Frequently Asked Questions
1. How do these shoes fit?
It's best to know both your European size and US size. Use the Shoe Size Conversion Chart below to determine the right size for you. Contact us at help@xoloriginal.org if you have specific questions. We can work with foot measurements to ensure a proper fit.
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 very comfortable! However, they do not have significant arch support. People who are into zero-drop, natural foot shape, and barefoot/minimalist shoes are the happiest with our shoes. If you need more arch support, most models can accommodate an insole.
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. By joining our Kinship program, you can have a custom pair made just for you! Click here to join today.
4. How much does it cost for shipping, and how long will it take?
We ship USPS Priority Mail in the continental United States for a $20 shipping charge for the first pair. If you prefer a different method, please email us at orders@xoloriginal.org.
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 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?
Fabric shoes: Spot clean with a soft cloth and some gentle cleaner. Optionally, you can elect to use a fabric protector and spray on the shoes to make them stain and water-resistant. We do not recommend putting them in the washing machine.
Leather shoes: We recommend treating leather with a natural beeswax-based treatment. Our favorites are Skidmore’s from Laramie, Wyoming or Obernauf’s from Idaho. These treatments are natural, environmentally friendly, keeps leather supple and moisturized, helps with waterproofing, still allows the leather to breathe, beautifies the leather and prolongs the life of the shoes.
6. Return policy & happy feet guarantee
Our commitment to comfort, craft, and care
We hope you love your Xol Original shoes. Each pair is made with ancestral skill, thoughtful hands, and deep respect for materials. but if something’s not quite right, we’ll do our best to make it right.
for ready-to-wear items
You’re welcome to return or exchange unworn, unmarked items in their original packaging (including the shoe bag, if applicable) within 14 days of delivery.
Refunds will be issued to your original payment method, minus shipping costs, after inspection - typically within 10 business days of receiving your return
Please use a trackable shipping service for returns over $75
Return shipping is your responsibility unless the item is damaged, incorrect, or defective
Important:
contact us at orders@xoloriginal.org before sending anything back
items returned without approval will not be accepted
do not ship returns in only the product packaging—please box them securely
for custom-made shoes
If there’s a clear defect in quality or sizing, we’ll offer a full refund or exchange. Please email us within 14 days of receipt with photos and a description of the issue.
If you'd like to return a custom pair for another reason, we may offer up to 50% store credit - as long as the shoes are unworn, unmarked, and returned in original packaging within 14 days. The original 50% deposit and shipping on custom work is otherwise non-refundable.
fit & comfort support
Sometimes the fit isn’t quite right until after a few wears - we get it. If that’s the case, and your shoes have only seen light indoor use, we’ll offer a 50% store credit toward a replacement or future purchase. Limit one per style.
"Light use" means no scuffs, dirt, or visible wear on the uppers, soles, or insoles. Feel free to send us photos for review.
what we guarantee
We stand by our craftsmanship. If you experience defects in materials or workmanship, we’ll repair or replace your shoes within the timelines below:
leather finish peeling within 6 weeks (except shiny/patina styles)
stitching or seam issues within 3 months
sole separation within 3 months
closures (buckles, zippers, velcro, elastic) within 12 months
Limit one repair or replacement per purchase.
what we don’t cover
We use natural materials and traditional methods, not factory-fused plastics - so durability depends on how the shoes are worn and cared for. Damage from normal wear, misuse, or extreme exposure isn’t covered. This includes:
holes or major wear in soles
damage from dragging toes or heavy gait
dried or cracked leather from lack of conditioning
exposure to high heat, saltwater, or chemicals
unauthorized modifications
repairs
We offer select repairs for shoes purchased within the last 12 months, starting at $40 per pair (includes return shipping). Reach out first with a description and photo - please don’t ship until approved.
Repairs we can do:
re-attaching uppers to soles
replacing elastic closures
simple buckle/closure fixes
Repairs we can’t do:
patching holes in leather or soles
full sole replacements
repair of third-party or non-Xol items
For advanced repairs, we recommend finding a local cobbler. We believe in supporting skilled artisans in your community.
exchanges
If you’d like to exchange an item, email us first. We’ll do our best, but can’t guarantee availability. One exchange per item; all exchanges are final.
what’s not returnable
sale items (final sale - store credit only, if approved)
custom-made shoes (unless defective)
original shipping fees and processor charges (like PayPal or Shopify)
gift cards
need support?
We’re a small team doing work with heart. If something feels off, reach out to help@xoloriginal.org. You’ll hear back from a real person who’s been involved with your order.