All The Boring But Important Things

Shipping and Delivery

To reduce our environmental impact and production waste, Loyal Footwear is either produced in small batches, or made to order in Hoboken, New Jersey. 

If purchasing made to order, the lead time is currently between 3-4 months as we are working our way through a large numbers of Kickstarter and Indiegogo orders. Please allow additional days for delivery, depending on the shipping service you select at checkout.

Pairs in stock will ship out in 1-2 business days from when the order is placed.

 

What is the lead time?

Our made to order process typically takes between 3-4 weeks. *However the lead time is currently between 3-4 months as we are working our way through a large numbers of Kickstarter and Indiegogo ordersPlease allow additional days for delivery, depending on the shipping service you select at checkout.


We always do our best to get your pair to you as soon as possible, but if you have any questions regarding your order and delivery, please email support@loyalfootwear.com


What’s the status of my order?

You can email us at support@loyalfootwear.com and we can tell you where the shoes are at in the manufacturing process, and even take photos if you wish!

You will receive an automated email containing tracking information as soon as your order ships. Please note that it may take up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”


Can you rush ship my order?

We can only make your order the same pace we make the other shoes, as we are a very small team of 2. If you wish for us to ship UPS express, please coordinate with support@loyalfootwear.com



Am I responsible for paying customs fees when my international order arrives?

It is the customers responsibility to pay duties and taxes when the goods reach your country. Please note for Canada and Mexico our products fall under NAFTA so you will receive a discounted rate in accordance with this law. If you ship your items UPS you should expect to be invoiced from UPS before your products are delivered. If you ship USPS typically a note is left to settle duties and taxes before the package is released. It is important you include your phone number and correct email address at checkout so customs can reach you quickly.


How much does shipping cost?

We ship our shoes via USPS or UPS both Domestic and International. The cost of shipping is automatically calculated at checkout using your shipping address. The cost of shipping does vary depending on where your package is being shipped.


How can I track my order?

You will receive an automated email containing tracking information as soon as your order ships. Please note that it may take up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”

What if my package is lost or missing?

Unfortunately we do not replace stolen packages marked as delivered. However we do offer help locating a lost or missing package. Please see below for instructions based on the service you selected at checkout.


For USPS Domestic -

It is very rare that we experience a permanently lost package in the US. They typically just need to be tracked down. If you do not have issues with package theft at your location please first speak with your delivery courier to see where and when the package was left. Next, go to your local USPS distribution center to check for a package hold or miss delivery. Please take your tracking number and Government ID with you. If your package has not yet been found, for further assistance please reach out to USPS 1-800-ASK-USPS to file a missing package claim.

In the case that your package was returned to us we will reach out to you to reship.  

UPS -

UPS is a very reliable domestic delivery service. If you have not received your delivery please contact your UPS at 1 (800) 742-5877 for a delivery update.



Returns & Exchanges

Can I return a pair of shoes I just received?

We are happy to facilitate a return for a store credit or exchange.

First email our Customer Support team at support@loyalfootwear.com to get the process started and to receive a return label. We will be able to accept returns that are unworn and in good condition within 14 days of delivery. Once we receive the shoes, we will be able to give you a store credit to use for your next order.



How can I exchange a pair of shoes I just received?

Items returned within 14 days of receipt in an unworn condition are exchangeable for a different size or color. 


Please email Customer Support team at support@loyalfootwear.com to get the process started. We are happy to hear what size shoes you normally wear, and more about you so we can advise you on which Loyal Footwear shoe size will  best fit you. Once we determine what shoe size you need in the style you wish, we will put in the order, and it will be exchange within 2 weeks for domestic orders.

Items marked as final sale, free gifts, or promotional items with no retail value will not be exchangeable.


Do you offer refunds?

We currently do not offer refunds. Your shoes are made to order, and we do not carry inventory. We want to craft a great fitting shoe for you, so we are happy to exchange for alternate sizes until we find a fit that you feel great in! We’re committed to making you a great fitting shoe, and we’ll be delighted if you commit to purchasing from us and supporting women makers in the USA.

General Questions & Care

Where do you make your shoes?

We design and make our shoes in our factory, in Hoboken, New Jersey.

 

Can I try on your shoes somewhere?

You can also reach out to support@loyalfootwear.com to schedule an appointment to come visit the factory showroom in Hoboken to try on shoes.

 

Do you do repairs?

We will offer a 100 day warranty on shoes that were reasonably worn that have manufacturing defects. Please email us photos of the shoes and the condition to support@loyalfootwear.com to start the process.

 

Quality Assurance

We stand behind our shoes- our amazing team of shoemakers handcraft each pair of Loyal footwear in small batches or as they are ordered. If you feel you may have received a damaged or defective product, please contact us at support@loyalfootwear.com to start our exchange process.

 

Wear and tear, and how to care for your shoes

Each pair of shoes are handmade and after wear, at some point need to be repaired.  Each pair of shoes will wear differently from person to person and vary between styles. There are many factors that will determine the way our shoes wear such as terrain, weather, and use.

Stains, scratches, water damage, wear in the toe and repair to the outer sole are all considered normal wear and tear.

Air out your shoes and allow a few days in between each wear if you wish for your shoes to last longer. If you get them wet in the rain, place paper towels or newspapers inside the shoes to soak up the moisture.

Our plant-based textile crinkle metallics will crackle and soften with wear, taking on a lovely patina and molding to your foot. 

We recommend waterproofing sprays for Ultrasuede or the plant-based textile. The microfiber vegan leathers can be polished with a soft cotton cloth using any shoe polish or shoe wax to keep the surface clean and water resistant.

For all shoes, simply use a damp cloth to wipe away stains.

 

Now the REALLY Boring Stuff

DISCLAIMER

Loyal Footwear collects customer information in an effort to enhance customers' shopping experience, to better communicate with our customers about our products and promotions, and to enhance the accuracy and performance of our operations. This Privacy Policy covers the entire website (“site,” “we,” “us,” or “our”) and addresses the use, disclosure, and security of the personal information we collect. By visiting or using this site, you accept and consent to the practices described in this policy.

 

SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates. You can opt out of these emails at any time using the Unsubscribe instructions provided in such communications or contacting us at support@loyalfootwear.com.

SECTION 2 - CONSENT

How do you get my consent?

When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

 

SECTION 3 - DISCLOSURE

We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.

 

SECTION 4 - SHOPIFY

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.

PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.

 

SECTION 5 - THIRD-PARTY SERVICES

In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

Once you leave our store’s website or are redirected to a third-party website or application, you are no longer governed by this Privacy Policy or our website’s Terms of Service.

Links: When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.

 

SECTION 6 - SECURITY

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.

 

SECTION 7 - CHANGES TO THIS PRIVACY POLICY

We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.

 

(Last updated November 5, 2021)

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