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common questions

All ZUZII shoes are handmade-to-order in Los Angeles, California

Current footwear production time: 7-10 BUSINESS days
Current email response time: 48-72 hours

Where are your products made?

All ZUZII shoes and accessories are crafted by hand in our studio, located in Downtown Los Angeles, California. We operate a small manufactory where we take your order from start to finish. (more detail)

Do you only sell your shoes online?

Yes we do. Selling exclusively on our website allows us to offer you the best possible price on our products. This also allows us to offer made-to-order (no more shoes that have been sitting around a warehouse for months) and an expansive range of color and print options.

Do you use any vegan leathers?

We do not use faux leather. We only use quality Italian suede & vegetable-tanned top grain leather. Since all of our leather is a by-product and biodegradable, this is the most eco-friendly option available to us at this time, but we are always looking new innovations in the leather and footwear industry

Quality Assurance

We have an amazing team that hand crafts each shoe after it is ordered. We always stand behind the skills of our makers and the quality of our products. If you feel for some reason you may have received a damaged or defective product, please don’t worry, we guarantee to help repair or replace your item. (Please email us or check our warranty to make sure any damage is not considered normal wear and tear.)

Warranty

Each pair of our shoes are handmade and may at some point need to be repaired. Each pair of shoes will wear differently from person to person and vary between styles. There are many factors that will determine the way our shoes wear such as terrain, weather, and use. Stains, scratches, water damage, wear in the toe and repair to the outer sole  are all considered normal wear and tear.
Outer shoe soles are designed to be replaced at some point, if you have an issue with the attachment of the outer sole we recommend taking it to your local shoe repair.

How do your shoes come packaged?

All of our shoes are packaged in a Match-Box style shoe box, wrapped in tissue paper and shipped in a durable shipping box. We never flat pack any of our shoes, to guarantee quality upon arrival.

How do your shoes fit?

Our shoes run true to size, and on the narrow side. All of our shoes are designed to be worn fitted (without socks), because we use all natural materials on the upper it allows the shoe to stretch and form to the shape of your foot. If you are unsure of sizing or have any questions please feel free to contact us via email and we can help you find the correct fit.

Are your shoes unisex?

Yes, our baby, toddler, and youth shoes are unisex. Our shoes do run narrowly so please be sure to measure feet prior to placing an order. If you are unsure of sizing or have any questions please feel free to contact us via email and we can help you find the correct fit.

Do you make wide shoes?

At this time we do offer our womens sizes in Wide. All of our shoes are designed to be worn fitted (without socks), because we use all natural materials on the upper it allows the shoe to stretch and form to the shape of your foot. If you are unsure of sizing or have any questions please feel free to contact us via email and we can help you find the correct fit.

How do I know what size to buy?

Please view our SIZE GUIDE page for information on how our shoes fit and how to get the proper size measurement. If you are still unsure of sizing or have any questions please feel free to contact us via email and we can help you find the correct fit.

I usually buy a half size, should I size up our down?

For maximum comfort and wearability, if you are in-between sizes we like to ask how you want your shoes to fit; if you prefer them to be tighter and more fitted we recommend sizing down, if you would like to have more room we recommend sizing up. It all depends on how you like to wear your shoes. Because we use all natural materials on the upper it allows the shoe to stretch and form to the shape of your foot. If you are unsure of sizing or have any questions please feel free to contact us via email and we can help you find the correct fit.

Can I pick a shoe size based on my childs age?

No, because all children’s feet grow at a different rate, we cannot give you accurate size information based on the age of a child. We always recommend referring to our SIZE GUIDE prior to purchasing. If you are wanting to purchase as a gift, we always offer GIFT CARDS to ensure the correct size is purchased once the foot can be measured.

How do I care for Top-Grain Leather?

Step 1: Rub saddle soap into the leather using a damp cloth or sponge.
Step 2: Wipe away lather and allow to air dry.
Step 3: Oil leather with a leather preservative such as mink oil.

How do I maintain my suede shoes?

To maintain your shoes spray a recently purchased or recently cleaned suede item with one of the many products that protect against water damage and other stains. As with any material test a small unseen patch first.

How do I clean my worn suede shoes?

