Frequently Asked Questions
Q: I AM BASED IN THE USA. CAN YOU TELL ME THE PRICE OF A PRODUCT AND/OR COST OF SHIPPING IN US DOLLARS?
A: We are an Austrian company and we trade only in EURO (€). All prices displayed on our website and on our invoices are in € and we only accept payments in this currency. Since the exchange rate fluctuates constantly, please ask your credit card issuer or PayPal or your bank (for bank transfers), depending on the payment method you intend to use. Ultimately, the amount you will pay in US dollars depends on the exchange rate they offer to you as their customer.
Q: I RESIDE IN A NON-EU COUNTRY. CAN YOU TELL MY HOW MUCH THE TAXES WOULD BE FOR MY ORDER?
A: We kindly ask you to contact the customs authorities in your country. They are the ones who can give you the most accurate answer. Make sure you give them a description of the product that includes the price of the article, the material of the upper (leather or canvas or mixed), outsole material (leather or rubber) and the country of origin (Italy, where the products are manufactured) and exporting country (Austria). If the article you intend to order from us is made from exotic materials and is accompanied by CITES papers (as our crocodile belts or our shoes made from elephant leather are), you have to also mention this information.
Q: I AM A NON-EU RESIDENT BUT I HAD MY ZONKEY BOOT ORDER SHIPPED IN A EU COUNTRY. I INTEND TO EXPORT THE PURCHASED ITEM(S) TO A NON-EU COUNTRY. CAN I HAVE A TAX REFUND?
A: According to Austrian law, tax refunds are only possible for purchases over the counter, when the customer is present and can prove his non-EU residency by presenting his/her passport to the seller. Online businesses are not allowed to sell and ship tax-free to other EU countries.
Q: I AM ORDERING FROM A NON-EU COUNTRY AND I AM AFRAID OF HIGH IMPORT TAXES AND DUTIES. CAN YOU DECLARE A LOWER VALUE ON MY INVOICE?
A: No, we cannot. We are obliged by Austrian law to declare the real value of the merchandise we export to non-EU countries on all documents. Furthermore, you, as the importer, might face legal action and/or fines in your own country since the law prohibits importing goods based on documents which contain false information, like the actual value of the merchandise.
Q: MY COUNTRY IS NOT ON THE LIST OF SHIPPING DESTINATIONS. HOW CAN I MAKE A PURCHASE FROM YOU?
A: Please contact us by e-mail. If we can add your country to the list of countries we ship to, we will do so within 2-3 working days.
Q: CAN I RETURN A PAIR OF MADE-TO-ORDER SHOES?
A: As stated in our MTO Program description and in our Terms and Conditions, we don’t accept returns for Made-To-Order shoes. For your information, products expressly made by a manufacturer according to the customer’s specifications and size constitute an exception in the consumer protection laws. A consumer has no right to withdraw from a contract for such goods. Therefore he has no right of return and he is not entitled to a refund. More than this, he has the obligation to pay the retailer in full for the made-to-order product. We find this exception to be correct and fair towards all manufacturers of made-to-order, customised, personalised, made-to-measure or bespoke products.
Q: I WISH TO ORDER MTO SHOES, BUT I DON’T WANT TO PAY BY BANK TRANSFER. CAN YOU OFFER ALTERNATIVES?
A: Unfortunately, we cannot offer alternative payment methods. As clearly stated in our Terms and Conditions, for MTOs we only accept payments via direct bank transfer (from your personal bank account to our company’s bank account). Our refusal to accept any other payment method than bank transfer for such orders is strictly a measure to protect our company from credit card fraud or chargeback fraud.
Q: BUT YOU OFFER PAYMENT METHODS WITH CREDIT CARDS FOR STOCK PRODUCTS. WHY NOT FOR MTO?
A: An order for Made-To-Order shoes is an order handled via e-mail and outside the web shop’s environment, therefore the payment methods technically implemented in our website, which include increased security measures, are out of reach. (To protect ourselves and our customers from credit card fraud we only accept on our website 3-D secure credit card payments, via PayMill, the payment processing service which we have contracted.)
Any other credit card payment method that we would offer for MTOs outside our safe web shop environment would expose our company to credit card fraud or chargeback fraud.
Q: WHAT ABOUT PAYING WITH PAYPAL FOR MTO ORDERS?
A: PayPal is a company offering to its users (private persons or companies) a service (i.e., facilitating an online money transfer) for a fee. When entering a contract with PayPal, both consumers (named ‘Buyers’) and companies (named ‘Sellers’) must agree to PayPal’s User Agreement and respect its own terms and conditions.
PayPal User’s Agreement with Sellers clearly state that the merchant’s Seller Protection does not include payments for custom-made products, down payments or payments made in instalments for such products. (PayPal also says the same thing in regard to Buyer Protection. Please inform yourselves responsibly by visiting PayPal’s website. Make sure you read the fine print.)
To be more clear, Made-To-Order shoes fall outside the Seller’s Protection Policy agreement that we, as a merchant, have with PayPal. Understandably, if we would disrespect our agreement with PayPal, our company would become exposed to credit card fraud or chargeback fraud, risks that we are not willing to take.
Q: WHAT IF THERE IS A QUALITY PROBLEM WITH MY MADE-TO-ORDER SHOES?
A: Made-To-Order shoes are controlled personally by us during several stages of the manufacturing cycle and before packing and shipping. Each pair of shoes is also photographed before being shipped. In other words, we take all necessary measures to ensure that we are not supplying you with faulty items. Nevertheless, if you believe that you have received a faulty item, please contact us immediately via e-mail at firstname.lastname@example.org or via telephone at +43 664 4326700. Faulty items, independently if they are stock items or Made-To-Order, are entirely our responsibility. We will handle each case with extra care and we will try to find the most convenient solution for you (e.g., replace the MTO shoes by making you a new pair, repair the existing pair if it can be easily repaired or refund you fully).