FAQ

Production & Manufacturing
HOW LONG WILL MY ORDER TAKE TO BE PRODUCED?

The usual production time is about 3-6 weeks. Remember that you are purchasing a made-to-order pair of shoes, that is, your pair is not produced in advance, every part of it will be hand-crafted, exclusively for you, after submitting your order. From start (leather hand cutting) to finish (sole stitching).

Also, bear in mind that some customizations and artisan methods (i.e Patina Finishing) are more time consuming than others. If you customize your order with them, we might exceed the standard manufacturing time.

WHAT HAPPENS IF MY ORDER IS DELAYED?

We will do our best to fulfill the above production time for all the orders, however, as a hand-made production process, our production line is subject to issues which are out of our control. Issues like stains or broken pairs while moulding the shoes, forces us to start the manufacturing process from the beginning.

In those cases, we promise to keep you informed, and try to finish the manufacturing as soon as possible.

On the unlikely event of not being able to produce your pair again from the beginning in a reasonable amount of time (i.e. Out of stock of a certain material) we will contact you immediately and offer an exchange or a full refund

CAN I MAKE CHANGES TO MY ORDER?

Since this a made-to-order service, we do not allow to cancel or modify an order which has been placed and paid on our systems, since it will be automatically sent to production right away after the payment.

If you spot any error after submitting an order, please, send an email to our support team as soon as possible, to review your case individually

CAN I CANCEL MY ORDER?

Bear in mind that right after you submit the payment, your order is automatically launched to production on the factory. Raw leather is hand-cut during the first 48 hours, and sole unit also starts to be manufactured. Production process continues until the pair is finished after 3-5 weeks.

If you would like to withdraw your order right after it has been placed, please, contact us immediately, and we will try to stop the production without incurring in any costs.

However, if you want to cancel an order that has already started production, you can still do it, however, bear in mind that there is a cancellation fee of 50-100 EUR, to account for used materials and labour work.

You will receive a full refund of the original paid amount, excluding the cancellation fee, including the shipping costs.

Sale items or purchases made with promotion / voucher codes will be refunded with in-store credit only.

ARE COLORS SHOWN ON YOUR PLATFORM RELIABLE?

Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cannot guarantee a perfect match every time due to almost limitless variations in home monitor set ups.

Also, we work with natural materials (leather hides), each leather hide can vary and accept antiques creams/dyes differently, a slight colour variation may accrue, this is out of our control, we do our best to keep this as consistent as possible.

Shipping & Delivery
DO YOU DELIVER TO MY COUNTER

We ship worldwide using DHL Express Worldwide service. Please, refer to the checkout form for a full-list of available countries

HOW LONG FOR MY DELIVERY TO ARRIVE

Once the order is finished we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our factories in Spain.

Transit time depends on your country and postal code. The majority of the orders are delivered in about 3-4 days.

WHAT ARE THE ASSOCIATED SHIPPING COSTS

The associated shipping cost of an order are calculated and shown during thecheckout, and are based on the volume of the items on the cart and your shipping destination. DHL rates are obtained in real time via API.

You will be advised of the total shipping costs on the checkout page, after entering your shipping information.

CAN I TRACK THE STATUS OF MY ORDER

Yes, you can track your order from My Account, alternatively, we will send you an email with the UPS tracking number of the parcel. You can check shipping status on DHL.com

DO I HAVE TO PAY FOR CUSTOMS DUTIES OR IMPORT TAXES?

Yes, you are responsible for any custom duties and import taxes required but the customs agency of your country. Each country has different regulations regarding taxes and duties.

Payments & Invoices
WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept payments from PayPal and debit/credit cards (visa, mastercard, amex, maestro)

WHY IS MY CREDIT CARD BEING REJECTED?

There are many reasons for a transaction to fail, please check the info below and try again:

  • Wrong card data: please try again, and make sure you enter exactly the same information printed on the card
  • Credit/debit limit: some cards have a daily/monthly transaction limit (for ex. 600 EURO), for security reasons: please, contact your bank or try with another card
  • 3DSecure verification fail: Card is not enrolled on 3DSecure or you can’t get trough your bank verification process: please, contact your bank or try with another card
WHAT IS 3DSECURE AND HOW IT WORKS?

Our website uses a secure payment gateway, which includes a 2nd step of verification called 3DSecure. The addition of 3DSecure protection allows for extra security on all transactions through our website.

After entering your credit card information and click on the payment button, you will be redirected to a 2nd verification page, which is entirely handled by your bank.

Depending on the bank, the 3DSecure verification process varies. The usual procedure involves texting a secure code to the authorized mobile phone, or using a special verification pin code, only known by the rightful owner.

This process is entirely handled by your bank, not us. If the 3DSecure validation is not successful, the transaction will fail.

ARE MY CARD DETAILS SAFE ON YOUR SITE?

We use STRIPE® & PayPal as a payment processor. Your credit card data is safely transmitted to our processor gateway using an encrypted SSL connection, that means, your financial information is directly submitted from your browser to sagepay’s secure server without us (Zerka) having access to your card data.

Stripe is one of the most valued payment processors worldwide. Their servers are full PCI compliant and are managed by industry-leaders security experts.

WHY AM I BEING CHARGED FOR VAT?

Our company follows the European and Spanish policies about taxes

All European buyers are subject to 21% vat on all their purchases. Customers outside the European Economic Community (i.e United States) are not subject to any vat or taxes.

HOW DO I DOWNLOAD MY INVOICE?

You will receive an email with our Commercial Invoice shortly after placing a new order.

Also, if you created a personal account on shopzerka.com before or during the purchase, you can access to My Account, all invoices are stored there for your convenience.

If you are unable to locate your invoice, please, contact us at info@shopzerka.com

Returns & Refunds
DO YOU ACCEPT SIZE EXCHANGE OF MTO ORDERS?

Yes, we guarantee the fitting of our shoes. If you receive an item and it does not fit you properly, you can send it back and we will amend or remanufacture a replacement for you. Returned products for size exchange must comply with our returning conditions; be returned in new condition (no visible wear on the upper or sole of the shoe; no visible creases or stretch marks on belts), and with the original packaging.

The following items are excluded, and therefore can not be returned or exchanged under any circumstances:

  • Orders that use any kind of exotic leather
  • Orders that are engraved / embroidered with initials or any other type of special customization

Refer to the Return Policy section of this site for full information on our return policy.

DO YOU ACCEPT RETURN OF MTO ORDERS?

All our custom shoes are handcrafted entirely made to order under your request, strictly following your design instructions. Understandably, return or exchange of MTO items is not permitted.

However, if you received an order that does not match your design instructions or it is found to be damaged / defective on origin, you are entitled to return the merchandise and have it amended or remanufactured free of cost.

DO I HAVE TO PAY FOR RETURNING SHIPPING COSTS?

Yes, you will be responsible for paying for your own shipping costs for returning your item, unless otherwise stated.

If you are shipping back an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

I RECEIVED A FAULTY OR INCORECT ITEM?

If you receive a product that is faulty in any way or that does not match your design instructions, you will need to notify us within 7 working days of receiving the goods.

Depending on the issue, you might be asked to ship back the item, so we can inspect the product at our factory. If we perceive to be a genuine fault/flaw, we will amend the issue or manufacture a replacement, and ship the item back to you at no cost.

If you do not report to us within the next 7 days of receiving your item, we will assume that you accept the goods.