FAQ
SIZING
How do your shoes run?
Our shoes run pretty true to size. They run a little bit narrow, but often stretch out after a few wears. 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. Please also check out our retailers as there may be a location near you to try them on!
Do you make half sizes?
We currently do not make half sizes.
Will the shoes stretch out?
Yes, the shoes will stretch about a 1/4 size. The shoes are made mostly from leather and cotton, so they will mold to your foot with wear. Our vegan collection is made from cotton so those will stretch as well.
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?
We are carried in boutiques and stores nationwide. Please check out stores page to see where you can find us.
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 and Mastercard are for direct online orders. To make a purchase using check, PayPal, 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 7 business days after the order has been placed. Osborn will ship to multiple addresses, but please note that extra shipping costs will be added. Orders of $200 or more will receive free domestic shipping. All shoes are shipped from New Jersey.
What is Osborn’s international shipping policy?
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?
NO REFUNDS are issues from web orders - only store credit or exchange.
30 Day Return & Exchange Policy:
All returns must be postmarked within 30 days of package receipt in order to qualify for exchange or store credit. All returned items must be in new, unworn condition.
To start a return, please request a Return Authorization Number via
email from orders@osborndesign.com. Don't forget to include your order # in the email. We will issue you a Return Authorization Number. We will not accept any return packages without this number.
Customers are responsible for all shipping charges and shipping costs are nonrefundable.
Please return products with tracking information as we are not responsible for returns lost in transit.
When your items are received and verified to be in new condition, we will issue a store credit for the amount of the merchandise returned.
Free Exchange Shipping
Customers are responsible for shipping costs for returning products, but replacement products requested in exchange for returned products are shipped free of charge.
All purchases are Exchange or Store Credit Only
Products may be returned for exchange or for store credit only. No refunds will be issued.
Merchandise will only be accepted as a return if it is in original condition and packaging with no signs of wear. 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 $10 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. We do not accept responsibility for lost packages, thus we recommend you send it with a tracking number to ensure delivery.
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 MERCHANDISE PURCHASED from OSBORNDESIGN.com qualifies for store credit or exchange only - no refunds.
QUESTIONS? Please contact us at orders@osborndesign.com
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.