FAQ

ORDER ISSUES

Can I cancel my order?

After having placed your order, you may cancel the order only if the order has not been dispatched yet. We do not accept any cancellation on orders after the product has been dispatched.

All prepaid orders that are cancelled within 4 hours of placing the order will be fully refunded in the next 7 business days. For orders that were cancelled beyond the specified time limit, refund will only be generated in the form of a store credit.

Why was my order cancelled?

There are various reasons why an order may have been cancelled:

  • Out of Stock
  • Unverified information
  • Payment declined
  • Tech issues
  • Incorrect address

If your order was cancelled, you should receive an email notification detailing the reason. Sometimes an order

does not process. This could be due to two possible reasons:

  • The amount of time elapsed between order placement and payment confirmation
  • The item went out of stock during the ordering process

If the payment has been deducted from your bank account, a refund will be issued.

Can I remove an item from my order?

If you no longer require any of the items ordered and if the order hasn’t been dispatched yet, you may cancel the entire order and place a new one.

If the order has already been dispatched, we’ll be unable to change the order. Regrettably, this will mean we’ll be unable to remove an item from your order.

Can I add an item or change the size/color of an item in my order?

Once an order is placed, we are unable to modify it. This is to ensure the accuracy of your order and to process it for dispatch as quickly as possible. If your order has not yet been dispatched, you may cancel the entire order and place a new one with the correct items and sizes. Please see our information on how to cancel an order for further details.

SHIPPING & DELIVERY

Do you ship internationally? What are the timelines and costs?

Yes, we are pleased to offer international shipping. Shipping costs and delivery timelines vary depending on the destination country.

How are shipping charges calculated?

For Orders within India: We are pleased to offer complimentary shipping on all domestic orders.

For International Orders: We are pleased to offer complimentary shipping on all international orders. Please note that these shipping costs are separate from any local customs or import duties that may be incurred, which are the responsibility of the customer.

When will my order ship?

Order processing begins once your payment has been successfully received and confirmed. Dispatch timelines vary by product and are mentioned alongside each item. While we strive to ensure timely deliveries, certain delays may occur due to factors beyond our control (e.g., natural calamities, government restrictions, or unforeseen logistical challenges).

Can I change my shipping address after placing the order?

We recommend double-checking your shipping details before placing an order. We’ll be unable to make any changes to the billing details after an order has been placed. If you have received an order confirmation, then your order is processing and should ship to you very soon. Once dispatched, you will receive an auto email containing tracking information for your reference.

If a non-delivery occurs due to incorrect name, address, or contact information provided by you, any extra cost incurred for re-delivery will be charged to you.

What happens if I enter incorrect information while placing the order?

Please ensure all information provided is true and accurate. We reserve the right to verify your details at any stage. If the details are found to be false or misleading, we may cancel your registration or restrict access to our services without prior notice.

Where is my order?

All domestic orders are shipped within 3-5 business days of your purchase. If we encounter any delays, our customer care team will inform you of the new expected delivery date.

Once your order is shipped, delivery typically takes 3-7 business days. If there’s no update on your tracking information after 7 business days, please contact us so we can investigate. This inquiry may take several weeks.

If your package is confirmed lost in transit, you will receive a full refund.

PAYMENT

What payment methods do you accept?

We accept a wide range of payment methods for your convenience, including:

  • Credit Cards (Visa, MasterCard, American Express)
  • Debit Cards
  • Net Banking
  • UPI (via Google Pay, PhonePe, Paytm, and others)
  • Select Mobile Wallets

All transactions are secure and encrypted.

Do you offer Cash on Delivery (COD)?

At present, we do not offer Cash on Delivery (COD). All orders must be prepaid to allow for a seamless processing and dispatch experience.

How do I use a store credit or discount code?

You can apply your store credit or discount code during the checkout process. On the payment page, you will find a designated field to enter your code. Kindly type it in and click ‘Apply’ to see the discount reflected in your order total. Please note that store credit cannot be combined with other promotional discounts.

What happens if I enter incorrect information while placing the order?

Please ensure all information provided is true and accurate. We reserve the right to verify your details at any stage. If the details are found to be false or misleading, we may cancel your registration or restrict access to our services without prior notice.

Where is my order?

All domestic orders are shipped within 3-5 business days of your purchase. If we encounter any delays, our customer care team will inform you of the new expected delivery date.

Once your order is shipped, delivery typically takes 3-7 business days. If there’s no update on your tracking information after 7 business days, please contact us so we can investigate. This inquiry may take several weeks.

If your package is confirmed lost in transit, you will receive a full refund

RETURNS

Can I return my order?

