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Find answers to your questions.

Shipping & delivery

What is your shipping and delivery policy?

Handmade for your order

Most pairs are handmade after you order. US warehouse stock can ship sooner when your chosen style and size are available.

We keep selected styles and sizes in our US warehouse. When the pair you order is in stock there, it can be prepared for dispatch from existing stock. Otherwise, we generally make your shoes by hand before shipping them. A product being available to order does not necessarily mean it is ready to ship.

Standard shipping & free delivery

Free standard shipping on eligible orders of US$80 or more to supported destinations.

For the standard shipping zones shown at checkout, orders below US$80 have a standard delivery charge of US$10. Orders of US$80 or more qualify for free standard shipping. These amounts are in US dollars; the final eligibility, amount and currency are confirmed at checkout for your delivery address and order. Free standard shipping does not include paid delivery upgrades.

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Destination	Standard shipping estimate
United States	5–20 business days in transit
Other supported destinations	10–20 business days in transit

These are estimated shipping times after dispatch, not a guarantee of delivery from the date you place your order. Handmade production and order preparation take additional time. Available shipping services and their final prices are shown at checkout.

US warehouse stock or made to order?

\nAvailable in our US warehouse: your chosen style and size can be prepared from stock, without waiting for a new pair to be made.
\nNot available in our US warehouse: your pair is generally handmade for your order, then prepared and shipped once production is complete.

Production time depends on the style, size and current workload. Please contact us before ordering if you need to confirm US warehouse availability or the expected production time for a particular pair.

Planning for an event

If you are shopping for a wedding, prom, party or another date-specific occasion, allow time for both production and shipping. Contact us with the product, size, delivery destination and date you need your shoes before placing your order. Choosing faster shipping, when available, does not remove the time needed to handmake a pair.

Tracking & delivery

Tracking details are provided when your order is dispatched. Business days exclude weekends and public holidays. Carrier delays, customs checks, busy periods and other circumstances can affect delivery estimates.

Enter a complete delivery address, including your recipient name and any apartment or unit number. Check address restrictions for the delivery method you select; DHL does not deliver to PO boxes. International duties and taxes, where applicable, are confirmed under the terms shown at checkout.

Questions about your order?

For stock checks, production estimates or delivery questions, email service@aachcol.com or visit our contact page. For an existing order, include your order number.

How much does shipping cost? Is free shipping available?

Enter your delivery address at checkout to see the available shipping rates and offers.

Read the shipping policy

Checkout & payment

Which payment methods can I use?

The payment methods available for your order are shown at checkout. Select an offered method and review the order total, shipping address and delivery option before completing payment.

How do I apply a discount code?

Enter your code in the discount-code field at checkout and apply it before paying. Confirm that the updated total reflects the offer. If the code is not accepted, check its expiry date, eligible items and any minimum-spend requirements.

Why is my discount code not working?

Check for typing errors and review the offer’s conditions. Some offers may apply only to selected items or qualifying orders. If you still need help, contact us with the code and the items in your cart. Do not complete payment assuming a discount will be added later.

What should I do if my payment does not go through?

Check your billing details and any verification request from your payment provider. Before trying again, check whether an order confirmation or charge already exists. If you are unsure whether an order was placed, contact us with the checkout email and any order reference. Never send your full card number or security code.

Order support

How do I track my order?

Check your shipping notifications for a tracking link or tracking number, if one has been issued. If you cannot find shipment information, contact us with your order number and the email used at checkout so we can help check the order.

Can I change or cancel my order?

Contact us as soon as possible with your order number and the change you would like to make. We will check the order’s status, but changes and cancellations cannot be guaranteed once it has been processed. If the order is already on its way, you may need to receive it and follow the normal return procedure.

Contact customer care

I entered the wrong shipping address. What should I do?

Contact us immediately with your order number and the correct address. We will check whether a change is still possible; it is not guaranteed once the order has been processed or shipped. Our policy requires accurate shipping information, so check all details carefully before placing an order.

My tracking is delayed, or delivery says complete but I cannot find my parcel.

Review the carrier’s latest tracking information, confirm the delivery address, and check with household members, neighbours or building reception. Contact us with your order number, tracking number and a description of the issue if you still need help. We will assist with the carrier enquiry; delivery issues are handled under the published shipping and refund policies.

Returns & refunds

What is your return window?

Our published return policy allows returns within 30 days of receipt. Items must be unworn and unused, in their original condition and original packaging. Returns showing signs of use, including dirty soles, may be refused. Request approval before sending anything back.

Read the full refund policy

How do I request a return?

Email service@aachcol.com to request a return. Include your order number, the items you want to return and the reason. Wait for approval and return instructions before shipping. Once approved, place your order number on a piece of paper inside the parcel.

