Frequently Asked Questions
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. 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 Priority Mail (2-3 business days) over the continental United States for a $20 shipping charge.
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, like Scotch Guard, and spray on the shoes to make them 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 soles.
6. What's your return policy?
We hope you truly love your purchase. But if for any reason you’re not completely satisfied, here’s how we handle returns + exchanges.
Ready-to-wear Items
We offer full returns and exchanges for unworn, unmarked items returned in their original packaging (including the shoe bag, if applicable) within 14 days of the delivery date.
Refunds will be issued to the original payment method after inspection, typically within 10 business days of receiving your return. Please note that it may take additional time to appear on your statement depending on your bank.
Custom-made Shoes
For custom shoes, we offer a full refund or exchange if there is a justified defect in quality, performance, or sizing. If you believe your item is defective, please contact us with a photo and description within 7 days of receipt, and we’ll work with you to make it right.
For returns requested for any other reason, we may offer a refund of up to 50% for unworn, unmarked custom shoes returned in original packaging within 14 days. The initial 50% deposit is otherwise non-refundable.
Important Return Conditions
Items must be unused, unmarked, and in original packaging
You must contact us before sending any return: orders@xoloriginal.org
Items returned without approval will not be accepted
Please do not use the product packaging (like a shoe box) as the shipping box
Return shipping is the customer’s responsibility unless the item is faulty, damaged, or incorrect
We recommend using a trackable shipping service and insuring any package over $75. Xol Original is not responsible for lost or damaged return shipments.
Exchanges
If you’d like to exchange an item, email us first — we’ll do our best to accommodate, but we can’t guarantee availability. Only one exchange per item is permitted, and all exchanges are final (no further refunds or returns).
Exceptions
Sale items are final sale — we do not offer refunds, but may issue store credit
Gift cards and custom-made items (non-defective) are non-returnable
Original shipping fees and payment processor charges (PayPal, Shopify, etc.) are non-refundable
Refund timing
Approved refunds are processed within 10–14 business days of receiving your return. depending on your bank, it may take additional time for funds to appear in your account.
Need help?
We truly want your experience with Xol Original to feel aligned and fulfilling. if something doesn’t feel right, please email us at orders@xoloriginal.org. we’re here to support you.