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Shipping Policy
Do we cover shipping costs?
YES! We will take care of the shipping cost for your order, and we provide worldwide delivery through DHL & FEDEX Express. This means that all our customers can take advantage of complimentary express shipping. The standard delivery timeframe for orders is typically 3 to 5 business days, ensuring prompt and efficient delivery.
How long do you have to wait for your order to arrive?
Kindly note that all our shoes are made-to-order (MTO), and we offer two types: Standard MTO and Fast Lane MTO. The production period for Standard MTO shoes typically ranges from 20 to 25 working days. On the other hand, Fast Lane MTO shoes can be produced in a shorter time frame of 6 to 7 working days due to the availability of partially pre-produced shoe parts in our warehouse located in Almansa, Spain.
Once the production process is complete, please allow an additional 3 to 5 business days for delivery. In summary, the estimated arrival time for Standard MTO shoes is approximately 25 to 30 business days, while Fast Lane MTO shoes can be expected to arrive within 10 to 12 business days.
PLEASE NOTE: Our warehouse will be closed on weekends and public holidays. As a result, production activities will not take place during these days. To stay informed about our business schedule, please refer to our calendar indicating the days when we will be open and closed.
What happens if an order is delayed?
As our products are handmade, there may be occasional delays as we strive for perfection that cannot be guaranteed. Please understand that cancellations due to production incidents during the hand-making process are not accepted. If you are unable to comply with this policy, we kindly suggest refraining from placing an order on our website.
While we make every effort to meet the specified production time for all MTO orders, it is important to acknowledge that, like any hand-made production process, our production line may encounter unforeseen challenges beyond our control. For instance, a broken pair during assembly may necessitate restarting the manufacturing process.
We take proactive measures to minimize such issues, but in the event of a delay, we assure you that we will provide regular updates and keep you informed about the nature of the delay.
Please be aware that shipping times may be subject to increase due to high order volumes and standard delays in carrier deliveries during holidays.
What happens if your parcel is lost or damaged during shipping?
In a situation where your parcel is damaged or goes missing during the shipping process, you can rest assured that your shipment is fully covered, protected, and insured. You will have the option to either have the product re-shipped or request a refund.
You can contact the delivery company to inquire about the status of your package. They will be able to provide information on whether your package has been lost and assist you in locating it. It is crucial to verify that you have provided accurate information when sending your package.
Do we cover import taxes?
Customers will be responsible for the payment of import taxes. It is the customer’s responsibility to carefully review and comprehend the importation costs associated with their country prior to making a purchase.
For instance, in the United States, there are no import duties or taxes imposed on individual shipments that have a commercial value of less than USD800. However, the specific threshold and procedures differ among various countries and regions. Notably, Canada presents a unique scenario where all imports to and from Europe are exempt from duties.
Exchange and Refund policy
Do we allow any exchanges or refunds?
Yes absolutely! As long as the shoes are returned to us in new condition (no visible wear, creases or stretch marks on the upper or sole of the shoe) and with the original packaging, there shouldn’t be any difficulties or obstacles in arranging an exchange or obtaining a refund. If you have encountered any issues with the shoes you ordered from us, such as receiving an incorrect size/model, encountering manufacturing defects or quality problems, or simply realizing that you prefer other shoe models or colours over your current order, or that the size you ordered is not a good fit, we offer a simple return process. You can access the ‘Return Portal’ located at the bottom of our webpage to fill out the return form. Alternatively, you can initiate the return process by sending an email to customersupport@pierzel.com.
PLEASE NOTE: Refunds or exchanges are not applicable to products that are on sale unless you receive an incorrect size/model or encounter any manufacturing defects or quality issues.
What is our return policy? And are customers responsible for the cost of returning an order?
From the day you have received your order, you have seven working days to return it back to us. The shipping cost of returning a product for an exchange or a refund will be FREE OF CHARGE for you.
PLEASE NOTE: In situations where you realize that the size you ordered is not a good fit or you prefer different shoe models or colours over your current order, we offer a free return for the first exchange. However, if you require a second exchange due to similar reasons as the initial exchange, such as size or preference issues, please be aware that we reserve the right to decline any subsequent exchanges. Therefore, we kindly request you to be clear about your order before confirming it. If you have any concerns regarding sizing, please contact us via email at customersupport@pierzel.com or refer to our size guide for assistance.
The conditions mentioned above apply unless you encounter any manufacturing defects or quality issues during your exchange.
What is our refund policy?
