FREQUENTLY ASKED QUESTIONS
What type of Materials does JAK use?
Our goal is to produce shoes that last through the years and age with time. Due to its combination of flexibility and durability over time, we mostly use full grain leather,which is the highest quality and most valued part of the hide. Our shoe soles are both glued and stitched to make sure they last longer overtime.
Where are your shoes produced?
We source locally and responsibly in Portugal and follow a strict ethical code. We visit our factories often (at least once a month) to overhaul working conditions and we also make sure our shoe artisans are paid fairly for their exquisite work. The raw materials we use follow the same premises as stated above.
HOW DO I CARE FOR MY SHOES?
It depends on the styles you own, since the care is different for nubuck/suede and natural leather. In the accessories section of our website you can find JAK’s shoe care kits specific for the materials you need.
What size should I pick?
Our shoes fit true to size, so you should always choose the size you normally wear in other major brands. If you are somehow in between sizes (half size) you should size up.
Every shoe kit also comes with two innersoles. One on the shoe itself and an extra and thinner one on the shoe box. You can try both innersoles and see which ones makes the perfect fit for you.
Shipping / Payment
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept all major credit cards, Apple Pay (processed through stripe.com), PayPal, iDeal and Sofort banking.
All our payments are processed in EUR (euros), which is the default currency on our payment gateway. The prices shown in other currencies (USD/GBP) are converted based on the exchange rate defined by your bank or credit card company.
OW LONG DOES IT TAKE TO GET MY ORDER? WHAT ARE THE SHIPPING COSTS?
USA & Canada
Free Shipping over 125€ (DHL 5-7 days)
Express Shipping (DHL - 2/3 business days) - 10€
European Union & UK
Free Shipping over 125€ (DHL 4-6 days)
Express Shipping (DHL - 1/2 business days) - 10€
Rest of Europe
Express Shipping (DHL - 1/2 business days) - 10€
Rest of the World
Express Shipping (DHL - 3/5 business days) - 20€
WILL I BE CHARGED ANY IMPORT DUTIES?
We ship from Portugal, from within the European Union. No import duties will be charged in the EU. For shipments outside the EU, import duties may be due, paid to the carrier, according to the destination country's legislation.
HOW MUCH IS A RETURN OR EXCHANGE?
Exchanges and returns for store credit are free for 30 days, where we cover the shipping costs. If you ordered two sizes and wish to return one, we will also offer the return shipment. For other returns, we will supply the supping label and charge a restocking fee to cover part of the costs. Please check the full conditions here.
TO WHICH COUNTRIES DO YOU SHIP?
We ship worldwide, except from Russia, due to customs and shipping policies. If you are from Russia and want to order from us, please contact us (firstname.lastname@example.org) and we can check if there is any possibility of making an exception or find another solution.
WHY DID MY REFUND SLIGHTLY DIFFER FROM THE ORIGINAL AMOUNT?
Although we display prices to date in several currencies, our checkout is always processed in EUR. If your credit card has a foreign currency (GBP/USD), the amount will be converted by your credit card issuing company to the latest exchange rate. The same applies to the refunded amount. You will always be charged/refunded the same EUR amount, but the exchange rate may vary.
ORDERS / EXCHANGES / RETURNS
I DIDN'T RECEIVE A CONFIRMATION EMAIL FOR MY ORDER. WHAT SHOULD I DO?
First, please verify if you typed your email correctly and also check your spam folder. If it isn't any of these, please contact us at email@example.com
HOW DO I RETURN/EXCHANGE MY PRODUCT?
Please check our full returns and exchanges instructions and policy here.
WHAT IS YOUR CRITERIA FOR A RETURN AND FOR EXCHANGES?
After receiving your order you have 30 days to exchange or return the products. The sneakers must be unworn and new, as you got them. In case you received a product that you believe is faulty, please contact us at firstname.lastname@example.org right away. Please read our full policy here.
HOW CAN I CHANGE OR CANCEL MY ORDER?
If your order has not been shipped yet, you are welcome to email us at email@example.com and we will happily cancel or make amendments to your order.
In the cases where the order has shipped, please refer to the returns process here.
Shipped orders, cannot be canceled. If the order is canceled / not claimed from customs and returned to our warehouse, JAK will be charged for both shipments, warehousing costs and processing fees. Therefore, only a partial refund will be issued, deducting the aforementioned costs.
HOW LONG WILL IT TAKE TO GET A REFUND?
Once your return is received and inspected, and your refund is approved, a credit will automatically be applied to your credit card or original method of payment, within 48 hours. In general all the process shouldn’t take longer than 8 business days.