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FAQs

Top 5 questions

How do I find the right size?

You can find a size guide on each product page if you wish to cross-check your measurements, there is also a guide included on how to measure. If you are still unsure of what size you need, please contact our team here.

How to keep the shoes clean?

The first step to protect the leather prior to use. It’s not mandatory, but we recommend the use of a waterproof protector to prevent discolouration or staining. Some leathers age really well and may create a patina over time.

A damp cloth or wipe is suitable to clean the shoes. For deeper cleaning, we recommend an appropriate leather cleaner. Sneaker Lab products work very well on our shoes, including suede which can be more delicate.

Are the Von-Röutte Shoes unisex?

All of our shoe styles are unisex, however, some styles / colours are exclusive for women as well as men's sizes. There is no difference on our shapes.

How much does the leather stretch?

Leather will soften with time, but will not stretch a lot. It may feel that it stretches ¼ to ½ size. Suede and Nubuck are more flexible, and will break in more easily.

What is your return policy?

Orders placed on Von-Röutte online store may be returned within 14 days of delivery.

Returned items must be unworn, unmarked, unwashed and with all packaging.

Please note that shoe boxes, dust bags and stuffing are considered part of the product and must be included when returning your order.

We recommend and encourage customers to try shoes on carpet to ensure that dirt is not collected on the sole.

Returns and Exchanges

How do I return my order?

After submitting your return request here, you will be given the return address to send this back to us.

We suggest opting for a tracked service with signature on delivery when returning your item, as Von-Röutte is not liable for any lost or stolen parcels.

For international customers we strongly advise that you check with your local post office for estimated return costs prior to purchase.

Can I return a sales item?

Items can be returned for an exchange or credit note with no expiry date. Sale items are not eligible for a refund, unless deemed faulty. Once the items have been received they will undergo a quality review.

I bought an item online, can I return or exchange it in-store?

Yes. If you are located in Sydney, we encourage you to come and visit our store and make the exchange in-store.

How do I return goods from the US or Europe?

The address of return for international orders will be Australia, so we strongly advise that you check with your local post office for estimated return costs prior to purchase. We do not cover return costs.

Orders & Payment

Can I change or cancel my order?

If you have been issued with a tracking number, we cannot cancel or amend your order. However, we may be able to change or cancel it prior to shipping confirmation. Please contact us to verify the status of your order.

I have received a faulty item, what should I do?

If you have received an item with a defect please notify on contact@von-routte.com. Please provide us with a brief description and upload a photo or two showing the fault of damage. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Von-Röutte will repair, exchange, credit or refund and item that is deemed faulty of defective. Before and item can be deemed faulty it must be assessed by Von-Röutte. Please note that items that are damaged as a result of wear and tear, incorrect care or mistreat are not considered to be faulty.

Please note we only accept items purchased through Von-Röutte stores. If you have purchased your item from a Von-Röutte stockist, please contact the store where you purchased them from for further assistance.

Can I be notified once a product or size is back in stock?

You can be notified when a product is back in stock. Please get in touch with us here and we will add you to a waiting list. As soon as the product arrive in our warehouse, we will notify you and give priority to purchase the product.

My payment has failed but it shows as pending in my bank, what should I do?

Depending on your bank, failed transaction can still show as pending. We recommend waiting between 5 to 10 days until the transaction disappears from your statement. In addition, please contact us to confirm if we haven't received your order.

Do you take payments over the phone?

Unfortunately, for security reasons, we cannot accept payments over the phone. However, we can generate an invoice with your order and you can complete the transaction online with our secure transaction checkout.

I live outside Australia, do I have to pay for customs, taxes and duties?

International orders might be subject to customs charges according to each country's legislation. Von-Röutte will not pay for customs fees, charges and taxes.

Products and Sizing

How do I find the right size?

We have a size guide which you can verify the most suitable shoe. We recommend following the instructions using a sheet of paper and socks to confirm your size. In case you are still in doubt, please contact us and may be able to help further.

How can I use my complimentary cleaning?

You need to bring your shoes to our store in Bondi so we can clean them for you. We usually ask 7 days for the cleaning to be complete. Alternatively you are welcome to send the shoes to us, however we do not cover shipping and return costs.

Where are the products manufactured?

Von-Röutte products are manufactures by a very small number of suppliers based in Portugal and Australia. Our shoe production is exclusively produced in the region of Porto.

Secure transactions

Transactions are handled with bank-grade security.

Handmade in Europe

Our sneakers are designed in Australia and handcrafted in Portugal.

Free Shipping

Orders over $200 in Australia and above $350 World Wide.

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