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STORE POLICY

SHIPPING & DELIVERY

Your BlackPair custom shoes are handcrafted to order at our factories across Europe using your specifications and inspected before shipping. Production takes 3-4 weeks. Once produced and shipped, delivery is in 5-7 days. We will communicate any production delays due to high volume or holiday.

Returns are accepted on orders that meet all the conditions of this return policy and are requested within 15 calendar days of receiving your order. Requests after 15 calendar days will be denied.

Ensure to provide the correct shipping address as items that are lost due to incorrect address you provide to us will not be refunded. See lost item section below.

Please ensure that you or someone you assign is available to Sign for your delivery to avoid having the item returned to us as you will need to pay for the order to be reshipped.

We do not ship to P.O boxes or similar addresses as Adult Signature Delivery is required for all delivery. If your address is a P.O. Box or similar setup, and we are unable to obtain a physical address from you by the time of shipping, we will ship your order with hold for delivery at the nearest post office. You will have to pick it up there.

Shipping is Free of charge on all Contiguous United States orders. Return shipping is also Free of charge within the Contiguous United States Only on items that meet all the conditions of this return policy. We currently ship via UPS, or USPS. You may check the status of your order by logging into your BlackPair account.

For International orders and orders outside the Contiguous United States initial shipping, return shipping and custom duties is the customer’s responsibility. For returns, You will need to mark your package “Return, No Duties” or your package will not be accepted. If your order is returned for failure to pay customs duties. Your order will be refunded less the cost of initial shipping.

For additional questions, please view our FAQ section.

RETURNS FOR REFUNDS

Updated – 06/17/2018.

We understand that ordering custom shoes can be overwhelming so we are committed to ensuring you have a pleasant experience. 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 select your size in a similar comfortable pair of shoes you already own. Our shoes are built true to size. We recommend you order a Return Eligible shoe (see above) for your first order to ensure that you get a true to size fit.  

Due to the custom nature of our shoes, we make the shoes to order in the size you provide us and are unable to remake for an incorrect size that was provided. We will refund you so you can purchase a different size only if the initial purchase meets the criteria above. Delivery time frame will be the same as the initial order (4-6 weeks). 

We inspect and document the condition of every pair at the end of manufacturing during quality checks and also before shipping. We also package our shoes carefully to avoid damage during shipping. Manufacturer defect upon receipt or damage during delivery is very unlikely but possible and must be reported with 24 hours of receiving the order to be remedied.

Because most materials are natural and all our shoes are handcrafted with some options like patina and hand painted leather being done by hand, there may be slight color variations. These show that your shoes are authentic. These do not indicate material defect and are not considered reason for return. We will handle this on a case by case basis so please contact us.

Also note that your actual shoe color may look slightly different from colors on computer screens or phone screens and 3D images. We do our best to represent the color of our materials in the images but are unable to guarantee perfect color match.

CONDITION OF RETURNED ITEMS

Returned shoes and accessories must be:

1. Unworn, not stretched, new and in the original packaging with ALL items included. (Please try on your shoes on carpeted surface to avoid scratching the sole and do not bend the shoes to avoid creasing)

2. In the original condition it was received. Worn, creased, stained, scratched (sole or upper), stretched or otherwise altered shoes do not qualify for refund.

3. All returned items will be inspected upon receipt and if they do not meet the above mentioned conditions, we will notify you that your refund request was denied.  You will need to provide payment for shipping in order to get the items sent back to you.

HOW TO RETURN YOUR PURCHASE

To request a return, please complete the Return Authorization Form located in your BlackPair Account within 15 calendar days of receiving your purchase. 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.

Shipping is Free of charge on all Contiguous United States orders. 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.

OTHER PURCHASES

Sale, discounted or clearance items are final sale and are not eligible for returns. For items purchased with coupons that meet all the conditions of the refund and returns policy will only be refunded for the amount paid. Coupon amount will not be refunded.

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.

 

LOST OR UNDELIVERED ITEMS

We will wait up to seven days after the original delivery date for packages that may have been lost in transit. This allows for us to submit a request to the shipper to locate and re-deliver the package.

Packages that are lost due to incorrect address provided to us by the customer are the responsibility of the customer and will not be refunded.

Packages returned due to lack of signature for delivery will require the customer to pay for reshipping.

BlackPair is not responsible for returns lost in transit.

 

For additional questions, please view our FAQ section.