FAQ
How does DUUQES customization process work?
As our customization process is based on your personal feet measurements, it is quite important that you first start with the Feet-2-Fit process described under the next section “FITTING PROCESS”.
Start with selecting a shoe model in the Product Gallery under “Create”. Once on the configurator page, select the details as you wish, review and confirm your selections, and finally complete your order as any other. If you have already completed the Feet-2-Fit process will then suggest an appropriate shoe size with the necessary adjustments.
Concierge team will contact you to make sure that the confirmed order is according to your specifications.
Are the selectable material color choices true-to-life?
There will always be a slight difference between colors seen on the monitor screens and the real-life products in your hands. The human and technological factors could include a person’s color subjectivity, monitors’ make and settings, and DUUQES’ own digitization process for different material types and colors available on the configurator which is not always error-free.
When customizing your favorite shoe model, please ALWAYS refer to your personal material swatch card to get a tactile feel for the materials presented in the configurator and used in the final products.
Why is there a limitation on how many colors I can combine in the shoe configurator?
We truly believe in timeless style and that means less is more. Usually, combining two different material types in the same color family will yield the best results. Please refer to your material swatch card for more details and guidance. For special requests, please contact Concierge services.
Do I need an account to customize or to place an order?
You don’t need an account to customize a particular shoe model or any other customizable product, but you need an account to place an order. This is mainly because our system needs to match your personal feet measurements saved on your account with a specific shoe model.
What if the custom-made shoes do not fit me?
We use material of the highest quality in our custom-fitted shoes and this means for some of the models it may take a few wears before it conforms completely to your feet. If for whatever reason you feel that your shoes are very uncomfortable, contact our Concierge ([email protected]) services and will guide you through a solution to get to the perfect fit.
How does the personalised fitting process, FEET-2-FIT, work?
For a perfectly fitting pair of shoes follow these steps:
- Order the Fitting Kit if you have not already done so.Order here
- After receiving your Fitting Kit, take out the swatch-card and scan the QR code printed on the front of the first page which will take you to your own fitting page. The page can also be accessed from the “Feet-2-Fit” menu, located in top-left coner. You need to create an account, or login into your account in order to access the page.
- Click on the individual measurement names (for example “Ball Girth”) for a more detailed description of how to take each of the 5 measurements from each foot.
- Write down your foot measurements in the provided space in the measurement box so you don’t forget the numbers. Then enter the written measurements in the provided space on the Fitting Page.
- Provide additional feedback about your fitting needs in the comment section that we need to be aware of.
If you require additional support during the fitting process, do not hesitate to contact our Concierge services using Whatsapp, Facetime or mail. We would be happy to help.
How does DUUQES assure a perfect fit?
After your measurements are entered and saved, our custom developed algorithm will suggest a shoe size based on your saved feet measurements after you have selected and customised your favorite shoe model. Our algorithm will also indicate to our shoemaker if s/he needs to make any extra adjustments based on your personal measurements.
What if your system cannot find my particular shoe size?
If for some reason, your sizes may not match with our database, you will instead see the exact measurements you saved for your foot length and width in millimeters. This means that we either have to adjust our current last to your specific measurements, or if the discrepancies between our reference size and your feet are too large you may require to have new lasts developed specifically for your feet.
In either of the cases, after having reviewed your order along with for feet-measurements our Concierge services will contact you for further consultation and guidance.
Why do I have to pay for the Measurement Box?
We developed the Fit Kit along with the material swatch card to be helpful tools in your creative and customization process. The price charged is to partially cover tyhe development and shipping cost for the box.
You receive, however, a full store credit for the full amount spent on the Fit Kit which you can use towards any purchase in the store.
What type of payments to you accept?
As our main payment provider we collaborate with Stripe, a global payment platform. This means that we accept all the major cards such as Visa, Master Card, American Express, Carte Bleu. We are also in the process of introducing Apple and Google Pay for faster and easier payment processes.
How does the Store Credit work?
A store credit is issued when you either order your Fit Kit , or when you request a store credit when a return is approved. You can see the total amount of store credit available to you under your personal account.
Are my payment information safe?
Using Stripe as our payment intermediary means that we never collect and store your payment information on our servers. And Stripe a major payment provider they complies with the highest security standards available.
Which countries DUUQES ship to?
We are adamant to make sure that your custom-made orders are crafted 100% to your satisfaction. At the current moment, Fall 2020, as we are just a small made-to-order company and providing worldwide shipments would mean to stretch our resources to thin and would not be able to focus on customers in our immediate vicinity, that is the northern European countries (including Germany and the Netherlands).
However, as we are eager to offer our services to made-to-order aficionados located in other parts of the worlds, we encourage you to get in touch with us and we would be happy to make an arrangement for your special orders.
Does DUUQES offer free shipping?
Orders above $150/ €150/ SEK1500 will ship for free. Orders below that incur a flat fee of $15/ € 150 / SEK 150. For the Fit Kit the shipping cost is already included when shipped within the Northern European countries.
How long will it take before I receive my made-to-order items?
From the moment you place your order and the order is confirmed and approved (you should receive a confirmation email), we normally need 3-4 weeks to craft your custom-made shoes and to ship it.
How long will it take for DUUQES to ship normal items?
We normally ship your orders within 1-2 business days if they are available in our stock. You will be notified if they are not available.
Can I return a custom-made pair of shoes?
One of our utmost ambitions is to offer custom-made shoes and products that you will love for many years to come. The key to that is products and services tailored specifically to your needs and preferences. Therefore, we regrettably cannot outright accept any returns of these customized items as it would be impossible to sell them to other customers.
However, if there are any obvious technical discrepancies between the confirmed order and delivered item that we are responsible for, such as selected material type, material color and/or size, we are willing to work with you to assure your final satisfaction with the custom-made products. Please contact us at [email protected] to help you in the best way possible.
What is the return policy on the non-customizable products?
Any other non-customizable items can be returned within 14 working days counting from the day you received the items. You can open the package and check the contents. However, the purchased item can only be returned when they are completely unused and sent in the original packaging, double boxed. Return costs are handled by the customer.