FAQs

HOW DO I CARE FOR MY SHOES?

A damp, soapy cloth can be used to clean your fabric shoes. If you notice any spots or dirt on them, it's best to clean your shoes right away.

We recommend not wearing your shoes in the rain, especially if they have leather soles.

Leather uppers should be cared for with a leather conditioner.

CAN I EXCHANGE MY SHOES FOR A DIFFERENT SIZE?

Of course! Even better, we offer free one-time exchanges for fit on all orders in the US. Just contact us at customerservice@therootcollective.com to get the process started.

WHAT IS YOUR RETURN POLICY?

All unworn shoes can be returned for a full refund, pending they are not final sale. Final sale items cannot be returned or exchanged.

Please return your shoes to:

5409 Old Stage Road

Raleigh, NC 27603

You can you use any mail carrier to return your shoes, but we highly recommend that you send it with a tracking code. The Root Collective is not responsible for lost returned packages.

 

I EMAILED CUSTOMER SUPPORT. WHEN WILL I GET A RESPONSE?

We do everything within our power to answer your questions within 48 hours, Monday through Friday. We do not have a support team available on weekends, because we respect our time with our family and friends (and also to just plain rest!).

 

CAN I USE MULTIPLE COUPON CODES ON MY ORDER?
 
No. We cannot accept more than one coupon code per order. 
 
HOW LONG WILL IT BE BEFORE MY PREORDERED ITEMS SHIP?
 
It can be approximately 2-6 weeks until your preordered item ships. All of our artisans work as fast as they can to get their quality-made items to your door!  If you have any questions about the exact arrival of your item, please contact customerservice@therootcollective.com
 
If you have ordered multiple items and any are in a preordered status, they will all ship together when available.

HOW LONG WILL IT TAKE ME TO GET MY SHOES?

Packages are shipped within a few days. We do not send shipments every day since we are a small business, so we appreciate your patience! If this is an order that's needed in a certain time frame, please reach out to us and let us know and we'll do our best to accommodate. If your order includes a preorder item, then it will obviously take longer.

If there is an issue with your order, we will contact you in a timely manner.

We ship via Priority Mail in the US, so you'll normally get your package with 7 days of your order (though typically faster than that!). Shipments to Canada can take over a week, as we ship via First Class International. Other destinations, just know we try to get them to you as soon as possible. You will be notified when your package ships, along with the tracking number, so you can constantly hit refresh on usps.com to see if your package has made it closer (it's ok to be obsessive, we understand).

If a preorder item was ordered, please refer to the information found above!