Stockists Sizing Guide Guide & Vet Discount Revive to Survive

FAQ

What size must I choose?

When selecting a size for our products, we highly recommend that you follow our sizing guide. Our sizing guide provides detailed instructions on how to measure yourself accurately.

It is important to note that different styles may have slightly different sizing. So we suggest reviewing the specific sizing information for each product before making your purchase. If you have any questions or concerns about sizing. please do not hesitate to reach out to our customer service team for assistance.

I’m having issues placing an order.

We’re sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible

How long does it take to get a product that is in stock?

If the product you want is in stock, you can expect to receive your order within 3-7 working days. This time frame includes processing, packaging and shipping. We will also send you email updates on the status of your order. So you’ll know when to expect it.

What is the lead time on products that are in stock?

If the product or size you’re looking for is not currently in stock. Please be aware that there will be a lead time of 20-25 working days before we can fulfill your order. This time frame allows us to manufacture or source the item from our suppliers, perform quality checks and prepare it for shipment. We will keep you updated on the progress of your order via email. So you’ll always know when to expect delivery.

How do I initiate an exchange, and what are the requirements?

All exchanges must be made within 14 days of receiving the product. To initiate an exchange,

1. Log in to your account

2. Select the order you want to exchange

3. Choose items for exchange

4. Submit the exchange request

If you experience any difficulties with the form, please contact our customer service team at info@sapmok.com. Exchanges are only applicable to shoes in their original condition, with all tags and packaging intact. Sapmok reserves the right to refuse any exchange request that does not meet our conditions.

Can I exchange for a product of different value?

Exchanges can only be made for products of equal or lesser value than the original purchase. If the desired exchange product is of greater value, the customer will be responsible for paying the difference. We do not offer refunds for exchanged shoes; instead, a store credit for the original purchase price will be issued once the returned shoes pass inspection.

What should I consider during the exchange shipping process?

Sapmok is not responsible for lost or damaged products during the exchange process. Therefore, we strongly recommend using a trackable shipping service or purchasing shipping insurance to protect your product during the return shipping process. If you receive a defective or damaged pair of shoes, please contact our customer service team immediately atinfo@sapmok.com. We only facilitate local exchanges within South Africa.

I’d like to cancel my order.

Don't worry, just pop an email and we will assist; info@sapmok.com.

What is your return policy?

We accept returns for orders within 2 weeks of purchase. The items must be in unworn, brand new, and sellable condition. You must also provide a slip or proof of purchase.

Can I return an item if I’ve worn it or if it’s past the 2-week period?

Unfortunately, we cannot accept returns for items that have been worn or if the return request is made after the 2-week period. All returned items must be in brand new, sellable condition and within the 2-week timeframe.

What do I need to provide to process my return?

To process your return, please ensure the item is in unworn, brand new, and sellable condition. Additionally, you must provide a slip or proof of purchase.

How do I qualify for a resolve/revive?

Resole Qualify:

Resoles cost R300.00 each.
Sole must be worn out at least 70% showing a smooth texture.
Inner board should be in perfect condition without any damage.
Stitch down must be in good condition.

Do I qualify for a complete revive?

Cost of R750.00 per revive.
Inner board must be damaged, cracked, or torn.
Stitch-down has come undone.
Outer sole is worn out and has reached the inner board, causing it to stick out.
If the leather is torn at the stitch down area the vellie can’t be revived.

Note: Torn leather cannot be fixed.

How long does a repair take?

If you need a repair, please allow a lead time of 7-15 working days. During this time, we will diagnose the problem, perform any necessary repairs, and test the item to ensure that it’s working properly. We’ll keep you updated on the progress of your repair via email. So you’ll know when to expect your item to be returned to you.

How do I clean my vellies?

Caring for your vellies could extend the need to be replaced and delay the need to be revived.

See our cleaning instructions below:

Remove any dust with a damp cloth.
Mix 1 part mild soap – such as a facial soap, dishwashing liquid or very mild clothes detergent – with 8 parts lukewarm water.
Pour a bit of the solution onto a sturdy cloth or sponge, preferably a microfibre cloth. Never put the mix directly onto the leather as this could cause over- saturation.
Gently wipe the stain.
Once the stain has dissolved, leave the shoes to dry naturally, away from direct sunlight.
After drying, we recommend to spray the leather with leather sealant to prevent further stains. This product is oil and water repellant.
Use the Sapmok leather cream to soften leather when it is old, hard and stiff. Keep in mind that any leather cream will darken the colour of the leather.