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FAQ

General

How do I contact OneHugeStep?

You can email us at email to track your orders, shipments, returns, refunds and any other queries that you may have. We will reply to you as soon as we can. Please check the questions below as they may be helpful too.

Can I talk to you over phone?

Our preferred communication channel is email. For most part of the time, we are glued to the production lines at our factories and answering calls from there may not set the right customer experience.

If you feel that that the matter cannot be resolved over email, we can definitely share our phone numbers upon explicit email request from your end with a brief on the subject of discussion. We can then sync up at a mutually convenient time.

Where you based out of?

We are proudly based out of Chennai, India.

Do you sell women's & kid's shoes?

Currently we sell only men's shoes. In future, we hope to add women's & kid's shoes.

Order & Shipping

Is my order confirmed?

Please check your email. You will receive an order confirmation email if your order is confirmed.

When will you ship my shoes?

We don't maintain any finished inventory of shoes. We cut the leather against an order and deliver it to you 'factory fresh'. Standard styles & sizes displayed on our website will be shipped within 2 to 3 weeks time. Custom/bulk orders may take longer depending on the order volume & customer specifications etc.

I want to place a bulk order. What extra discount can I get?

Our prices are already well below your retail showroom prices. So we generally can't offer you a discount. But if your order is really large (we determine if it is large enough!), perhaps we can do a little something there.

I want to cancel my order ASAP. What should I do?

Please email us with instructions to do the same and we'll do it for you. Your order cannot be cancelled if it has been already shipped and not delivered to you yet.

What are your shipping charges?

Within India, shipping cost and taxes are covered within the stated price. For International, we charge a flat 3000 INR per pair of shoes.

Does your list price includes taxes?

Yes. It includes shipping and taxes for all domestic(within India) orders.

Do you provide Cash-On-Delivery (COD)/Pay-On-Delivery (POD) facility?

No. COD/POD facility is NOT available.

Are there additional charges levied for COD/POD?

Rs 150 per pair. However please note that COD/POD facility is available only for standard orders & select cities/towns within India.

Is there any upper limit on COD/POD purchases?

No. However we will do our due diligence before working on your order.

What courier service do you use?

We work with Bue Dart, a premium courier service provider in the country to ensure that you have a hassle free end-to-end shopping experience.

Are there any chances of the shoes getting damaged during transit?

No, our shoe box is put inside a courier box before shipping as an additional safety precaution.

It has been more than 3 weeks since I placed my order. I have still not received my shoes. What is happening?

We are a small team delicately crafting your shoes. We have been bombarded with a whole lot of orders given our maniacal focus to Quality and Finish. Prepaid orders get higher priority than COD/POD orders. Please drop an email to email to know the exact status of your order.

Sizing & Fitting

Do you follow US or Euro or UK/India shoe sizes/fittings?

UK/India

In what fittings, are your shoes available?

Invariably, all of our styles come only in Standard fitting. However we can accommodate a Wide fitting which is generally about 4mm wider in the fore-part area upon explicit email request. Please write to us email if you need a Wide fit.

My foot is wide. Can I order a wide fitting?

Yes. Please go through the FAQ point right above. You can custom order a wide fitting on our existing styles. A fraction of our customer base (< 2%) explicitly asks for Wide fitting.

Do you make narrow or extra wide fittings?

Currently we don't.

What are your standard sizes?

UK/India 6, 7, 8, 9, 10, 11 & 12 are our standard sizes.

Do you ship half sizes (eg 8.5)?

Currently we don't to half sizes.

What size/fitting should I order?

As a traditional buyer, we would ideally like to touch & feel, try out the shoes before buying. However in online purchases, this is not be entirely feasible. Therefore we recommend ordering the size/fitting you normally wear in a casual or a dress shoe. Please walk it up to a footwear retail store in your neighbourhood & double-check your size/fitting in case you have any doubt. A size chart for your quick reference is available below.

Men
UK/India Euro US
6 40 7
7 41 8
8 42 9
9 43 10
10 44 11
11 45 12
12 46 13

Return Policy & Refund

What is your Return Policy?

If you are not satisfied with your purchase, you have the right to return the unworn pair of shoes within 1 week of receiving them for a refund minus Rs 200 as restocking fee. Any shoes considered worn upon return will be subject to Rs 500 restocking fee. Returned shoes will be inspected by our quality controller before refunds are made and his decision is final & binding.

In case, you find any manufacturing defect or material failure, you are entitled to return with 4 weeks of receiving the shoes.

What is your Return procedure?

Please contact us through email before you return the shoes so that we can provide you with a return merchandise authorization (RMA) code that you can include in the package for our easy reference. Any product without a RMA code will not be refunded.

Shoes must be in original packaging, in all original boxes, packaging materials, accessories and documents provided by us.

Who bears the return shipping costs?

Return shipping charges need to be borne by the customer & is not refundable by us. We will not be held responsible for items lost or damaged during transit.

Are returns allowed for custom orders?

For Custom orders, returns are NOT allowed for any reason whatsoever. Before placing your order, please be absolutely certain of your size/fitting because shoes cannot be returned (only exchanged) for improper fit.

Will I get my money back?

If you cancel before your order has been shipped, you will get your money back within 3-7 working days. If you cancel after your order has been shipped, you will get your money back 3-7 days after we receive back the cancelled shoes at our factory. If you have paid through COD, please provide your back account details ASAP. We do NOT process any refunds in form of cheque or demand draft.

To which address do I need to return the shoes?

This will be present in the courier box that we send you.

Last and Color options

What is a Last and how many you have now?

Last governs the shape of the shoe. For now we have 5 distinct Lasts. We plan to introduce more Lasts in the future.

What color options you have for Natural Crust leather?

Burgundy, Cobalt Blue, Dark Grey, Cognac, Sunflower Yellow, Chilli Red, Reddish Tan & Yellowish Tan.

Bespoke Shoes

I have a new style in mind that is not there in your existing collection. Can you make that style for me?

Please write to email with the pictures of the style that you have in mind. We will assess the initial feasibility. If feasible, we will let you know the cost, the payment terms and the timelines. OneHugeStep will exclusively own the rights of the style being developed and will have complete freedom to market that style or any of its variations through all of its online and offline channels. OneHugeStep will have to recover the style development costs which is far higher than the price you paid for the Bespoke order. Style development based on pictures is a reasonably challenging task and we CANNOT achieve 100% accuracy. We shall endeavour to achieve 90- 95% accuracy.

If mutually agreeable, we can work on your Bespoke/Custom order.

Other Sole Options than Leather

What is a Tunit Sole?

TUNIT is a unique rubber material. The best alternative to leather sole and is almost identical. It possesses the characteristics of flexibility, workability, abrasion resistance and impermeability to guarantee PERFORMANCES sometimes even higher than natural leather. Advantage is that it costs less. Hence our shoes based on Tunit soles are priced lesser than shoes based on leather soles.