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MY ORDER

The usual production time is about 4-6 weeks. Remember that you are purchasing a made-to-order pair of shoes, that is, your pair is not produced in advance, every part of it will be hand-crafted, exclusively for you, after submitting your order. From start (leather hand cutting) to finish (sole stitching).

Also, bear in mind that some customizations and artisan methods (i.e Patina Finishing) are more time consuming than others. If you customize your order with them, we might exceed the standard manufacturing time.

We will do our best to fulfill the above production time for all the orders, however, as a hand-made production process, our production line is subject to issues which are out of our control. Issues like stains or broken pairs while moulding the shoes, forces us to start the manufacturing process from the beginning.

In those rare cases, we promise to keep you informed , and try to re-manufacture the broken pair as soon as possible.

On the unlikely event of not being able to produce your pair again from the beginning (i.e. Out of stock of a certain material) we will contact you immediately and offer an exchange or a full refund

Since this a made-to-order service, we do not allow to cancel or modify an order which has been placed and paid on our systems, since it will be automatically sent to production right away after the payment.

If you spot any error after submitting an order, please, send an email to our support team as soon as possible.

DELIVERY & SHIPPING

We ship worldwide using UPS Express Worldwide service. Please, refer to the checkout form for a full-list of available countries

Once the order is finished we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our factories in Spain.

Transit time depends on your country and postal code. The majority of the orders are delivered in about 3-4 days.

UPS Shipping Costs depends on your country and postal code. You will be advised of the total shipping costs on the checkout page, after entering your shipping information

Yes, you can track your order from My Account, alternatively, we will send you an email with the UPS tracking number of the parcel. You can check shipping status on UPS.com

Yes, you are responsible for any custom duties and import taxes required but the customs agency of your country. Each country has different regulations regarding taxes and duties.

PAYMENT & INVOICING

We accept payments from PayPal and debit/credit cards (visa, mastercard, amex, maestro)

There are many reasons for a transaction to fail, please check the info below and try again:

  • Wrong card data: please try again, and make sure you enter exactly the same information printed on the card
  • Credit/debit limit: some cards have a daily/monthly transaction limit (for ex. 600 EURO), for security reasons: please, contact your bank or try with another card
  • 3DSecure verification fail: Card is not enrolled on 3DSecure or you can’t get trough your bank verification process: please, contact your bank or try with another card

Our website uses a secure payment gateway, which includes a 2nd step of verification called 3DSecure. The addition of 3DSecure protection allows for extra security on all transactions through our website.

After entering your credit card information and click on the payment button, you will be redirected to a 2nd verification page, which is entirely handled by your bank.

Depending on the bank, the 3DSecure verification process varies. The usual procedure involves texting a secure code to the authorized mobile phone, or using a special verification pin code, only known by the rightful owner.

This process is entirely handled by your bank, not us. If the 3DSecure validation is not successful, the transaction will fail.

We use SAGEPAY® as a payment processor. Your credit card data is safely transmitted to our processor gateway using an encrypted SSL connection, that means, your financial information is directly submitted from your browser to sagepay’s secure server without us (Animas Code) having access to your card data.

Sagepay is one of the most valued payment processors worldwide. Their servers are full PCI compilant and are managed by industry-leaders security experts.

Our company follows the European and Spanish policies about taxes

All European buyers are subject to 21% vat on all their purchases. Customers outside the European Economic Community (i.e United States) are not subject to any vat or taxes.

You will receive an email with our Commercial Invoice shortly after placing a new order.

Also, if you created a personal account on animascode.com before or during the purchase, you can access to My Account, all invoices are stored there for your convenience.

If you are unable to locate your invoice, please, contact us at support@animascode.com

RETURNS & REFUNDS

Yes, you may apply for a full refund by sending the product back to our warehouse. Once the item has been received and your refund has been approved and authorized, you will receive a confirmation email. You will be refunded through the same method of payment you used to pay for the order. The original shipping costs will not be refunded.

Products must be returned in new condition (no visible wear on the upper or sole of the shoe; no visible creases or stretch marks on belts), and with the original packaging.

Sale items and purchases made using coupons or voucher codes will be refunded with in-store credit ONLY

Please refer to the Return Policy section of this site for more information and procedures

Yes, we do accept size exchanges, however, if you want to exchange an article for a different size, you must return the item first and apply for a refund. Once the returning procedure is fulfilled, the amount will be refunded back to you with in-store credit. Then you will be able to place a new order for the replacement item.

Please, refer to the Return FAQ to learn more about the process.

Yes, you will be responsible for paying for your own shipping costs for returning your item.

If you are shipping back an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

The refund will appear in your account balance in the next 7 to 15 working days after you receive the email confirming the refund, although this may vary depending on the conditions of each bank.

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@bespokefactory.com.

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