Skip to content

Frequently Asked Questions

Returns & Exchanges

  • What is the return/exchange policy?

    We proudly offer free 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.

  • How do I make a return/ Exchange?

    Please see our step by step guide here:

  • Is my item considered Exchange Only?

    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.


  • Do Pontos run true to size?

    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.

  • Do they Stretch?

    They sure do (a little bit)! Our recycled leather is REAL leather, so it stretches and breaks in like real leather.

  • Are the insoles removable?

    Yep! The insoles are fully removable so you can pop your own inserts in there if you would like.

  • How do you wash the shoes? The insoles?

    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.
  • Are your shoes zero drop?

    Our shoes are not zero drop - there is about 10mm of lift between the heel and the toe.

Payments & Refunds

  • When can I expect my refund?

    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.

  • Does Ponto offer discount codes or coupons?

    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!

  • How do I send a gift card?

    When you purchase a gift card at, 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

  • Is there expedited shipping?

    Yes! Be sure to select expedited shipping at checkout before you submit your order. Additional charges may apply.

  • How can I track my order?

    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 with your order number and we can assist you further.

  • How can I change or cancel my order?

    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 with your order number and request to change or cancel, and we will do our best to help you out if possible.

  • What carrier do you use?

    We typically ground ship with USPS. However, we sometimes use other carriers like UPS depending on demand and reliability.

International Orders

  • Do you ship internationally?

    We ship to many places around the world including the EU, Australia, Canada, Mexico, and more. However, please send us an email at if you are ordering outside the US, so that we may best coordinate getting your order to you.

  • How do I return/exchange my international order?

    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 for further instruction.

  • Do international orders have free returns?

    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.


  • What is sustainable about the product?

    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

  • Where are your shoes made?

    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

  • What happens to shoes that are returned?

    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.

Shopping Cart