Orders

Where is my order?

Orders are processed from Monday to Friday during working hours with orders placed after 1PM GMT processed the next working day (not including public holidays). When your order has left our warehouse, you will be updated throughout its journey. Please use the tracking link provided in the shipping email for the most up to date status of your order. You may also have received this information by text if you signed up for SMS notifications. Have more questions? Please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom corner in a 'Chat' button.

My order is showing "Processing", is there a problem?

No need to worry, processing means that your order has yet to be picked and packed by our warehouse. Your order will be shipped as soon as possible and you will receive a shipping confirmation email as soon as your order leaves the warehouse.

What is our order delivery time frame?

Our shoes are made to order and take approximately 2 weeks to handcraft. Once you order is processed, we start working on creating your shoes within 24 hours of your order receipt. Once your shoes are crafted and ready to ship to you, you will receive an email notification providing you with your shipment tracking details. Selecting the express shipping option means your shipment will be delivered to you overnight. Regular shipping can take between 3-4 business days, depending on your delivery location, and provided there are no customs delays. All the other products have the time frame in the description. *Please note that we do not deliver parcels during the weekend.

My order is showing as delivered but i haven't received it , what should i do?

If your order has not arrived, please check your tracking details which you can find in your shipping confirmation email. It may be that no one was home when a delivery attempt was made, so the courier will attempt to re-deliver this to you on the following working day. Please also check around the property and with your neighbours to see if someone has accepted the parcel on your behalf.

I didn't receive an order confirmation, what should i do?

Please check your junk mail in case the order confirmation has landed in there. If you still can't find your order confirmation please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button. Please include the following: Email address Your name Contact number The last four digits of the card number that was used to place the order

I received the wrong tracking number for my order, what should i do?

We are so sorry that you have been sent the wrong information. Please provide your order number so we can look into this for you. You can reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

Courier attempted to deliver but i was not at home, what should i do?

The courier will normally reattempt delivery within 48hrs, however, to avoid any delays we recommend contacting the courier to reschedule the delivery at your earliest convenience to avoid the parcel being returned to us. Please be aware that once a parcel is returned to our warehouse, we will be unable to reship your order back to you.

My order couldn't be delivered and has been returned to sender, can you reship back to me?

In this case, the cost of reshipping will have to be paid by the consumer.

Returns & Refunds

How do i return my order ?

Here’s how to make a return: 1.Please visit our Returns policy and follow the instructions to generate your return. Please use the email address you used when placing your order. 2.Once your return has arrived at our warehouse, our team will then check that the items are in their original condition*. This process typically takes 5-10 business days. 3.Once your return is accepted, a refund will be issued. Funds can take 5-10 business days to appear in the account of your original payment method. 4.You will be informed of your refund via email confirmation. 5.All returns in EU are free of charge. *Please note that if your item does not pass our checks, you will be notified via email and it will be sent back to you at your cost. Take a look at our terms of sale for more details. Please note, all items must be returned from the original shipping country, unworn and with all original packaging and tags attached within 14 days from delivery date. Please be advised that our business days are Monday to Friday.

I returned my order, why haven't i been refunded yet?

Our teams are working as fast as possible to process returns quickly. Once the refund is processed you will receive an email to update you. The process typically takes 5-10 business days from the day we receive your return at the warehouse. Please be advised that our business days are Monday to Friday. If you are still experiencing issues with your refund please reach out to us by clicking 'Contact Us' below or by using the 'Chat' button on our website. If one of our agents is online, you will find this in the bottom left-hand corner in a blue 'Chat' button.

Shipping & Duties

How long will shipping take and cost?

Our products are made-to-order, what means that as soon as your order is placed, it is transmitted to our factory. The production process can take up form 3 to 15 working days, depending the products you choose. As soon as your order is shipped, you will be automatically given a tracking number. We have partnered with some of the fastest transportation companies to deliver your orders as fast as possible. We ship worldwide. We offer FREE SHIPPING to Portugal and Spain. To other countries, our rates vary between 9€ and 35€. Free shipping for all purchases over 170 euros. Shipments to Portugal are delivered within 1 to 2 business days. Shipments to the European Union are delivered within 2 to 4 business days. Shipments outside the European Union are delivered within 3-5 business days. Please be advised that our business days are Monday to Friday - We aim to meet these delivery times but please note that these are an estimate and are not guaranteed. SKIZO cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the courier.

