ABOUT ROSS & SNOW
Q: What's the brand all about? What makes you different?
We are the only luxury fashion brand to come out of Las Vegas. Our founders and CEO are all veterans in the footwear industry. Our relationships with these artisans allowed us to partner with the world’s finest factories and tanneries, the same as couture brands, which is unheard of for a new brand. We are able to offer the highest quality products at a much more reasonable price point because we skip the middleman, and we believe that you deserve better. We also believe that you shouldn’t need to compromise fashion for functionality, and vice versa. We partnered with Vibram®, and offer select styles with the Vibram® Arctic Grip sole, making high fashion functional in all weather, and non-slip on wet ice.
Q: Where and how are Ross and Snow products made?
Our design and leadership team are all based Las Vegas. All Ross & Snow products are made in family-owned factories just outside Florence, Italy. We partner with factories and tanneries that abide by the highest ethical and sustainability standards in the European Union. All of our materials are byproducts of the food industry.
SIZING, FIT & DETAILS
Q: What sizes do Ross & Snow styles come in?
Women's come in full and half sizes 5-10, full sizes 11 and 12. Men’s come in full and half sizes 7-12, full sizes 13, 14, and 15. All shoes come in standard width. Any style specific sizing details can be found on the product page.
Q: Your footwear is made in Italy, so how does that affect sizing?
Ross & Snow is made in Italy, but our American designers designed 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 slippers. If you plan to wear socks with the shearling insoles, you may consider sizing up ½ to full size depending on the thickness of your socks. All cashmere products are an American ‘one size fits all’.
Q: I am not familiar with US sizing. Do you have a conversion chart?
Absolutely! See the chart HERE. Keep in mind that the foot is three dimensional, and this chart is simply a guide.
Q: Why do I wear one size in Ross & Snow and another size in a different brand?
The foot is three dimensional, and each country uses a different method to size shoes based on lasts* and outsoles. Our size chart is specific for shearling lined shoes and has been field tested on hundreds of models.
*A 3 dimensional wooden mold upon which a shoe is constructed.
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?
Actually, with shearling of this quality, it’s best to wear thin socks, or even no socks, for maximum comfort and proper temperature regulation. Natural shearling is moisture wicking and breathable. If you plan to wear socks with the shearling insoles, you may consider sizing up a ½ or full size depending on the thickness of your socks.
Q: Will the shoes stretch?
Naturally, leather will give and form to your foot with wear. The twinface shearling in our slipper line is inclined to stretch with use.
Q: What is SuPreen®?
SuPreen®, noted with SP, is our patented hydroguard weather-proofing technology specifically designed for nubuck, suede, and leather. The synthetic polymers repel moisture and mud while maintaining the same soft, supple feel of your favorite footwear!
Q: Are Ross & Snow styles water or weather-proof?
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 select styles have waterproof leathers and are noted on the product pages.
Q: What are the Vibram® Arctic Grip outsoles?
Some of our styles also include Vibram® Arctic Grip outsoles designed to perform on slippery, wet ice. Arctic Grip is the most advanced cold weather gripping system Vibram® has ever created, so you can tread everywhere in confidence!
Q: What is the difference between water and weather-proof?
All of our products are weather-proof. Some are waterproof. The difference, is waterproof styles are seam sealed, and water will not seep into the boots, no matter how long they are submerged in water. They also tend to feel more stiff on the outer part of the boot. Our weather-proof boots are appropriate for light rain and other less adverse conditions. We recommend treating your weatherproof (SuPreen®) boots with your favorite weather-proofing spray every season.
Q: Will dyed product stain your skin?
Alike to dark, new jeans, there is always a possibility of some dye transfer; however, it is temporary if it happens at all. If you do find that dye has transferred to your skin, we recommend using a mixture of rubbing alcohol and soap to remove. Our specialty leathers and shearlings are one of a kind and no two materials will be alike.
Q: What’s the best way to care for my Ross & Snow shoes or boots?
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 including cleaning and resoling. Depending on your climate and how often your boots are exposed to wet elements, we recommend re-treating any SuPreen® boots with your favorite weather-proofing spray more often.
Q: Is the cloth bag in my shoebox a duster bag for my shoes?
Depending on the style and size of your shoe, it may technically work for that. However, we thought that everyone could use a nice reusable bag. We intended for you to use it at your favorite shop, grocery store, or gifting a bottle of wine to someone you care about. Tag us on social and show us how you use your bag!
Q: Where can I buy Ross & Snow boots and shoes?
