Delivery & returns

Delivery to the USA - sent from USA

Shipping within the USA via UPS Ground 2-5 business day service is calculated by the following zone options relating to the order contents:

 Please Click here for a listing of all cities/countries within their Zones and shipping rates.

For example: A pair of Shoes and Trip Clips that will be shipped to Nebraska will cost $17 for delivery. This will follow zone 4 which comprises $15.00 for the shoes and then an additional $2.00 for the Trip Clip, which is classed as an item that is less than 3lbs.

2 pairs of shoes that is being shipped to Nebraska would require shipping of $23.00 - $15.00 for the 1st pair, $8.00 for the 2nd.

Shipping within the USA via UPS 2^nd Day Air service is calculated by the following zone options relating to the order contents

  Please Click here for a listing of all cities/countries within their Zones and shipping rates.

For example: A pair of Shoes and Trip Clips that will ship to Minnesota will cost $26 for delivery. This will follow zone 3 which comprises $22.00 for the shoes and then an additional $4.00 for the Trip Clip, which is classed as an item less than 3lbs.

2 pairs of shoes being shipped to Minnesota would require shipping of $34.00 - $22.00 for the 1st pair, $12.00 for the 2nd.

Shipping via USPS Priority Mail (Domestic) service is calculated by the following zone options relating to the order contents

  Please Click here for a listing of all cities/countries within their Zones and shipping rates.

For example: A pair of Shoes and Trip Clips that will ship to Hawaii will cost $22 for delivery. This will follow zone 6 which comprises $18.00 for the shoes and then an additional $4.00 for the Trip Clip, which is classed as an item less than 3lbs.

2 pairs of shoes being shipped to Hawaii would require shipping of $26.00 - $18.00 for the 1st pair, $8.00 for the 2nd.

*Please be advised, We do not offer USPS Domestic shipments for the US anymore and only for the following listings: Alaska, Hawaii, US Armed Forces and PO Boxes. Also all tracking numbers provided within the email confirmation is NOT a tracking number. Unfortunately when using USPS, there is no way for Terra Plana to track any packages and one would have to contact USPS.com customer service rep to inquire about shipped items. We apologize for any inconvenience. If you have any questions or concerns, you can reach us at 212 274 9000 ext. 2 Monday - Friday 10:00am to 5:00pm EST or you can email us at ecommerceusa@terraplana.com.

Delivery to Canada, South America and Mexico - sent from USA
Items shipped Canada, South America and Mexico will be sent via USPS Priority Mail International 14-21 business day service. Shipping is calculated by the following zone options relating to the order contents:

  Please Click here for a listing of all cities/countries within their Zones and shipping rates.

For example: A pair of Shoes and Trip Clips that will be shipped to Canada will cost $32.00 for delivery. This will follow zone 1 which comprises $25.00 for the shoes and then an additional $8.00 for the Trip Clip, which is classed as an item less than 3lbs.

2 pairs of shoes being shipped to Canada would require shipping of $33.00 - $25.00 for the 1st pair, $8.00 for the 2nd.

Delivery timeframe to Canada, South America and Mexico: Items shipped to Canada, South America and Mexico will be sent via USPS Priority Mail International 14-21 business days.

Please be advised, tracking number provided within the email confirmation is NOT a tracking number. The number that is provided is only a Processed Delivery Confirmation number. Unfortunately when using USPS International, there is no way for Terra Plana to track this package and one would have to contact USPS.com customer service rep to inquire about shipped items. We apologize for any inconvenience. If you have any questions or concerns, you can reach us at 212 274 9000 ext. 2 Monday - Friday 10:00am to 5:00pm EST or you can email us at ecommerceusa@terraplana.com.

Shipping Liability:

Terra Plana ships all domestic orders via the United Postal Service (UPS) and all international orders via United State Postal Service (USPS). All domestic orders sent via UPS will be issued their order tracking number. International orders are not issued a tracking number unless customer requests for insurance and delivery confirmation. If that request is made before order is dispatched a tracking number will be issued. Terra Plana is not liable for items lost, stolen or damaged in the mail and upon delivery of merchandise to the carrier, you will assume the risk of loss and title for the merchandise. You are responsible for any additional shipping charges and fees incurred from customs clearance including any duties and additional taxes.

If for any reason you are not completely satisfied upon receiving your order, you have 30 days form original transaction date to return the UNWORN ITEMS for a refund or exchange. This does not affect your Statutory Rights. The customer is responsible to pay for the return shipping back to Terra Plana but if you ask for an exchange we will pay to post any goods we send back out to you. You will be refunded the full amount for the goods (postage and packing will not be refunded) when requesting a refund.

