Returns and exchanges

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Notes on the right fit

Take into consideration that the shoe should be snug around the sides when first put on as the natural leather will shape to your foot over time. However, if your toes touch the end and the shoe is too short, or too big and your heel rises up in the back, then you probably need an adjustment or another size.  Take note of the fit so that we can make sure the remake is as exact as possible.

Made-to-order

If the fit isn’t right, we will attempt to make adjustments with our expert shoemakers, and if it is not possible, we will gladly make a new pair of shoes (with the same cost), as long as the shoes are returned, unworn and undamaged, within 15 days of receipt.  There is no shipping cost to return or exchange your shoes in the US.  There is a return label in your original box, but if you do not find one, simply write to us at info@querohms.com and we will email you a new return label.   While it should be easy to do, ask for help if it isn’t!

Remember that made-to order shoes are being created precisely for you, so while we can adjust and remake the shoes, we cannot provide cash refunds except due to an obvious major defect in the product.  To keep prices as low as possible, about one-half to one-third of competitors, we cannot accept cash refunds, but we will do our best to get the shoes right.

Ready to wear

Any shoes we offer that are not customizable, already made and for immediate delivery can be returned for exchange or refund if in unused condition, with no apparent wear or damage. If there is a problem with the fit and the shoes are used, in some cases we may allow for exchange for the correct size, or will make adjustments at no cost so that they fit.

Delivery

We also strive to deliver shoes in 4-6 weeks, but there are factors may lead to delays, such as quality control or factory vacation periods (primarily Christmas, Easter and August break).

With that said, we will make sure that you love your shoes and that they fit better than any other in your closet! If you have any questions about sizing or customizing your shoes, and leather, colors or heels, or just want to practice your Spanish, please contact us at info@querohms.com