All Frequently Asked Questions
On this page
- How to Order
- Sizing & Fit
- How our shoes are made
- Customisation and special orders
- Orders, production and shipping
- Customs and duties
- Returns and exchanges
- Caring for your shoes
- Our workshop
- Still have a question?
1. How to Order
Each shoe on our site is shown in a handful of our favorite colors, but that's just a starting point. If you love a style but want it in a different color or pattern, you have two easy options:
Find the style you love, then leave us a note at checkout (or message us directly) telling us the color, pattern, or detail you'd like instead. We'll take it from there.
Or start from Custom, choose your style, and build it exactly the way you want it from the ground up: base color, pattern, accent details.
Either way you order, your shoes are made just for you, so there's no wrong way to ask.
Not sure what you're picturing, or want a bit of guidance? Just send us a message at shoes@sevillasmith.com. We're happy to help you land on something you'll love.
2. Sizing & Fit
How should I choose my size?
Our shoes are made without industrial stiffeners, so they mold to your foot over time. Because of this, a snug initial fit is ideal. A new pair should feel snug at first and will relax and give a little with wear.
- Round-toed styles and mules: we usually recommend the largest size in your range, since feet tend to splay more in open-heeled and round-toe styles.
- Almond-toed and enclosed styles: these should fit snugly, so we recommend your standard size.
Each product page also has a size recommendation under the size selector. If you have specific fit needs, such as bunions, add a note to your order and we can help adjust accordingly. Full measurements are on our Sizing Chart.
How do I measure my feet?
We recommend measuring your feet in centimetres and comparing against our Sizing Chart. Our fit is consistent across styles, so select your standard size for almond-toed styles and size up for round-toed styles. If you are between sizes or unsure, send us your measurements and we will guide you.
What if they feel too big or too small?
- Snugness: a new pair should feel snug at first, then relax and stretch with wear.
- Too much volume: if the shoe feels floppy or high-volume, which is common for slender feet, try a midsole filler or a shearling insert. For narrow feet you can also add a little foam underneath the insert. For wide needs, removing the insert, or just the foam portion, which often helps.
- Length: with your heel pushed all the way back, if there is more than a thumb-width between your toes and the end of the shoe, you may want to size down.
What if the fit still isn't right?
Everyone's feet are different. If the fit is not quite right, contact us within 14 days of receiving your shoes and we will help with an exchange or return. See Returns and Exchanges.
3. How Our Shoes Are Made
Why don't your shoes have toe and heel stiffeners?
Most factory shoes use stiffeners made of plastic, fibreglass, or cardboard in the toe and heel. Over time those tend to rub, and the stiff heel cups can cause blisters. We make our shoes to be easy to live in, through both design and comfort, so we leave them out. The toes and heels take on a more relaxed look with wear, and they feel wonderful on the foot over time.
Why aren't your shoes lined?
The underside of the leather wicks moisture away from the foot, while the top side is naturally more water-repellent. Left unlined, that makes for a breathable environment inside the shoe. A second layer would work against it.
What leathers do you use?
We use leathers from around the world, mostly European, chosen for their character and nuance. Much of our collection uses olive-leaf tanned cow leather made for us in Northern Spain. Because the leather is natural, every pair has subtle differences.
4. Customization & Special Orders
Can I request custom changes to a style?
We can often accommodate small changes, such as adjusting strap lengths or ribbon placement, depending on our material stock and on whether the change makes sense for how the shoe wears as you walk.
If you have a specific vision, a rough sketch is very helpful for our shoemakers. Add any requests to the notes section of your order.
Larger changes, like altering heel height or the underlying shape of a style, are more involved and may not always be possible.
Do you offer made-to-measure or bespoke shoes?
We do not offer made-to-measure or bespoke at this time. A true made-to-measure shoe needs many measurements taken properly in person, and a form made specifically to match your foot. It is a wonderful service, just not one we offer, and we are happy to recommend others who do.
I have a special event coming up. Can you help?
We welcome special requests. If you are planning for an event or a particular outfit, send us a message with your idea and we will do what we can to bring it to life.
5. Orders, Production, & Shipping
How long does production take?
Every pair is made to order. Production typically takes 4 to 8 weeks from order to delivery, and can vary with current demand. The most current lead time is always shown in the banner at the top of our website.
Where do you ship from, and how long does delivery take?
Orders within the United States ship domestically from within the US. Orders everywhere else ship from our workshop in Spain. Once your shoes are finished and dispatched, standard transit is roughly 2 to 3 business days domestically and 3 to 5 business days internationally. Time spent in customs on international orders is outside of our control.
6. Customs & Duties
United States: US orders ship to you from within the United States, so there are no customs or duties for you to pay.
European Union: your shipping fee includes the VAT due on your shoes, which we ship directly from Spain.
Non-EU European and all other international customers: we ship from Spain, and you may need to pay a customs or import fee. Your home country sets and collects that fee directly, so we cannot calculate or include it. Online duty calculators can give you an estimate for your country. Please note that your shipping fee is always non-refundable, but if you do not pay the necessary customs and tariffs to your customs office, an additional $50-$100 will be subtracted from your refund as the item will be destroyed at your country. We recommend using online calculators to determine if your country charges a fee.
7. Returns & Exchanges
What is your return and exchange policy?
We accept returns and exchanges on shoes in original condition within 14 days of receipt. To start, fill out our exchange and return form [link to /pages/returns]. If the form gives you any trouble, just reach out and we will help.
How does shipping work for a return or exchange?
Return shipping is generally covered by the customer. For exchanges, we will guide you through the process so we can get the fit right on your replacement pair. We cover the cost of shipping your new shoes to you.
8. Caring for Your Shoes
How should I care for my shoes?
These are handcrafted leather shoes, not industrial plastic-soled ones, so a little care goes a long way.
- If they get wet: dry them slowly with paper stuffed inside. Avoid direct heat.
- Keeping the leather healthy: use a leather protectant or conditioner now and then.
- Repairs: we do not resole in-house, but a local cobbler can handle soles, rivets, and similar repairs. If you are unsure, let us know and we will do our best to help you get them back into good shape.
9. Our Workshop
Can I visit your workshop?
Our workshop is a private working space and is not open to visitors at this time. Because we handcraft every pair to order, we do not keep inventory on hand for fittings. Thank you for helping us keep it a quiet, productive space for our shoemakers.
10. Still Have a Question?
If you have any questions about sizing, materials, or fit before ordering, we are always glad to help. Email us at shoes@sevillasmith.com or send us a message on Instagram: @sevillasmith.