Frequently Asked Questions
Questions? We've got answers! You can chat with us directly 7 days a week, or email us at firstname.lastname@example.org.
Returns & Exchanges
How do I exchange for a different size or style?
Exchanges are really easy. It's best to chat with us or email us at email@example.com so we can place the exchange for you. Exchanges are always free. We pay shipping in both directions. We do this because a lot of our customers are hard to fit and we know that sometimes it takes more than one try. We prefer to have your foot measurements before you exchange because it helps us get an idea of foot shape and we can make pretty good predictions about whether our shoes will expand enough to accommodate your feet. Bonus! We don’t even make you wait for the other pair to get back to the warehouse. As soon as you get your return label, we will set up the exchange order so it ships out the next business day. If you need us to mail you a return label, just ask. We’re happy to do it.
What if I just want to return and not exchange?
If you don’t want to exchange, you can ask us to create a label for you, or, if you want to create your own label you can get a return label here. The return shipping is paid by Pandere, but we will deduct $9 per pair from your refund. We do this in part to disincentivize people from buying lots of pairs of shoes to try as opposed to going through our sizing process. We feel that our sizing process is a better way to get the right size to you. And if we didn’t get it right the first time, we have a great exchange policy! We’ll send your exchange pair out as soon as you get your return label. You can read full details on our return policy are here.
How long do I have to return?
You must request a return label within 30 days of purchase. We are unable to process return items after 30 days. You have 14 days after you receive a return label to drop them off at any post office. (Some return labels are UPS and must be dropped off at a UPS drop off location.) Shoes must be unworn and in new re-sellable condition with the original box to be eligible for a refund. For more information you can find our return policies here.
Sizing & Customization
What sizes do you offer?
It depends on the style but generally, our closed-toe extra-wide collection goes from a mens 4/womens 6 go up to a mens 13/womens 15.
In women’s wide styles we go from size 6 to 12.
What measurements do you need?
You can find measuring instructions right here. Its just 4 foot measurements (easy!). When you input your measurements, there are also 4 additional questions that will help us get the right size. We will want to know if you have any medical conditions that impact fit so that we know what issues you are dealing with. We ask your gender because we can size you better if we know whether you’re usually wearing men’s or women’s sizes. We like to know your age because the needs of someone in their 20s are pretty different from someone in their 80s. And we want to know the shoe size you’re wearing currently. The shoe size you’re wearing now can help us identify inaccurate measurements. f you have additional measurements you’ve taken, feel free to add additional information. We read EVERYTHING you write!
The sizing form isn’t working for me. What do I do?
You can always email your measurements to us directly. We will email back with follow-up questions so that we have all the information that we need. Email us at: firstname.lastname@example.org. The form works for most people. Sometimes security settings can interfere with forms and submission. If you’re having a problem like this, just email us and we can enter measurements manually.
My feet are two different sizes. Can I buy two different sizes?
We are not able to offer split sizes (2 shoes of different lengths). Remember though, that most people’s feet are not the same length. Differences of up to a ½ size are normal and quite common. What our shoes are specifically designed to do is to accommodate two feet that are different foot volumes. This is the unmet need in the shoe industry and for millions of people all over the world.
There are millions of people who have one swollen foot and one normal foot. Think of anyone who’s just had surgery, or has a medical condition that causes swelling on one side. Some people just have anomalies in their foot shape on one side. So we set out to design a shoe that could work for these situations, mainly because absolutely nobody was doing it!
While width sizes do take into account volume and typically provide a roomier shoe as the width sizes get larger, there is no measurement at all in the footwear industry that measures volume itself. Our patent is based on the idea that we are unique in the footwear industry in tackling this problem. As a result of not having a 3rd dimension for foot volume, we have developed our own proprietary sizing process that predicts if our shoe expansion will accommodate your foot shape. It’s not perfect, but we have found great success in this methodology. This is one of the best features of Pandere shoes. We call it our superpower!
Do the shoes have removable insoles?
All of our closed toe shoes have removable insoles. They are designed to be easily replaced to fit a custom orthotic or other commercial orthotics. Our sandals do not yet have removable insoles.
Will Pandere shoes fit over bandages or wraps?
Our shoes are designed to accommodate swollen feet and compression garments. If you are doing full traditional bandaging for decongestive therapy and using all of the layers including foam, then our shoes are very unlikely to accommodate this situation.
Having said that, once you’re done with the full decongestive treatment, there are some people who do modified bandaging that doesn’t include the thick foam layers. An example might be if you are bandaging over a garment like the Jobst Relax garment. Depending on the volume of your foot, some people can get our shoes over a thinner bandaging system. There are all kinds of different strategies for bandaging and reduction and our goal is not to meet every single strategy but for our shoes to accommodate the most common scenarios. Our current focus is to accommodate people who wear compression socks or stockings with the hope that some people with lighter bandaging can also find our shoes useful.
If you wear bandages, the easiest way to find out if our shoes will accommodate you is to take measurements while wearing the bandages and input them into our sizing tool. If you are currently in treatment and would like to know how much reduction you still need to fit into our shoes, we can usually give you a pretty good idea, and then you and your therapist can have this as a goal to work on together.
I wear a brace. Will these shoes work for me?
In many cases, yes. Braces can be really tricky to fit though so we would suggest you go through our sizing process and provide measurement with the brace on. Braces can really take up a lot of room depending on the brace you’re wearing.
Orders & Shipping
How should I expect shipping to take?
Our warehouse is in St. Louis, MO which is usually 3-7 days to most of the US. Shoes ship out the following business day after your order is placed. If you are ordering for in time to arrive for a holiday, please allow 2 weeks for shipping. For Alaska, Puerto Rico, and Hawaii, shipping times now are 2 weeks. For holiday's, please add additional time.
How do I talk to someone on the phone?
We are available 7 days a week by chat. When you are chatting, you’re talking to a live Fit Specialist (actual human!) who is knowledgeable about all of the medical conditions that bring customers to our website. Chat is very efficient for answering questions. With chat, we have the ability to direct you to links that resolve your questions quicker than by phone. We do not offer telephone support but we answer emails and chat 7 days a week.
Can I place an order on the phone?
All orders are handled on our website and not by phone. Our Shopify platform provides the most security features for both sides of the transaction. Many companies no longer take credit cards over the phone as it is no longer the best practice. We do not take credit cards over the phone. Fit specialists are not able to take credit cards or process payments. If you have any trouble at all, chat with us or email customer service:email@example.com.
My therapist told me about your company.
Outstanding! We would really like to send a thank you to your therapist and provide them with handouts or other tools they might need. Please let us know who your therapist (PTs/OTs/CLTs, or Podiatrist, or Pedorthist, or Orthotist, or Prosthetist, or Cardiologist, or any other clinician you are working with)! We have noticed a huge increase in clinicians reaching out to us and recommending our shoes to their patients. We know this is largely because our customers have been telling their clinicians how great our shoes are!
Things are about to get better. Welcome to Pandere.
ENJOY WORRY-FREE SHOPPING WITH FREE EXCHANGES!