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Frequently Asked Questions

Production and Manufacturing

How long will my order take to be produced?

For Made-to-Order shoes, the usual production time is about 3-6 weeks. Remember that if 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).

Your order will be automatically launched to production after your purchase. Remember that Made-to-Order items can not be cancelled or modified
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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.

For Ready-to-Wear shoes, the usual production time is 6-8 days to fulfill once your order is received. During this time we will give the final touches to your shoes so that they are impeccable when you receive them. This includes hand painted finishing, brushing and (if requested) hand polishing. 
 

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.

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.

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.

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.

Shipping and Delivery

Do you deliver to my country?

We ship worldwide using UPS 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.

.We deliver worldwide with DHL Express. The usual delivery time is 3-5 business days, after the product has been manufactured. 
Transit time depends on your country and postal code. 

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. UPS 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, we will send you an email with the UPS tracking number of the parcel. You can check shipping status on UPS.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 and 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 for payment?

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® 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 (Animas Code) 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 animascode.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 seppe@brazos.be

Returns and 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. Please, do not ship back any item without requesting the appropriate RMA authorization code in the first place. Delivery of unauthorized merchandise will be rejected.

Do you accept returns 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.

Refer to the Return Policy section of this site for more information and procedures.

Do I have to pay for the 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 incorrect 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.

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