Shipping Policy

Production time

Standard production is about 2 weeks from the moment you approve your mockup (faster turnaround available with express shipping). Production does not begin until approval, so the clock starts when you say yes, not when you first enquire.

Fit is specified from measurements rather than from a stated size: length, ball width, instep height, heel and the circumference of the calf at its widest are taken for every pair, because a boot has no laces and is retained by the instep and the heel cup alone, so the last the boot is built on determines fit far more than any size marking; shaft height, calf circumference and pull-strap placement are specified explicitly, as a boot that fits the foot is unwearable if the shaft will not pass the calf; slight heel lift in a new boot is described as correct and expected rather than as a defect, and we decline to size a boot down to eliminate it; construction method is always stated, with Goodyear-welted boots described as resoleable and cemented construction described as non-repairable, and comparisons offered on cost per year rather than purchase price; resoling, reheeling and recrafting are carried out on welted boots regardless of who made them, with an honest assessment given where a pair is not worth saving; and where a programme is run for a crew or a party the pattern and mark are shared while every pair is measured individually, with measurements retained so replacements need no repeat fitting.

Express turnaround

If you are working to an opening, a wedding or an event date, tell us the date when you request the quote. Express turnaround is available on most products and we will confirm in writing whether your date is achievable before you pay.

Delivery

Orders ship from the United States by ground carrier, with transit typically running 2–5 business days depending on distance. You receive tracking as soon as the shipment leaves. Expedited air service is available on request.

Addresses and split shipments

Double-check your shipping address before approval — carriers charge to redirect a shipment in transit and we pass that cost through at cost. We can split one order across multiple locations; just tell us the breakdown when you order.

Lost or damaged shipments

If tracking stalls or a carton arrives damaged, contact us with photos and we will open the carrier claim and reprint or refund the affected portion. You do not have to deal with the carrier yourself.