Frequently Asked Questions

Delivery of your Order:

Rustic Roots is an eCommerce shop – we utilise the services of courier companies or Postnet to deliver our products locally and Internationally.

Free Shipping within South Africa:

Delivery lead times

  1. Main urban hubs – approximately 2 – 4 working days from date of despatch
  2. Regional Areas – approximately 3 – 5 working days from date of despatch
  3. Outlying areas takes approximately 5 -7 working days from date of despatch
  4. In City (Greater Durban Area) 1 – 2 days from date of despatch

Shipping Internationally:

We ship internationally through a reputable courier company, should you wish to ship Internationally please either WhatsApp 0824965965 or e-mail us on sales@rusticroots.co.za for a quote. Delivery takes approximately 3 – 6 working days depending on destination and customs). All rates quoted exclude Customs/Duty taxes.

Tracking Number:

A Waybill Number/Tracking details will be provided after dispatch, should you encounter any issues with your delivery please either WhatsApp 0824965965 or e-mail us on sales@rusticroots.co.za

Payment:

Your order will only be dispatched if paid in full and the payment reflects in our bank account (including cost of shipping). Please use the order No provided as your reference No.

Ordering out of Stock Shoes:

Should your chosen shoe size be out of stock on our online store you are welcome to place a BACK 0RDER on your selection. Payment can also be made at the time placing your 2/3 weeks from date of order. *Please note that the lead time for the actual delivery of your shoes via courier is over and above this*

Communication and Feedback:

Rustic Roots will contact you via email, telephonically or via WhatsApp should there be any delays or issues relating to the manufacture or processing of your order in which case you are welcome to cancel and elect to receive a refund.

Leather:

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

Cleaning of Leather:

To clean leather only use a soft damp cloth (NO DETERGENTS)

Returns & Repair Policy:

  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 this will be for your account. please contact Rustic Roots on 0824965965 or email returns@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 a photograph of the damaged area of the shoe. Please send a photography of the under sole of the shoe as well. Please send to 0824965965 or     returns@rusticroots.co.za
  4. All claims must have the original proof of purchase.
  5. Exchanges are to be affected within 3 business days of receipt from the shipper.
  6. Refunds will be processed within 10 to 15 business once received and inspected at the factory
  7. No exchanges or refunds will be processed for worn shoes
  8. All claims must be sent to the factory for approval, feedback to 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.
  4. Shoes cleaned with harsh household cleaning agents such as Handy Andy, Turpentine, Benzine, Nail Polish Remover etc, as they destroy natural leather.

Gift Vouchers:

  • Gift Vouchers are available online and once payment has reflected in our bank account
  • Virtual Vouchers – will be sent to you at no cost via e-mail
  • Original voucher – Should you require an original voucher you will be charged an additional courier charge fee of R       to cover printing and shipping costs
  • Please be advised that Gift Vouchers are non-refundable.
  • Customer Service is paramount to the growth and success of our brand.

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

U6S 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