Frequently Asked Questions
Do you take refunds?
The short answer: Yes.
We generally deal with refunds on a case-by-case basis. Obviously, we want our customers to be happy with their shoes so please let us know if there are any issues with them upon arrival. If they do not fit, you can exchange them for another pair, though if there are no shoes of that style in a different size we can refund your money. In these cases, shipping and any cost differences will be on the purchaser. We generally recommend getting the size on the outer edge of your normal range, so if you are an 8/8.5, get the 39 or if you are a 8.5/9 get a 40 (please see size chart on the Care & Sizing page for sizing details). Our shoes are true to size, but a thicker rug may mean a tighter fit. Any sizing questions you have, please e-mail us at info@ten-and-co.com.
If you are returning for a refund, please let us know within 30 days of purchase.
I like your shoes, but I'd prefer to try them on. What are my options?
If you live in NYC or Brooklyn, you can make an appointment at the studio to try the shoes on and see what is in stock and what fits. Please e-mail Tory at info@ten-and-co.com to schedule one. If you need to order online, you can exchange for a different size, you'll just have to pay for shipping again.
Do you ship internationally?
Yes we do. All orders, domestic and international, are shipped using UPS and include a tracking confirmation number and
insurance.
If you do not see your county on the list when checking out, please e-mail us (info@ten-and-co.com) and we will be happy to add it. Shipping costs vary so we want to give you an accurate estimate.
PLEASE NOTE FOR INTERNATIONAL SHIPMENTS (This is important!): The shipping cost you pay on the site is for the shipment only. As in, your country may have you pay for customs fees and tariffs upon receipt of your package. I have no way of knowing what these costs will be and cannot include them in the price of shipping so please be aware that this is an added expense. Asking your local customs office or contacting UPS directly may be able to help you estimate those costs, if any.
The style I wanted is sold out. When will you be getting more?
Unfortunately, more often than not when a style sells out, it's really sold out. Because each rug is unique, each shoe made with that rug is as well. However, when we make shoes out of textiles that are a little more common to find, they may pop up again. Sign up here to add yourself to our e-mail list and get updates when new styles come in.
Do you do custom orders?
If you have unusually small/large feet and would like to wear our shoes, we can fill a custom order for you. You can contact us directly for specific costs and waiting times.
Do you sell wholesale?
Wholesale orders can be filled. They are sort of like large custom orders, because you will be getting a range specifically designed for your store. Please contact me directly for more information!