How do I exchange for a different size or style?
Exchanges are really easy. You can get a return label here. Exchanges are always free. We pay shipping in both directions. We do this because a lot of our customers are hard to fit and we know that sometimes it takes more than one try. We prefer to have your foot measurements before you exchange because it helps us get an idea of foot shape and we can make pretty good predictions about whether our shoes will expand enough to accommodate your feet. Bonus! We don’t even make you wait for the other pair to get back to the warehouse. As soon as you get your return label, we will set up the exchange order so it ships out the next business day. If you need us to mail you a return label, just ask. We’re happy to do it.
What if I just want to return and not exchange?
If you don’t want to exchange, you can still get a return label here. The return shipping is paid by Pandere, but we will deduct $9 per pair from your refund. We do this in part to disincentivize people buying lots of pairs of shoes to try as opposed to going through our sizing process. We feel that our sizing process is a better way to get the right size to you. And if we didn’t get it right the first time, we have a great exchange policy! We’ll send your exchange pair out as soon as you get your return label. You can read full details on our return policy are here.
How long do I have to return?
You must request a return label through our returns page within 30 days of purchase. If you are requesting a return label more than 30 days after the purchase, you can email customer service (email@example.com) and we will make a label for you. Items that are returned back to the warehouse more than 30 days after purchase are subject to a 15% restocking fee OR we will issue a store credit for the full purchase amount with no deductions. If items are shipped back to warehouse more than 61 days after purchase, a 25% restocking fee is deducted. If you choose to exchange or have a store credit issued, full credit is applied and no fees are deducted. Shoes must be unworn and in new re-sellable condition with original box to be eligible for a refund.
What measurements do you need?
You can find measuring instructions right here. It’s just 4 foot measurements (easy!). When you input your measurements, there are also 4 additional questions that will help us get the right size. We will want to know if you have any medical conditions that impact fit so that we know what issues you are dealing with. We ask your gender because we can size you better if we know whether you’re usually wearing men’s or women’s sizes. We like to know your age, because the needs of someone in their 20s is pretty different from someone in their 80s. And we want to know the shoe size you’re wearing currently. The shoe size you’re wearing now can help us identify inaccurate measurements. f you have additional measurements you’ve taken, feel free to add in additional information. We read EVERYTHING you write!
The Sizing form isn’t working for me. What do I do?
You can always email your measurements to us directly. We will email back with follow up questions so that we have all the information that we need. Email us at: firstname.lastname@example.org. The form works for most people. Sometimes security settings can interfere with forms and submitting. If you’re having a problem like this, just email us and we can enter measurements manually.
How should I expect shipping to take?
Our warehouse is in St. Louis, MO which is usually 3-5 days to most of the US. Shoes ship out the following business day after your order is placed. Covid has impacted shipping and delivery times and there are pockets of the US where shipping times are experiencing delays. We recommend that if you want an order to arrive before 12/25 that you place your order before December 10th.
How do I talk to someone on the phone?
We are available 7 days a week by chat. When you are chatting, you’re taking to a live Fit Specialist (actual human!) who is knowledgeable about all of the medical conditions that bring customers to our website. Chat is very efficient for answering questions. With chat we have the ability to direct you to links that resolve your questions quicker than by phone. We do not offer telephone support but we answer emails and chat 7 days a week.
Can I place an order on the phone?
All orders are handled on our website and not by phone. Our Shopify platform provides the most security features for both sides of the transactions. Many companies no longer take credit cards over the phone as it is no longer the best practice. We do not take credit cards over the phone. Fit specialists are not able to take credit cards or process payments. If you have any trouble at all, chat with us or email customer service: email@example.com.
What if my Final Clearance items don’t fit? Can I return them?
Final Clearance items are returnable and can be exchanged for a different size or style. They are also eligible for store credit which allows you to purchase in the future. If you do not want to exchange or receive a store credit, we have a 25% restocking fee on Final Clearance items. We do not deduct any other fees on Final Clearance refunds. If you are new to Pandere, we would encourage you to go through our sizing process before buying from our Final Clearance page.
My feet are two different sizes. Can I buy two different sizes?
We are not able to offer split sizes (2 shoes of different lengths). Remember though, most people’s feet are not the same length. Differences of up to a ½ size is normal and quite common. What our shoes are specifically designed to do is to accommodate two feet that are different foot volumes. This is the unmet need in the shoe industry and for millions of people all over the world.
There are millions of people who have one swollen foot and one normal foot. Think of anyone who’s just had surgery, or has a medical condition that causes swelling on one side. Some people just have anomalies in their foot shape on one side. So we set out to design a shoe that could work for these situations, mainly because absolutely nobody was doing it!
While width sizes do take into account volume and typically provide a roomier shoe as the width sizes get larger, there is no measurement at all in the footwear industry that measures volume itself. Our patent is based on this idea that we are unique in the footwear industry in tackling this problem. As a result of not having a 3rd dimension for foot volume, we have developed our own proprietary sizing process that predicts if our shoe expansion will accommodate your foot shape. It’s not perfect, but we have found great success in this methodology. This is one of the best features of Pandere shoes. We call it our superpower!
Will Pandere shoes fit over bandages or wraps?
Our shoes are designed to accommodate swollen feet and compression garments. If you are doing full traditional bandaging for decongestive therapy and using all of the layers including foam, then our shoes are very unlikely to accommodate this situation.
Having said that, once you’re done with the full decongestive treatment, there are some people who do modified bandaging that doesn’t include the thick foam layers. An example might be if you are bandaging over a garment like the Jobst Relax garment. Depending on the volume of your foot, some people can get our shoes over a thinner bandaging system. There are all kinds of different strategies to bandaging and reduction and our goal is not to meet every single strategy but for our shoes to accommodate the most common scenarios. Our current focus is to accommodate people who wear compression socks or stockings with a hope that some people with lighter bandaging can also find our shoes useful.
If you wear bandages, the easiest way to find out if our shoes will accommodate you is to take measurements while wearing the bandages and input them into our sizing tool. If you are currently in treatment and would like to know how much reduction you still need to fit into our shoes, we can usually give you a pretty good idea and then you and your therapist can have this as a goal to work on together.
My therapist told me about your company.
Outstanding! We would really like to send a thank you to your therapist and provide them with handouts or other tools they might need. Please let us know who your therapist (PTs/OTs/CLTs, or Podiatrist, or Pedorthist, or Orthotist, or Prosthetist, or Cardiologist, or any other clinician you are working with)! We have noticed a huge increase in clinicians reaching out to us and recommending our shoes to their patients. We know this is largely because our customers have been telling their clinicians how great our shoes are!
Do the shoes have removable insoles?
All of our closed toe shoes have removable insoles. They are designed to be easily replaced to fit a custom orthotic or other commercial orthotics. Our sandals do not yet have removable insoles.
What sizes do you offer?
It depends on the style but generally our closed toe extra wide collection goes from a mens 4/womens 6 go up to a mens 13/womens 15.
In women’s wide styles we go from size 6 to 12.
I wear a brace. Will these shoes work for me?
In many cases, yes. Braces can be really tricky to fit though so we would suggest you go through our sizing process and provide measurement with the brace on. Braces can really take up a lot of room depending on the brace you’re wearing.