FAQ/Contact Us

 

How Can We Help?

Call Us: 1-866-853-3766

Hours: Monday to Friday 9:30am - 5pm EST

Email Us: [email protected]

  

Website Orders:

    • Online orders are processed Monday - Friday, 3-5 business days of order placement, unless indicated in the product description. If your order was placed during a promotional sale, please expect 7-10 business days for your order to ship.
    • Orders placed after 1pm EST Friday or Saturday/Sunday will be processed the following Monday morning.
    • On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order. If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order. 

Monogram Orders:

    • Please allow an additional 4 - 6 business days for processing before your order is shipped. At this time we can only monogram three (3) characters on the Nudes, Liners, Pigments and the Lily Mattes in gold foil. Due to the personalization process, all monogrammed TKEES are final sale.

Promo Codes:

We all love a deal, but there are a few little rules:

    • Only one code may be used per order.
    • Certain items (including all sale items) are excluded from special offers.
    • Codes may not be applied after an order is processed.

 

Sale Items:

    • All orders purchased while on sale are only eligible to be returned for store credit. We recommend knowing your TKEES size before you order on a sale so you will be happy with your shoes.
    • We do not honour price adjustments on items purchased before a sale.

 

Shipping:

Every attempt will be made to process and ship your order the day it's received, but can take between 3-5 business days for regular orders and up to 10 business days for sale orders.

We will email you with your tracking number when the order is shipped. At this time, we are unable to ship to APO/FPO or PO Box addresses.

USA

    • DHL SmartMail Parcel Plus Ground (~7-8 Business Days)
    • DHL SmartMail Parcel Expedited (~4-6 Business Days)
    • DHL SmartMail Parcel Expedited MAX (~2-3 Business Days)
    • UPS Next Day Air

Canada

    • DHL Parcel International Standard - Duties & Taxes NOT Included (~11 business days)  
    • DHL Parcel International Direct - Duties & Taxes Included (~7 business days)
    • DHL Parcel International Direct - Duties & Taxes NOT Included (~7 business days)
    • UPS Worldwide Expedited

International

    • DHL Parcel International Standard - Duties & Taxes NOT Included (~11 business days)  
    • DHL Parcel International Direct - Duties & Taxes Included (~7 business days)
    • DHL Parcel International Direct - Duties & Taxes NOT Included (~7 business days)
    • UPS Worldwide Expedited

Depending on the destination, not all shipping services may be available. 

Duties and Applicable Fees:

    • We understand that any extra duty and tax fees are inconvenient, however, these fees are set and collected by your country. For more information on import duty and tax fees, please email [email protected]

 

Returns/Exchanges:

To request a return or exchange, please visit our Returns Portal within 30 days of receiving your item(s).

Kindly note all monogrammed and bundled items are final sale. We are able to process returns and exchanges on TKEES.com orders only. If you wish to return or exchange a pair bought in store, please contact the retailer from which you purchased the item.

Coronavirus update [March 20, 2020]: For purchase made on or after February 1, 2020 the refund period is extended to 1 YEAR from date of purchase.

International Returns:

Please contact [email protected] for your return authorization number. Please note that all international customers are responsible for shipping charges including duties and taxes.

When returning items back to TKEES, we recommend adding insurance with tracking to ensure your package arrives at our facility.

 

Warranty/Defects:

If you believe you have received a defective pair of TKEES, please contact us at [email protected] Please include in your email:

    • The date you purchased the item
    • Your order number
    • A picture of the damages

TKEES footwear is covered against manufacturing defects for 1 YEAR from the date of purchase. TKEES reserves the right to determine between a defective product and normal wear-and-tear.

 

Care Tips:

Once you have a pair of TKEES, you definitely want to take good care of it to maintain the high quality.

To do so, we suggest using a specially formulated leather cleaner and conditioner. As TKEES are made from fine leather from Brazil, please keep them away from water as well as avoiding oil or lotion on the bottom of your feet.