FAQ Page | Nisolo

Frequently Asked Questions

We provide a​ ​100​ ​day customer satisfaction guarantee​.​​ ​It's our goal for all customers ​​to​ ​be 100% satisfied with their ​purchase​ ​from Nisolo.​ ​If you notice irregular wear and tear on your shoes within 100 days, please contact us​ ​at support@nisolo.com.

GENERAL:

  • Why are the color of my shoes slightly different than the ones pictured online? 

We use natural cowhide for all of our shoes which can cause a slight variation in color as each hide absorbs dye differently. Each product is crafted by hand and has its own individual characteristics, which contributes to the unique and special nature of your product. If you’re unhappy with the color you’ve received, please reach out to support@nisolo.com for assistance.

  • How do I clean and protect my leather shoes and accessories? 

We want to help you keep your Nisolos looking good! Please visit our Shoe Care page for more information about caring for your leather shoes and accessories.

  • How do I clean my Nisolo jewelry? 

All of our jewelry is non-chemically treated up-cycled brass. However, you can use a natural beeswax to seal the jewelry from reacting to your skin's chemistry or moisture, keeping it looking shiny and new. Refer to our Jewelry Care page for a step-by-step cleaning guide.

  • Do you offer gift cards?

Yes! You can purchase Nisolo gift cards here. It'll be emailed to you upon purchase.

  • Is your leather vegan? 

No, we do not offer any vegan leather options at this time. We do have vegetable tanned leather bags. Vegetable tanned leather is tanned using tannins and other ingredients found in different vegetable matter, such as tree bark, wood, leaves, fruits, and roots. It's an old-world, artisanal process that's free of any harmful chemicals. We are conscious of where and how we are sourcing our materials. Regarding the treatment of animals, our suppliers buy leather from farmers committed to the ethical treatment of animals, and all leather used is a by-product of the meat industry.

  • Why am I unable to apply more than one discount code to my order? 

Discount codes cannot be combined, however, you can stack a gift card and discount code at checkout.
 

SIZING:

  • Will my shoes stretch at all?  

Yes. Keep in mind that it's good for leather shoes to be a little snug in the width as they do stretch and start molding to your feet within the first 3-5 wears. We recommend wearing socks while breaking in shoes and wearing them indoors on carpet in order to increase comfort and still allow for an exchange if necessary.

  • What if my feet are more narrow/wide? 

All of our women’s shoes are a standard B width and our men’s shoes are a standard D width. However, we do have customers that have more narrow or wide feet that are able to comfortably wear our shoes.
 

For any specific or unique return/exchange situations, please direct your questions to support@nisolo.com.

 

SHIPPING POLICY:

 

Shipping Time

We will process your order within 1-2 business days. Expedited shipping is available at your expense — available options can be viewed during your checkout process. If you choose FedEx SmartPost at checkout, your order will take 2-7 business days (this does not include the processing time). 

Shipping process

Customers receive a tracking number along with a shipping confirmation email once orders have been processed and shipped. In addition, customers receive a return shipping label with all domestic orders. For questions regarding returns and exchanges, please visit the Returns + Exchanges page. Please note that Nisolo is not liable for lost or stolen packages.

Domestic Shipping Rates

We currently offer free FEDEX SmartPost shipping on orders $150+. We charge $4.95 on all orders under $150 when FEDEX SmartPost shipping is selected.

Expedited shipping rates are available at additional cost. We offer FEDEX Ground (1-4 days) for $8.95, 3-Day Shipping for $19.95, 2-Day Shipping for $29.95, and Overnight Shipping for $49.95. 

International Shipping Rates

International shipping is available through FedEx at your expense. Shipping costs are calculated based on your exact location and paid at the time of checkout. Additional custom import taxes and/or fees are dependent on your exact location and are collected upon delivery. You are responsible for covering these fees. If you have any questions or would like further information, please reach out to support@nisolo.com.

