Here are answers to some “Frequently Asked Questions.” Please email us if you need additional information.

SIZE (back to top)

How do I know what size to buy? Most of our clogs come in European sizes which are based on the metric system. You can easily convert your American size on our size chart by clicking here httphttp://www.clogsonline.com/IBS/SimpleCat/InfoPage/asp/Comp_ID/19597.html for women's sizes or go to http http://www.clogsonline.com/IBS/SimpleCat/InfoPage/asp/Comp_ID/19637.html for men's sizes. Some clogs have special fit characteristics which are explained on the page where you place your order.

I’m not sure my new clogs fit. Please refer to our “Fitting Tips” page http://www.clogsonline.com/IBS/SimpleCat/Details/asp/id/64337.html. If you’re still unsure, just email us with your specific questions.

AVAILABILITY (back to top)

Are all clogs on the website in stock? Most clogs are available to ship right away – except for “design your own” clogs which are made to order, and this is clearly explained on the order pages. If we know an item is out of stock, we post this information on our website. If your order is not available to ship right away, we will send you an email (in addition to the automated confirmation) explaining when you can expect to receive your clogs. We will also email you with status updates.

CATALOG (back to top)

Do you have a catalog? We are constantly expanding and updating our website which would be impossible to do in print. Our website is our complete catalog, and it contains all of the items that we sell.

Can you provide any other information in writing? Every so often we do have flyers from our clog vendors which we may be able to send out. Please email us with your specific request.

SHIPPING (back to top)

How much is shipping within the United States? We charge a flat rate of $7.95 per order (regardless of the number of pairs) for ground shipping to a U.S. zip code. Air delivery (typically 2-3 days) costs $17.95 for a one-pair order. (However, we may deduct our actual shipping cost from refunds and exchanges.) We will try to accommodate your specific shipping request for rush delivery.

How much is shipping outside the United States? We ship overseas via U.S. “Express Mail International” which delivers in about a week. The cost is based both the weight of the package and the destination. (For your information, one pair to Canada costs about $35, to much of Europe about $39, to most of the Far East and Australia about $40.) We only ship to countries where parcels can be insured, and we adhere to all customs guidelines. You may be responsible for paying tax/duty to your local postal authority. Needless to say, we are unable to ship to countries that prohibit footwear from being imported (e.g., Italy).

Why wasn’t my order shipped in the original shoe box? All clogs we sell are new and first quality. Sometimes, though, we remove your clogs from the manufacturer’s box in order to save weight and shipping costs. (We may also choose to ship only in the original shoe box and not add a shipping carton.) Sometimes we want to pack the clogs more securely so they won’t shift (and be damaged) in transit. We recycle all unused shoe boxes.

RETURNS (back to top)

What if I need to return my clogs? We accept returns on unworn clogs within 30 days in accordance with our website policy (http://www.clogsonline.com/IBS/SimpleCat/Policy/asp.html). Although many clogs are sent directly from a manufacturer’s factory, those warehouses are not equipped to accept returns so plese send the clogs to us in Florida. Please email us with any questions.

What about gifts? All orders placed November 1 – December 31 are assumed to be holiday gifts and can be returned through the following January 31 within the guidelines of our website return policy.

Can I return a special order? We will advise you if your order is a “final sale” or of any restocking fee when you place your order.

HAND-MADE CLOGS (back to top)

How can I see what my custom clogs will look like? With all the leather, strap, and base options, there are literally hundreds of possible combinations for the “design your own” clogs and we don’t have photos of all of them. If you are unable to visualize the clogs you want, please email us for help.

Why do my wood clogs have a hole in the base? You may see a "last" hole on the wood base of your clogs. This is a sign that the clogs are made by hand because the wood bottoms need to be nailed onto the last when they are made. You may also notice very small imperfections (a crooked staple, for example). This is your assurance that the clogs are crafted by hand and not machine made.

LEATHER CHOICES (back to top)

How can I make sure the colors on my computer are right? We make every possible effort to ensure that colors are displayed accurately; however, computer monitors, lighting conditions, and anti-glare screens may slightly affect the color display.

What is Nubuck leather? Nubuck leather is similar to Suede, but is made from full grain leather that is pumiced to achieve its velvety finish. (By comparison, Suede is made from split grain leather and is brushed to create its longer nap.)

What are Aniline leather and Box (or Coated) leather? Aniline leather has a smooth finish that is easy to care for and can take a polish. Box (or Coated) leather has a fine plastic coat applied which protects the leather from spills and dirt. This leather is preferred by those working in messy environments (including kitchens, hospitals, florists, etc). Others like its shiny finish.

GIFT CERTIFICATES (back to top)

How do I order a gift certificate? Please email us for gift certificate orders and redemption.

PRIVACY & PAYMENT (back to top)

Is my personal information safe? Clogsonline.com uses state-of-the-art, hacker-proof security on its site and proudly carries the reliable “VeriSign” logo. This is tested regularly which assures that your information is safe and properly encrypted. This is monitored by PointShop, Inc.

How do I use PayPal? If you choose to pay for your order via PayPal, we will send you a “Request for Payment” when your clogs are available. PayPal will instruct you how to set up an account with them (if you do not already have one) and will email us when you have paid for the order. (PayPal is an independent company.)

Can I pay by check or money order? Please contact us via email so we can accommodate your request. We will verify the availability of your clogs and confirm the total amount due. Then you will receive instructions in order to pay via U.S. mail.

Do you charge sales tax? Orders shipped to Florida addresses are automatically charged 6% sales tax. There is no tax for other customers.

PHONE & FAX ORDERS (back to top)

Can I order on the phone? We encourage you to place your order on our secure website so that you can check all the information and also receive automated confirmations and shipping notices. Also, some items are less expensive when you order online.

Can I order via fax? If you prefer, enter your complete order information and then print out that page. Then, fax it to us at 386 447-7567. Please make sure to include your email address and phone number so we can confirm your order.

RETAIL LOCATIONS (back to top)

Do you have a store in my neighborhood? We are an online store and do not have brick ‘n mortar locations. Our insurance policy and business license do not allow public access.

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