Where do you ship?

We are pleased to confirm that we offer worldwide shipping!* *Please note that we are unable to deliver to some countries and we apologize for any inconvenience caused. We are currently unable to deliver to the countries below: Afghanistan, Belarus, Central African Republic, Congo- Brazzaville, Congo-Kinshasa, Iran, Iraq, Lebanon, Libya, Mali, Myanmar, Niger, North Korea, Russia, Somalia, South Sudan, St. Barths, Sudan, Syria, Venezuela, Yemen and Zimbabwe.

What couriers do you use?

All orders are currently shipped within the European Union using DHL. To Portugal and Spain they are sent by GLS. For countries outside the European Union we use DHL or UPS. We are looking into expanding our courier options in the future!

Are customs and duties included for orders shipping in EU?

Once you have made payment for your order, all EU orders are shipped such that you should not be required to make any further payments in relation to import VAT and duties of any kind at the point of importation of your order into the EU. Please note that some countries may require you to provide additional information to our delivery partners to receive your order as it passes through customs. Please see the specific requirements below: Slovakia & Latvia You will be required to provide Proof of Payment and sign a Power of Attorney to receive your items. Greece If your order is under €1,000, you will be required to show a Tax ID. If your order is over €1,000, you will be required to sign a Power of Attorney or EORI to receive your items. Italy You will be required to show a Tax ID to receive your items. Lithuania You may be required to provide Proof of Payment in order to receive your items.

Are customs and duties included for orders shipping outside of the EU?

We currently do not offer prepaid duties and taxes so please be aware that shipping outside the EU could incur customs charges. Duties and taxes are non-refundable. We are working to improve this service as soon as possible!

Payments

What payment methods do you accept?

You can use any of the payment methods below to place an order: Visa VisaMaestro MasterCard American Express Google Pay Apple Pay Shop Pay MB Klarna PayPal

Products & Production

Where are your products made?

All of our products are currently handmade in Portugal. Our warehouse is located in the Portugal which makes the logistics easier and reduces our carbon footprint as a company. As we source our fabrics, natural dyes and technologies globally due to the scarcity, nature and origin of some of these innovations, it was crucial for us to produce everything in one place. We choose our country, Portugal, for the quality of the factories, labor law compliance, and a range of factories with the latest eco certifications. It was also important for us to partner with factories and people who share our ideas and are ready to incorporate the latest and best eco-innovations, technologies and sustainable processes. They are ready to experiment with us, so this partnership is key.

How do you decide the price for your products?

It’s not easy being the first in any field. To pioneer is to go away from the mass and do something different and bespoke. Our prices reflect these costs and we’re aware that they are currently out of reach for some people, however there are real reasons for this. Each SKIZO product represents this investment in the future of materials science. We work with the most advanced scientists, researchers and technologists in fibers and with forward-thinking factories and makers in Portugal who treat their people to our exacting ethical standards. We only produce on-demand, so every product is produced for that specific client.

How long does the production of your products take?

In the case of sneakers, production takes an average of up to 15 working days, all other products, such as t-shirts, tracksuits, coats, etc... take an average of 3 to 7 working days. All products are produced specifically for the customer who bought them, we only produce on demand and this guarantees that we only use the resources necessary for the production that the market requires.

General

Who are SKIZO?

SKIZO = SCHIZZO, Italian word for sketch. SKIZO offers the possibility of customizing its products, the customer can take a sketch product and build it as they wish. SKIZO is a materials science company on a mission to save our Planet and leave a better legacy for the next generations.. We are a global collective of one heart and many hands- scientists, technologists, designers - creating essential products from innovative tech and bio-engineered materials. We design products for living in, for any situation and for basic needs. We create our products with smart technology and use as many sustainable & recyclable elements as possible. We are a direct-to-consumer materials science company bringing breakthrough textile innovations and patents into the world through everyday lifestyle products. Every technology we work with aims to solve an environmental problem of the fashion/apparel & nature industry.

Im interested in a career at SKIZO, where can i apply??

To view our current vacancies, please check our Linkedin page.
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