 

RETURNS + EXCHANGES

Return Policy

All unworn and unaltered items may be returned within 60 days of the original purchase date. You’ll find a Returns & Exchanges form located in an envelope in your shipment. Please fill out all necessary information and include it in your return shipment. If you choose to return an item, $6.95 will be held from your refund to cover shipping and restocking. Alternately, you can choose to return an item for store credit at no additional cost to you.  

note: While we’re working toward an easy option with more visibility, kindly take a photo or jot down your return tracking so you can track your return/exchange.

If you live outside the US, please fill out the Returns and Exchanges form and return your items to the following address:

Nisolo Returns/Exchanges
1801 12th Avenue North
Nashville, TN 37208

Allow up to 3-4 business days for your return to be processed once they arrive at our warehouse. An email notification will alert you once you have been reimbursed. If you choose to receive store credit, you will be emailed a gift card for the full amount paid.

Exchange Policy

We currently offer one free exchange for any unworn and unaltered items exchanged within 60 days of the original purchase date.

You’ll find a Returns & Exchanges form located in an envelope in your shipment. Please fill out all necessary information and include it in your return shipment. 

If you live outside the US, please fill out the Returns and Exchanges form and return your items to the following address:

Nisolo Returns/Exchanges
1801 12th Avenue North
Nashville, TN 37208

Allow up to 3-4 business days for your exchange to be processed once your package arrives at our warehouse. We will cover the shipping cost to return the shoes back to you.

Questions?

Contact us at support@nisolo.com

 

SHOE CARE

1. Weatherproofing - Your Nisolos were weather-treated in Peru. However, we suggest also using Tarrago Hightech Nano Protector Spray. These can be applied every couple of months to ensure that the elements don't wear on your shoes too much. 

2. Shoe Trees - Cedar trees help prevent the leather from drying out and the outsole (both leather & rubber) from deteriorating.

3. Wet Shoes - Towel dry any water that you can right away. Then stuff the inside of your shoes with newspaper or a towel to pull the moisture from the inside. Let your Nisolos dry slowly at room temperature. Follow up with leather cleaner and conditioner once dry.

4. Clean + Condition - Use a soft-bristled brush or cotton cloth to wipe away dirt and scuffs. Apply a leather cleaner such as Saddle Soap or Blackrock Leather 'N' Rich Cleaner and Conditioner for smooth leathers. For suede and nubuck leathers, use Lincoln E-Z Cleaner and a nubuck brush. 

5. Polish - We suggest using Saphir Cream Polish for a matte finish on our smooth leather. Apply polish evenly using a cotton or flannel polishing cloth and allow to air dry. Remove any excess polish with a horsehair shoe brush.

6. Sole Savers - For increased longevity, apply rubber sole savers. If the rubber heel cap or leather on the soles wears down considerably, we suggest taking your Nisolos to a shoe repair shop to have them replaced.
 

 

JEWELRY CARE

Brass is a beautiful material that may need a little love from time to time.  Some prefer the aged, patina look. If you lean towards the bright and shiny look, follow the steps below for instant renewed shine to your brass Nisolo piece for years to come.


1. In a small bowl, mix 1 part water and 1 part lemon juice.

2. Soak desired brass piece in mixed solution for 5 min.

3. Rinse thoroughly with water.

4. Dry immediately and completely with a soft rag.

5. Always store your brass pieces in a dry/sealed bag for best results.

 

VEGETABLE TANNED LEATHER CARE

Vegetable tanned leather is an old-world, artisanal process that uses natural tannins found in vegetable matter such as tree bark, wood, leaves, fruits, and roots. It's free of all harmful chemicals and is known to last for generations with proper care. We recommend following the steps below to keep your Nisolo Travel products looking their best. 
 

PREP:
Use a soft-bristled brush or cotton cloth to wipe away dirt.
 

CLEAN:
Apply Blackrock Leather 'N' Rich to a soft cloth and rub thoroughly and evenly onto leather surface. Gently buff after a brief drying time.
 

PROTECT:
Use waterproofing spray, cream or wax, such as Tarrago Hightech Nano Protector Spray, to protect your vegetable tanned leather products from the elements.


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