FAQ

  1. What happens if the size is not correct?

At ISSANTO, we offer a special fitting guarantee to ensure your complete satisfaction.

If, upon receiving your order, the size is not correct, we will manufacture a new pair at no additional cost, provided that the following conditions are met:

  • The customer must first return the received pair to our factory.
  • The product must be unused, in perfect condition, and in its original packaging.
  • Once received and inspected, we will proceed with the production of the new pair.

This guarantee covers exclusively size-related issues and does not apply to aesthetic changes, design modifications, or personal preferences.

  1. Can I return or cancel a personalized order?

In accordance with European consumer regulations (Directive 2011/83/EU), products made to the consumer’s specifications or clearly personalized are exempt from the right of withdrawal.

Therefore, once the order has been confirmed and the production process has begun, it cannot be cancelled, returned, or refunded, except in cases of manufacturing defects or errors attributable to issanto.

  1. What is considered a personalized product?

A personalized product is considered any pair designed by the customer using our online configurator, where materials, colors, lasts, heel heights, soles, and finishes are selected, resulting in a unique and exclusive design.

Each pair of issanto shoes is handcrafted to order, meaning there is no pre-existing stock and no possibility of resale or reassignment to another customer.

  1. What happens if my order has a manufacturing defect?

In the unlikely event that your order presents a manufacturing defect, issanto will, at its discretion:

  • Repair the product, or
  • Manufacture a new pair at no additional cost.

This guarantee covers exclusively manufacturing defects and excludes damage caused by normal wear and tear, misuse, impact, friction, improper care, or external factors.

  1. When does the production process begin?

The production process begins once payment has been successfully confirmed.

From that moment, the order enters the handcrafted production phase, which means it can no longer be modified, cancelled, or refunded.

  1. What is the delivery timeframe?

The estimated production and delivery timeframe is 15 to 20 working days, approximately depending on the level of customization and design complexity.

These timeframes are approximate and may vary slightly during peak production periods, due to technical factors inherent to handcrafted manufacturing or courier timing (DHL, FeDex, UPS, etc…)

  1. How should I care for my issanto shoes?

issanto shall not be held responsible for damage resulting from improper use, prolonged exposure to moisture, contact with abrasive surfaces, or incorrect cleaning methods.

We strongly recommend following our care and maintenance guidelines to preserve the beauty, quality, and longevity of your shoes.