IMPORTANT NOTES 

-The item(s) are unworn and unused: The inside and the soles of the shoe(s) are clean with no obvious signs or odor due to wear.
-The item(s) must be sent back in the same condition in which they were received. Please note all items are inspected prior to shipment. In the case you no longer have the original packaging it should be substituted by one of the same size and may be subject to a restocking fee. Any damage incurred to the shoe box due to packaging labels will be subject to a restocking fee.
-When all conditions are met, Terra Plana will refund the cost of the goods except the initial delivery cost plus delivery to return the item(s). Should you wish to exchange for a style of a lower price, Terra Plana will refund the difference. Should you wish to exchange for a style of a higher price, you will need to pay the difference. If it is an exchange of size, model or color, the second S&H charge from Terra Plana to the customer will be free.

There are two main ways to return goods to us;

Return via USPS Priority Mail - this option requires you to re-pack your goods and take them to your local Post Office where you will need to request to send the goods back using the relevant service. You will find our address on the top left hand corner of the label on your shipment box.

Return via UPS Ground - this option requires you to re-pack your goods and take them to your local UPS Store where you will need to request to send the goods back using the relevant service. You will find our address on the top left hand corner of the label on your shipment box.

Canadian, South American & Mexican Customers - please use your local postal service where you will need to request to send the goods back using the relevant service. You will find our address on the top left hand corner of the label on your shipment box.

Whichever option you choose – don’t forget to include your returns form so we know who the parcel is from!
If you have any queries please call us on 1-212-274-9000 ext 2 and one of our helpful team will be happy to advise you. You can also e-mail ecommerceusa@terraplana.com.

We will be happy to offer you a refund or exchange.

IMPORTANT NOTE: insoles are final sale. No exchanges or refunds on insoles.

In order to return or exchange you should verify that your order complies with the following:

If these conditions are met, Terra Plana will refund the cost of the goods except the initial delivery cost. Should you wish to exchange for a style of a lower price, Terra Plana will refund the difference. Should you wish to exchange for a style of a higher price, you will need to pay the difference. If it is an exchange of size, model or color, the second S&H charge will be free. Once we have received a return we will refund you the total amount of the cost using the original method of payment, minus the postage charges. If the return or exchange takes place due to a manufacturing fault or quality defect by Terra Plana, the total amount of the shoes will be refunded.

Please note it may take up to a week to process a refund or exchange. In the case of authorized returns, the amount paid will be refunded.

How to return your order

Should you need to return an item, please follow the instructions below. If you have any questions or need assistance, please call us Monday to Friday from 11 am to 7 pm Est., Tel.: +1 212 274-9000

You may cancel an order the same day it was placed before 5:00pm EST. Upon cancelling an order after it has been processed and/or dispatched a restocking fee will be charged. This fee will be 5% of your total cost including shipping fee.

If the order has been "Dispatched" and you no longer wish to keep, one must await the arrival of the item. Follow the instructions on the back of the invoice requesting a refund. The original shipping fee + additional shipping fee to send back to Terra Plana will not be reimbursed.

Terra Plana wants to do right by you

Terra Plana is a young company making innovative shoes with sustainable concepts. We have a young and dynamic team taking on ambitious projects and are driven by the fact that conventional shoes are bad for you and bad for the world...  Terra Plana are trying to shake up the shoe world for the better - and it's a big job.  There are one or two big companies doing great things but by and large most shoes are still made up from many components and still use heavy metals in tanning and toxins in glues, plastics and metals.

It isn't easy making sustainable shoes and we don't always get it spot on - but we are most definitely passionate and trying hard.

The least sustainable thing we can do is make shoes that break or fall apart. It is vital to us that we learn from any mistakes we have made and the shoes are properly recycled. So we would like to offer anyone that has bought a pair of Terra Plana shoes since 2008, and has unfortunately found them faulty, an opportunity to exchange them for a new pair. *

It is very important to us that you love our shoes and get a good life out of them.  

We believe in what we're doing and we're learning fast.  We hope you'll stay with us on the exciting journey ahead - one step at a time.

Please click here to read our full quality promise

Please note should your credit or debit card have insufficient credit, we reserve the right to invoice you for the costs incurred in making requests for payment.

Goods remain the property of Terra Plana until payment has been received in full.

 UPS & 2nd Day Air shipping zones.

 USPS Priority International shipping zones.

Shipping Cost: