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FAQ’s

DESIGN & CONSTRUCTION

How are my shoes made?

All BlackPair shoes are made to order and handcrafted by our highly skilled artisans at partner factories in Europe. Creating your unique Blackpair shoes begin with you. You decide what style of shoes you would like to create, then you decide on the materials, colors,soles, accessories size and width for your style using our innovative 3D shoe designer – a total custom shoe experience. The materials you’ve selected are then cut, lasted and finished. If you have selected one of our four patina styles, your shoes are then sent to be artfully handpainted. All shoes are always quality checked and inspected to ensure they meet your specifications before they are shipped.

How do I design my shoes?

We’ve made it easy to design the shoes you want. Our 3D Shoe Designer is easy to use and gives you access to thousands of materials in various shoe styles allowing you to create unique looks in unlimited combinations. We’ve created a 3D Shoe Designer Tutorial to help you. We encourage you to test drive the designer. If you still have questions after viewing it and trying it out, getting help is simple, just Contact Us.

What is your 3D shoe designer?

Our 3D Shoe Designer uses technology to bring your creativity to life. This innovative tool comes loaded with a huge selection of styles, materials, accessories and allows you to build your pair of shoes the way you want, with ease before our craftsmen get to work. The possibilities are endless so you won’t have to settle for pre-determined style. With our 3D tool, you are your own designer.  Test drive the 3D designer 

Can I recreate a design I saw in a photo?
We are unable to replicate another company’s shoe structure as most are protected designs. However, since you are essentially your own shoe designer, you can recreate any combination of materials, colors and accesories you like using our 3D Shoe Designer.
Can I save my designs?
We recommend you take a screen shot of your design once you are done. If you decide to download the shoe style, you may not be able to return to the design screen or the checkout screen and will have to start your design over again. A screenshot on your phone or computer allows you to continue working on the design and checkout. We are working with our technicians to create a better option.
The 3D Designer is not loading?
Our 3D designer is hosted on a separate part of our website to enhance your experience on our website. Due to its huge size, it may take a few seconds to load all the design elements. Please be patient, once it has loaded, it should be smooth sailing. If you are experiencing an issue where it is not loading at all after a minute or two, you may refresh the page to reload it. If no response please contact us and try again after a few minutes to an hour.

MATERIALS & FABRICS

What material options do you offer?

Our material options are some of the most extensive in the footwear industry. We offer natural leathers including box calf leather, polished calf leather, hand painted calf leather, hand painted pebble grain, embossed leather like croco and patent leather as well as luxury suede, kid suede, sports suede and lots of sartorial fabric options including, tweed, flannel, animal prints and more. 

Can I send you materials for my shoe?

We are currently unable to offer this option, however we are sure you’ll find something you’ll love in our huge selection of leathers and fabrics.

Are the colors on my screen accurate?
We do the best we can to represent the materials and leather colors as true as possible both on our website images and also within our 3D Shoe Designer. However, screen resolutions and color tend to vary quite a bit and as such we are unable to gurantee that the colors you see on your screen will match exactly with the actual shoes. Viewing our website on mobile screens may produce the closest depiction of the images we have uploaded however, this still isn’t a guarantee as mobile screen resolution can vary.

SIZING

What sizes do you offer?

We offer men’s US size 6 to 17 with half sizes for dress shoes or boots in two widths: D width which is a standard men’s medium width and EE which is the standard width plus a 9mm foot contour and is considered a wide/extra wide.

US 6 – 15 standard width for sneakers.  We always recommend that you measure your feet and use our detailed size chart to determine your size. You may also select your actual shoe size or use the size of your most comfortable shoes of a similar style. Our shoes are built to be true to size for our size charts.

Example: if purchasing sneakers, use your sneaker size. For dress shoes use a comfortable size from one of your dress shoes

Are your shoes true to size?

Our shoes are built to be true to the sizes shown in our size chart. Our factories have tested and perfected the lasts over time

My feet are two different sizes?

This is sometimes the case and for that, we provide half sizes. We recommend you order a half size or full size larger for both feet based on the size of the larger foot.

My custom shoes are the right size but a little snug what can I do?
There are many options for shoes that are snug especially with leather. You can take them in to get expanded professionally, or purchase a shoe stretcher kit. You can always return your unaltered and unworn pair for a refund and purchase a different size *Some Restrictions apply – please see our Store Policy for options.
Can I wear shoe inserts with my custom shoes?
Depending on how the inserts fit with your current shoes, you should decide if a half size up or a wider EE width or a combination of both would allow you to use your inserts.

SHIPPING, RETURNS & REFUNDS

How long will my delivery take?

Your shoes are handmade in our partner factories in Europe from start to finish each time you order and shipped to you. Production takes 3-4 weeks. Once produced and shipped delivery is within 5-7 days. Holidays and high volume of orders may result in extended delivery time but we will update you throughout the process. Your estimated delivery date is shown after your order has been processed.

Is shipping free?

Shipping is Free of charge on all Contiguous United States orders. We are unable to ship to post office box addresses. International orders require customer to pay for shipping and duties.

Do I need to sign for my delivery?
We ship your shoes with signature delivery. Please ensure that you or an assigned person is available to sign for receipt of your purchase to avoid delivery delays.
I just received my shoes but they don't fit. What next?

