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Sutro Shoes facilitates returns of items under specific conditions. Returns are allowed, provided the item is in the same condition as received, unused/unwashed, with tags, and in its original packaging. However, certain items are excluded from returns, such as those marked as final sale, gift cards, bespoke products, international orders, and gifts with purchase.

The return window is 30 days, starting from the date the order is marked as delivered by the carrier. Return shipping fees are the responsibility of Sutro Shoes, and the return process begins once the received items are inspected. Customer funds may be temporarily held to confirm the receipt of returned items and ensure they meet refund eligibility criteria, preventing fraudulent or unauthorized returns and ensuring a fair process.

Please be aware that this return processing policy may be subject to change at the discretion of Sutro Shoes. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this returns processing policy.

To initiate a return request, please provide your order ID and shipping address through our returns portal. Refund processing may take additional time due to increased order volume and our commitment to meticulous inspection for product quality, extending the processing period up to 3 weeks. We appreciate your understanding and patience during this period.

Cancellations and Order Modifications Policy

Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for refund, exchange, or store credit. Please refer to those policies for more details.

Our cancellation and order modification policy does not apply for requests that occur outside of business hours.

Shipping Policy

Sutro Shoes provides shipping services to the contiguous 48 states, Washington D.C., Hawaii, Alaska & Canada

Unless otherwise indicated on the product page, for in-stock orders, our fulfillment team is given up to 2 business days to pick, pack, and ship orders.

Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and you should receive your products within 6 to 8 business days.

Orders may be tracked at this link using the tracking number which will be sent via email at the time of shipment. Please note for orders shipped via DHL, browser security settings may need to be adjusted to view their tracking page.

Fulfillment and shipping updates will be sent to the email address used to place the order as the order is processed.

Onward VIP Protection +

Sutro has partnered with Onward to provide our customers with carbon neutral shipping protection, CashBack and a 90 day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have a 90 day satisfaction guarantee where if you experience product quality issues, Onward will work with you to make it right or refund your purchase. As an additional benefit, you’ll receive 10% of your purchase as CashBack for your next order with us.

How does Onward work?

Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or have product quality issues with their purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.

How Do I File A Claim?

You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Who does Onward partner with to make shipments carbon neutral?

Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

How Much Time Do I Have To File A Claim?

You’ll have 90 days from the order date to file a claim.

What happens if my replacement order through Onward also gets lost, stolen or damaged?

Not a problem! Any replacement orders that are placed by Onward are still insured by Onward.

How does Onward’s CashBack feature work?

One of the benefits of adding Onward to your order is their CashBack feature. When you add Onward to your next order, you’ll receive 10% of that order as CashBack to use on a future purchase with us.

After you place your order, Onward will email your CashBack balance and a code you can use to redeem your CashBack on your next purchase. As you place further orders that include Onward, your CashBack balance will increase and as you redeem your CashBack, your balance will decrease.

How does Onward’s Satisfaction Guarantee work?

Onward’s satisfaction guarantee provides coverage for any quality issues you experience with the use of our products. Quality Issues are defined as accidental product damage occurring during normal usage such as tears, rips, stains, drops, punctures, cracks, breaks, mechanical failures and electrical issues.

If you experience any of these issues within the coverage period, you can file a claim with Onward. Onward may first attempt to repair the product at their expense before either replacing the product or issuing a refund.

Exchanges and Store Credit Policy

Exchanges and store credits are allowed, depending on the circumstances. To qualify for an exchange or store credit, the item must be in the same condition as received, unused/unwashed, with tags, and in its original packaging. Certain items, such as those marked as final sale, gift cards, bespoke products, International orders, and gifts with purchase, are ineligible for exchanges or store credit.

To initiate an exchange or store credit request, the product must meet specific conditions outlined in the policy. The exchange and store credit window is set at 30 days, starting from the date the order is marked as delivered by the carrier. The responsibility for return shipping label costs lies with Sutro Shoes, depending on the specified terms. The exchange or store credit process begins once the returned items are received and inspected by our team. Customer funds may be temporarily held to confirm receipt and verify eligibility, ensuring a fair and secure process and preventing fraudulent or unauthorized returns.

