FAQ

How Can We Help?

Monday to Friday 9:30am - 5pm EST 

Website Orders:

  • Online orders are processed Monday - Friday, 3-5 business days of order placement, unless indicated in the product description. If your order was placed during a promotional sale, please expect 7-10 business days for your order to ship.

  • Orders placed after 1pm EST Friday or Saturday/Sunday will be processed the following Monday morning.

  • On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order. If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order.

  • During TKEES support hours (Monday to Friday 9:30am - 5pm EST) you can cancel or modify your order up to one hour from the time your order is submitted.

      Pre-sale:

      What is a pre-sale?

      Pre-sale items are items that have not yet arrived in our warehouse, but can be purchased and reserved in advance of their arrival. Once your order has been processed and prepared for shipment we’ll notify you with your tracking number and expected date of delivery. Delivery times are dependent on our shipping partner in your country of origin.

      Pre-sale Ship Date

      An item on pre-sale has an estimated ship date. This date has the potential to change if the shipment encounters delays on the way to our warehouse. In the event that your shipment is delayed for any reason, we will let you know by email.

      Monogram Orders:

      Please allow an additional 4 - 6 business days for processing before your order is shipped. At this time we can only monogram three (3) characters on the Nudes, Liners, Pigments and the Lily Mattes in gold foil. Due to the personalization process, all monogrammed items are final sale. 

      Promo Codes:

      We all love a deal, but there are a few little rules:

      • Only one code may be used per order.
      • Certain items (including all sale items) are excluded from special offers.
      • Codes may not be applied after an order is processed.

          Sale Items:

          • Unless indicated otherwise, all orders purchased on sale are final sale and cannot be returned or exchanged.
          • We do not honour price adjustments on items purchased before a sale.

              Shipping:

              Every attempt will be made to process and ship your order the day it's received, but can take between 3-5 business days for regular orders and up to 10 business days for sale orders. We will email you with your tracking number when the order is shipped. At this time, we are unable to ship to APO/FPO or PO Box addresses.

              USA
              • DHL SmartMail Parcel Plus Ground (~7-8 Business Days) 
              • DHL SmartMail Parcel Expedited (~4-6 Business Days) 
              • DHL SmartMail Parcel Expedited MAX (~2-3 Business Days) 
              • UPS Next Day Air
              Canada
              • DHL Parcel International Standard - Duties & Taxes NOT Included (~11 business days)  
              • DHL Parcel International Direct - Duties & Taxes Included (~7 business days)
              • DHL Parcel International Direct - Duties & Taxes NOT Included (~7 business days)
              • UPS Worldwide Expedited
              International
              • DHL Parcel International Standard - Duties & Taxes NOT Included (~11 business days)  
              • DHL Parcel International Direct - Duties & Taxes Included (~7 business days)
              • DHL Parcel International Direct - Duties & Taxes NOT Included (~7 business days)
              • UPS Worldwide Expedited

              Depending on the destination, not all shipping services may be available. 

              Duties and Applicable Fees:

              • We understand that any extra duty and tax fees are inconvenient, however, these fees are set and collected by your country and are non-refundable. For more information on import duty and tax fees, please email [email protected]

              • For pre-paid duties options, please note:
                The goods will be imported on behalf of the buyer. The buyer authorizes TKEES to import the goods on their behalf. Further, the buyer agrees that TKEES may delegate the obligation to import the goods on its behalf to a subcontractor (e.g. customs broker). The buyer will pay the taxes & duties in addition with the purchase price of the goods at time of purchase.

              Countries Not Currently Shipping

              Due to the severity of the COVID-19 outbreak, there are widespread restrictions into affected areas. As a result, please note below the countries to which DHL shipping service has been suspended. Delays are being experienced to all international destinations.
              TKEES will make every attempt to offer complimentary shipping via DHL, however, select countries may be exempt from this offer.
              If your destination country is not eligible for free DHL shipping, we will offer complimentary shipping via UPS Worldwide Expedited on orders over $350.

              Please make sure the TKEES are unworn and in their original shoe bag with all merchandise tags attached. Keep in mind that monogrammed items and cotton masks are final sale and not eligible for return or exchange. Bundled items are only eligible for exchange.
              We are able to process returns and exchanges on TKEES.com orders only. If you wish to return or exchange a pair bought in store, please contact the retailer from which you purchased the item.
                • Customers returning from the US can get started by visiting our Returns Portal within 30 days of receiving your item(s).
                • Customers returning from Canada, Australia, and the UK can get started by contacting [email protected] for your return authorization number.

                Coronavirus update [Nov 16th, 2020]: For purchase made on or after November 17th, 2020 the refund period is 90 days from date of purchase. After initiation of the return request you will have up to 30 days to complete the return or your refund will be automatically cancelled.

                International Returns:

                If you are located outside of the US or Canada please contact [email protected] for your return authorization number. Please note that all international customers are responsible for shipping charges including duties and taxes. When returning items back to TKEES, we recommend adding insurance with tracking to ensure your package arrives at our facility.

                Warranty/Defects:

                If you believe you have received a defective TKEES item, kindly contact us at [email protected]. Please include in your email:
                • The date you purchased the item
                • Your order number
                • A picture of the defect
                • The 5-digit batch code printed on the inside of your straps
                    TKEES footwear is covered against manufacturing defects for 1 YEAR from the date of purchase. TKEES reserves the right to determine between a defective product and normal wear-and-tear.

                    TKEES clothing is covered against manufacturing defects from 2 WEEKS from the date of purchase. Please note our clothing is garment dyed and enzyme washed. Due to this process, there may be slight variations in color.

                    Care Tips:

                    Once you have a pair of TKEES, you definitely want to take good care of it to maintain the high quality. To do so, we suggest using a specially formulated leather cleaner and conditioner. As TKEES are made from fine leather from Brazil, please keep them away from water as well as avoiding oil or lotion on the bottom of your feet.

                    How-to: Iron on TKEES Patches

                    What you’ll need: 
                    1. Ironing board
                    2. Plain piece of paper
                    3. Your patch 
                    4. Iron

                    Step 1 - Lay your garment out smooth (make sure there are no wrinkles) and place your patch down on the desired area

                    Step 2 - Use the sheet of paper as a barrier between the iron and the patch 

                    Step 3 - Preheat your iron. Use the cotton setting for cotton blends. 

                    Step 4 - Place the iron down over the sheet of paper. Keep the iron moving over the patch to prevent overheating.

                    Step 5 - Apply the heat for about 45 to 60 seconds.

                    Step 6 - Once the time is up, remove the heat and then remove the piece of paper. 

                    Step 7 - Let the patch and the garment cool before handling

                    Step 8 - If the edges are not fully bound, apply the heat for a few more seconds with focus on the edges. 

                    Step 9 - We always suggest adding a small stitch with a needle and thread in a few spots around the patch if possible to add a bit more security.


                    *Note: do not wash or dry the garment with the patches using any extreme heat. Hot water or extremely hot dryers can soften the adhesive causing the patch to come off the garment. 


                    We suggest that patches only be used on 100% cotton items. This includes our entire CORE clothing collection. It does not include our Sleek Fleece and Cashmere collection. Please note all items are final sale.