We want you to be happy with your pair. Because every pair of Permillar sneakers is made by hand to order, please read the timings below carefully before you buy.
Cancellations and Changes
If you need to cancel your order or change your size, email us at permillar.us@gmail.com within 24 hours of placing it. After that, work on your pair has usually already started and the order can no longer be cancelled or changed.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, contact us at permillar.us@gmail.com with your name and order number. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Sizing and Exchanges
The quickest way to get the size you want is to return the pair you have, and once the return is accepted, place a separate order for the correct size. Please check the size guide before ordering, as every replacement pair is made from scratch.
Damages and Issues
Please inspect your order on arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Handmade Variation
Every pair is cut and assembled by hand from wax print fabric, so the pattern placement, print position and colour balance vary slightly from pair to pair and from the photographs on the site. That variation is part of how the shoes are made and is not treated as a fault.
Non-Returnable Items
Pairs made to a custom or personalised request outside our standard colourways are final sale and cannot be returned. Gift cards cannot be returned. We also cannot accept returns on pairs that have been worn outside, altered, painted or washed.
Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be refunded automatically on your original payment method. Please remember that it can take some time for your bank or credit card company to process and post the refund.
Questions
You can always contact us with any return question at permillar.us@gmail.com.