Please be aware that this Exchange and Store Credit processing policy may be subject to change at the discretion of Sutro Shoes. Any updates will be communicated to customers through appropriate channels. By continuing with a purchase, you acknowledge and agree to abide by the terms outlined in this exchange and store credit processing policy.

To submit an exchange or store credit request, please provide your order ID and shipping address through our exchange portal. Due to increased order volume and our commitment to meticulous inspection for product quality, the processing time for your refund or exchange may extend up to 3 weeks. Your understanding and patience during this period are greatly appreciated.

Incomplete Orders / Missing Items Policy

Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Sutro Shoes will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.

Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Sutro Shoes can confirm that the order was sent out with missing items or components.

This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.

Chargebacks Policy

At Sutro Shoes, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:

Discounts Policy

At Sutro Shoes, we believe in providing exceptional value to our valued customers. To enhance your shopping experience and reward your loyalty, we offer the following discount policy:

We frequently run promotional campaigns and offer discounts on selected products or categories. These discounts may be communicated through our website, email newsletters, social media channels, or other marketing channels. Promotional discounts may be percentage-based (e.g., 20% off) fixed amount-based (e.g., $10 off), or presented as offers for gifts with purchase.

During special occasions and festive seasons, we may hold seasonal sales events. These events feature attractive discounts and special offers on a wide range of products. Keep an eye out for our announcements to take advantage of these limited-time opportunities.

For bulk purchases or orders exceeding a certain quantity, we offer volume discounts. These discounts are designed to provide cost savings for businesses, organizations, or individuals making large purchases. Please contact our customer support team for more information on volume discounts.

Periodically, we may introduce special offers in collaboration with our partners or as part of strategic initiatives. These offers could include bundle deals, buy-one-get-one-free promotions, or special discounts on specific products. Stay tuned for these exciting opportunities!

Coupon codes are periodically issued by Sutro Shoes. These codes can be applied during the checkout process to avail additional discounts on eligible products or orders. Coupon codes may be distributed through various marketing channels or as part of exclusive promotions.

Production process & Materials

Where are your materials sourced?

We source our leather from small US farms where cows roam free. Because of this, the hides we source have scratch marks, insect bites, as a result of the natural occurrences that transpired during the animal’s life. We believe this is what gives character to the leather and tells a unique story. So instead of hiding all the natural marks, we maintain these imperfections and the integrity of the leather through a custom-made double tanning process. This process is also in line with our aim at lowering our Carbon Footprint. Keeping leather as natural as possible avoids a large dump of chemicals on leather.

What types of leather do you use?

We use 16 mm thick, full-grain leather for the upper and full glove leather lining. A custom Vegetal re-tanning process infuses natural oils and waxes in the leather fibers. Using substances such as beeswax and tree bark gives durability and rich patina that gets better with age. We partner with the most renowned tanneries in the US and Mexico to ensure that not only our leathers are sourced from boutique farms, but that they comply 100% with U.S. Environmental & Chemical requirements.

What are the marks we see on the leather?

Our hides come from boutique farms where cows roam in pastures. As a result of natural events that occurred during animal’s life, you will see freckles, insect bites, scratch marks, birth defects, etc. This is a feature of natural leather and is a way to distinguish natural tanning from over worked and over processed tanning.

Why are there different tones from one pair to another?

Different parts of the leather have different pores and fibers that do not absorb cream uniformly. In addition, creaming and burnishing is done by hand. This gives way to beautiful highs and lows which is a mark of true handcraft.

Why do some colors on the site look different from one another?

All Sutro products are handcreamed and polished using natural creams and polish. As a result, no two boots look the same. The variations in the tone are a testament to the nature of handcraft.

Where are Sutros made?

Sutro is manufactured in Leon, Mexico, in a third-generation factory alongside the most reputable handmade brands in the market. This factory specializes 100% in handcraft footwear and nothing else.

What is Sutro's tanning process?

