UNDANDY

Frequently Asked Questions

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 high-gloss finishing.

Our suede leather is made from the underside of calfskin and is characterized 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 handcraft 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.

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

The handcrafting of your shoes begins the day after your order has been placed. If you wish to make changes or request to cancel, please get in touch with our team at customercare@undandy.com within 24-hours of your order being placed.

We can make changes to your order as long as that specific change is still within our reach.

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

Which payment methods can I use?

We offer several payment options such as: Visa, Master Card, American Express, PayPal and Apple Pay.

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.

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 customercare@undandy.com 

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 are not the perfect fit.

How do I customise my own pair?

The process is simple, when on our main page, click on words "Design Yours" and this will take you to our 3D customiser tool.

You can start your design by selecting the last type (preferred shoe shape). Then continue on by selecting your desired model and decoration. Once these are selected you can choose from leather, suede, canvas, and or a patina finish.

Multiple parts of the shoes can be customised depending on the model and if you choose custom design in leather, suede, or canvas. You can even mix and match between these including selecting the colours of choice.

When selecting a Patina finish, please note that only one colour can be selected. It is then applied to the entire shoe including the stitching. The patina effect is applied by hand by our cobblers and it is unique to every pair, to ensure an authentic and one-of-a kind look.

You will then choose your stitching and lace colours, and proceed with by selecting your sole type and colour. To complete your design, select your shoe size and width type. Here you also have the option to add extra rubber grip to your leather soles, a comfort insole, and even an engraving. If you choose to have your shoes personalized, please keep in mind that engraved shoes are not applicable to our policy.

Once you are done, add your custom design to your bag and proceed with check out.

How do I care for my shoes?

Always take care of your loved ones. Exceptional quality shoes can last a lifetime, but only if they are properly cared for.

Condition

First use a soft brush to remove any excess dirt from your shoes. After cleaning, gently wipe with a soft polishing brush. Remove the shoe laces and condition your shoes with a natural shoe wax to soften and moisturize the leather, until the entire shoe surface has been covered. After a few minutes, wipe off any remaining wax. Ideally, one should condition one’s shoes once a month, particularly if you are wearing the shoes regularly.

Polish

Apply polish to your shoes sparingly and in circular motions with a small brush or cloth. Pay particular attention to the areas around the toe and heel. Allow the leather to absorb the polish. Buff your shoes with a brush, and then follow with a cloth, using a sawing motion on the surface to give the shoes an extra gleam and shine.

Patina Care

Use a brush to gently clean any dirt. Use a cloth to remove any dust or surface dirt. Remove the shoe laces and apply clear wax over the whole shoe with a small brush to condition and soften the leather. After a few minutes, wipe off and give it that extra buff with a cloth to give your shoes a soft shine.

After Care

Straight from our expert cobblers, here is a little advice to make sure your sartorial investments stay in mint condition. Invest in a pair of shoe trees to absorb moisture and keep the shape of your shoes in the wardrobe. Always use a shoe horn when slipping into your soles to protect the heel. Exceptional quality leather shoes can last a lifetime, but only if they are properly cared for. And then, like a fine wine, they will only get better with age.

What is our order delivery time frame?

Our standard timeframe to handcraft your shoes is typically 4 weeks, and our accessories are delivered within 2 weeks.

* With the current situation, please expect any new orders placed to take 4-6 weeks delivery. 

* For existing orders, it may take a little longer than previously communicated, but rest assured our team is doing all they can to complete your order swiftly. 

Our cobblers will start handcrafting your shoes within 24 hours of receipt of your order. 

As soon as your shoes are completed and ready for delivery, you will receive an email notification providing you with your DHL tracking details. 

Selecting the express delivery option means your shipment will be delivered to you 1-2 days. Standard delivery can take up to 4 business days, depending on your delivery location, and provided there are no customs delays.

*Please note that our courier partner does not deliver parcels during the weekends.

Which countries do we deliver to?

We use DHL parcel services for delivery. If they can find you, we can deliver to you.

How can you track your order?

Once your order has left our workshop, you will receive an email containing an air waybill number to track its progress online. If you are a registered customer, you can also follow your delivery by signing in to your account and selecting My Account, followed by Order Status.

Our shipping partner, DHL, also offers you the flexibility to make changes to your delivery while your purchase is on its way to you. Enter your mobile number at checkout to receive an SMS notification after your order has been dispatched, follow the link provided and choose from a range of options including:

- Rescheduling your delivery for a nominated day.
- Placing your shipment on hold if you are away from home.
- Arranging to collect your order from a DHL service point.
- To find out if On-Demand Delivery (ODD) is available in your country, visit ondemand.dhl.com. 

 IMPORTANT INFORMATION

  • Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
  • Our delivery time starts from the moment your order is completed.
  • We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.
  • While we aim to ensure that all orders are received when expected, delivery to a remote destination is not always guaranteed to arrive within the specified shipping timeframe.

If you have further questions, please feel free to contact at customercare@undandy.com

Do your shipment include insurance?

Undandy insures each purchase during the time it is in transit until it is delivered to you. Once an item is signed for, responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Undandy and transfer of responsibility in the same way.

DHL can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. By waiving the signature, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.

Please note, if your delivery is above a certain value, you will not have the option to opt out of signature confirmation. This is to insure the safe arrival of your order.

Valuable information regarding duties and taxes

Orders shipped outside of the United States may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

Undandy has no control over these charges, nor can we predict what they may be.

Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

How do we ship our items?

We are partnering with DHL to deliver your goods, and you should expect to receive an Undandy branded box.

