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 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.
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.
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.
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.
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.
What is our order delivery time frame?
Our shoes are made to order and take approximately 2 weeks to handcraft. Once you order is processed, our cobblers start working on creating your shoes within 24 hours of your order receipt. Once your shoes are crafted and ready to ship to you, you will receive an email notification providing you with your shipment tracking details. Selecting the express shipping option means your shipment will be delivered to you overnight. Regular shipping can take between 3-4 business days, depending on your delivery location, and provided there are no customs delays. *Please note that we do not deliver parcels during the weekend.
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 us, 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.
- 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.
Do we offer free shipping?
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.
What is your return policy?
We accept returns within 28 days of receipt. Shoes which have been engraved or visibly worn will not be accepted.
If you should wish to return your shoes please contact us at [email protected]. Please include your order number, name, and reason for your return. Once your request has been reviewed, you will be contacted by our customer care team to advise next steps.
*Please refrain from shipping your return without notifying our customer care team, as we require specific information in order to process your return.*
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.
U.S.A and European clients
Undandy provides free returns from the United States of America and Europe only. We will pay for the cost of the return, we will request a new size, and we will handle the reshipment fees.
For refunds, Undandy will pay for the cost of the return, but only the amount paid for the shoes will be refunded (excluding the shipping fee).
Non U.S.A. and European clients
For returns and refunds outside of the USA and Europe, the client is responsible for the cost of the return.
For refunds, only the amount paid for the shoe will be refunded (excluding the shipping fee). Should you wish to purchase an alternative pair of shoes in the future, we will provide you with a discount code in order to apply to the shipment fee.
BOOKING YOUR COLLECTION (NON USA & EU CLIENTS)
Returns can be collected from your home, work or alternative address.
1. Contact us at [email protected] to advise us of your return, and await next steps.
2. Once you receive confirmation from our customer care team, you will then need to arrange a collection by contacting your local DHL branch.You may visit dhl.com to select your country to find the telephone number. 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.
3. Please be sure to confirm with DHL which documentation is required for your shipment.
*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.
For more information, please contact Customer Care at [email protected] or call us +44 20 3286 0113
How can you exchange your shoes?
There is no charge to exchange items for a different size, however all exchanges are based on availability.
Shipping costs are free for purchases made from the USA and Europe only.
If a purchase was made outside the USA and Europe you will be responsible for paying and scheduling the return. Please note that duties and taxes will be handled at your own discretion.
To exchange an item, request a return by contacting our customer care at [email protected], specifying your order number, name, and reason for your return, also be sure to provide the new size that you require.
Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a credit on a future purchase in order to purchase the new item separately.
How can you return your shoes for a refund?
Your refund will either be credited to the original payment method and will not include shipping costs. Shipping costs will not be refunded for items returned using our free collection service.
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.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
What if you want to cancel your order?
You have the right to cancel your order with us provided you give us written notice.
The cancellation period will expire 7 days from the day after the day you place your order.
To exercise the right to cancel, you must inform us by contacting us at [email protected].
*Please note you may only use your right to cancel the order if you give us formal written notice of cancellation any time after your order has been placed, up until
7 calendar days from the day after you place your order by email as described above.
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 28 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 for 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 of our Returns and Exchange Policy, please contact [email protected]
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 [email protected]
- 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 [email protected] 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:
[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.
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.
Can you handcraft extended sizes?
Yes, we can handcraft sizes up to 52 (EUR) / 18 (UK) / 18.5 (US).
For further information, please contact our Customer Care Team, at
[email protected] / +44 20 3286 0113 / via Livechat, at www.undandy.com
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.
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 [email protected].