Frequently Asked Questions

How does shipping work?

WE OFFER FREE SHIPPING WITHIN SOUTH AFRICA:

Rustic Roots is an eCommerce shop – we utilise the services of Fastway Couriers or Postnet to deliver our products throughout South Africa.

Delivery lead times
1. Main urban hubs – approximately 2 – 4 working days from date of despatch
2. Regional Areas – approximately 4 – 6 working days from date of despatch
3. Outlying areas takes approximately 6 – 7 working days from date of despatch
4. In City (Greater Durban Area) 1 – 2 days from date of despatch

TRACKING NUMBER: A Waybill Number/Tracking details will be provided after despatch, should you encounter any issues with your delivery please either WhatsApp 0824965965 or e-mail us at info@rusticroots.co.za

What payment options are available?

We utilise the services of payfast or you can choose to pay by EFT

If you choose to pay by EFT – an invoice will be generated on checkout giving you our banking details. Please use the Invoice No provided as your payment reference and e-mail proof of payment to accounts@rusticroots.co.za

Should you choose to pay via EFT your order will only be dispatched if paid in full and the payment reflects in our bank account.

Do you have a size guide?

MEASURING YOUR SHOE SIZE
The best way to ensure this is to double-check your sizing. Follow our guide to determine the correct size:

  1. Stand on a piece of paper ensuring your foot is flat.
  2. Draw a line at your heel and at your longest toe.
  3. Step off the paper, redraw the lines with a ruler to ensure they are straight and parallel.
  4. Measure the distance between the two points in centimetres.
  5. Do this with both feet and use the greater measurement
  6. Use this measurement to check your sizing according to the guide below.

SA SIZE CHART

3
4
5
6
7
8
9

UK SIZE CHART

3
4
5
6
7
8
9

USA SIZE CHART

5
6
7
8
9
10
11

PUMPS

227mm
235mm
243mm
251mm
259mm
267mm
275mm

BOOTS

232mm
240mm
248mm
256mm
264mm
272mm
280mm

What is your return and repair policy?

Leather is a natural material which is durable and flexible and by its very nature contains variances and imperfections in both texture, colour and appearance, this serve to enhance your Rustic Roots product and provides a unique and authentic look, giving the Rustic Roots product character. This is not a flaw and therefore is not the basis for a return.

Rustic Roots has made every effort to ensure that the products are fairly described, that the product information is correct and that the colours and products are displayed as accurately as possible.

Due to photographic lighting sources or differences in device screen settings, we are unable to guarantee that the colour you will see on your screen will completely reflect the true colour of the product ordered and delivered.

  1. No refunds will be accepted 6 months after being invoiced.
  2. Should you have selected the incorrect size/colour or style, we will arrange collection and re-delivery of your shoes, however the transport thereof will be for your account. An invoice will be set to you for payment prior to collection or re-delivery. Please contact Rustic Roots on 0824965965 or email info@rusticroots.co.za. Please note that the shoes need to be returned in their original state and boxed.
  3. We will repair any product deemed to be defective through a manufacturing fault. Should the shoes be deemed unrepairable the cost of the shoes will be refunded to you. Shipping will be for Rustic Roots account. Please send photographs of the damaged area of the shoe and include a photo of the under sole of the shoe. Please send the photographs to 0824965965 or email info@rusticroots.co.za
  4. All claims must have the original proof of purchase.
  5. Exchanges are to be affected within 5 business days of receipt from the courier.
  6. Refunds will be processed within 7 business days once received and inspected at the factory. Proof of banking details to be provided.
  7. No exchanges or refunds will be processed for worn shoes.
  8. All claims must be sent to the factory for approval, feedback will be provided.
  9. Please note – no returns/exchanges or refunds will be given on FINAL SALE ITEMS.

NON-CLAIMABLE FAULTS

  1. Excessive wear and tear.
  2. Uneven outsole wear due to customer’s foot problems.
  3. Damage to lining, socking or leather due to customer’s foot deformation e.g.: Bunions, callouses, hammer toes etc.

Shoes cleaned with harsh household cleaning agents such as Handy Andy, Turpentine, Benzine, Nail Polish Remover etc, as they destroy natural leather.

How do I take care of my Rustic Roots leather shoes?

Leather is a natural material which is durable and flexible and will mould to the shape of your foot, giving your feet extra comfort and support. One of the biggest benefits of leather shoes is they are durable and withstand the test of time. Quality leather stays strong against demanding work environments meaning the shoes will last much longer.

To clean your leather shoe’s use a soft damp cloth. (Do not use any detergents) Do not spot clean, rather clean the whole area. Because the material is breathable, leather products aren’t difficult to dry either after they have been cleaned, however please do not leave them in the direct sun to dry, the leather will harden.

To get the best out of any leather shoes, you need to take care of them.

What happens if I order and pay for a style or size that is out of stock?

Should your chosen style or shoe size be out of stock, we will communicate with you immediately on receiving you order and payment thereof– please allow for approximately 7 working day for the shoe/s to be manufactured in our factory.

*Please note that the lead time for the actual delivery of your shoes via courier is over and above the manufacturing time*

Are your shoes locally made?

All our shoes are designed and manufactured in our factory in Durban, South Africa