To request a return, you will need to enter your Order
Number and Email Address to initiate a return request. Once your request is
approved, you will receive a confirmation email with shipping guidelines.
Returns can take up to 5 days to process after they make it
back to us. Once processed, a refund can take 1-2 billing cycles to appear on
your bank statement depending on credit card company. If you are looking to
exchange a pair, we would suggest placing a new order for the size you’d like
to ensure you get the size you need.
We want you to find the perfect pair of Sutros. To make
things easy and fast, we’d suggest you place a new order for the size you would
like to exchange for and request a return for the original pair. We will issue
a full refund for that pair once we receive it back.
This exchange process allows you to get the pair you need in
a timely manner as opposed to waiting for the entire return process to be
complete and running the risk of having the size you need sell out.
We know how frustrating this can be. If you are looking for
a size that is out of stock, please fill out the Out-of-Stock form located on
the product page to let us know that you would like to be notified when the
size/style is back in stock.
As for you originally ordered, go ahead and return the
original pair for a full refund for the time being. We do not hold funds for any
We ship all packages through respected couriers, but sometimes
there can be delays. If your tracking mentions it has been delivered, we would
first suggest checking with your neighbors to see if they received the package by
mistake. At times, delivery messages are sent out prematurely at the post
office instead of at its destination. In such cases, please give it a few hours
and see if the package shows up.
If your neighborhood is prone to stolen packages, we would
strongly suggest requesting a Signature Confirmation option at Checkout. This
will ensure that your package is not left at your doorstep without the
To measure your foot length, stand on a levelled floor with
the back of your heels against a straight edge or wall. Measure your foot
length by placing a ruler flat on the floor straight alongside the inside of
your foot from your heel to toes.
Your foot should fit snuggly in the boot. In boots, the heel
counter should be slightly roomy, though not uncomfortably large to allow you to
get them on and off. The vamp should feel snug, but not uncomfortably so. The
toes should never feel crammed or overlap. They should lay flat and
We try our best to offer a large range of sizing for both
men and women. Due to limited production capacity, leather availability, and
quality control factors, we tend to make shoes in the sizes you see online. We
have made an effort to offer a larger range of sizes but are aware that there is
a need for outlier sizes. Shoot us an email if there
is a size you’d like to see offered!
We use thick, beefy leathers to endure our tanning process.
This allows the leather to be soft and supple and reduces the break-in period
considerably. We suggest wearing your boots with thin socks around the house for
2 hours at a time, for 4-5 times. This should be enough time for the leather to
stretch enough and mold to your feet.
Note: Leather stretches in places where tension is applied.
Thick, soft leathers prevent any over-stretching.
All Sutro leather uppers are developed organically, tanned
with vegetable oil and beeswax – no chemicals or preservatives to protect the
outer layer. If you spray your boots with a conventional water repellent, the
leather upper will likely absorb the spray and leave dark spots – which no one wants.
The best way to preserve and care for your boots is by
applying a natural cream or vegetable oil. This won’t act as a repellent, but
rather a means of moisturizing the leather and restoring the look over time.
All good things require maintenance, the same should go for
First, we’d suggest removing any excess dirt from the edges and
surfaces of the shoes with a soft cotton cloth. Second, apply a small amount of
natural cream to the leather and rub the surface to evenly distribute the cream
throughout the leather. By the time you know it, your shoes will look brand new!
The best way to care for your Sutros is to frequently polish
with a clean, dry cotton cloth. Using a natural cream or vegetable oil is the
best way to restore the look of your shoes.
If you ever see a trace of white powder on your shoes, rest
assured this is normal in some colors (ie Honey or Dark Grey). What you see is
the beeswax coming up onto the surface from the heat. This can be removed by simply
rubbing the residue off with a soft cloth.
We source our leather from small US farms where cows roam free.
Because of this, the hides we source have marks as a result of the natural occurrences
that occurred during the animal’s life. We believe this is what gives life to
the leather and tells a unique story. Through a natural tanning process, we maintain
these imperfections and the integrity of the leather – what we believe sets us
apart from other bootmakers.
All men’s shoes and boots are Goodyear welted, a gold standard
when it comes to footwear construction. All women’s shoes are Lock-Stitch Construction,
with the exception of Mendelle which is Goodyear welted.
Sutro proudly partners with small family owned factories in
Leon, Mexico known for its long history in leather production and for its tanneries.
We adhere to high ethical standards in production and fair wages for all
All Sutro product is individually handcrafted and made in
small batches. Because of this we cannot produce large quantities, which can
often leave some sizes to be out of stock for periods of time. We produce
our core men and women styles throughout the year and make sure to restock on
styles that we sell out of.
Don’t be discouraged if your size is out. Submit an Out-of-Stock
request for us to notify you when it’s available!
All Sutro products are handcreamed and polished using
natural creams and polish. Because of this process and the leather hides used,
this can cause variation in the tones of leather. We work hard to ensure that there
is consistency in tones but believe in the beauty lies within this process and believe
that the beautiful variations of the leather is what sets Sutro apart from other
We aim to make timeless styles, while constantly keeping
up with the current trends. Sutro styles are year-round but sometimes we produce styles
based on seasonality. Because of this, we don’t always reproduce a style for
the long term.
If you are a long-time Sutro customer, you will likely have
an original design that later evolved into a style that we carry now. That is
the nature of our design process – to always improve on our designs and
construction, to make them better than before!
We know how frustrating it can be to find a pair you want
and for it to be out of stock. We make sure to pay close attention when stock
gets low and plan for restocks consistently. Due to limited production and
leather availability, it can take some time for more stock to arrive. Please
make sure to submit you a request through our Out-of-Stock form to be notified
as soon as a new shipment arrives and for you to get your hands on them before