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.

Shoe Size Conversion Chart

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.

Custom order policy

At Xol Original, every custom order is handmade with care and attention to detail. Because each pair is customized, special orders require 6–12 months to complete. This timeline ensures your shoes receive the extra-special touch they deserve.

Please note:

• All special orders require a 50% non-refundable deposit.

• Updates will be provided once your order is ready to ship.

We deeply appreciate your patience and understanding as we craft each pair with the care and craftsmanship you expect from Xol Original.

For inquiries, please reach us at orders@xoloriginal.org.

Size & Fit

At Xol Original, fit is everything. Each pair is handcrafted with intention, designed to honor the natural shape of your foot while providing long-term comfort and support.

European Sizing for Precision

We use European sizing to ensure greater consistency and accuracy across all styles. This allows for a more refined fit compared to standard US sizing.

If you’re unsure of your EU size, we recommend measuring your foot length or reaching out for a personalized recommendation.

Boot Fit

Our boots are built on a custom last and tend to fit approximately half a size larger than our standard sandals and moccasins.

• If you’re between sizes, consider sizing down in boots

• Designed to accommodate socks while maintaining a secure fit

Foot-Shaped Design

All Xol Original footwear is crafted using a foot-shaped silhouette:

• Wide toe box allows your toes to spread naturally

• Secure heel fit prevents slipping and unnecessary movement

• Encourages proper alignment and all-day comfort

This is not a conventional narrow shoe—your foot is meant to relax and expand.

Break-In Process

We use premium, full-grain leathers that will soften and adapt over time.

• Expect a short break-in period

• The leather will mold to your unique foot shape with wear

• Unlike mass-produced shoes, our moccasins form to you—not the other way around

What Doesn’t Change

While the leather will soften and shape:

• Length will not stretch or change

• Proper sizing from the start is essential

Finding Your Best Fit

For the best experience:

• Measure your foot at the end of the day (when it’s most expanded)

• Stand while measuring for accuracy

• Reach out to us if you have unique fit needs, foot conditions, or questions—we’re here to help guide you

A More Personal Fit

Because each pair is handcrafted, no two are exactly alike—and that’s the beauty of it. Your shoes will become uniquely yours over time, reflecting your movement, your rhythm, and your journey.psum dolor sit amet, consectetur adipiscing elit. Aenean eu justo sed elit dignissim aliquam. Donec ac fringilla turpis. Maecenas non leo laoreet, condimentum lorem nec, vulputate massa. Lorem ipsum dolor sit amet, consectetur adipiscing elit.

Care

1. Cowhide Leather

Characteristics:

• Smooth, durable, and versatile.

• Can have a polished or semi-aniline finish.

• Less prone to scratching than softer leathers.

General Care:

• Cleaning: Wipe with a soft, slightly damp cloth. Use a mild soap solution for stains. Avoid soaking.

• Conditioning: Apply a quality leather conditioner every 3–6 months to maintain suppleness and prevent cracking.

• Protection: Use a leather protector spray to repel water and stains, especially on untreated or lightly finished cowhide.

• Storage: Keep in a cool, dry place. Avoid direct sunlight to prevent fading and drying.

• Tip: For small scratches, gently rub with a soft cloth—they often diminish naturally.

2. Buffalo Leather

Characteristics:

• Thick, strong, and naturally textured.

• Often more rugged than cowhide, with pronounced grain patterns.

• Great for heavy-use items (boots, bags, furniture).

General Care:

• Cleaning: Brush off dirt with a soft brush or cloth. For deeper cleaning, use a leather cleaner suitable for full-grain leather.

• Conditioning: Buffalo leather can dry out due to its thickness. Use a richer leather conditioner every 3–6 months.

• Protection: Water-repellent sprays help protect against moisture. Buffalo leather is naturally tough but can stain.

• Storage: Avoid humid environments to prevent mold. Keep away from heat sources to prevent shrinking.

• Tip: Buffalo leather develops a natural patina over time—this is desirable and adds character.

3. Nubuck Leather

Characteristics:

• Sanded or buffed top-grain leather, giving a velvety, matte finish.

• Softer and more delicate than cowhide or buffalo.

• Highly breathable but prone to staining.

General Care:

• Cleaning: Use a soft nubuck brush or eraser to lift dirt. Avoid water, which can stain.

• Conditioning: Avoid traditional leather conditioners - they can darken nubuck. Use a nubuck-specific protector spray instead.

• Protection: Always treat with a nubuck waterproofing spray before first use, and reapply periodically.

• Storage: Store in a dust bag, away from sunlight and moisture.

• Tip: For stains, gently rub with a nubuck eraser or fine sandpaper (only lightly). Do not soak.