Step 1: Use a nail file to remove dry mud and scuff marks on suede shoes. Gently file away the stain with delicate strokes. A suede brush also works to remove dirt on shoes and clothing.

Step 2: Remove oil stains on suede by rubbing talcum powder or cornmeal directly on the spot. After several hours, brush off the powder. Repeat if necessary.

Step 3: Keep in mind that major stains will probably require professional care. Take your suede item to someone who specializes in leather and suede; inexperienced dry cleaners or cobblers can cause more harm than good.

Return Policy

Unworn and undamaged goods, in original packaging can be returned within 30 days of receipt of goods to redeem a full refund less shipping. Please make sure to include either your packing slip or a note with your full name and order number. Refunds will be issued same day, please allow 2-3 business days for refund to appear in your bank account. Please make sure to contact us for return authorization prior to shipment. Any return without authorization will not be accepted. If any of these requirements are not met we will not be able to process your return. If you feel for some reason you may have received a damaged or defective product, please don’t worry, we guarantee to help repair or replace your item. (Please email us or check our warranty to make sure any damage is not considered normal wear and tear.)

All discounted/sale items are final sale.
If you have any questions please reach out to us via email

Exchange Policy

Do to the fact that all of our shoes are handmade to order, for management purposes, and to better serve you, we cannot except exchanges at this time. If an exchange is needed, please send the unwanted item back for a full refund and place a new order through our website for the item you would like.

International Returns & Exchanges

We do accept international returns. Do to the fact that all of our shoes are handmade to order, for management purposes, and to better serve you, we cannot except exchanges at this time. If an exchange is needed, please send the unwanted item back for a full refund and place a new order through our website for the item you would like. Unworn and undamaged goods, in original packaging can be returned within 7 days of receipt of goods to redeem a full refund less shipping. Please make sure to include either your packing slip or a note with your full name and order number. Refunds will be issued same day, please allow 2-3 business days for refund to appear in your bank account. Please make sure to contact us for return authorization prior to shipment. Any return without authorization will not be accepted. If any of these requirements are not met we will not be able to process your return. If you feel for some reason you may have received a damaged or defective product, please don’t worry, we guarantee to help repair or replace your item. (Please email us or check our warranty to make sure any damage is not considered normal wear and tear.)

When can I expect my refund?

Your refund will be issued the same day your return is received, and will shoe up in your bank account 2-3 days after. Please make sure to read our return policies before any goods are mailed back to us.

What if my items are defective?

If you feel for some reason you may have received a damaged or defective product, please don’t worry, we guarantee to help repair or replace your item. Please make sure to read our warranty to make sure it is not considered normal wear and tear. After, please contact us with any issues and to better help you and please include photos of any defects.

What payment methods do you accept?

We accept Visa, Mastercard and Paypal debit cards.  We also accept Visa, Mastercard, Discover Card and American Express. credit cards.  You can also pay with your Paypal account by click on “Pay with PayPal” on the check out page.

I need my order by a specific date can you guarantee I will have it?

At this time, no. If we put your order ahead, it pushes someone else’s back, to get everyone their orders within our expected window we cannot guarantee delivery dates or expedited shipping.

When will my order arrive?

All products are handmade to order in Los Angeles California, and ship within 10 business days. This quote does not include National Holidays.

Can I get my order expedited?

All orders placed through ZUZII.COM are put in to production in the order they are received. We cannot guarantee expedited orders.

I’m in Los Angeles can I pick up my order?

At this time we do not have a pick up option. Our team is making shoes all day and we do not have an office staff to accommodate pick-ups. We are working to make this an available option. All USPS shipping to Los Angeles and its surrounding areas is one-day delivery.

When will I receive my order?

All of our shoes and accessories are handmade to order in Los Angeles. Production starts as soon as your order is placed and takes 7-10 business days to complete. After your items are complete they will ship via USPS Priority Mail (domestic approx. 1-5 business days, international approx. 7-10 business days). You will receive a confirmation email once your order has shipping which includes tracking information for your items.

Why haven’t I received my order?

