Policies
Frequently Asked Questions
What happens if I don't like the shoe once it arrives?
If your shoes arrive and you do not like them, contact us immediately. We will fix whatever problem that exists with the shoes. Your satisfaction is our greatest priority. If you are not satisfied, we guarantee a complete refund.
How is sizing done?
When you check out, tell us what size you want the shoes made. Give us your country's size and we will convert it for you. Additionally tell us all that you need to about your feet so that we can build the perfect shoe for you.
I have very narrow/wide feet, can you make shoes for me?
We can make our shoes narrower or wider for you, that's not a problem. When you place your order, you will have a chance to tell us about you sizing needs. Take this opportunity to tell us some information about your feet, such as 'I have wide feet, I'm normally a C width,' etc.
What if my shoes don't fit properly?
Contact us immediately and we will solve your problem through the best possible means for you.
How long will my shoes take to be made and shipped?
You should receive your shoes after approximately 5 weeks of ordering. Our shoes are all handmade, occasionally we'll have a backlog of orders and the time may take longer than this. If you have a special date coming up that you need your shoes for, please let us know in advance and we'll do our best to help you.
How much does shipping cost?
Shipping is FREE.
Which countries do you ship to?
We ship internationally to all countries.
Will I have to pay customs duty or tax on my shoes?
This depends on the country and state you're having the shoes shipped to as customs duty and taxes differ from country to country. Contact your local customs office if you're unsure of any applicable taxes and customs charges. Please note that customs duty or local tax is not included in the price.
100% Guaranteed Satisfaction
We know you're going to love your shoes. But if you don't for any reason you are welcome to return your shoes in unworn condition within 365 days of receiving them.
Shoes that don't fit
What's the point of having custom designed shoes if they don't fit? If you receive your shoes and they don't fit, please don't wear them. Just contact us within 365 days of receiving your order.
If you have any questions about the fit of your shoes, please contact us and we'll talk the details through with you.
Unworn Condition
All returned items must be in unworn condition. Unworn is defined as not impaired by use: not worn away. Items returned that are determined not to be in unworn conditions will not be refunded and will be returned to sender.
Faulty items
Your shoes will be considered faulty if they are received damaged, or where a manufacturing fault occurs within 60 days of purchase.
Explicit Exception to Our Return Policy
If you request a non-uniform size pair (a different size for each foot), then a $100 (USD) restocking fee applies to each pair returned. Additionally, the original shipping fee is not refundable in this case.
If you have any questions about our return policy, please contact us and we'll talk the details through with you.
Declarations
Anything that you provide Safi Suraya, including without limitation, shoe designs, ideas, know-how, techniques, questions, reviews, comments, and suggestions (known henceforth as Declarations) will be treated as nonconfidential and nonproprietary, and Safi Suraya shall have the royalty-free, worldwide, perpetual, irrevocable and transferable right to use, copy, distribute, display, publish, perform, sell, lease, transmit, adapt, create derivative works from such declarations by any means and in any form, and to translate, modify, reverse-engineer, disassemble, or decompile such declarations. All declarations shall automatically become the sole and exclusive property of Safi Suraya.
What happens if I don't like the shoe once it arrives?
If your shoes arrive and you do not like them, contact us immediately. We will fix whatever problem that exists with the shoes. Your satisfaction is our greatest priority. If you are not satisfied, we guarantee a complete refund.
How is sizing done?
When you check out, tell us what size you want the shoes made. Give us your country's size and we will convert it for you. Additionally tell us all that you need to about your feet so that we can build the perfect shoe for you.
I have very narrow/wide feet, can you make shoes for me?
We can make our shoes narrower or wider for you, that's not a problem. When you place your order, you will have a chance to tell us about you sizing needs. Take this opportunity to tell us some information about your feet, such as 'I have wide feet, I'm normally a C width,' etc.
What if my shoes don't fit properly?
Contact us immediately and we will solve your problem through the best possible means for you.
How long will my shoes take to be made and shipped?
You should receive your shoes after approximately 5 weeks of ordering. Our shoes are all handmade, occasionally we'll have a backlog of orders and the time may take longer than this. If you have a special date coming up that you need your shoes for, please let us know in advance and we'll do our best to help you.
How much does shipping cost?
Shipping is FREE.
Which countries do you ship to?
We ship internationally to all countries.
Will I have to pay customs duty or tax on my shoes?
This depends on the country and state you're having the shoes shipped to as customs duty and taxes differ from country to country. Contact your local customs office if you're unsure of any applicable taxes and customs charges. Please note that customs duty or local tax is not included in the price.
100% Guaranteed Satisfaction
We know you're going to love your shoes. But if you don't for any reason you are welcome to return your shoes in unworn condition within 365 days of receiving them.
- We'll refund you 100% of the price you paid for your shoes.
- You are only responsible for the one-way return shipping.
Shoes that don't fit
What's the point of having custom designed shoes if they don't fit? If you receive your shoes and they don't fit, please don't wear them. Just contact us within 365 days of receiving your order.
- We'll have you send the shoes back to us and we'll remake them free of charge..
- Please note that the shoes must be in unworn condition.
- You are responsible for any applicable taxes or duties in your country.
If you have any questions about the fit of your shoes, please contact us and we'll talk the details through with you.
Unworn Condition
All returned items must be in unworn condition. Unworn is defined as not impaired by use: not worn away. Items returned that are determined not to be in unworn conditions will not be refunded and will be returned to sender.
Faulty items
Your shoes will be considered faulty if they are received damaged, or where a manufacturing fault occurs within 60 days of purchase.
- Shoes damaged as a result of wear and tear are not considered to be faulty.
- Where possible, we will offer to repair faulty items.
- Alternatively we'll replace them for a pair made in the same design.
Explicit Exception to Our Return Policy
If you request a non-uniform size pair (a different size for each foot), then a $100 (USD) restocking fee applies to each pair returned. Additionally, the original shipping fee is not refundable in this case.
If you have any questions about our return policy, please contact us and we'll talk the details through with you.
Declarations
Anything that you provide Safi Suraya, including without limitation, shoe designs, ideas, know-how, techniques, questions, reviews, comments, and suggestions (known henceforth as Declarations) will be treated as nonconfidential and nonproprietary, and Safi Suraya shall have the royalty-free, worldwide, perpetual, irrevocable and transferable right to use, copy, distribute, display, publish, perform, sell, lease, transmit, adapt, create derivative works from such declarations by any means and in any form, and to translate, modify, reverse-engineer, disassemble, or decompile such declarations. All declarations shall automatically become the sole and exclusive property of Safi Suraya.