The best place to find our most current styles will always be our website. Certain styles are also available on our partner websites Zappos and Nordstrom. Like to see our products in person? Please email email@example.com for the most current list of fine retailers near you.
Q: What payments do you accept?
We welcome Visa, MasterCard, Discover, American Express, PayPal, and AfterPay.
Q: Do you offer a payment option?
We are proud to offer AfterPay. It gives our customer the ability to make purchases now, and pay for them in four equal payments made every two weeks, without any interest.
Q: Is my payment secure?
Q: Why am I being charged tax?
Tax is applied depending on your location within the United States.
Q: Can I purchase a warranty?
We do not offer warranties at this time.
Q: Can I buy additional liners or laces?
You’re seeing into our future! Not at this time, but we are working with our workshops to provide additional laces and sock liners soon.
Q: Do you offer gift wrapping or a gift message?
We don’t offer it at this but hope to in the near future. If you have a special request, please contact us at firstname.lastname@example.org.
ORDERING & SHIPPING
Q: How will I receive confirmation of my order?
You will receive confirmation of your order via email.
Q: Where can I access my order tracking number?
Once your order ships, you will receive an email with shipping details. Create a Ross & Snow account to manage all your information and orders in one place!
Q: Can I cancel an order or make changes after it has been submitted?
If you need to make changes or cancel an order after it has been placed, please contact email@example.com as soon as possible, as your order will be fulfilled and shipped within 24 hours. *(business days only)
Q: What is the standard shipping option?
Standard domestic shipping is complimentary ground for our 48 lower contiguous states. HI and AK cost will depend on location.
Q: How long does shipping take?
Orders may take up to 24 hour to process. Shipping within the continental 48 states takes 1-5 business days, depending on distance. Shipping to Alaska, Hawaii and Canada takes 3-7 business days.
Q: Can purchases be shipped internationally?
We do not ship outside of the United States at this time. Contact firstname.lastname@example.org if you have a special request!
Q: Can I pay to expedite my shipping?
We can’t expedite shipping just yet, but stay tuned!
Q: Can I ship to multiple addresses?
We suggest that you place two separate orders when shipping to multiple addresses.
Q: The shoes I bought just went on sale. Can I get a price adjustment?
We offer price adjustments on items purchased up to 7 days prior to the commencement date of a seasonal sale*. Please note that exact style and size must be available for purchase at the time of request before any adjustment in the price can be approved.
Q: What if the order was damaged upon receipt?
We hope this doesn’t happen, however if you have any issues with your order, contact us at email@example.com.
Q: What is Ross & Snow’s return/exchange policy?
We'll refund/exchange unworn shoes within the first 30 days. Shoes should have no wear or scuff marks on the outer or upper sole and must have original tags and box. We recommend trying shoes on carpet to ensure they fit.
For worn shoes, we'll refund 50% of the original retail price within the first 30 days for use towards another Ross & Snow product. You'll get an electronic store credit, redeemable at our site during checkout.
Q: Can I return my boots to a Ross & Snow retailer?
Not at this time, but don’t worry, we offer free online returns and exchanges.
Q: I am not sure if my boots are returnable.
Simply email us pictures of your boots to firstname.lastname@example.org to start the conversation.
Q: What about an item that I purchased on sale?
We offer returns and exchanges within 30 days on those sale items, too!
Q: Can a gift be returned or exchanged?
If you have the order number and purchaser email, you can initiate the return online. If you are unsure of that information, just contact email@example.com to help get a gift item returned or exchanged.
Q: Is the customer responsible to pay shipping on returns or exchanges?
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?
Once we receive your return, refunds are typically processed within 14 business days from the date the package is received to fully process. Please contact firstname.lastname@example.org for special situations.
Q: When can I expect my exchange item to arrive?
Exchange items ship once the return pair has been received. You will be notified via email once they are mailed out! Please contact email@example.com if you have a special occasion and need them sooner.
Q: How do I return or exchange my order?
Q: Where can I get my return label?
You can locate your return label using the return link here. If you have issues printing your label, your local post office should be able to help.
Q: How do I receive my store credit?
Your store credit will be issued via an electronic gift card that will be sent to you in an email.
Q: What is the benefit of signing up for Ross & Snow email blasts?
By signing up for our emails, you will be the first to see new products, get suggestions on how to style that pair of boots you have been wanting, and even travel guides to some of our favorite global spots.
Q: Do you offer gift cards?
Yes, we offer electronic gift cards in denominations of $100, $250, $500, $750, and $1000.