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Frequently Asked Questions

PRODUCT

+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.

+ARE YOUR PRODUCTS UNISEX?

Our styles are mostly unisex. The Olympic is the only style that is slightly different, with the sole being a little thinner in the women's version.

+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.


SIZING

+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.

+HOW LONG DOES IT TAKE TO GET MY ORDER? WHAT ARE THE SHIPPING COSTS?

European Union:
Free Ground Shipping over 125,00€ - DHL (6-8 business days)
Express Shipping - 10€- DHL (1-2 business days)

United States:
Free Standard Shipping over 125,00€ - DHL (6-8 business days)
Express Shipping - 10€- DHL (2-3 business days)

As soon as we ship your order, you will receive an email with a tracking number.

+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. In the USA, for orders exceeding $800,00 USD, import duties may be due, paid to the carrier.

+HOW MUCH IS A RETURN OR EXCHANGE?

Returns and exchanges are free for 30 days, in the EU and US. You just have to send us an email to shoes@jakshoes.com asking for it and we will send you back your free return label. If you could mention the reason why you are returning in your first email it would help us a lot improving our product and also it would make the process quicker.
Conditions apply, please read our shipping policy here.

+TO WHICH COUNTRIES DO YOU SHIP?

We ship to the European Union and the United States. If you are from any other place, please contact us (shoes@jakshoes.com) and we can check if there is any possibility of making an exception.

+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 shoes@jakshoes.com

+HOW DO I RETURN/EXCHANGE MY PRODUCT?

Returns and exchanges are completely free for 30 days, under our shipping policy, please check these and fill the returns form here. We will send you your free return label. If you could mention the reason why you are returning in your first email it would help us a lot improving our product and also it would make the process quicker.

+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 shoes@jakshoes.com right away. Please read our full policy here.

+HOW CAN I CHANGE OR CANCEL MY ORDER?

To exchange or cancel your order please reach us at shoes@jakshoes.com, and we will find the best solution for you.

+DO I HAVE TO PAY ANY SHIPPING FEE FOR RETURNS?

Our exchanges and returns are for free in the European Union and United States. However, an abusive usage of this policy may result in a 10% re-stocking fee, at JAK's discretion.

+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.



Size Guide - Men

EU US UK CM IN
38  6,5  5 25,6
10,1
39 7 6 26,4
10,4
40 7,5 6,5 27
10,6
41 8,5 7,5 27,7
10,9
42 9 8 28,4
11,2
43 10 9 29,1
11,5
44 10,5 9,5 29,8
11,7
45 11,5 10,5 30,4
12
46 12 11 30,9
12,2

Find your size
Place your foot on a piece of paper and draw its outline. Measure the distance from the heel to the longest toe and select the corresponding size. Ie. Foot: 10.7in, Size: 41EU(8.5US).

Cup-sole Models
All cup-sole models (Royal, Atom, Select and Legacy) run slightly large. If you are in-between sizes, please size down.

Runner Models
Runner Models (Olympic) run true to size.f you are in-between sizes, please size up.

Help
If you have any questions, please email us at shoes@jakshoes.com. We are glad to help.

Size Guide - Women

EU US UK CM IN
35 4,5 2,5 23,6
9,3
36 5,5 3,5 24,3
9,6
37 6,5 4 25
9,8
38 7,5 5 25,6
10
39 8,5 6 26,4
10,4
40 9,5 6,5 27
10,6
41 10,5 7,5 27,7
10,9
42 11,5 8 28,4
11,2
43 12 9 29,1
11,5

Find your size
Place your foot on a piece of paper and draw its outline. Measure the distance from the heel to the longest toe and select the corresponding size. Ie. Foot: 9,9in, Size: 38EU(7.5US).

Cup-sole Models
All cup-sole models (Royal, Atom, Select and Legacy) run slightly large. If you are in-between sizes, please size down.

Runner Models
Runner Models (Olympic) run true to size.f you are in-between sizes, please size up.

Help
If you have any questions, please email us at shoes@jakshoes.com. We are glad to help.