FAQ

Orders within Ukraine are processed with a prepayment of 150 UAH + the remaining balance payable via cash on delivery at a Nova Poshta branch, or alternatively, with full payment for the goods.

• Full Payment: If you prefer to pay for the order immediately, you can do so directly on the website by selecting the payment method “Bank Card Payment on the Website (Visa, Mastercard).” After placing the order, a manager will contact you at the phone number provided to confirm the order and verify your size.
• Prepayment + Cash on Delivery: If you choose the payment method "Prepayment + Cash on Delivery" as more convenient for you, after confirming your order, you will receive a link (via a convenient messenger to the phone number you provided) with the payment details for the prepayment of 150 UAH. The prepayment must be made before the order is considered confirmed and dispatched or sent for production. The remaining amount for the order can be paid upon receipt at the Nova Poshta branch. Please note that the NovaPay service (cash on delivery option at Nova Poshta) is charged to the buyer, and the cost is 20 UAH + 2% of the remaining balance for the order.

Delivery in Ukraine:

• Delivery is carried out exclusively by the "Nova Poshta" company (1 to 4 business days, depending on the distance from the place of dispatch).
• If the item you ordered is in stock, the order will be dispatched within 1-3 business days from the moment the order is placed.
• If the item is not in stock, the order will be sent after it is manufactured. The production time depends on the model and is specified on the product page.

International Orders:

• Orders outside of Ukraine are shipped via “Ukrposhta” (7 to 21 days, depending on the country of destination).
• International orders must be paid in full, including shipping costs (starting from 30 USD). The cost of delivery is calculated based on the National Bank of Ukraine exchange rate on the day the order is placed.
• The delivery time and cost are set by the shipping company and are not influenced by the seller.

Please familiarize yourself with this information in more detail on our Exchange and Return Page.

The warranty period is 30 days from the moment the order is received.
In case of warranty claims:

• The product may be exchanged, returned, or repaired within 30 days of receiving the package.
• The store is responsible for delivery costs in warranty cases.
• During the warranty period, free repair or replacement of the product will be provided if a manufacturing defect is found.
• After the warranty period ends, claims regarding detected defects will not be accepted.

Even after the warranty period has expired, if you have any questions or issues with the product, you can always contact us. We value our customers and are always ready to help.

To determine your size, refer to the insole measurements of your comfortable footwear. We recommend measuring the insole and using this data to choose your size.
You can find detailed instructions on measurements and sizes in our Size Chart section.

If you have any questions or doubts, please feel free to contact us for assistance.

After each use, make sure to properly care for your shoes. Dry wet shoes at room temperature, avoiding the use of heating devices or heat sources. Keep them out of direct sunlight and use internal shoe shapers or inserts to maintain their shape.

Shoes should not be washed or scrubbed excessively, as this can cause them to lose their original appearance. Avoid using a washing machine or bleach for cleaning.

Always unlace your shoes before putting them on. Use shoehorns to prevent the back seam from tearing and to maintain the proper shape. Do not over-tighten the laces around the ankle to prevent skin or lacing damage. Never take off your shoes without untying them. Avoid stepping on the heel as this can cause the sole to detach. Handle any decorative hardware on your shoes carefully to avoid damage.

We offer you a few simple rules that can help extend the lifespan of your footwear.
To keep your shoes in good condition for a long time, it's important to take proper care of them using professional products, such as those from the Salamander brand.

For smooth leather footwear, you should use colorless or matching color creams or sprays, as they are specifically designed for this type of leather. The plant oils, waxes, and high-tech substances in these products help keep the leather soft, flexible, and protected from dirt and water.

For white smooth leather shoes, you can use the White Fresh spray, which restores the color.

After treating the leather, it's recommended to polish it to a shine with a soft cloth or brushes with natural bristles.

To prevent characteristic salt stains from appearing on leather surfaces, it's recommended to regularly use waterproof sprays or creams such as Waterproof. If a white residue does appear, use the Winter Cleaner lotion for cleaning.

For footwear made of suede, velvet, or nubuck, it's recommended to use only special care products. For example, Nubuk Velours Fresh spray or Nubuk Velours Liquid lotion. These products protect against moisture, deep stains, add color, and provide overall care.

Patent leather footwear requires special care. It is not recommended to wear patent shoes at temperatures below -5°C. To prevent damage due to low temperatures, put the shoes on 10 minutes before going out. The warmth from your feet will be transferred to the shoes, allowing them to cool slowly rather than immediately. This helps prevent cracks from forming. After use, clean your shoes from dust and dirt with a soft damp cloth and then wipe them dry.

For patent leather shoes, use only special care products, as regular products may cause the leather to lose its shine. Clean patent leather with Lack Care and use Lack Cream for additional shine.

To stretch all types of natural leather shoes for a better fit, it’s recommended to use the Shoe Stretch spray. This colorless spray does not leave stains or marks.

During the production of shoes, natural dyes of various colors are used for the lining and insoles. As a result, sock discoloration may occur. This is not a defect and cannot be grounds for a return as a fault. To prevent sock staining, we recommend regularly using the Anti Color spray.