In line with our hand-crafted boots, Low-Carbon Footprint, and respect for nature, we have adopted a custom-made process with Vegetal re-tanning. This process infuses natural oils & waxes (i.e. palm oil & beeswax) into the leather fibers. The oils lubricate and hydrate the leather, while the wax reacts with exposure to the environment and with time develops a rich patina that looks better with age.

Vegetable tanning is the only tanning process that affords highs and lows in the leather tone. We avoid the dump of harmful chemicals on our leathers and keep the leather as chemical-free as possible. We showcase the life of the animal by displaying the marks, scratches, insect bites, all imperfections of its life.

In the Chrome tanning process, chemicals "correct" or smooth all the wrinkles. That is why all Chrome/ Chromexcel leathers are smooth. Also due to the chemicals used in this tanning process, it is impossible to cream and burnish Chrome leathers. Therefore, the leather is always mono-tone.

Why are there different textures on a pair of boots?

Each part of the boot is cut from a different area of the hide. Depending on the part, you will notice more or less wrinkles. In general, the back part has less wrinkles, the side and stomach have more. We use all parts of the hide that complies with our standard 16 mm thickness.

Can I customize a pair?

Due to limited production, we don’t have a set ongoing customization option, however we are always open to suggestions and feedback. Have the perfect boot in mind? Share your ideas with us!

How do I care for my Leather Shoes?

All of our shoes are made with Grade A full-grain leather and are treated with natural creams and oils to showcase, rather than to hide, the variations of tones and imperfections in the leather. The magic is in the leather itself. The water-based cream was made exclusively for your Sutros and may not have the same result as with other shoes.

After some time, you may start to see some wear and dullness in the leather, depending on how often you wear them. One of the common things that happen to Sutros over time is what we call the "Sofia Effect." Beeswax is used as a lifetime conditioner during the tanning process. Over time, some of the wax moves closer to the surface of the leather, as a result, a white "film" will start to coat the leather. This "film" can easily be removed by rubbing (not scrubbing) a dry soft cloth in a circular motion. The heat generated by rubbing motion will activate the wax back into the leather.

Our leathers are mostly Vegetable dyed, which means they are not waterproof. Protect them by using any waterproof spray. Try Apple Brand Garde Rain & Stain Water Repellent, Bickmore Gard-More Water & Stain Repellent, or Cadillac All Weather Shield-Leather & Fabric Protec.

Your shoes are an investment intended to last years. To lengthen the lifespan of your Sutros, use our Leather Care Kit to restore and bring your boots back to life.

Sizing Guide

Do all Sutro shoes fit true to size?

All our lasts are on Standard / Medium / “D” width lasts. For more information, please refer to the size guide provided for each style.

What if I’m between sizes?

What if my feet are wide?

How long does it take for the leather to break in?

We use thick, beefy leathers and our custom-made double tanning process allows the leather to be soft and supple which reduces the break-in period considerably. We suggest wearing your boots with thin socks around the house for 2 hours at a time, 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.

Why are so many sizes out of stock?

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 anyone else!

How do I determine my size?

To measure your foot length, stand on a leveled 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. Place an object with a flat edge straight across your toes with the edge touching the tip of your longest toe. Take the measurement from the ruler where the flat edge crosses. This is your foot length measurement.

Tip: Do this preferably in the afternoon, when your feet are tired and tend to swell up a bit.

What if my feet are narrow?

If you have a narrow foot, we suggest ordering your true size, not ordering down as sizing affects length, not width. We suggest wearing thicker socks or thinner insoles (ie Dr. Scholl’s).

All men’s products come with removable insoles in case you have a high insole that creates tightness on the top of your feet.

What if you don't offer my size?

Simply fill out the "Notify When In Stock" notification that pops up when you click on an out-of-stock item. We will notify you when your size is made and back in stock!

I just received my shoes. How do I know I bought the right size?

Try your boots on later in the day because that is when your foot has expanded and tends to be at its largest. Your foot should fit snugly 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 comfortably.

Note: In Sutro, we use thick outer leather & full grain lining. While this ensures durability, allow some time to break the leather in.

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