All of our shoes and accessories are handmade to order in Los Angeles. Production starts as soon as your order is placed and takes 7-10 business days to complete. After your items are complete they will ship via USPS Priority Mail (domestic 1-5 business days, international 7-10 business days). Please make sure to check the date you ordered against our production and shipping time, and check your tracking number for the status of your package. If your order is outside of this window please reach out to us and we can better assist you in finding your package.

Are the shoes I ordered made for me?

Every pair of ZUZII shoes are made-to-order. After your order is received, your leather is cut and printed, sewing, lasting and soling are all done in house by our team. Because every item is handmade there will be slight variations in every shoe. We work very hard to make sure all orders are produced and shipped correctly. If there was an error made on your order please reach out to us via email and we can remedy the situation.

Can I make changes to my order?

We can no longer make changes to any existing orders because all items go into production immediately. We can accommodate cancellations within 24 hours of the order confirmation. If you have any shipping address changes please contact us via email within 7 days of placing your order and we will do the best we can to try and redirect your package.

Do you ship internationally?

Yes we do, we only ship via USPS First Class internationally. Please check with your local postal service to make sure you can receive packages, and to determine any import fees. We cannot be responsible for any customs or duties due to shipping internationally.

Where do items ship from?

All items ship from our Downtown Los Angeles, California studio.

Shipping Rates and Services

All Domestic orders are shipped USPS Priority mail for $6.75 flat rate

All International orders are shipped USPS First Class $13.75 flat rate

Will I be charged sales tax?

All orders shipped to the state of California will be charged 7% Sales Tax

Will I receive an email confirmation after I place my order?

As soon as your order is placed you will receive a confirmation email letting you know your order was accepted and will be going into production the following day. 7-10 business days later you will receive a Shipping confirmation email which will include your tracking number.

Will I receive a tracking number?

7-10 business days after you place your order you will receive a Shipping confirmation email which will include your USPS tracking number. Your order can be tracked here: USPS Tracking

Why does my tracking say Not-Found?

USPS sometimes takes 24-48 hours to update tracking information. If you have received a tracking number it is valid and will be updated shortly.

What is the best way to contact you?

The only way to reach us is through email. It allows us to keep all information in one place and is the best way for us to provide you with the service you deserve. If you need to schedule a phone call please email us and we can arrange one.

Can I call you?

At this time we cannot take phone calls. When we are making shoes during the day, it is typically too loud to hear the phone ring (it also allows us to better manage information and give you the best customer service possible). If you need to schedule a phone call please email us and we can arrange one.

I’ve emailed you, why haven’t I heard back?

We have a very small team that is making shoes, answering emails, and packing and shipping orders, not to mention all the other tasks in between. Please be patient, we are spread thin so sometimes it takes a bit to hear from us but we promise you are very important to us and we will respond as soon as we can.

Do you ever have sales?

Every once in awhile we will have a Sample Room sale. Because all of our shoes are handmade we do not have traditional seasonal markdowns, but sometimes we will make an order in the wrong size or color and those get included in our sample room. Sample Room sales are spontaneous and are usually announced through instagram.

What does it mean if an item is out of stock?

If an item is marked out of stock, we are currently out of material to produce the item but will will be getting more back in. The product description will list a date that they will be available.

Do you sell wholesale?

We currently do not offer a wholesale pricing. We are currently working out a wholesale program, for updates, please feel free to send us an email and we will make sure to add you

This privacy policy discloses the privacy practices for zuzii.com. This privacy policy applies solely to information collected by this web site. It will notify you of the following:

  1. What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
  2. What choices are available to you regarding the use of your data.
  3. The security procedures in place to protect the misuse of your information.
  4. How you can correct any inaccuracies in the information.

Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.

We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.

Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:

   • See what data we have about you, if any.

   • Change/correct any data we have about you.

   • Have us delete any data we have about you.

   • Express any concern you have about our use of your data.

Security
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the top of your web browser, or looking for “https” at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.

Updates

Our Privacy Policy may change from time to time and all updates will be posted on this page.

Orders

We request information from you on our order form. To buy from us, you must provide contact information (like name and shipping address) and financial information (like credit card number, expiration date). This information is used for billing purposes and to fill your orders. If we have trouble processing an order, we’ll use this information to contact you.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via email at: support@zuzii.com

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