I can't locate my Order ID number (aka OLI#)

Your order ID number is located on your Oliberté order receipt, which was sent via email at the time of purchase. This number is located in the top right corner of your receipt or under Transaction Details located on the left side. Here is an example of what you are looking for: OLI-00123456-123456-123456

How do I return or exchange?

Go to https://www.oliberte.com/returns_exchanges and follow the steps listed.  You will need your OLI order number (ex: OLI-00123456-123456-123456), which can be found on your original order receipt (check your email). You will also need the email address you used to place the order. Returns and exchanges can both be done using this process. Please note that International orders only qualify for returns, not exchanges.

I made a mistake with my order!

Please reach out to orders@oliberte.com as soon as you realize you entered the wrong information. If we are able to change the information for you, we will. However, once the order has been processed by our warehouse or has already been shipped, it is too late for us to intercept it. Please note our office hours are Monday-Friday 7:30 a.m.-4:30 p.m. EST, and we are closed on weekends and Canadian holidays.

Is final sale really final sale?

Yes, final sale means final sale!
Items purchased as final sale are not eligible for return or exchange.  If the final sale item shows up damaged/defective please reach out to us with multiple photos of the damage/defect and a copy of your original order receipt. We will address these issues on a case by case basis.

No one from Oliberté is getting back to me!

We are a very small team and try our best to get back to everyone as quickly as possible! Our goal is to get back to you within 24 hours.  Any questions or inquiries sent after 4:00 p.m. EST will be answered the next business day.  Any questions or inquires sent over the weekend will not be responded to until the following Monday.  Our office hours are Monday-Friday 7:30 a.m.-4:30 p.m. EST and we are closed on the weekends and Canadian holidays.

Credit card error/declined when trying to place my order?

No worries, just give your bank a quick call and let them know you are trying to make an online purchase from Oliberté Limited in Canada.  Oftentimes it's a quick fix!

When will my order ship?

Our warehouse is open Monday-Friday 8 a.m.-4:30 p.m. EST.  Any orders received after 11 a.m. on Friday will not be processed until the following Monday.  Please allow 2-3 business days for your order to be picked, packed and shipped.  Once your order has shipped, you will receive a status update email providing you with a tracking number.

How can I track my order?

Once your order has been shipped, you will be emailed your tracking details.

How long with it take to receive my order if I'm a US customer?

Once your order is shipped please allow for the below travel times:
If you are on the East coast please allow 4-7 business days.
If you are on the West coast please allow 5-10 business days.

How long with it take to receive my order if I'm a Canadian customer?

Once your order 
is shipped please allow for the below travel times:
If you are in central Canada, please allow 2-3 business days.
If you are on the West coast please allow 4-6 business days.
If you are on the East coast please allow 4-6 business days.

How long will it take to get my refund?

Once the return item(s) is received by our warehouse, and inspected as being in good, sellable condition, you will be refunded for the return(s).  Please allow up to 5 business days for the funds to reappear in your account.

My shoes feel too small. Do you have any tips or tricks to help stretch the leather?

1) Try taking the insoles out of the shoes to see if that gives you the extra space you need. Oftentimes this does the trick! You can always put the insoles back in once the leather stretches to your liking.
2) Try wearing "bulky" socks while wearing the shoes around the house for a few hours.
3) You can also try a professional wooden shoe stretcher.

How do I protect my shoes?

Our shoes should always be protected with either our Gorilla Wax or a good quality waterproof spray before they are ever worn outside. It's always a good idea to reapply the product every 4-6 months depending on where you live in the world. Another great suggestion would be to pop into your local shoe repair shop to see what products they would suggest.

Are your shoes waterproof?

No, our shoes/boots are not waterproof!  They are made to be water resistant, however they should not be worn in heavy rain, slush, or snow. Leather stretches when it gets wet so they might not fit the same once they dry. In addition, the chemicals used to clean city streets can cause salt-like stains on the shoes when mixed with water.

Are your boots good for the winter?

We craft our boots to withstand the elements, but stongly recommend that our all natural Gorilla Wax waterproofing is applied liberally and frequently during cold/wet conditions.  Although our boots are not insulated due to being designed with temperature versatility in mind, the leather will soften with wear to give you the comfortable option of layering with thicker socks on colder days.

My shoes/boots look like they have salt stains?

This ring is often caused by de-icing salt and cleaning chemicals used to clean the city streets when mixed with rain, water or snow. It's very important that you protect your shoes before you ever leave the house in them. The white staining is not a defect with our leather and will not be covered under our warranty. The best thing to do is take the shoes to your local shoe repair shop to see if they can give you any suggestions. A good quality leather cleaner/conditioner can often help to reduce the severity of the stains.

My shoes smell like fire/smoke?

We like to keep everything as natural as possible. Up until now, we've used a specific type of rubber called RSS rubber for the outsoles of our shoes. RSS stands for Ribbed Smoked Sheet rubber, which means the rubber is air-dried or smoked in ovens. We've now moved away from the smoked rubber and are using Thick Pale Crepe rubber, which is air-dried only. Older shoes/styles may still have the smoke smell. If the smell is too strong for you, try taking the shoes out of the box and let them get some fresh air somewhere dry (ie. garage, shed, window ledge or front step).  

Outsoles changing colour?

Because our outsoles are made using natural properties, there is no protection against harsh elements. We recommend storing your shoes in a dry place and not in direct sunight,  When exposed to the sunlight for an extended period of time, it will change the colour of the outsole to a yellow tone. No need to worry about wearing the shoes out in the sun, it just happens when they are in warm sunny places for long periods of time.

Is it common for dye to transfer on clothing?

Yes, this is because dye cannot be "locked" in place -- if it becomes wet or rubs frequently, the dye will transfer onto clothing. 

Why am I paying C.O.D.?

Any international orders placed on the US site in USD will be subject to Duties & Taxes on delivery. This will most often be referred to as "C.O.D." by the postal service. Please note that this is the cost of importing goods into your country, and it is determined by your government, not Oliberté. It is always recommended to shop from your country's site -- that way Duties & Taxes will be calculated at checkout, and you'll be paying in your own currency.