Email the returns team

Who pays return shipping?

Customers normally pay return shipping; free returns are not currently offered under the published policy. For a confirmed manufacturer defect or an incorrectly supplied item, the policy provides reimbursement of return shipping. Contact the returns team before posting the parcel to confirm the next steps.

My item arrived damaged, defective or incorrect. What should I do?

Contact us with your order number, a description of the issue and clear photographs of the item, the problem and any relevant packaging. We may request photos to verify a defect or an incorrect item. Keep the original packaging and wait for instructions before returning it.

Contact customer care

Can I exchange an item for another size or style?

Request an exchange by emailing service@aachcol.com with your order number, the items involved and your reason. Wait for approval and instructions. After approval, include your order number inside the parcel, keep your proof of postage and email the return tracking number to the team. Contact us to confirm the replacement you need.

When and how will I receive my refund?

The published policy states that refunds are processed within 3 working days of receiving the return parcel, subject to inspection and return eligibility. Refunds go back to the original payment method. If you need an update, contact the returns team with your order number and return tracking details.

How do I track a return? Can I return multiple orders together?

Use a tracked return service and retain the postage receipt and tracking number. The policy allows multiple orders in one parcel, provided each order has its own paperwork and the items are clearly separated. The policy advises allowing up to 14 days from posting for return processing updates; contact the returns team if you need help.

Sizing & product details

Are Aachcol shoes handmade?

Yes. Every pair of Aachcol shoes is made entirely by hand by skilled artisans, with care and attention to every detail.

How do I choose the right shoe size?

All Aachcol styles follow the same sizing standard. Use our US or EU size chart to check the listed lengths in centimetres. If you need advice, contact us with the product name, your usual shoe size and any fit concerns before ordering.

View the size chart

Where can I find the heel height, materials and other details?

Check the description and specifications on the individual product page. Details vary by style, so do not assume that two similar-looking products have the same materials or heel height. Contact us with the product name if a detail you need is missing.

What if my size or colour is unavailable?

The product page shows the variants currently available to purchase. If the option you want is unavailable, contact us with the style, size and colour to ask about availability. A restock date is not guaranteed unless the team confirms it.

Contact & shopping channels

How can I contact Aachcol?

Email service@aachcol.com or call +852 5161 1356. Include your order number for order enquiries, or the product name for sizing and product questions. Customer service hours are Monday to Saturday, 9am – 11pm, and Sunday, 11am – 5pm.

Email customer care

View contact details

I bought Aachcol shoes on Amazon or another retailer. Who should I contact?

For an order placed through another retailer or marketplace, use that retailer’s order-support and return process first. Include the purchasing channel when contacting Aachcol so we can direct your enquiry appropriately. For orders placed on aachcol.com, contact our customer-care team with your website order number.

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Handmade for your order

Most pairs are handmade after you order. US warehouse stock can ship sooner when your chosen style and size are available.

Standard shipping & free delivery

Free standard shipping on eligible orders of US$80 or more to supported destinations.

\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n

Destination	Standard shipping estimate
United States	5–20 business days in transit
Other supported destinations	10–20 business days in transit

US warehouse stock or made to order?

\nAvailable in our US warehouse: your chosen style and size can be prepared from stock, without waiting for a new pair to be made.
\nNot available in our US warehouse: your pair is generally handmade for your order, then prepared and shipped once production is complete.

Planning for an event

Tracking & delivery

Questions about your order?

For stock checks, production estimates or delivery questions, email service@aachcol.com or visit our contact page. For an existing order, include your order number.

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@castamere.com. Please note that returns will need to be sent to the following address: No. 128 Daoxiang Road, Pidu District, Chengdu, Sichuan, China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at service@castamere.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at service@castamere.com.

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Frequently asked questions

Shipping & delivery

What is your shipping and delivery policy?

How much does shipping cost? Is free shipping available?

Checkout & payment

Which payment methods can I use?

How do I apply a discount code?

Why is my discount code not working?

What should I do if my payment does not go through?

Order support

How do I track my order?

Can I change or cancel my order?

I entered the wrong shipping address. What should I do?

My tracking is delayed, or delivery says complete but I cannot find my parcel.

Returns & refunds

What is your return window?

How do I request a return?

Who pays return shipping?

My item arrived damaged, defective or incorrect. What should I do?

Can I exchange an item for another size or style?

When and how will I receive my refund?

How do I track a return? Can I return multiple orders together?

Sizing & product details

Are Aachcol shoes handmade?

How do I choose the right shoe size?

Where can I find the heel height, materials and other details?

What if my size or colour is unavailable?

Contact & shopping channels

How can I contact Aachcol?

I bought Aachcol shoes on Amazon or another retailer. Who should I contact?