FAQ

When selecting a size for our products, we highly recommend that you follow our sizing guide. Our sizing guide provides detailed instructions on how to measure yourself accurately.

It is important to note that different styles may have slightly different sizing. So we suggest reviewing the specific sizing information for each product before making your purchase. If you have any questions or concerns about sizing. please do not hesitate to reach out to our customer service team for assistance.

What size must I choose?

When selecting a size for our products, we highly recommend that you follow our sizing guide. Our sizing guide provides detailed instructions on how to measure yourself accurately.

Caring for your vellies could extend the need to be replaced and delay the need to be revived.

See our cleaning instructions below:

1. Remove any dust with a damp cloth.
2. Mix 1 part mild soap – such as a facial soap, dishwashing liquid or very mild clothes detergent – with 8 parts lukewarm water.
3. Pour a bit of the solution onto a sturdy cloth or sponge, preferably a microfibre cloth. Never put the mix directly onto the leather as this could cause over- saturation.
4. Gently wipe the stain.
5. Once the stain has dissolved, leave the shoes to dry naturally, away from direct sunlight.
6. After drying, we recommend to spray the leather with leather sealant to prevent further stains. This product is oil and water repellant.
7. Use the Sapmok leather cream to soften leather when it is old, hard and stiff. Keep in mind that any leather cream will darken the colour of the leather.

Shop our spotless cleaning kit or leather care products for optimal results.

How do I clean my vellies?

Caring for your vellies could extend the need to be replaced and delay the need to be revived.

See our cleaning instructions below:

1. Remove any dust with a damp cloth.
2. Mix 1 part mild soap – such as a facial soap, dishwashing liquid or very mild clothes detergent – with 8 parts lukewarm water.
3. Pour a bit of the solution onto a sturdy cloth or sponge, preferably a microfibre cloth. Never put the mix directly onto the leather as this could cause over- saturation.
4. Gently wipe the stain.
5. Once the stain has dissolved, leave the shoes to dry naturally, away from direct sunlight.
6. After drying, we recommend to spray the leather with leather sealant to prevent further stains. This product is oil and water repellant.
7. Use the Sapmok leather cream to soften leather when it is old, hard and stiff. Keep in mind that any leather cream will darken the colour of the leather.

Shop our spotless cleaning kit or leather care products for optimal results.

What are the sizing specs of my order?

You can access our sizing guide, which includes all of the sizing information for products here

I’m having issues placing an order.

We’re sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible

If the product you want is in stock, you can expect to receive your order within 5-7 working days. This time frame includes processing, packaging and shipping. We will also send you email updates on the status of your order. So you’ll know when to expect it.

How long does it take to get a product that is in stock?

If the product or size you’re looking for is not currently in stock. Please be aware that there will be a lead time of 20-25 working days before we can fulfill your order. This time frame allows us to manufacture or source the item from our suppliers, perform quality checks and prepare it for shipment. We will keep you updated on the progress of your order via email. So you’ll always know when to expect delivery.

What is the lead time on products that are in stock?

I’d like to cancel my order.

You can cancel your order from your accounts page.

Please follow these steps:

Contact our customer service team via email or phone to initiate the exchange process.
Provide the order number and details of the item you would like to exchange, as well as the reason for the exchange.
Our team will provide you with instructions on how to return the original item and will assist you in placing a new order for the replacement item.
Once we receive the original item and verify its condition, we will process your exchange and send you the replacement item.
You can expect to receive the replacement item within our standard shipping time frame of 5-7 working days for in-stock items or 20-25 working days for out-of-stock items.
We will send you email updates on the status of your exchange throughout the process.

Please note that we only accept exchanges for items that are in their original condition, with tags attached and no signs of wear or damage. If the item you wish to exchange is not eligible for exchange, we will notify you and return the item to you at your expense.

Please review our Returns Policy for details on how to set up a return.

I'd like to return or replace my order

Please follow these steps:

Contact our customer service team via email or phone to initiate the exchange process.
Provide the order number and details of the item you would like to exchange, as well as the reason for the exchange.
Our team will provide you with instructions on how to return the original item and will assist you in placing a new order for the replacement item.
Once we receive the original item and verify its condition, we will process your exchange and send you the replacement item.
You can expect to receive the replacement item within our standard shipping time frame of 5-7 working days for in-stock items or 20-25 working days for out-of-stock items.
We will send you email updates on the status of your exchange throughout the process.