We have compiled a list of frequently asked questions from our customers.
If your issue is not resolved here, please contact us by email or phone.

About POLPETTA products

What manufacturing method is used to make it?

Product manufacturing methods are listed on each product's details page. We will also share information on topics such as blogs.

I would like to know which size fits my feet?

Regarding sizes, please see " About sizes " under CONTENTS in the main menu.

Can I see the products?

You can view it at our showroom. Bespoke products can be viewed at select shops. However, the products available differ depending on the store.

About your order

Can you make custom-made shoes?

We accept pattern orders. For more information, please see " About personal orders " under CONTENTS in the main menu.

How long does it take to deliver shoes made to my personal order?

We close orders on the 20th of every month, and it takes a minimum of 25 days and a maximum of 60 days in the middle of the following month (subject to change due to transportation problems, holidays, etc.). Orders received after the 20th will be processed for the following month. For more information, please see " About personal orders " under CONTENS in the main menu.

I don't have the shoe size I want?

Depending on the product, we may accept pre-orders even if the size of the product is not available. This applies to products for which a "pre-order" cart is displayed when you select the size. The delivery time is the same as for personal orders. For more information, please see " About personal orders " under CONTENTS in the main menu .

Can I cancel the product I ordered?

Only available before shipping. We cannot accept returns or cancellations for personal orders, reserved items, and pre-order items. If the product is defective, we will replace it with an unused product only if it is an unused product. (Shipping fee will be borne by us). In the unlikely event that the item to be exchanged is sold out, we will refund the deposit amount.

Can you do wrapping?

We are currently preparing to respond to your requests. Please wait a moment now.

Does the product price include tax?

All prices displayed in our store include tax.

About delivery

When will I receive the product after placing my order?

If the item is in stock, it will normally be shipped within 7 business days. It may take 2-3 days for the product to arrive.

How much is the shipping cost?

The price is ¥660 (tax included) nationwide. Free shipping for purchases over ¥10,000 including tax.

I haven't received my product.

Delivery may be delayed due to traffic conditions and weather. We will include the inquiry number regarding your package at the time of shipping. Please contact the shipping company.

About payment

What payment methods do you accept?

Credit card payment, cash on delivery (cash payment only), Amazon Pay, Apple Pay, Google Pay, Shopify Pay are available.

How much is the cash on delivery fee?

The price will be ¥330.

Can I pay by card for cash on delivery?

very sorry. Cash only.