If you wish to request a refund, please be aware that we only provide full refunds in the form of store credits, regardless of the reasons for your request. However, you will be eligible for an option of having a full credit/debit card refund only in cases where we are unable to offer you a replacement for issues such as receiving an incorrect shoe size/model or receiving a defective pair of shoes with quality issues.
If we can provide a replacement and you still choose to request a refund, we will only be able to refund you in store credits, with the added benefit of receiving further discounts for your next purchase. The amount of discount will be determined solely at our discretion.
How long are the store credits valid for? Will items purchased using store credits be eligible for exchanges or refunds?
The validity period for store credits is one year from the date they are stored in the customer’s account.
Please keep in mind that shoes purchased using store credits are typically not eligible for exchanges or refunds. However, there are exceptions to this policy in cases where you receive an incorrect shoe size/model or encounter a defective pair with quality issues during your purchase. If we are unable to provide a replacement for such issues, we will refund the store credits back into your account. The refunded amount will remain valid for a period of one year from the date of the refund. Please note that if we are able to offer a replacement, a refund will not be available.
Once again, we kindly ask you to carefully review and confirm your order before finalizing it to avoid any issues, and if you have any questions or concerns about sizing, please do not hesitate to reach out to us via email at customersupport@pierzel.com or consult our size guide for guidance.
What if you receive an incorrect shoe size/model? Or what if there are some damages, defects, or quality issues with the shoes you have recently ordered from us?
If you notice any damages, defects, or quality issues with the shoes you have recently purchased, or if you discover that the size/model you received is not the one you ordered, please take some photographs of the problems as evidence. You can attach these photos through the return portal or email them to us at customersupport@pierzel.com.
Upon reviewing the photos, we will provide you with a free replacement for the affected shoes. If we are unable to offer you a replacement, please be assured that you will receive a full refund. As mentioned earlier, you can choose to receive a full credit/debit card refund or opt for store credits equivalent to the full refund amount in such situations.
PLEASE NOTE: If you are unable to provide any evidence of incorrect size/model, manufacturing defects, or quality problems, you still have the option to return the shoes back to us. Once we receive them, we will thoroughly examine the shoes. If it is determined that the shoes are not faulty, have no quality issues, were damaged due to improper usage, or are of the correct size that you originally ordered, you will not be eligible for replacements or refunds. In such cases, we will return the shoes back to you at your own expense and liability. To facilitate the process, it would be helpful if you could provide photographic evidence of the problems you encountered.
Are exchanges or refunds permitted in the case of a colour differentiation between the received shoes and the displayed images?
If you are seeking an exchange or a refund due to a slight colour variation between the shoe picture you viewed and the actual shoes you received, please be aware that you will not qualify for any replacements or refunds unless we determine that the colour difference is significant.
All our shoes are meticulously handmade, and as a result, minor variations or imperfections may occur naturally. Additionally, there may be slight variations in the colour of the shoes. It is important to understand that the product colour as seen on your screen is not guaranteed to be 100% accurate due to potential differences in screen settings and individual perceptions. However, in most cases, any colour differences between the product picture and the actual received product are minimal and generally not noticeable.
What if your order has been returned to us due to your own negligence?
The customer bears the responsibility of verifying the correct address details for shipment and ensuring that they or a designated representative will be available to receive the package. Alternatively, the customer should ensure there is a secure location, such as a locker, available for parcel storage.
Orders that are returned or unable to be successfully delivered due to reasons such as an incorrect shipping address, multiple failed delivery attempts, or the recipient’s absence during package signature will not qualify for a full refund.
PIERZEL retains the exclusive discretion to offer a partial refund, amounting to half of the value paid. You also have the option to request the shoes to be shipped back to you, but please be aware that you will be responsible for covering the shipping cost for the return shipment.
In the event of a similar issue occurring for the second time, the option to have the shoes shipped back to you will not be available. PIERZEL will only provide a quarter refund of the value paid in such cases.
It is important to understand that these policies are non-negotiable and apply to all orders.
Where to return those shoes to us in the case of a refund or an exchange?
If you intend to return the shoes to us due to receiving an incorrect size/model, or any damages, defects, or quality issues, please send them back to the following address: C. Velázquez, 24, 02640 Almansa, Albacete, Spain.
If you intend to return the shoes to us for an exchange or refund due to the size not fitting well or a preference for different shoe models or colours, we kindly request that you ship them back to the following address: 9A Serangoon North Avenue 5, SMART Group, Singapore 554500.