FAQ

General

The starting point for each product is quality and craftmanship. Every piece is handcrafted and produced in Portugal with materials such as fine leather, calfskin linings and rubber cup-soles sourced primarily from Portugal. The soles are built to last and has been stitched and glued for longer durability, completely cemented to ensure the original shape is kept and equipped with cushioned footbed and arch support to deliver maximum comfort for everyday use.

Shipping & Handling will take approximately 14-18 BUSINESS days. (Please note these do not include weekends or Public Holidays)

CLOTHING
We have distinct sizing for women and men, however, you can shop from both sections depending on your desired fit.

SHOES
All of our styles are unisex, however there are some styles that are exclusive for women as well as men's sizes.
You will find a size Chart on each product page for cross reference with your own measurements to be able to secure the best possible fit.

You can find our care guide for all products here.

The quickest way for you to replace your laces is to go to your local cobbler and get a new pair.

Shipping

During sale periods or other promotions the demand on our products are higher than normal. This means we might not be able to deliver your goods in the given time frame. Please add 1-3 business days to above delivery terms.

We currently only ship within Singapore using standard shipping methods.

Singapore:
Standard delivery – 14-18 working days

Malaysia & Indonesia – Coming Soon

Shipping & Handling will take approximately 14-18 BUSINESS days. (Please note these do not include weekends or Public Holidays)

Note: Due to current circumstances of the COVID-19 virus your shipment may be affected. Since countries have chosen to close their borders this might affect your shipments during transit and can be slightly delayed. 
We assure you that we’re doing everything in our power to make sure that you’ll receive your order as soon as possible!

We currently only ship within Singapore.
Malaysia & Indonesia – Coming Soon

Unfortunately we are not able to send any packages to a PO box in any of the countries we deliver in.

When ordering outside Singapore, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift.

Returns

Unfortunately, we do not offer free returns. Once your return has been initiated and reached our warehouse, we will deduct the return shipping fee from your balance before issuing your refund.

Products must be returned within 30 days after the order has been received.*
Products must be returned in their original condition.
All returns must include the original packaging.

*Right now we have extended the return period with additional 30 days for orders purchased due to the Corona virus (Covid-19). Total return period is now 60 days.

All items including sale can be returned within 30 days of receiving the product.

Our underwear goes under the same return policy as all other products on our website. There is a 30 day return policy from the day you receive the product. To be eligible for a refund, the item must be unworn with all tags still intact.

1. Contact Customer Service to initiate a Return
2. Once received and QC has been done at the Warehouse, your return will be fully processed within 14 business days. We will deduct the return fee from your balance and issue you a full refund on the rest of your order.

If you would like a different style, size or color - simply return your unwanted item for a refund and place a new order online.

Parcels that have been refused by the receiver, failed attempted delivery or have not been collected from the access point in time, will be charged with a return fee. The fee will be deducted from the refund you will receive when the return has been processed at our warehouse. Unfortunately we cannot resend your package once it has been returned to us - a new order must be placed.

We are so sorry to hear that something is wrong with your product. Please contact our customer service team at contact@axelarigato.com.sg and they will make sure to assist you as soon as possible.

Orders

If you have not yet received a tracking email, it’s most likely that your order has not yet been shipped. If you believe that you should have received a tracking you can check your spam filter to see if the email has accidentally ended up there. If you still can’t find it, please contact our customer service team at contact@axelarigato.sg and they will assist you further

I WISH TO CANCEL MY ORDER
Unfortunately we cannot cancel any orders that has been successfully placed.

I PUT THE WRONG STYLE/SIZE IN MY SHOPPING CART
If your purchase has been completed, there is unfortunately nothing we can do. Once you receive your order you can send the order back to us. You will receive a full refund including shipping fees once the package is back at our warehouse.

I TYPED IN THE WRONG ADDRESS
Unfortunately we are unable to change any addresses as we process our orders through our systems right when they come in, however we will do our best to help you out. Just contact us at contact@axelarigato.sg and our customer service team will assist you. Please note that once the package has been shipped we cannot guarantee an address change before a first delivery attempt has been made. Please also note that we can never change the country of the shipment.

If no money has been deducted from your account - your order was not fully completed and you need to place your order once again.
If the money has been deducted from your account and you’re still not getting a confirmation email there can be several reasons for why the email has not reached you:
Always make sure that the email address is correct as an incorrect email address is the most common reason for not receiving an order confirmation. Another reason may also be that your email provider has applied a SPAM filter on your inbox that blocks certain emails. If you are still unable to find the email, please contact our customer service team at contact@axelarigato.sg and they will assist you further.

If you have just received your tracking it’s most likely that your order has not yet been scanned by our carrier. Please wait at least 12h. If it’s still not working, please contact our customer service team at contact@axelarigato.sg and they will assist you further.