FREQUENTLY ASKED QUESTIONS
kotenshoes.com
ORDERS & SHIPPING
Q: How long does processing take?
A: Most orders ship within 1 business day. Made-to-order styles require 7-10 crafting days.
Q: Do you ship internationally?
A: Yes! We deliver to 40+ countries with duties calculated at checkout.
Q: Can I change my order?
A: Modifications are possible within 1 hour of ordering via your account dashboard.
SIZING & FIT
Q: Are your sizes true to standard?
A: Our Italian lasts run slightly narrow. We recommend:
✓ Consulting our size guide
✓ Measuring your foot length
✓ Considering half-size up for wide feet
Q: What if my shoes don’t fit?
A: We offer free returns (unworn) within 30 days. See our Fit Guarantee.
MATERIALS & CARE
Q: How should I care for leather shoes?
A: Essential care steps:
• Use cedar shoe trees
• Condition every 15 wears
• Rotate between pairs
• Store in dust bags
Q: Can I wear my shoes in rain?
A: We recommend weatherproofing all leather soles. Consider our protective sole service.
RETURNS & WARRANTY
Q: What’s your return policy?
A: 30 days for unworn shoes with:
✓ Original packaging
✓ All tags attached
✓ Protective sole stickers intact
Q: Do you offer repairs?
A: Yes! Our atelier provides:
• Sole replacements
• Leather refurbishing
• Hardware repairs
CRAFTMANSHIP
Q: Where are shoes made?
A: Handcrafted in Italy by 3rd-generation artisans using:
✓ Full-grain leathers
✓ Traditional Goodyear welting
✓ 8-week aging process
Q: Why the price difference?
A: Our pricing reflects:
• 200+ manual steps per pair
• Premium European materials
• Fair artisan wages
PAYMENTS
Q: What payment methods do you accept?
A: All major cards, PayPal, Afterpay (AU/NZ).
Q: Is my payment secure?
A: We use tokenized payments and never store full card details.