1. Order Processing & Lead Time
All Cossen shoes are handmade and custom-finished, which means each order requires care and time.
Orders take up to 14 business days to be processed and completed before shipping. (This does not include delivery time.)
Customers will receive email or SMS updates on the progress of their order.
2. Shipping & Delivery
Delivery times vary depending on location. Local deliveries within South Africa usually take 2–5 business days after dispatch.
International deliveries may take longer and are subject to customs regulations.
Shipping fees will be displayed at checkout.
3. Returns & Exchanges
Due to the custom and handmade nature of our shoes, we do not accept returns for refunds unless the item is defective.
Exchanges are accepted for size issues within 7 days of receiving your order. The item must be unworn and in its original packaging.
Customers are responsible for return shipping costs unless the product is faulty.
4. Cancellation Policy
Orders can be cancelled within 24 hours of purchase for a full refund.
After 24 hours, cancellation may not be possible since production may have already started.
5. Product Quality & Care
Our shoes are handcrafted using high-quality materials. Small variations in color, stitching, or pattern placement are normal and part of the uniqueness of handmade products.
Customers are encouraged to follow our shoe care guide to extend the life of their footwear.
6. Payments
All payments must be made in full at checkout via the secure payment methods provided.
Prices are displayed in South African Rand (ZAR). International customers may see currency conversions depending on their payment method.
7. Privacy Policy
We respect your privacy. Personal information collected during checkout (such as name, address, and contact details) is used solely to process your order and will never be sold or shared with third parties.
Payment details are processed securely through our payment gateway and are never stored on our servers.
8. Workshop Bookings
Workshop bookings are confirmed once full payment is made.
Cancellations made at least 7 days before the workshop will receive a refund (minus a small admin fee).
No refunds are available for cancellations made less than 7 days before the workshop date, but you may transfer your booking to another date if available.