Order Processing and Delivery

ORDER PROCESSING

We do our best to ship orders in as early as 12 hours or 12 noon the next day. Depending on the bulk of order, it can also take 1-2 business days. We do not ship on weekends. If you order on Friday, your items will be shipped on Monday. If you need your shoes sooner, please contact us right away at [e-mail]. We have a limited time frame (12 hours after order is placed) to change the order because we use a freight forwarder. All made to order shoes are shipped via regular method, express shipping doesn't apply.

When an order is already shipped, we cannot change it anymore. For exchanges/returns, please check this link:

https://burjushoes.zendesk.com/hc/en-us/articles/360014123952-How-to-Return-or-Exchange-your-Items

There is absolutely no splitting of orders. If you order a style/size that is not available or custom shoes, production usually takes 4-6 weeks depending on the style. Shoes from our Burju Basics Collection shoes can take 6-8 weeks to produce.

Please do not include any custom shoe or unavailable item to your order if you need your order shipped right away.

For your package's security, we highly recommend adding Route Package Protection to your order. More information on this link: 

https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies 

If an order/package is returned to us (returned to sender), return shipping and the reshipping fee may be charged. Please make sure to input the correct address and that you monitor your package after receiving the tracking number.

SHIPPING METHODS

US ORDERS,

We ship via USPS. Once your order is shipped, delivery usually take 1-5 business days. If you need them sooner, please contact [e-mail] for express shipping option and cost.

INTERNATIONAL ORDERS

In order to help our international customers in processing boarder requirements and paying for customs/duties, we use a freight forwarder (4PX Global Express) when shipping your orders.

However, some customers from Europe will still be required to pay for taxes/duties before or after receiving your orders because of the recent change in the export and import policy. We will continue to work on this and look for better shipping options. In addition, orders shipped via USPS or DHL will still be charged custom/duties depending on the recipient country's policy.

A shipping confirmation is sent as soon as processing is done, and packages are usually delivered in 3-6 weeks. As the recipient of products ordered from an international company, you are required to monitor your package via your country’s local post tracking website or the courier used. Some post offices (especially in Europe) require pick up, please ensure to get your package asap. Due to varying delivery procedures that we have limited control of, please purchase Route Package Protection so that your package is insured of theft, loss and damage. 

Parcels are still subject to customs inspection and may take longer to arrive than on the stated delivery date. If your items are sent back to us as unclaimed/abandoned, we will require an additional shipping fee to reship them when we receive them. If you haven’t received your package in 14 days and there is no current update on your tracking number, please visit your local post office to find out the status of your package.

Please monitor your package, depending on the courier used through the links below:

4PX Global Express http://track.4px.com/#/

USPS https://www.usps.com/

ORDER STATUSES

• AWAITING FULFILMENT/AWAITING SHIPMENT
  • AVAILABLE REGULAR STYLES- Will be shipped in 1-2 business days.
  • UNAVAILABLE REGULAR STYLES- Will be backordered and takes 4-6 weeks to produce, styles from our Burju Basics Collection can take 6-8 weeks to produce.
  • CUSTOM MADE TO ORDER STYLES- Will be produced in 4-6 weeks.
• PENDING- Payment didn’t go through, please contact us and your bank/Paypal/Amazon/Apple pay or Klarna.
• SHIPPED- Shipped, your order will arrive in 2-5 business days for US. And 7-14 days for international orders barring customs delay. 
• CANCELLED- Your order was cancelled. 

IF YOU WANT TO CHANGE YOUR ORDER, PLEASE REFER TO THIS LINK:

https://burjushoes.zendesk.com/hc/en-us/articles/115001930243-Need-to-Change-Add-Remove-anything-on-Your-Order-Email-Us-