Yes, returns are accepted only for size issues, transportation damage, or manufacturing defects. Items must be unused, in original packaging, and returned within the specified window. For details, visit the Shipping & Returns page.

What if the size doesn’t fit?

If the fit isn’t right, contact us within 3 days of delivery. We’ll arrange an exchange in the form of a size replacement or store credit. Products must be returned in original condition. More info on the Shipping & Returns page.

My shoes arrived damaged. What now?

If your product was damaged during transit, email us within 48 hours of delivery. We’ll schedule a pickup, inspect the item, and repair or replace it. Details on our Shipping & Returns page.

What if there’s a manufacturing defect?

Please send us a photo/video of the issue. Once we receive the item, we’ll run a quality check and inform you of the next steps. We’ll offer a repair, exchange, or store credit depending on the issue.

Do you offer refunds?

Refunds are issued as store credit, valid for 6 months. It cannot be combined with discounts. For more, refer to the Shipping & Returns page.

How should I pack my return?

Return items in the original box and dust bag, inside a protective outer box. Improperly packaged returns will not be accepted. Packaging guidance is available on the Shipping & Returns page.

Can international customers return items?

Yes, but return shipping must be arranged and paid for by the customer. We recommend using a trackable service. More details on the Shipping & Returns page.

Are sale or discounted items eligible for return?

Items purchased during a sale or with a promotional discount code are considered final sale. As such, they are not eligible for return, exchange, or store credit. We kindly ask you to check the size guide and product details carefully before making a purchase.

Are sale or discounted items eligible for return?

Items purchased during a sale or with a promotional discount code are considered final sale. As such, they are not eligible for return, exchange, or store credit. We kindly ask you to check the size guide and product details carefully before making a purchase.

When are monetary refunds issued instead of store credit?

Our standard policy for all eligible returns is to issue a refund in the form of a store credit. However, a full monetary refund to your original payment method will be processed in the following specific circumstances:

  • For prepaid orders that are cancelled within 4 hours of placement.
  • If your package is confirmed to be lost in transit by our shipping partner following an investigation.

CONTACT US

How can I get in touch with customer care?

We are here to help. You can reach our customer care team through the following channels:

  • Email: For all enquiries, please write to us at hello@slashinbrackets.com. We aim to respond within 24-48 business hours.
  • WhatsApp: For quick questions regarding sizing or orders, you can message us at [+1-555-815-0506].

Our team is available from Monday to Friday, 10:00 AM to 6:00 PM IST, excluding public holidays.

SIZING & FIT

I’m unsure about my size. What should I do?

We recommend checking our Size Guide. The size guide is available on every product page. If you need help choosing your size, feel free to WhatsApp or email us.

I’m between sizes. What should I do?

We generally suggest sizing up if you’re in between. For personalized advice, drop us a message. We’re happy to help.

Will your shoes stretch with wear?

Yes, leather naturally adapts to your feet with wear AND might need a brief break-in period. But if they’re too snug out of the box, consider sizing up.

For the first few times you wear your closed shoes, we suggest pairing them with socks to help them adjust to your feet and avoid any kind of bites or blisters. After they’re broken in, your shoes will be exceptionally comfortable and will quickly become your everyday staple.

Do you offer wide or narrow sizes?

Not at the moment, but our fits are carefully developed to accommodate most foot shapes comfortably. If you have specific concerns, reach out before you order.

Will my shoes feel stiff at first?

Yes, a little. Like all finely crafted leather shoes, there is a natural break-in period. Our leathers are minimally treated so they may feel firm on the first few wears. With time, they soften, mould to your feet and take on a character that is uniquely yours.This is the beauty of a well-made leather shoe.

How long does the break-in period last?

Usually just a few wears. Each step helps the leather adapt to your stride, becoming more supple and comfortable. With patience, your shoes will settle into a fit that feels entirely personal.

PRODUCT CARE

How should I care for my shoes?

Our leathers are natural and minimally finished, chosen for how they will evolve with time. Some are gently oiled, others lightly waxed, each with its own character. Wipe softly with a dry cloth after wear. For darker oiled leathers, a touch of neutral cream restores depth; for lighter waxed finishes, avoid creams and use a trace of clear wax when needed. Buff gently for a quiet sheen. Keep away from direct heat, sunlight, and moisture. If wet, blot carefully and let dry slowly, away from heat. When not in use, store them in their dust bags and allow them to rest between wears.

For specific product enquiries, write to us at hello@slashinbrackets.com.

Are your leathers sustainable?

Yes, we use full-grain leather from LWG-certified tanneries that meet strict environmental standards. More on our Ethics page.