Frequently Asked Questions

How can i contact UNDANDY?

If you have any questions or suggestions, please feel free to contact our customer service department via e-mail at [email protected] or call us at +44 20 3286 0113 (working days from 11 to 19 CET).

Our team will be at your disposal. We'd also be thrilled to help you with your design, if you would like fashion advice.

How long will it take to receive my order?

Our shoes are made to order. We start working on your shoes the minute after you order them and the crafting process takes approximately 10 days.

From then onwards, you must add the shipping time, that varies according to your location.

The express mail option will get your shoes at your door within one day.

Regular shipping takes 3-4 days, if there are no customs delays.

You can track the progress of your shipment with a tracking number we will provide you once your shoes leave our premises.

What if the product is not what i'd expected?

Our goal is to make you happy, so if you’re not completely satisfied with your purchase, you can return or exchange the unworn item within 90 days of receipt.

Please consider that engraved shoes are not applicable to our return policy.

Just contact our customer service and let us know (either by e-mail, live chat or telephone) and follow the instructions you will then receive.

Returns must be unworn (please, try them on a soft surface) and in the original packaging.

 

How do i return/exchange my purchased items?

For “when can I return/exchange my shoes” see our answer to the question: WHAT IF THE PRODUCT IS NOT WHAT I'D EXPECTED?

The return process is very simple. Just send us an e-mail specifying your name and order number, and wait for us to contact you. Do not send us the shoes on your own.

If you happen to have purchased more than one item, please specify also which one(s) would you want to return/exchange.

The refund, or the production of your new pair(s) will start immediately after we receive and analyze the returned goods, and since our shoes are made to order, the exchange for a new pair implies another two weeks for production.

What material are the shoes made of?

The inner and outer layers, as well as the soles, are made from genuine calf leather, which is particularly soft, with no fine grain. It's a natural product with high elasticity, flexibility and resistance to wear and tear. We ensure that all our products have the highest quality, durability and comfort. Our leather comes from some of the finest French tanneries.

Patent leather is also calf leather, but with a high-gloss finishing.

Our suede leather is made from the underside of calfskin and is characterised by a napped, velvety texture.

Where are the shoes produced?

Undandy shoes are handmade in a third generation workshop in São João da Madeira, a small city near Porto, close to the famous Douro vineyards, in an area famous for its excellence and tradition in shoe production, trusted by all major luxury brands.

Undandy attaches great importance to quality and superior craftsmanship, which is why we manufacture exclusively in Portugal. 

How are the shoes made?

All our shoes are entirely handcrafted by our skilled cobblers in Portugal, from cutting the unique patterns of the last you picked, to embossing the Undandy logo into the lining of your choice, each pair of shoes is a thorough work of precision.

How much are the delivery costs?

Delivery costs will be applied depending on where you are.

If you would like to check the amount for your delivery address, please contact us via e-mail, live chat or telephone. (+44 20 3286 0113 / [email protected])

I received a damaged package. What can i do?

You don't have to worry about delivery damage. All of our products are insured and will be exchanged immediately. Just send us an e-mail to: [email protected] to let us know.

Which countries does UNDANDY deliver to?

Undandy uses DHL for delivery. As long as they can find you, worldwide, we can ship it.

Once i place an order, is it too late to make changes and/or cancel it?

Unless otherwise stated, production begins within one working day after your order. If you would like to make changes, please contact us as soon as possible. We can do it as long as that specific change is still within our reach.

If you would like to cancel your order after it has already been shipped, simply follow the normal return process.

How do i know which size to order?

Undandy shoes fit true to size. If you still have any doubts or questions, please contact our Customer Service:

[email protected] / +44 20 3286 0113

via Livechat, at www.undandy.com

I have previously purchased shoes from UNDANDY, but now i'm choosing a different style. Should i order the same size?

Yes. Although some of the sizing of our styles might vary slightly, say between a casual loafer and a more structured boot, these variables are small enough to not impact the overall size.

We strongly recommend that you purchase the same size.

My foot measurements are in between two different shoe sizes of the sizing table. What should i do?

The best rule of thumb in our case, due to our large lasts is to select the size down.

Keep in mind that we offer free returns, in case your Undandys turn out to be too small.

 

One of my feet is bigger than the other. What size should i order?

We can produce different sizes for each foot. Just pick any size when placing your order, and contact our customer service department immediately afterwards, so we can adjust it to your needs.

Which payment methods can i use?

We offer several payment options to choose from.

You can pay by credit or debit card (Visa or Mastercard) or PayPal.

When returning goods, the amount will be credited directly back to your bank account.

Do you accept international credit cards?

Yes. Please note that the credit card must be issued and contain a logo from either Visa, Mastercard or American Express on it.

The billing address must also match the address registered to the bank card.

Any anomalies in this information can result in delays in processing your order as the information is checked with the fraud department, for your protection.

Is it safe to use my credit or debit card on your site?

Yes. Undandy understands that the safety of personal information is extremely important. We use a wide array of electronic security measures and devices to protect your personal data and credit card information from unauthorised access.

We use the secure 128-Bit-SSL encryption standard for all orders, which guarantees you a worry-free shopping experience.

What if i haven’t received a copy of my invoice?

Invoices for all orders are attached to the email order confirmation.

If you have not received one or would like an additional copy, please contact us at [email protected] and we will be happy to help.

Why i am not getting a confirmation e-mail?

There are two possible reasons. You might have entered an incorrect e-mail address, or your confirmation e-mail might have ended up in your spam folder.

If checking the Spam folder didn't solve it, please contact us at [email protected].

Can you produce larger sizes?

Our website contemplates sizes up to 46 (EUR) / 12 (UK) / 12 ½ (US).

It is possible, though, to place special orders for larger sized shoes, within a few special conditions.

For further information, please contact our Customer Service Department, at

[email protected] / +44 20 3286 0113 / via Livechat, at www.undandy.com