Frequently Asked Questions
Do you accept returns/exchanges?
We accept returns/exchanges for new, unused slippers within 14 days of receipt. Last Chance items and all apparel are final sale, and not returnable.
Please visit the Returns and Refunds page for more information.
How long will it take for me to receive my order?
Generally, domestic orders will arrive within 5 business days and international orders will arrive within 1-2 weeks.
This will vary depending on a number of factors.
For more detailed breakdown, see our Shipping Information page.
My tracking says the package has been delivered, but I haven't received it.
Sometimes, packages are delivered to the wrong address (ie a neighbor) or mis-scanned by USPS. Please allow 5 business days (excludes weekends) for the package to turn up before reaching out to our customer service team.
Are customs fees and duties included when I place my international order?
No, all additional customs fees and duties are the responsibility of the customer.
The shipping fee only covers the cost of shipping the items to you. We pass on the shipping costs charged to us directly by the carriers.
How often do you restock?
Generally, staple colors such as black, white, and red will be restocked on a regular basis.
Most other color ways are either limited edition (1 time run) or not on a regular restock schedule.
Unfortunately, we cannot provide information regarding release dates ahead of their scheduled announcement date.
Why was I charged twice for my order?
Don't worry - unless you received two order confirmation emails with two different order numbers - you are most likely only being charged once. Sometimes, multiple pending transactions can appear on your credit card for a single order due to technical glitches. However, only the actual charge will post to your credit card statement, and the other charge(s) will drop off your pending transactions list.
If you see multiple charges actually post (meaning they are no longer in the pending transactions section), please notify us.
I received a notification that my order was shipped, but I don't see any updates on the tracking link.
DOMESTIC: In some cases, USPS will accidentally miss scanning a package when receiving it from us, but will still send it along the route. In these cases, you may not receive any tracking notifications, but the package will scan in at your local post office a day or so prior to making final delivery. In majority of cases, USPS picks up packages from us the same day that the shipping notification is sent to you.
If you'd like to confirm the status of your order, please feel free to email us at firstname.lastname@example.org to check your order status.
INTERNATIONAL: FedEx scans packages immediately upon receiving them. Therefore, if you have not received any tracking updates for more than 3 days after receiving the tracking email, please contact us at email@example.com.
If you need to return or exchange an item, please visit the Returns and Refunds page for more informatin.
If you have other questions or require assistance with your order, please send our team an email at firstname.lastname@example.org.
Please include all relevant info such as order number or photos.
We do our best to respond to all inquiries within 1-2 business days of receipt (excludes weekends and holidays). Please be sure to check your spam folder for a response.