Frequently Asked Questions
Shipping & Delivery
How much does shipping cost?
Express shipping is free to the contiguous US, Canada and Europe. Shipping to Asia is $20, and to Oceania, Africa and South America $40. For Alaska, Hawaii or any other destination, email us at info@zerbayshoes.com before you order.
How long will it take to get my order?
In-stock pairs are usually delivered in 2–4 business days. Import duties and taxes are included for every country we ship to — no fees at delivery.
As soon as your order ships, you'll receive a tracking number by email.
If your size is sold out, choose it on the product page, enter your email and tap Notify Me. We'll email you when it's back.
Will I pay duties or import taxes?
No. We pay the import duties and taxes on every order, in every country we ship to — no fees at delivery. For orders shipping to Connecticut, state sales tax is added at checkout.
Where do you ship from?
We ship from Istanbul. Some sizes also ship from our US stock.
Do you ship outside the US?
Yes. In-stock pairs are usually delivered in 2–4 business days. Shipping is free to Canada and Europe, $20 to Asia and $40 to Oceania, Africa and South America. For other destinations, email us at info@zerbayshoes.com before you order.
Where are you located?
Our atelier is in Istanbul. We don't have a shop open to visitors at the moment.
What type of leather do you use?
Most of our styles use calf leather, including suede and patent calf. A few use buffalo or deer leather, sometimes combined with calf. Every style is fully leather-lined.
Our Materials page describes the leathers and soles we use, and each product page lists the model's own materials.
Which construction methods do you use?
Most of our styles are Blake-stitched: a single row of stitching joins the sole, upper and insole. That makes a flexible, light shoe with a close-trimmed sole. The rest are cemented or side-wall stitched. Each product page lists its construction.
My size is sold out. What can I do?
Choose your size on the product page, enter your email and tap Notify Me. We'll email you when your size is back. If you don't see Notify Me, email us at info@zerbayshoes.com.
I haven't received my order/shipping confirmation email. What should I do?
We send an order confirmation email right after you pay. If it isn't in your inbox, check your spam or promotions folder. Still can't find it? Email us at info@zerbayshoes.com and we'll check your order.
How do I track my order?
Once your order ships, you'll receive a shipping confirmation email with your tracking number. If that email hasn't reached you within 3 business days of ordering, email us at info@zerbayshoes.com and we'll check for you.
I am missing something from my order. What should I do?
If something is missing from your order, email us at info@zerbayshoes.com with your order number and we'll check it right away.
Are your boots/shoes resoleable?
Most of our Blake-stitched styles can be resoled by a cobbler with a Blake machine. Cemented and side-wall stitched styles aren't built to be resoled. Each product page lists its construction.
Exchanges & Returns
When should I expect my refund?
Once your return reaches us and we've checked it, please allow up to 3 business days for your refund to be issued. If it's been longer, email us at info@zerbayshoes.com.
How do I change or cancel my order after it has been placed?
To change your address or size, or to cancel, email us at info@zerbayshoes.com as soon as possible after ordering. We pack orders quickly and can't guarantee changes once an order has been processed.
How do I start an exchange or return?
You can return or exchange unworn pairs in their original packaging within 30 days of delivery. To start, email us at info@zerbayshoes.com with your order number and tell us whether you'd like a refund or another size. Our full Refund policy has the details.
Sizing & Fitting
How do I find my size in ZERBAY?
Each product page lists the model's last, width and fit note, and the size guide there shows US, EU and UK equivalents. Not sure which size to take? Email us at info@zerbayshoes.com with the model and the size you usually wear.
What width are your men's shoes/boots? Do you offer wider/narrower widths?
Most of our styles are made in a standard D width. Adem, Popa and Kangto are narrower (C width), and Athos is our only E-width style. A few styles also fit narrower or wider than others; the product page notes it.
If you need a size or width we don't make, email us at info@zerbayshoes.com — requests help us decide what to make next.
What is a last? What lasts do you use?
A last is the foot-shaped form a shoe is built on. It sets the shoe's shape and how it fits. Every Zerbay style is made on a named last, for example the Gatsby last; the Design section on each product page names it.
If you already wear a Zerbay pair, email us at info@zerbayshoes.com with the model and size, and we'll compare the lasts for you.
Where are your products made?
Every pair is handcrafted in our atelier in Istanbul. Each product page lists the model's materials and construction. For anything else about how a model is made, email us at info@zerbayshoes.com.