Shipping Policy
Before your order ships, we complete a series of quality checks to ensure your shoes meet our standards. This processing period is separate from delivery time:
- Standard Processing: All orders (excluding weekends and public holidays) are processed within 1–2 business days of payment confirmation. For example, an order placed on Monday will be processed by Wednesday, while an order placed on Friday will be processed by the following Tuesday.
- Processing Exceptions: During peak seasons (e.g., Black Friday, Christmas) or for high-demand styles, processing may take up to 3 business days. We will notify you via email if your order is subject to delays.
We partner with trusted carriers (DHL, UPS, and Royal Mail) to offer tailored shipping options for different regions. All delivery times below are estimates, starting from the date your order ships (not the order placement date).
- Standard Shipping:
- Delivery Time: 3–5 business days (covers all EU member states, including Germany, France, Italy, Spain, and the Netherlands).
- Shipping Cost: Free for orders over €70; €5.99 for orders under €70.
- Express Shipping:
- Delivery Time: 1–2 business days (available for major EU cities; remote areas may take 3 days).
- Shipping Cost: €12.99 (no minimum order value).
- Contiguous U.S. (48 States):
- Standard Shipping: 4–6 business days; Free for orders over $80; $6.99 for orders under $80.
- Express Shipping: 2–3 business days; $14.99 (no minimum order value).
- Alaska, Hawaii, & Puerto Rico:
- Standard Shipping: 6–8 business days; Free for orders over $100; $9.99 for orders under $100.
- Express Shipping: Not available (remote logistics limitations).
- Standard Shipping:
- Delivery Time: 5–7 business days (major cities like Toronto, Vancouver; rural areas add 1–2 days).
- Shipping Cost: Free for orders over CAD 90; CAD 7.99 for orders under CAD 90.
- Express Shipping:
- Delivery Time: 3–4 business days; CAD 15.99 (no minimum order value).
- Standard Shipping:
- Delivery Time: 7–10 business days (varies by country; Australia: 7–9 days; UK: 5–7 days).
- Shipping Cost: Free for orders over $100 (USD equivalent); $9.99 for orders under $100.
- Express Shipping: Available only for Australia and the UK; 4–5 business days; $18.99.
We provide full visibility into your order’s journey to ensure you stay informed:
- Tracking Number: Once your order ships, we will send an email with a unique tracking number and a link to the carrier’s website. You can also view tracking details by logging into your TRADE VOYAGE account and navigating to “Order History.”
- Delivery Alerts: Most carriers offer optional SMS/email alerts (e.g., “Out for Delivery,” “Attempted Delivery”)—you can sign up for these directly through the carrier’s tracking page.
While we aim for on-time delivery, unforeseen circumstances may cause delays. Here’s how we address common issues:
- Customs Delays (International Orders): For non-EU/non-U.S. orders, customs clearance may add 1–3 business days. You are responsible for any import duties or taxes imposed by your country (we will include a commercial invoice with your package to facilitate clearance).
- Missed Deliveries: If the carrier attempts delivery but you are unavailable, they will leave a notice with instructions to reschedule delivery or pick up the package from a local facility. Packages unclaimed after 7–10 days (varies by carrier) will be returned to us—we will notify you to arrange re-shipping (at your cost) or a refund.
- Lost Packages: If tracking shows your package is “Delivered” but you have not received it, contact our support team within 3 business days of the delivery date. We will investigate with the carrier and, if the package is confirmed lost, issue a full refund or send a replacement (free of charge) within 2 business days.
- Prohibited Regions: We do not ship to PO boxes, APO/FPO addresses, or countries with trade restrictions (e.g., sanctioned regions).
- Order Limits: For international orders, the maximum number of shoes per order is 5 pairs (to avoid customs complications). Orders exceeding this limit will be split into multiple shipments (you will only be charged once for shipping).
