Frequently Asked Questions
Returns & Exchanges
We proudly offer free returns and exchanges, no questions asked. As long as they’re undamaged and in "like new" condition, we encourage you to find the right fit. If you wish to return or exchange your pair of Pontos for any reason, you have 30 days after delivery to initiate a return/exchange. Sale items are ineligible for return and may only be exchanged for items of equal or lesser value. Learn more about our returns/exchange policy here.
Please see our step by step guide here: https://pontofootwear.com/returns
If you purchased an item at a marked down or sale price, your item is not eligible for a return or refund. You can still exchange for a new item or receive a store credit if your item doesn't work for you. If you want to find out what items are exchange only, check the listed price point - if the original price is crossed out with sale price displayed next to it, your item falls into this category. You will also see "exchange only" mentioned in the product description.
We designed our shoes to fit true-to-size without socks. If your size varies between brands, you have wider feet, or if you want to wear socks, we recommend ordering up a ½ size from your most normal athletic shoe size.
They sure do (a little bit)! Our recycled leather is REAL leather, so it stretches and breaks in like real leather.
Yep! The insoles are fully removable so you can pop your own inserts in there if you would like.
The recycled leather is certified water repellent and highly durable
- For small spots and dirt, clean with water and rub with a rag/sponge
- In the case they get wet, it’s still best to dry with a cloth
- In the case you feel the need to condition the leather at some point, we recommend using Leather Honey.
- The insoles are removable and can be washed with soap and water.
Our shoes are not zero drop - there is about 10mm of lift between the heel and the toe.
Payments & Refunds
Once a return is received at the warehouse please allow 5-7 business days for us to process your return and submit your refund. Once refunds are submitted there is typically a 3-5 business day window for the funds to reflect back on your original form of payment.
We do! Be sure to sign up for our email and text subscription to be the first to receive discount codes and information on promotional offers. You can do so in the bottom right corner of this webpage!
When you purchase a gift card at Pontofootwear.com, you will be emailed a virtual gift card with a unique code to use at checkout to redeem. If you would like it sent to someone else, you can forward the email to them directly, or use their email address at checkout to have it sent to them and skip the forwarding process.
Orders & Tracking
Yes! Be sure to select expedited shipping at checkout before you submit your order. Additional charges may apply.
You’ll receive an email with tracking information as soon as your order ships out. You can also reach out to us any time at firstname.lastname@example.org with your order number and we can assist you further.
Our warehouse works quickly to get orders out as soon as possible. If your order hasn’t shipped yet, we can make adjustments before they get sent out to you. Unfortunately, if your order has already shipped we are unable to make any changes or cancellations to your order. Please shoot us an email at email@example.com with your order number and request to change or cancel, and we will do our best to help you out if possible.
We typically ground ship with USPS. However, we sometimes use other carriers like UPS depending on demand and reliability.
We ship to many places around the world including the EU, Australia, Canada, Mexico, and more. However, please send us an email at firstname.lastname@example.org if you are ordering outside the US, so that we may best coordinate getting your order to you.
We are unfortunately unable to provide return shipping labels for international orders. If you wish to return or exchange your order internationally, you will be responsible for paying the shipping cost and getting the shoes back to us. If this is something you wish to do, send us an email at email@example.com for further instruction.
International orders are ineligible for free returns or exchanges at this time. If you wish to return or exchange your order internationally, you will be responsible for the return shipping cost.
We work incredibly hard to make sure that every aspect of our products are not only high quality, but of the highest level of sustainability that we can craft. Whether it's the leather scraps we repurpose, or the organic fibers we utilize to combat synthetic plastic weaves, or just the simplicity of offsetting our carbon footprint at every stage of operation, Ponto wants to ensure the planet for future generations. If you have specific questions about a product, please email us at firstname.lastname@example.org.
Our shoes are currently made in Dongguan, China. Our sustainable sourcing partner and the factory we use are quite reputable. The factory has high standards in terms of labor and how they treat their employees as well as quality. We plan to eventually bring all production here to the US. If you’d like more information, please contact us at email@example.com
We want to keep our shoes out of landfills so we’ve included measures to ensure circularity. Any shoes that are new and unused are returned to our inventory to be resold. If the returns are not in brand new, sellable condition, they are donated to Soles 4 Souls or added to our Resale Shop to be sold at a lower price.