Question 1

How long will it take to receive my order?

Accepted Answer

Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed after 12:00 PM GMT are processed the next business day. Once dispatched, estimated delivery times are:- United Kingdom: 2–4 business days- European Union: 2–5 business days- United States: 4–7 business daysDelivery times are estimates and may vary due to customs, carrier operations, or weather. You'll receive a tracking number by email once your order ships.

Question 2

How to track my order?

Accepted Answer

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Question 3

Do you ship internationally?

Accepted Answer

Yes, we offer express worldwide delivery via trusted carriers including DHL Express, UPS, and FedEx. Delivery is door-to-door, and for the UK, EU, and US, customs duties and taxes are included where applicable. Shipping fees:- United States: $24.90 USD- United Kingdom & European Union: £14.90 GBPFor other destinations, the shipping fee is shown at checkout.

Question 4

Do you offer free shipping?

Accepted Answer

We don't currently offer free shipping, but we partially cover the cost of international express delivery to keep it fast and affordable. Standard rates are $24.90 USD for the United States and £14.90 GBP for the UK and European Union, with customs duties and taxes included where applicable.

Question 5

Will I have to pay customs duties or taxes?

Accepted Answer

For deliveries to the UK, EU, and US, customs duties and taxes are included in your order where applicable, so there are no surprise charges at your door. For other destinations, orders may be subject to local import duties and taxes that are outside our control, and these are the customer's responsibility.

Question 6

Can I change my delivery address after ordering?

Accepted Answer

Once an order has been dispatched, the delivery address can't be changed. If you need to update your details, please contact us within 8 hours of placing your order at care@pegia.com and we'll do our best to help.

Question 7

Are your products genuine leather?

Accepted Answer

Yes. Pegia specialises in genuine leather footwear, made with a focus on quality and craftsmanship. Because our products are handmade, please allow a 5% tolerance on any stated measurements, and note that slight natural variations in colour and texture are normal and part of the character of real leather.

Question 8

How do I choose the right size?

Accepted Answer

Each product page includes sizing details to help you choose. As our items are handmade there may be a small (around 5%) variation in measurements. If you're unsure or between sizes, email us at care@pegia.com before ordering and we'll be glad to advise — since we don't offer direct exchanges, getting the size right first time saves you a return.

Question 9

How should I care for my leather footwear?

Accepted Answer

To keep your genuine leather looking its best, store it in a cool, dry place away from direct heat and sunlight, wipe with a soft dry cloth, and use a suitable leather conditioner from time to time. Avoid soaking the leather, and let damp items air-dry naturally.

Question 10

What is your return policy?

Accepted Answer

You can return items within 14 days of delivery. Items must be unworn, unused, in their original condition, and returned with all original packaging, tags, and labels, along with proof of purchase. Under UK and EU consumer law you also have a 14-day cooling-off period to cancel your order without giving a reason. Please note all returns are sent to our central warehouse in Turkey, and return shipping costs are the customer's responsibility for non-faulty items. For faulty or incorrect items, Pegia covers the return shipping. Read the full refund and returns policyTo start a return, log in at https://account.pegia.com or email care@pegia.com.

Question 11

Can I exchange an item?

Accepted Answer

We don't currently offer direct exchanges. If you'd like a different size, colour, or style, please return the original item for a refund and place a new order on pegia.com. If you need help choosing the right size, we're happy to assist at care@pegia.com.

Question 12

Can I cancel or change my order?

Accepted Answer

You can cancel your order any time before it's dispatched. To cancel, log in at https://account.pegia.com or email care@pegia.com as soon as possible, as orders are processed within 1–2 business days. Once an order has shipped, it can't be cancelled and you'll need to follow our returns process. Delivery addresses also can't be changed after dispatch, so please contact us quickly if you need to update your details.

Question 13

Where do I send my return?

Accepted Answer

All returns, regardless of your delivery country, must be sent to our central warehouse in Turkey. Because this is an international shipment, we recommend getting a shipping quote from your courier before you return. Once we confirm your return request, we'll provide the full return address. We strongly recommend a tracked and insured service, as we can't accept responsibility for items lost or damaged in transit.

Question 14

When will I get my refund?

Accepted Answer

Once we receive and inspect your return at our warehouse in Turkey, we'll email you to confirm the outcome within 5 business days. Approved refunds are made to your original payment method. Where you've exercised your right of withdrawal, your refund is processed within 14 days of us receiving your cancellation notice. Please allow extra time for your bank to show the refund.

Question 15

My item arrived faulty or damaged. What do I do?

Accepted Answer

We're sorry to hear that. Please contact us at care@pegia.com as soon as possible with photographs of the packaging and the product. If the parcel arrives visibly damaged, refuse delivery if you can and notify the courier. For faulty, damaged, or incorrect items, Pegia will cover the return shipping and arrange a full refund.

Question 16

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards, as well as PayPal and Klarna. With Klarna you can choose "Pay in 30 days" or "Pay in 3". All payments are taken in advance when you place your order.

Question 17

Do you accept store credit?

Accepted Answer

We don't currently operate a store credit system. Refunds are made to your original payment method. In some cases we may offer a discount code for a future purchase as a goodwill gesture, entirely at our discretion.

Question 18

How can I contact you?

Accepted Answer

Our Customer Care team is happy to help. You can reach us by email at care@pegia.com or through your customer account at https://account.pegia.com.

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