How should I care for my AMANU sandals?
With normal wear over time, AMANU straps can loosen as they form to your foot. So… our door is open and we invite you to come step into our West Hollywood studio to tighten your straps or tweak anything you need. Should you not be able to come visit us, please feel free to reach out to our customer support team for more information at firstname.lastname@example.org.
Here are some additional tips to help care for your sandals:
For straps: we want these to last as long as possible so we recommend you keep them away from water! Store your sandals by sliding one within the other with the straps facing up (please don’t squash them down) or stuff them with recycled paper to help them keep their shape.
For soles: all AMANU sandals have smooth soles that will wear down over time. If the soles become very worn down you can replace them or have rubber soles added for traction at your local shoe repair to help them last longer. The inner sole will become dirty or discolored over time from extensive wear.
What is your exchange and return policy?
All custom sandals purchased in-store or online are final sale. We have a strict no refund policy for custom sandals as these were made exclusively for your feet. If you ordered online, please know your sandals have been handmade with love by our trained Makers. Should they not delight you, all unworn pre-designed shoes can be returned or exchanged within 28 days of shipment.
Returns will only be accepted if the shoes have not been worn. They must be returned with the duster included. Please try sandals on a covered surface, as returns of sandals with worn or scuffed soles will not be accepted.
To initiate your exchange or return:
1. Within 28 days of your order shipment, please email email@example.com
2. Please note that items must be shipped back within 5 days of your return being authorized by AMANU customer service via email. If we send you a pre-paid return label the amount of $9.95 will be deducted from your refund. If customers initiate a fit adjustment 28 days after the original purchase, they are responsible for covering the cost of the shipping for the fit adjustment.
3. For an exchange, we are happy to switch your color or size to another pre-selected style. Please reach out to firstname.lastname@example.org for next steps. You will be responsible for the return, but we will re-ship to you.
4. Upon acceptance of the returned merchandise, we will process your refund within approximately 3-5 business days. Please note that it may take another couple days before the refund is credited back to your account.
We reserve the right to reject any return that does not comply with the conditions stated above.
If you have any questions or concerns regarding the return process, please contact customer service at email@example.com.
What shipping options do you have?
We offer free shipping for all U.S. orders. We also offer the option for expedited shipping for an additional fee at checkout.
What countries do you ship to?
We currently only ship within the U.S.
How fast will my order proceed?
As you know, we value process and each piece is handcrafted based upon your customizations. We process all orders before 10AM (excluding weekends) 3-7 days (or less!) after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or the following holidays: New Year’s Eve, New Year’s Day, Martin Luther King, Jr. Day, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve, and Christmas. Orders placed on these days will be processed the following business day.
Can I cancel or modify my order?
Given the nature of each shoe and the highly customized process, if you have any modification requests or need to cancel, please contact us within 5 hours of placing your order. We cannot guarantee that we will be able to cancel or modify, but we will try our absolute best to accommodate your request!
I received my order and it was damaged
We understand how disappointing this can be and are happy to help resolve. Please email pictures, a brief description of the damage, the order number and your shipping information to firstname.lastname@example.org. We will follow-up with next steps as soon as possible. AMANU will determine the best resolution. Please note that AMANU is not responsible for normal wear and tear, such as water marks, staining or dye fading.
My order is a gift, how do I include a gift message?
As a default, we do not include any pricing in our packages. If you would like to include a sweet message, you can do so in the shopping cart, prior to the billing and shipping page.
How is my credit card information stored?
We do not store any of your credit card information on our website or servers. We use one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions. Your credit card information is saved by replacing it with an algorithmically generated number called a token.
How is my gift card delivered?
You will receive an email with a gift card code within 24 hours of purchase. If you selected for the gift card to go to a different recipient, they will receive the email. AMANU is not responsible for gift cards delivered to incorrect email addresses.
Can I use my gift card in store?
Yes! Your AMANU Gift Card can be used for either in store or online purchases. Please let the person you are gifting know that it is suggested they book an appointment at our West Hollywood location to guarantee they are given the absolute best AMANU experience.
My tracking number says my order is delivered, but I cannot find it.
If your package has not arrived on the desired delivery date, please contact USPS to open a case. Once you have a case number, please contact us at email@example.com with the relevant information. We will follow-up with you within 2-3 business days with updates and next steps. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate. AMANU is not responsible for lost packages reported more than 3 weeks past the delivery date.