We custom make your shoes to the size you provided at checkout and our lasts are made to fit true to size however we understand that sometimes it may not fit right. Please see how to get a refund below to find out if your shoes qualify for refund.

Can I get a refund for my order?

Yes however,

Due to the design freedom we offer you and the custom nature of each order we will only accept returns for refund on non-sale items that meet the following criteria.

Eligible: Shoes designed with Single Color or Dual Color upper materials are eligible for return.

Subject to Approval: Shoes designed with 3 colors of upper materials may not be eligible for return and are subject to approval of our style team. In this case, we will notify you if your design is return eligible before production begins. That way you have the option to edit your design or proceed with the order as is.

Not Eligible: Shoes designed with more than 3 color upper materials are not eligible for return.

NOTE:

– Tassels, masks, non-removable lacing and piping are considered materials – the above criteria will apply.

– Out-sole, sole bottom, insole, removable laces, and metal accessories may be in any color – no restrictions

Ensure that you measure your feet and determine your size using our size chart or use the size of a similar comfortable pair of shoes you already own. Our shoes are built true to the size on our charts. We recommend you order a Return Eligible shoe (see above) for your first order to ensure that you get a true to size fit.  

For additional information on condition of returned items, defects and more, please see Store Policy.

Please contact us if you have any questions regarding our store policy.

How do I return my shoes?

To request a return, please complete the Return Authorization Form located in your BlackPair Account within 15 calendar days of receiving your purchase. If your purchase is eligible for return, you will receive an email with your Return Shipping label. Include the number and all original items and packaging and ship to the address noted on the return form.

Return shipping is also Free of charge within the Contiguous United States Only on items that meet all the conditions of this return policy. 

Please ensure that you package the items carefully to avoid damage during transit. Please do not ship shoes only in the shoe box, use an outer shipping box. Returns that are damaged during transit due to improper packaging will not be accepted by our returns department and will not be refunded. You will also need to pay for shipping back to you.

Please Note: Shoes or purchases returned without Return Authorization will delay processing of your refund.

Refunds will be processed according to when your items are received and sent to your bank within 2-3 business days. Your refund will reflect on your bank statement according to the terms, conditions and practices of your bank. We are unable to control how quickly the refund is reflected on your statement after it has been processed.

GIFT CERTIFICATES

Do you offer gift certificates?

We do. Visit the Gift Certificates page for options.

How do I use my gift certificate?
You can complete your purchase at checkout using your gift certificate by entering the number in the coupon section before placing your order.
Do gift certificates expire?
Gift certificates do not expire.
Can I refund a gift certificate?

Gift Cards or certificates are non-refundable. Purchases made using a gift card or certificate that meet all the conditions of the refund and returns policy will only be refunded as store credit.

SHOE CARE

What shoe care tools do you recommend?

Blackpair shoes are made to last a long time with proper care. We recommend, rotating your shoes and not wearing the same shoes more than twice at a time. You should also condition and polish your leather shoes regularly. Keep shoes in a cool dry place and never place things inside or on top of your shoes to avoid misshaping or ripping them.

Using a shoe horn when you put on your shoes will minimize creasing at the heel. We include a free one with every order.

A good quality pair of wooden shoe trees are great for keeping your shoes from creasing, losing shape and also help keep them fresh. You should use a shoe tree after wearing your shoes to keep their shape while airing out for a couple days. It isn’t really necessary to store all your shoes with shoe trees so having just a couple pairs should be sufficient.

LOYALTY & REWARDS

Do you offer any discounts?

We appreciate your business and reward you for being a customer. Join BlackPair Club in the footer section to get $20 off your first purchase and be the first to know about our upcoming promotions, events and giveaways.

We also offer a discount for any product you purchase and review to help other customers and help us improve.

Do you have a loyalty or referral program?

Our upcoming loyalty and referral program allows to you to earn discounts by referring friends who make a purchase. Your friends also get a discount courtesy of you when they make a purchase. Join BlackPair Club in the footer section to stay posted on this upcoming program and more.

BUSINESS & AFFILIATES

Do you have an affiliate program?
If you are a fashion influencer for men or women whether established or upcoming, our exciting affiliate opportunities are coming soon. Please complete the Affiliate Program Form to be notified when it launches.
Do you have a stockist, wholesale or private label program?

If you are interested in stocking BlackPair shoes in your store, online or purchasing with your own private label or brand, we have a great opportunity to do so. Learn more on our Stockists page. We look forward to working with you.

WEBSITE

I forgot my password?

You may request a password reset using the link on the Log in page. If you experience any issues, please chat with us or contact us.

How can I change my account information?
You can change information on your account by first logging in then making any changes.
How do I delete my account?
Please contact us if you wish to delete your account.
How do I unsubscribe from emails?
We are sorry to see you unsubscribe. You may unsubscribe from emails at any time using the unsubscribe link in any email we send you.

FEEDBACK

How do I share my BlackPair experience or review?

Review your purchase from within your BlackPair account under the reviews tab. As a thank you for each review, you will receive a $10 store credit. You can also contact us to provide us feedback on your experience with BlackPair.