Frequently asked questions
WE'RE OFTEN ASKED (FAQ)
FAQ: 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.
Caring for your vellies could extend the need to be replaced and delay the need to be revived.
See our cleaning instructions below:
- 1. Remove any dust with a damp cloth.
- 2. Mix 1 part mild soap – such as a facial soap, dishwashing liquid or very mild clothes detergent – with 8 parts lukewarm water.
- 3. 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.
- 4. Gently wipe the stain.
- 5. Once the stain has dissolved, leave the shoes to dry naturally, away from direct sunlight.
- 6. After drying, we recommend to spray the leather with leather sealant to prevent further stains. This product is oil and water repellant.
- 7. 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.
Shop our spotless cleaning kit or leather care products for optimal results.
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.
If the product you want is in stock, you can expect to receive your order within 5-7 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.
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.
Please follow these steps:
- Contact our customer service team via email or phone to initiate the exchange process.
- Provide the order number and details of the item you would like to exchange, as well as the reason for the exchange.
- Our team will provide you with instructions on how to return the original item and will assist you in placing a new order for the replacement item.
- Once we receive the original item and verify its condition, we will process your exchange and send you the replacement item.
- You can expect to receive the replacement item within our standard shipping time frame of 5-7 working days for in-stock items or 20-25 working days for out-of-stock items.
- We will send you email updates on the status of your exchange throughout the process.
Please note that we only accept exchanges for items that are in their original condition, with tags attached and no signs of wear or damage. If the item you wish to exchange is not eligible for exchange, we will notify you and return the item to you at your expense.
We want you to be completely satisfied with your purchase. So we offer refunds for Goods that meet the following conditions:
- The Goods have manufacturing errors.
- The Goods are in the incorrect size or color.
- The Goods are returned within one week of delivery.
To initiate a refund, please contact our customer service team via email or phone to request a refund. And provide details of the item you wish to return.
Once your request is approved, please follow these steps:
- Pack the item securely in the original package (if possible) and include any accessories, tags, or labels that came with the item.
- Include a copy of your invoice or order confirmation in the package.
- Ship the package to the address provided by our customer service team.
When We Received:
Once we receive the returned item and verify its condition. We will process your refund within 7-10 working days. Please note that the refund is conditional upon us receiving the Goods in the same condition as dispatched and when purchased.
If the incorrect size or color was ordered due to your fault, you will be liable for the return courier costs. If there are any errors on our website that are not due to our gross negligence. We will not be liable for any loss, claim, or expense related to a transaction based on any error. In such cases, our liability will be limited to refunding you for any amount already paid or as set out in the returns policy.
We will make all reasonable efforts to accurately reflect the description, availability, purchase price and delivery charges of Goods on the Website. However, if you need to return an item for any reason not listed above. Please contact our customer service team to discuss your options.
You can find us at our physical store locations in Menlo Park and Cape Town. As well as online and at various retailers. Here are the details:
Menlo Park: Our store is located at 69 Thomas Edison Street in Menlo Park. You can visit us during our business hours. Which are Monday to Friday from 8am to 5pm and Saturday from 9am to 1pm.
Cape Town: Our store is located at the Watershed in the V&A Waterfront. You can visit us during the Watershed’s business hours. Which are Monday to Sunday from 10am to 7pm.
Online: You can shop our products online at our website.
Retailers: Our products are also sold at various retailers. You can find a list of our authorized retailers on our website.
We hope this information helps you find us easily!
Resole Qualify:
- First resole is free, subsequent resoles cost R200.00 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.
- Cost of R680.00 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.
