Customer Service Policy – Olukan

At Olukan, we take pride in crafting durable, handmade, premium footwear—and we extend that same dedication to every interaction with our customers. Our Customer Service Policy is rooted in transparency, empathy, and a commitment to ensuring your experience with us is as exceptional as the shoes we create. Whether you have questions about sizing, need help with an order, or require support after purchase, we’re here to provide personalized, reliable assistance every step of the way.

1. Contact Channels & Response Commitment

We understand that timely, accessible support matters when you’re investing in quality footwear. You can reach our customer service team through the following channels, with clear expectations for response times:

  • Email: Our primary support channel is [email protected]. We aim to respond to all email inquiries within 24-48 business hours (Monday to Friday, 9:00 AM – 5:00 PM ET, excluding major U.S. holidays). For urgent matters—such as damaged items upon delivery or order delays—please include “URGENT” in your email subject line to prioritize your request.
  • Order Follow-Up: If you’ve placed an order, you’ll receive automated updates (order confirmation, shipping notification) to the email address linked to your purchase. For questions about these updates, reply directly to the automated email, and our team will address your concerns promptly.
  • FAQs & Self-Service: For quick answers to common questions (e.g., sizing guides, care instructions for handmade leather shoes), visit our “FAQs” page (linked in the website footer). We update this page regularly to cover topics relevant to our durable, premium footwear.

2. Order Support

From checkout to delivery, we strive to make your order experience seamless. Here’s how we support you at each stage:

  • Order Confirmation: Immediately after placing an order, you’ll receive a confirmation email with your unique order number, item details (e.g., style, size, color), shipping address, and estimated delivery date. If you don’t receive this email within 1 hour, check your spam folder or contact us to verify your order status.
  • Order Modifications/Cancellations: We understand plans may change. You can request to modify (e.g., update shipping address, switch shoe size) or cancel your order within 24 hours of placement—after this window, orders are sent to our workshop for processing (especially critical for handmade items, which begin crafting quickly). To request changes, email us with your order number and specific updates; we’ll confirm approval or limitations (e.g., size availability) within 12 business hours.
  • Shipping & Tracking: Once your handmade footwear is ready to ship, we’ll send a shipping confirmation email with a tracking link (provided by our trusted carriers, such as USPS, UPS, or DHL). You can use this link to monitor delivery progress in real time. For international orders, we’ll include customs documentation details to avoid delays. If tracking information doesn’t update within 3 business days of shipping, contact us for assistance.

3. Returns & Exchanges (Tailored for Handmade Footwear)

We want you to love your Olukan shoes—but we recognize that fit and style preferences are personal. Our return/exchange policy is designed to honor the craftsmanship of our footwear while ensuring your satisfaction:

Eligibility Requirements

  • Items must be unworn, unused, and in their original packaging (including dust bags, tags, and any included care materials). Due to the handmade nature of our shoes, we cannot accept returns for worn items (as wear alters the leather and stitching, making them non-resalable).
  • Returns/exchanges must be initiated within 30 days of delivery (the date your package is marked “delivered” by the carrier). This window accounts for time to try on your shoes (we recommend wearing them on carpeted surfaces first to avoid scuffing).
  • Custom or made-to-order footwear (e.g., personalized monograms, special size requests) is eligible for exchange only if there’s a craftsmanship defect—returns for “change of mind” are not accepted, as these items are tailored specifically to you.

Return/Exchange Process

  1. Initiate Request: Email [email protected] with your order number, reason for return/exchange (e.g., “size too small,” “style mismatch”), and photos of the unopened/unworn shoes (if requested to verify condition).
  2. Receive Approval & Instructions: Our team will review your request within 2 business days. If approved, we’ll send a pre-paid return label (for domestic orders) and a packing guide (to protect handmade leather during shipping—e.g., using the original dust bag). For international returns, we’ll provide a return address and reimburse shipping costs via store credit once the item is received.
  3. Ship Back & Inspect: Send the item back using the provided label; retain the return tracking number for your records. Once we receive the package (typically 3-7 business days), our team will inspect the shoes to confirm eligibility. For exchanges, we’ll process the new item (e.g., correct size) within 5 business days of inspection (handmade items may take 7-10 days to craft if the size is out of stock).

Refunds for Eligible Returns

  • After successful inspection, we’ll process refunds within 5-7 business days. Refunds are issued to the original payment method (e.g., credit card, PayPal). Please note:
  • Original shipping costs are non-refundable unless the return is due to our error (e.g., wrong size shipped, craftsmanship defect).
  • For international orders, customs duties/taxes paid are not refundable by Olukan—we recommend contacting your local customs office for potential reimbursement.

4. Craftsmanship Defect Support

Olukan stands behind the durability of our handmade footwear. If you discover a craftsmanship defect (e.g., loose stitching, defective sole attachment, leather imperfections) within 1 year of purchase, we’ll repair or replace the item free of charge:

  1. Contact us at [email protected] with your order number, photos/videos of the defect, and a description of when you noticed the issue.
  2. Our team will assess the defect (we may request the shoes be sent back for inspection) and confirm a resolution:
  • Repair: For minor defects (e.g., loose thread), we’ll cover shipping to our workshop, repair the item, and return it to you (typically 2-3 weeks).
  • Replacement: For major defects (e.g., sole separation), we’ll send a new pair of the same style/size (handmade lead times apply) at no cost.
  1. This guarantee does not cover damage from improper care (e.g., neglecting leather conditioning), normal wear and tear (e.g., scuffs from daily use), or accidental damage (e.g., stepping on sharp objects).

5. Privacy & Data Protection

When you interact with our customer service team, we collect only the information needed to assist you (e.g., name, order number, email address). We adhere to strict privacy standards (compliant with GDPR, CCPA, and FTC guidelines) to protect your data:

  • We never sell your personal information to third parties.
  • Data is stored securely using encryption technology, and access is limited to authorized team members.
  • For details on how we use and protect your data, review our full Privacy Policy (available on our website).

6. Feedback & Continuous Improvement

Your feedback helps us refine our craftsmanship and service. If you have suggestions, concerns, or compliments about your customer service experience, email us at [email protected]—every message is reviewed by our management team. We also send post-purchase surveys (optional) to gather insights on what we’re doing well and where we can grow.

At Olukan, customer service is more than resolving issues—it’s building trust with the people who wear our handmade shoes. We’re here to support you from the moment you browse our collection to the years you spend wearing your Olukan footwear. Thank you for choosing quality, durability, and craftsmanship with us.