Section A: If The Shoe Fits
Q: Your footwear is made in Italy, so how does that affect sizing?
A: Ross & Snow is made in Italy, but our American designers have created the line to run true to US sizing. Unless otherwise noted in the sizing guide provided for each product, this is true for all styles, even the high heel boots and the slippers.
Q: Normally, I buy winter boots/shoes in a half size larger to accommodate thicker socks. Do I need to worry about that with Ross & Snow footwear?
A: Actually, with shearling of this quality, it’s best to wear thin socks, or even no socks, for maximum comfort and proper temperature regulation.
Q: What sizes do Ross & Snow styles come in?
A: Women's come in half sizes 5-9.5, whole sizes 10, 11, and 12. Men’s come in half sizes 7-11.5, whole sizes 12, 13, 14, and 15.
All of our shoes and boots come in standard width.
Q: What’s the best way to care for of my Ross & Snow shoes or boots?
A: The best way to care for fine shoes is to develop a relationship with a reputable local cobbler. He or she will be able to give you the most personalized information for your shoe’s specific materials.
Q: What about Ross & Snow in the snow? Waterproof? Water resistant?
A: Our winter footwear line was designed with a rugged functional grip, so you will be steadier on your feet than with most other luxury footwear. Certain styles, noted with an "SP" in their title, are treated with a patented technology we call SuPreen, to ensure they are weather proof and water resistant. Some of our style also include Vibram Arctic Grip outsoles which will help you not slip in icy conditions.
Q: What’s this bag that came with my shoes?
A: Don’t try to stuff your shoes in there. Thinking everyone can use a nice bag, we actually intended for you to use it at your favorite shop, grocery store, or gifting a bottle of wine to someone who actually deserves it.
Section B: I’m Sold! But How Do I Pay?
Q: Where can I buy Ross & Snow boots and shoes?
A: You found the best spot for the most up to date styles... our beautiful website! Certain styles are also available on our partner websites Zappos and Nordstrom. Like to see our products in person? Check us out in these fine locations.
Q: What payments do you accept?
A: We happily welcome Visa, Mastercard, Discover, American Express, Paypal and Amazon Pay with open arms.
Q: Can I buy additional liners or laces?
A: You’re seeing into our future. Not at this time, but check back with us!
Section C: Ship In or Ship Out
Q: How long do orders take to process?
Q: What is the standard shipping option?
A: Standard domestic shipping is free FedEx Ground. HI and AK will depend on location.
Q: Will standard shipping be complimentary?
A: For our 48 lower contiguous states, shipping is on us. Sorry, Hawaii and Alaska. Gotta pass the shipping costs along.
Q: Can purchases be shipped internationally?
A: At this time we do not ship outside of the United States
Section D: Shoe Dreams Crushed? Let’s Fix It.
Q: What is Ross and Snow’s return/exchange policy?
A: Size off or style not quite what you thought? We'll refund/exchange unworn shoes within the first 90 days. Shoes got a little story to 'em? All good. We'll refund 50% of original retail price within the first 90 days, for use towards another Ross & Snow product. You'll get your dough in the form of store credit, redeemable at our site during checkout. Start the return process here.
Q: Will the customer receive a refund or a store credit on a return?
A: We'll refund or exchange shoes within the first 90 days.. For worn shoes, we'll refund 50% of original retail price within the first 90 days for use towards another Ross & Snow product. You'll get your dough in the form of a gift card, redeemable at our site during checkout.
Q: Is customer responsible to pay shipping on returns or exchanges?
A: Ross & Snow takes care of payment for returns and exchanges for customers in the contiguous United States.
Q: How long does it take to process refunds?
A: Start your return process here. Once we receive your return at our office, refunds are typically processed within one business day.
Q: Can a gift be returned or exchanged?
A: Already bought the same pair for yourself? Contact our mother goose at email@example.com.
Q: What if the order was damaged upon receipt?
A: Yikes! Contact our mother goose at firstname.lastname@example.org.