Questions?

Please read the FAQ's below. If you can't find the answer you are looking for, you can contact us at the bottom of the page!

Why haven't I got a tracking number yet?
Each product in this store is custom-made-to-order and handcrafted to the highest quality standards. This process can take up to 10 days before receiving a tracking number as your new items are being made before being handed over to the courier.


How long does shipping take?
All our products are made to order.  Apparel orders can take up to 2 weeks and Footwear can take between 3 and 4 weeks.


Can I change my shipping address?
Yes, only within 24 hours of your order being placed. Thereafter we are unable to change the shipping details however most of the courier and postal carriers we use are contactable in your local country and can usually make changes for you, this is however not guaranteed and should you put the incorrect address on your order, we are unable to refund any lost orders.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Should you wish to make changes within 24 hours of placing your order, please email us at george@zillafootwear.com


What do I do if the shoes are not the right size? 
We are unable to make changes or accept returns on any shoes that are the incorrect size. Please consult the sizing chart found in the last picture of all items and correctly measure your feet prior to making an order. 


I've received defective shoes, what do I do?
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please send photographs of the defect as well as the sole of the un-worn shoes directly to george@zillafootwear.com no later than 14 days after date of delivery.

Can I modify or cancel my order?
You have 12 hours after placing your order to make any changes or cancellations. Contact us at george@zillafootwear.com. After 12 hours we are unable to make any changes to your order as it will already be in production.
 
Can I return my shoes?
Because every product is custom-made, we do not accept any returns for change of mind or sizing reasons, however, we want to make sure you are nothing less than satisfied, so we’re more than happy to work with you and find a solution to make sure you’re happy. 
 
Do you custom designs?
Yes, we can do custom designs. Please contact us for a quote depending on the requirements, costs start at USD$119.95. We look forward to hearing about your design ideas.
                                                 
How secure is your payment?
Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

    How do I use a discount code?
    Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in. Make sure to click ‘Apply’ This is offered before the payment page so you’re totally aware of how much you can save.
    *Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description.

       

      Couldn't find an answer to your question? Email us at george@zillafootwear.com