Order Processing and Delivery

US ORDERS 

We offer FREE SHIPPING for orders above $150. For orders below $150, the shipping fee is $9.99.

Made-to-Order Items

• Orders are sent right away to the factory so please make sure to check your items and address before placing your order. Production and delivery takes around 3-6 weeks, depending on the style. NO alterations can be made once order is in production.
• If ordered with in- stock or available item(s), all items will be considered made to order and shipped from the factory, except for Turkish and Basic Burju styles and miscellaneous items. Delivery will follow the made-to-order timeline.

In-stock Items

We do our best to ship orders within 24 business hours so please make sure to check your items and address before placing your order. Depending on the bulk of order, 

• Regular Shipping: Order processing takes 24-48 business hours. Delivery takes 3-5 days depending on our carrier's bulk.
• Express Shipping: Order processing takes 24-48 business hours. Delivery takes 1-2 days

If you need your shoes sooner than the above timelines, please contact us right away at [e-mail] - a rush processing fee charged by our forwarder ($15) and express shipping fee (depends on the weight and location) will be charged. Order earlier to avoid these fees.

We usually ship via USPS, and sometimes Fedex or UPS. Once your order is shipped, delivery usually take 3-5 business days. If you need them sooner, please choose express. If you need your shoes overnight, we cannot guarantee it, but please put it in your order note. A rush processing fee ($15) will also be charged if the order will be processed the same business day. The cut off of processing is 11AM.

INTERNATIONAL ORDERS

In order to help our international customers in processing boarder requirements and paying for customs/duties, we use freight forwarders when shipping your orders.

We offer FREE SHIPPING for orders above $150, up to 3 pairs per shipment. For orders below $150, the shipping fee is $9.99. We will take care of duties and taxes. Order processing and delivery typically takes 15 business days excluding customs delay. We typically use the local post office. For some countries, shipping takes longer than expected.

Some post offices 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 there is no update in your tracking number within 15 business days, please visit your local post office to find out the status of your package and reach out to us.

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

USPS https://www.usps.com/

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

CNE Express https://www.cne.com/English/  

ORDER STATUSES

• AWAITING FULFILMENT/AWAITING SHIPMENT/AWAITING PICK UP
• 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.
• There's an issue with your order
• 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. 
• COMPLETED- this means that your order may be:
• Payment is complete, or
• Delivered

MODIFICATIONS:

A modification after an order is placed is NOT guaranteed - make sure to put any request in your order and complete it according to your need. All made to order shoes are shipped via regular method, express shipping doesn't apply.

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-

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

- Return shipping will be charged for "Return to Sender". A new shipping fee will be charged as well to reship the order. If the order will be canceled, the shipping fee of sending the order to you and the return shipping fee will also be charged.

SPLITTING OF ORDER:

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 or more to produce because they are made in bulk.

If you need your order shipped right away, please do not include any custom shoe or unavailable item to your order.

LOST/STOLEN PACKAGES

We require a photo of a filed copy of Police Report showing the Reference ID and Filing Officer. Please understand that this is required and need to be verified in 1-2 days by the releasing agency.

If you purchased Route Package Protection, and don't see an update for 5 days (US) or 15 days (International) in the tracking information, please inform Route immediately - there is limited time frame in filing your claim. More information here:

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

RETURNED TO SENDER (RTS):

If a package was refused or there's an issue with the address, all shipping fees including return will be charged the actual amount, not free, not the flat rate or the international promo rate.

WITHIN THE US and CANADA,

• If an order is RTS and you want us to ship it again (within the US), we will charge $20.
• If an order is RTS and was sent with Free Shipping (order above $150), but you now prefer refund, we will refund the item minus $20.
• If an order is RTS and you paid for the shipping fee (order below $150), but you now prefer refund, we will refund the item minus $10.

INTERNATIONAL CUSTOMERS,

• If an order is RTS and you want us to ship it again, we will charge $58.
• If an order is RTS and was sent with Free Shipping (order above $150), but you now prefer refund, we will refund the item minus $58
• If an order is RTS and you paid for the shipping fee (order below $150), but you now prefer refund, we will refund the item minus $29.

OTHERS:

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 will be charged. Please make sure to input the correct address and that you monitor your package after receiving the tracking number.

There are some locations where we cannot ship made to order shoes like remote areas, coastal regions, APO Box, PO Box, or Parcel Box. If your item needs to be shipped from the factory, and you have an accessory/apparel in your order, we won't be able to fulfill this item. If there is any issue with your order, we will inform you via email.