We are currently dealing with a disgruntled customer and we wanted to take the chance to elaborate on the topic at hand publicly (without naming him, of course).
As you all know, sometimes things don’t always go as planned. It can happen (luckily not very often) that a shoe does not fit and it cannot be fixed by a cobbler. We are listening to our customers and we believe we are quick to implement feedback, it is in our utmost interest to avoid fit issues.
However, sometimes mistakes happen. That’s where our remake policy comes into play. You send the shoes back to us and we do a free remake based on your feedback. The costs of sending the shoes back to us are not covered by Mantorii. What we do is to issue a coupon worth max. $40 for a possible future purchase. It does not matter who made a mistake and honestly, it is very difficult to find out and we don’t want to start blaming customer for measuring the wrong way. Ordering a custom shoe is simply not like ordering a standard shoe size, mistakes can happen and we are sorry for each and every pair we don’t get right on the first try.
If you decide Mantorii is not for you and you don’t want us to do a remake, we will refund you. Again, you just need to return the shoes to us.
We believe this is a fair policy and there is a reason why we are doing it like that.
Why we can’t provide free returns:
We are a small company and we are 100% privately funded. There is no big investor behind us, prepared to finance a growth strategy and accepting losses for years to come. We are committed to making our customers satisfied, but we also have to make sure that we can run our company in a sustainable way. We sell at very low prices for the quality and service we provide - we pass on all cost advantages to our customers. We don’t have a lot of employees, no big inventory, no brick-and-mortar stores, so we can do things a bit cheaper than huge companies. Our aim is to provide custom shoes at a great price to everyone.
As a result, we simply cannot afford to pay for returns at the moment. We have also made sure to do our research and we find that a vast majority of online made-to-measure companies have adapted the same policy. Of course, we could simply raise prices, but we don’t believe this to be the right strategy.
As usual, we are happy to hear your feedback on this topic and encourage you to either post a comment or write us on firstname.lastname@example.org.