Items such as our insoles, socks, belts, shoe care, cardholder, and pocket square are usually sent along with your shoes. If these items are ordered without shoes, then you should expect to receive them in a DHL branded bag.

*Please note that at this time due to stock limitations we are temporarily excluding our complimentary yellow cloth shoe bag.

What is your return policy?

We are pleased to offer free returns and exchanges worldwide for items that meet our Returns Policy.

Your item is applicable for a return or exchange within 30 days of receipt. Shoes that have been engraved or worn are not applicable to our policy.

Shoes 

Custom shoes - Exchange only. Due to the nature of customized shoes, we will not accept them for return unless they are faulty upon delivery, and have been approved by our team for return.

Essentials and Collection shoes will be accepted for an exchange or return. 

Accessories

Belts - Exchange only. Due to the nature of being custom sized, we will not accept them for return unless they are faulty upon delivery, and have been approved by our team for return.

Items such as insoles and socks can only be exchange or returned if unopened and in undamaged packaging. This will be approved by our team upon receipt at our workshop.

If your shoes don’t fit or aren’t exactly what you expected, we request that you get in touch with us to set up your free return or exchange. Please provide us with your order number, the reason for your return, confirm your pick up address including contact number, and advise a convenient collection date (weekdays only). Please note that we have the right to refuse an exchange or return if we receive the item and identify it as used or in opened/ damaged packaging.

Customers returning items repeatedly and shoes returned outside our timeframe may be accepted at our discretion and may only be refunded as a credit for a future purchase. Vouchers and store credit are not applicable for refund.

 *We recommend that items are returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

How can you return your shoes for a refund?

Your refund will be credited to the original payment method and will not include the delivery fee. Delivery costs are not considered for items returned using our free collection service. *Vouchers and store credits are not applicable for a refund.

Please note that refunds can take up to +10 business days to show on your account due to varying processing times between payment providers.

Customs duties and sales taxes are non-refundable through Undandy. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. 

What if you want to cancel your order?

You have the right to cancel your order with us within 24 hours of your order being placed.

To request to cancel, please contact at customercare@undandy.com

What if you have a faulty item?

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear and engraved shoes are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund. Simply request a return by contacting our customer care team. 

If you discover a fault after our 30 days policy, but within six months of purchase, you can still return it. Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement pair. If the same product is no longer available, you are entitled to a credit on a new item or will be refunded.

If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.

For all faulty items outside our Returns and Exchange Policy, please contact customercare@undandy.com.

Important information to know

  • We have made every effort to display as accurately as possible the colours of our products that appear on our Undandy website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

  • All items are quality controlled and checked for any faults before they are dispatched to clients.

  • Should you receive an item that is not in perfect condition, please contact us immediately at customercare@undandy.com.

  • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

  • Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

  • Free collection do not apply to items returned from a different country to the original shipping destination of the USA and Europe. If you wish your replacement shoe to be different country, additional shipment fees will need to be paid for by the client.

  • We prefer that items are returned to us via DHL. However, you may return the goods by any secure means. Please contact our customer care team us to request the return address.

  • We request that you contact us at customercare@undandy.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL.

  • Undandy has the right to refuse returns and refunds at our own discretion.

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 at customercare@undandy.com

We are also available for immediate assistance by clicking the Livechat icon on our website. 

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.

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

We can handcraft different sizes for each foot. When placing your order please select one size, and then contact our customer service department at customercare@undandy.com immediately afterwards, so we can adjust it to your size.

Kindly provide us with your name and order number to amend your order.

How can I contact UNDANDY?

If you have any questions or suggestions, please feel free to contact our Customer Care team via e-mail at customercare@undandy.com We are also available for immediate assistance by clicking on our Livechat icon located on our website.

*Due to Covid-19 safety precautions, our customer service is working limited hours. As we are receiving a high volume of e-mails and requests please expect our response time to be longer than usual. We will answer your email at first come-first served basis and as soon as possible. 

Please feel free to view our frequently asked questions or send us a message by clicking the "Talk to us" on our website.

We thank you for your patience and apologize for the inconvenience.

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.

Why am I 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 customercare@undandy.com for assistance.

An Update from Undandy with regard to Covid-19

With the WHO (World Health Organization) determining that the Coronavirus (Covid-19) has now become widespread, Undandy is taking necessary, preventative measures to ensure that both our local team and worldwide customers are protected against contamination.

By following the regulations our government has introduced, we aim to prevent further spread and minimize the impact on the movement of goods. 

Our courier partner DHL is also taking precautions to ensure the safety of their employees and the safety of our customers.

They are following all guidelines of the RIVM and all staff members have been provided with a Prevention Kit which includes: a safety mask, disposable gloves, hand sanitizer, and disposable disinfectant wipes for the scanner.

All signatures required for DHL Express service are being waived at this time. 

In addition, we are not able to deliver to Russia, and there are currently limitations for deliveries to China, Italy, Spain, and France. 

For more information on DHL, please visit this link: https://www.dhlexpress.nl/en/news/coronavirus/covid-19-outbreak

*With the current situation, please expect any new orders placed to take 4-6 weeks delivery. For existing orders, it may take a little longer than previously communicated, but rest assured our team is doing all they can to complete your order swiftly.

We’d like to reassure you that should the above change, we’ll be making sure to communicate this as soon as possible.

Please feel free to contact us if you have any additional questions, you can reach us at customercare@undandy.com or if you prefer immediate response we suggest contacting us through Live Chat on our site, Facebook or Instagram.

Our team is ready to assist you and available from Monday to Friday during GMT office hours.

Thank you,

The Undandy team