Buyer's Tip: Please keep in mind that handmade shoes and bags take hours of physical labour. Please don't order multiples simply to find your size as each is handmade to order. We will be more than happy to assist with sizing should you need! :)
With that said, each pair of shoes is carefully crafted by human hands. Therefore, for most orders, please allow 12-14 business days for your order to be shipped. We strive to send orders on time to the best of our ability. At times of influx, dispatch dates may be pushed out slightly. If this is the case, we will surely communicate any backlogs.
In the event that your specific shoe is in stock, your order will be shipped within 2-3 business days. Your order will indicate the delivery time on the product page after selecting your size. We take pride in making your shoes, and we believe in the slow fashion process, whereby we take time to ensure the best quality in each pair of shoes that we make rather than subscribing to a 'quick manufacturing' philosophy.
Customers will receive a tracking number along with a shipping confirmation email once orders have been processed and shipped.
2. DO YOU SHIP INTERNATIONALLY?
Yes, all International orders are shipped via DHL registered mail. Orders are expected to arrive within 3-5 business days after they are dispatched from our head office, but times may differ slightly based on location. Orders include tracking information and can be traced online. Customs and import duties are levied by the receiving country and are therefore the buyer’s responsibility.
3. ARE THERE CUSTOMS / DUTY FEES?
There are no customs fees for citizens residing in South Africa or in USA at this time for orders under $800.
Typically there are customs/duty fees for all orders delivered outside of South Africa but vary from country to country. All orders are shipped from our factory in South Africa. The purchaser is responsible for paying the customs fees/levies from their country of origin.
4. DO YOU OFFER EXPEDITED DELIVERY?
Sure, we would be happy to arrange that for you. Please note that for custom orders, the soonest that we can have your shoes made is within 5 working days. For all expedited orders a fee of R300 / $30 will be charged for this service.
5. CAN I RETURN OR EXCHANGE MY ITEMS?
We are committed to ensuring that you love your Matsidiso product(s). Our return policy lasts 14 days after delivery or receipt of goods. In order to be eligible for a return, item(s) must be unworn, unused with the original packaging, and in the same condition that they were received. We recommend fitting on the carpet, as to not scuff the soles of the shoes which can scratch easily, as they are made of vegetable leather. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund. Refunds and exchanges are not eligible for custom made orders.
An exchange can be made up to 30 days after delivery or receipt of goods. In order to be eligible for an exchange, item(s) must be unworn, unused with the original packaging, and in the same condition that they were received. If 30 days have gone by since your purchase, unfortunately, we can’t offer you an exchange or refund.
The cost to return items for a refund/exchange or any miscellaneous request must be paid by the customer- both internationally and in South Africa. For international exchanges, the cost to re-send the new item must also be paid by the customer.
Custom orders are not refundable. This includes items selected by the customer that are non-standard items. IE hand-picked leathers that are not a part of our normal handmade shoe or bag catalogue.
Further, half size orders are considered custom along with size 3 and 9 orders, therefore, can only be exchanged or credited to the user account if the shoes do not fit or are flawed in any way, still in unworn and in undamaged condition.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to Matsidiso until you are certain the refund has been approved via an email confirmation.
Please email email@example.com, and we will be happy to assist you with your return or exchange, and/or answer any questions that you may have.
6. WHAT IF MY SHOES ARE DAMAGED/FLAWED?
We will happily replace any damaged/ flawed items. Just send us an email to firstname.lastname@example.org with an image of the flawed item, and a customer service specialist will get back to you within 48 hours.
7. WHEN CAN I EXPECT TO SEE MY CREDIT/REFUND REFLECT?
Please allow between 3-5 working days once the original pair of shoes has been returned to our premises, to ensure that your credit/ refund has processed. If you are still not seeing your credit/refund reflect on your account after this time, contact email@example.com and we will take care of you!
8. WHEN WILL I RECEIVE MY SHIPPING CONFIRMATION?
Please allow 12-14 working days before your shipping confirmation has been emailed. We must first make your new item(s), pack them, and finally, we send a confirmation email before shipping out your order.
9. WILL MY SHOES STRETCH?
Yes, your shoes will stretch. In fact, please count on your shoes fitting fairly snug when you first receive them due to the fact that our shoes are leather lined or unlined but made of leather. After 3-4 wears, the leather will start to give and will fit quite comfortably.
10. HOW DO I TAKE CARE OF MY LEATHER SHOES?
Please check out of shoe care guide here!
11. DO YOU MAKE CUSTOM MADE SHOES?
Yes, we can make custom-made shoes to an extent! For example, we do not make a custom size / bespoke shoes, and we cannot create a new pattern or style of shoe for an individual order, as the fees for development are very high. However, you are welcome to choose from any of our various leathers and change the panels of any of our current shoe styles. Just contact us to place an order for your own unique pair!
12. WHERE CAN I TRY ON YOUR SHOES?
Please click here to see our most recent shop spaces and our list of current stockists.
13. HAVE MORE QUESTIONS?
We are eager to help with all of your questions and concerns. Please email us at firstname.lastname@example.org for further assistance.