FAQ
SIZING
How do your shoes run?
Our shoes run pretty true to size. Please check our sizing chart to make sure you are ordering the correct pair. If you have questions, please email us at info@osborndesign.com. If you live in the NYC are feel free to make an appointment to figure out your shoe size in person - or find us on weekends at the Brooklyn Flea.
Do you make half sizes?
We currently do not make half sizes.
Will the shoes stretch out?
Yes, the shoes will stretch and conform with wear.
STUDIO
Can I come and try on shoes in person?
Yes, please make an appointment for a studio visit. Inquire to info@osborndesign.com We keep a limited amount of stock in the studio. You can also find us weekends at the Brooklyn Flea in New York City.
CARE
How do I care for my leather soled shoes?
Leather shoes are extra fun! But they need a little bit of TLC to make sure they stay with you for the long haul.
- Avoid repeated wearing in the rain or snow.
- Once the rubber on the heel wears down bring to shoe repair shop to have the rubber replaced.
- Once the leather wears down, you can replace your soles! Just drop them off at a local shoe repair shop to have them resoled.
- If any of the above concerns you - please take you shoes to your local shoe repair shop where they can weather proof them for you!
STYLES
How often do you restock sizing and styles?
For the most part, we make our web shoes in small batches. This means that we often sell out of a particular style and size pretty fast, and do not restock. BUT we often add to our collection on a monthly basis so keep your eyes peeled for new stuff and grab it while you can!
Where can I find additional styles other than your website?
Find us weekends at the Brooklyn Flea. www.brooklynflea.com
Something is sold out - will you be restocking?
Most likely, no.
What does one-of-a-kind mean?
It literally means that it is an original pair of shoes, and no other exists in the entire universe like it. This is due to the originality of the fabric used to make them.
I see that a lot of shoes feature being made from a huipile. What is a huipile?
A huipile is a back strapped loomed cotton blouse made by Mayan communities in Guatemala, and throughout Central America. They are labor intensive and each one is unique, a work of art and steeped in social traditions. Osborn scouts vintage huipiles to make its huipile shoe line. The shoes from this collection are one-of-a-kind and cannot be replicated.
ORDERING
Is the site secure?
Yes
Can I make changes to my order?
Yes, email orders@osborndesign.com and we will help you figure it all out.
What forms of payment are accepted?
Currently we accept Visa, Mastercard and PayaPal for direct online orders. To make a purchase using check or wire, please email: orders@osborndesign.com to make arrangements.
SHIPPING
What is Osborn’s domestic shipping policy?
All domestic orders are shipped via UPS within 3 business days after the order has been placed. Osborn will ship to multiple addresses, but please note that extra shipping costs will be added. All shoes are shipped from New Jersey. If a shipment is returned to our warehouse by UPS unclaimed or refused, a store credit will be issued to your account. There are no refunds for unclaimed packages returned to our 3rd party warehouse. If you need the item shipped again, please repurchase from the web store.
What is Osborn’s international shipping policy?
At this moment, all international orders must be processed by emailing us at: orders@osborndesign.com. Include size, style & shipping address. You will be emailed an invoice to make payment via PayPal.
All international orders are shipped via USPS within 10 business days after the order has been placed. ANY CUSTOMS FEES, DUTIES, ETC ARE THE RESPONSIBILITY OF THE PURCHASER. OSBORN IS NOT RESPONSIBLE FOR ANY FEES ASSOCIATED WITH THE RETURN OF ANY ITEM. As we ship internationally at cost, we are unable to offer reduced or free shipping on orders outside the US.
How can I track my shipment?
A tracking number will be sent to you via email once your order has shipped. You can also log into your account to see the most recent tracking information.
RETURNS AND EXCHANGES
What is Osborn’s return & exchange policy?
14 Day Return Policy
To return a purchase, you must do so within 14 days to qualify for a full refund. If a purchase is sent after 14 days from the order date, a credit will be issued instead.
Please return your purchase to:
Bergen Shippers
Attn: OSBORN WEB RETURNS
7373 Westside Ave.
Returns Dept.
North Bergen, NJ 07047
Customers are responsible for all shipping charges and shipping costs are nonrefundable. Please use a trackable shipping service, as Osborn is not responsible for lost packages.
When your items are received by our recieving warehouse and verified to be in new condition, we will issue a refund for the amount of the merchandise returned. Please allow up to 21 days for a refund to be processed and refunded to your method of payment. Osborn reserves the right to refuse returns if merchandise is dirty or damaged.
All returns must be in a proper shipping box (i.e. you may not use the shoe box as a shipping box). You will be charged a $20 handling fee if our returns department receives a shipping box that is the original Osborn shoe box. Shoe box must be in good condition in order for return or exchange to be accepted without a handling fee.
Please allow up to one billing cycle for refund to reflect (or 21 business days).
OSBORN IS NOT RESPONSIBLE FOR SHIPPING ERRORS MADE ON THE PART OF THE PURCHASER. OSBORN IS NOT RESPONSIBLE FOR SHIPPING CHARGES THAT MAY INCUR IF ADDITIONAL SHIPPING IS NEEDED. 15% restocking fee will apply to any purchases returned to our warehouse due to customer error.
ALL ITEMS PURCHASED THAT END IN .99 are FINAL SALE ONLY - no exchanges.
QUESTIONS? Please contact us at orders@osborndesign.com
14 Day Exchange Policy
To initiate an exchange, please email us at: orders@osborndesign.com. If your requested item is in stock, you will be charged an additional shipping and handling fee of $15. For this payment, you will be contacted via email or phone by an Osborn customer service representative.
If we do not have your requested item in stock, we can issue you a refund as per our returns policy above -or- issue a store credit for future use.
PRIVACY POLICY
What is Osborn’s privacy policy?
Your privacy is very important to us. The personal information that we require for order placement includes only that which is necessary to contact you and fulfill your order. We will NEVER sell, rent or trade your personal information to anyone and we do not store your credit card information after your order has been completed.
Any submissions or comments sent to our website are considered confidential and become the property of Osborn Design.
TERMS OF USE
All content (photos, designs, etc) included on OsbornDesign.com are intended only for personal, noncommercial (aside from purchase) use by site users. Without explicit written permission, you may not reproduce, publish, transmit, distribute, display, modify, or exploit any contents of this site.