1. How do these shoes fit?
It's best to know both your European size and US size. If in doubt, and if your size is larger than Size 10 Men's or Size 9 Women's, order one half-size up as they tend to run a little small in the larger sizes. Use the shoe size conversion chart below, and contact us at info@XolOriginal.org if you have specific questions. We can also work with foot measurements in inches to ensure a proper fit. Our shoes are regular width; at this time we do not offer wide sizes.
If you provide us with both US and European sizes and they do not match up, we will contact you for a foot measurement. If we don't reach you or you don't respond, we will go by the European size.
2. Are they comfortable?
Our shoes are comfortable but do not have significant arch support. Insoles are foam covered with cotton tela (fabric). People who are into barefoot walking or running and minimalist shoes are the happiest with these shoes; if you need orthotics, high arch support or have any foot injuries, these are not the shoes for you. If you need more arch support, we recommend Greenfeet 3, an insole insert from Greenyarn. It is made from eco-fabric from nano-particles of bamboo and charcoal, and is breathable and antibacterial.
3. I saw a pair I liked but it wasn't in my size/color preference. When will you get another like it?
Because each shoe is one of a kind, no shoe will be exactly the same as another pair. You can custom order a pair of shoes in the Design Playshop. Specify your model, size, color, pattern and other details, and have fun!
4. How much does it cost for shipping, and how long will it take?
If an item is in stock, we can ship Priority Mail (2-3 business days) over the continental United States for a $11.30 shipping charge. We can also ship to you by USPS Standard (3-4 business days) at a cheaper price.
Custom Orders to the United States need at least 2-3 weeks to complete the order before it is ready to ship from Guatemala.
We ship custom orders from Guatemala to the United States in batches on or near the full moon of each month. Any custom orders that miss the closest full moon shipment date will be sent on the next cycle. Once your shoes reach the U.S. it may take another week for the shoes to reach their final destination.
We are happy to ship custom-made shoes internationally to customers beyond the United States. International customers are responsible for paying the cost of shipping from Antigua, Guatemala to your country. As the purchaser, it is your responsibility to pay any clearance import duties, which are set by international standards. For your own protection, if you are purchasing an item over $75 in value we recommend purchasing insurance.
We cannot control the amount of time it takes for international shipments or for any time that your shipment may be held up in Customs, for instance.
5. How do I care for my shoes?
Please take care of your handmade shoes and avoid wearing them in inclement weather. Spot clean with cloth and some fabric cleaner. Optionally, buy some Scotch Guard from Home Depot and spray on the shoes to make them water resistant. Do not put in the washing machine.
We recommend treating leather, particularly the deerskin or moosehide soles of our Solid Xols Urban Moccasins with a natural beeswax-based treatment, such as Sno-Seal Original Beeswax Waterproofing for Leather. This treatment is natural, environmentally friendly, keeps leather supple and moisturized, helps with waterproofing, still allows some perspiration through the membrane, beautifies the leather and prolongs the life of the soles.
To apply, warm up the shoes in the sun until warm to the touch. Apply as much Sno-Seal with a clean rag or paper towel to the leather as it can absorb. Don't neglect to rub it into the stitching where the soles meet the shoe. Remove excess treatment, and buff with a clean cloth until the leather takes on a gleam.
6. What's your return policy?
We very much hope that you love your purchases, but if for some reason you wish to make a return, these are our guidelines.
We offer full returns and exchanges for unworn, unmarked items with the original shoe bag and packaging, within 14 days of the date of receipt. We credit refunds after receiving and inspecting the shoes, to the same payment card as the purchase was made. We will post the refund within 10 business days of receiving the product, though it may take longer for it to appear on your bank statement.
Custom Made Shoes
We are pleased to offer a full refund or exchange for an item with any justified claim of defectiveness found in quality, performance or size. We hope you love your custom made shoes, but if any error was made on our part, please take a photo of the shoes to illustrate your claim and send it to us within 5 days or receiving your custom shoes. We will work with you to ensure your full satisfaction.
As a small independent retailer, for any other reasons for wanting a return on custom-made footwear (other than defectiveness in quality, performance or size, or a damaged-in-shipping claim), we offer a refund of up to 50% of the full quoted price of a custom-made item, provided it is in unworn, unmarked condition and sent back in the original shoe bag and packaging within 14 days of the date of receipt. Refunds will be credited within 10 business days to the same payment card was was used to make the payment.
We offer store credit for the 50% deposit paid to create the custom shoes for you, which is otherwise non-refundable.
For All Returns
The cost of returning the shipment to us is the customer's responsibility, unless it is damaged, faulty or incorrect. Please note that you as the purchaser take full responsibility for your item until it is received by us. For your own protection, we suggest purchasing insurance if the value of your item is over $75.
If you wish to make an exchange, we cannot guarantee that the item you want will be in stock.
All items purchased on sale are final and are not eligible for a refund. However, we do offer store credit for purchased sale items.
Ultimately, we aim for your satisfaction to be greater than what you had anticipated. Please contact us at info@XolOriginal.org if you are not completely satisfied.
7. Where do I send a return?
Send returns to:
6717 Valmont Road
Boulder, CO 80301
Please include the original shoe bag. Returns will not be accepted without the original shoe bag, and will go to store credit instead.