FAQs

How long will it take for my order to be shipped/What's the status of my order?

All full priced orders take approximately two weeks to be completed.  Items purchased from the SPECIALS section will ship out 1 - 2 business days after the order is placed.  Customers will receive email notification of shipment and tracking information to the email address provided on their order.

Is the Burbank, CA location open to the public? Is it a retail store or just a factory?

Yes, our Burbank location is open to the public on weekdays from 8:30 am - 3:30 pm.  All CYDWOQs sold across the globe originate in our Burbank, CA factory; additionally we have an attached showroom with samples of all our styles, and a stock room with limited inventory for same-day purchase. 

I need these shoes for an event--can I ask for my order to be completed sooner than the average two weeks?

While CYDWOQ will always try to accommodate our customer's needs, we ask that customers respect our policy and place orders at least three weeks before the date of an event or travel.  If you need your order to ship before the standard two weeks, you may be subject to an additional charge.  Customer service representatives are always available to answer questions of this nature, so please call or email if you need shoes sooner than the estimated delivery date.

Can I request a different leather than the one pictured on the product page?

Yes--all full-priced orders can be customized for leather color.  To request a different color than what is pictured on the product page, click the "additional options: click here" button underneath the size options.  Once the textbox appears, you can write your request for a different leather.  If we don't have the leather color you want, we will contact you for substitution options.

Is high instep the same thing as high arches?

No! High arches refer to the bottom of the foot, while instep refers to the top of your foot.

What will be different about my shoes if I order Wide Fit?

Ordering Wide Fit lets us know that your toe box is wider than average.  To accommodate for larger toe boxes, we only adjust the upper layer of the shoe for extra room.  Please note that ordering a Wide Fit does NOT mean the footbed of your shoes will be wider--width of shoe, sandal, and boot footbeds will always remain constant.

I've heard that CYDWOQ shoes will "mold to my feet", what does this mean?

All CYDWOQs are made with natural, vegetable-tanned leather insoles/outsoles.  This dying process results in pliable leather that will literally mold to your feet, much like memory foam or gel inserts.  Our shoes are known to become more comfortable as they age.  Additionally, the upper layer of leather will stretch and mold to accommodate small bunions, wider toe boxes, and other small difference in foot shape.  

I don't know my true US size, can I submit a drawing of my foot so you can determine what size I should get?

CYDWOQ highly discourages submitting drawings/tracings of feet, as this can often lead to incorrect sizing.  The best way to find your true US size is to go to your local shoe store and have someone measure your foot correctly.  Once you have this measurement, we can help you decide what size to order.

My CYDWOQ shoes fit, but they're a little uncomfortable in one or more areas, what can I do about this?

Most areas of discomfort on a new pair of CYDWOQs can be remedied by either stretching or "molding" the shoe as needed; for example, if an area on the footbed is causing discomfort, you can use your fingers to strongly press down the area that is hurting.  Most times, using your fingers or hands to stretch/mold the shoes will be enough, but we are always here to assist you further if necessary.

Can I have a shoe made from my own design?

While we consider ourselves to be a custom leather shoe store, we are not able to make a shoe based on customer designs.  Our designer works tirelessly to create beautiful, unique, and structurally sound styles! If you are interested in slightly altering the design of a shoe, please contact us and we will let you know if it is possible.

Can you send me a physical sample of a leather?

We do not send physical samples of our leathers to customers, but we are more than happy to send photos of leathers via email.

What mail courier does CYDWOQ use?

CYDWOQ ships most orders through FedEx.  Some international orders may be sent USPS, depending on cost of shipping.  Repairs/Exchanges are generally sent FedEx, unless otherwise directed by the customer.

How does your sizing compare to other brands like Birkenstocks, Toms, or Nike?

While other companies provide these types of sizing comparisons, CYDWOQ has found that our sizing is best compared to the US size.  For women, we have sizes US 5 - US 12 reflected by CYDWOQ sizes 35 - 42.  For men, we have sizes US 7 - US 14 reflected by CYDWOQ sizes 40 - 47.  For a full side-by-side comparison, please refer to the chart below.

All CYDWOQ shoes, bags, and belts are made to order in our factory in Burbank, California.  We do not stock full-priced products so your ordered item(s) will be made specifically for you. Orders take approximately two weeks to be completed, plus additional shipping time.  Adjustments can be made FREE OF CHARGE to your order if you are not fully satisfied with the fit, as long as the adjustments are PRE-APPROVED by CYDWOQ (contact us at returns@cydwoq.com or call us to get pre-approval).  If you have any specific instructions (wide or narrow foot, high instep, calves with specific measurements, unusual toe sizes, etc.) please email info@cydwoq.com as soon as you place your order. Shoes made to non-standard specifications (i.e. two different shoe sizes, irregular measurements and requests, or alteration of model shoe sample) can be adjusted, but are FINAL SALE and non-refundable.  Every effort will be made to give you the perfect fit but in the event that you need to return your shoes we will either issue you a store credit for the full amount or refund your purchase price (excluding shipping) minus a 20% restocking fee per item (July 2016). Shoes must be unworn and have no visible damage to be accepted for a return or exchange.  You may be charged an extra fee upon return if there is damage to the soles of the shoes. Returns and Exchanges will only be accepted within 30 DAYS of receiving your order--no exceptions.

Final Sale Items from the Specials section online can be exchanged for other final sale items, and can be returned for store credit, but cannot be returned for money back to the card--no exceptions. You have 30 days after receiving your order to request any of these options.

ATTENTION INTERNATIONAL CUSTOMERS: You agree to be responsible for any customs or Value-Added Tax (“VAT”) charges incurred in shipping internationally. You agree that your purchase from the Site is your own initiative and you are responsible for ensuring compliance with all laws and regulations, such as United States export or re-export control laws and regulations and local laws applicable to you. CYDWOQ makes no representations that the item(s) purchased is appropriate or available for use in all locations, and access to it from territories where their contents are illegal is prohibited.
If the customer has agreed to the terms and conditions and then refuses to pay duties and taxes which results in the shipment being sent back to the Burbank, CA factory, the customer will be charged the full amount of the return shipment.  International returns and exchanges can be made with the approval of a CYDWOQ employee--email returns@cydwoq.com for more information.  Please note that in the event that an international order is returned or refunded, the customer will pay for shipping back to us, unless otherwise stated. 


DISCLAIMER:
CYDWOQ shoes are made using eco-friendly and non-toxic materials, but despite the nature of our products, some people still have reactions to entirely natural substances.  While these reactions are extremely rare and unlikely, CYDWOQ does not take responsibility for any allergies or reactions caused by our products.