Frequently Asked Questions
General
Do your products come with a guarantee?
All goods are guaranteed to be free from manufacturing faults. It is the purchaser’s responsibility to ensure the product is suitable for their intended use and performance requirements.
How can I contact San Leo Shoes?
You may email or WhatsApp us using the link on our store page. Alternatively, you can call +6011-3326 3236 or fax +603-9130 3236.
How long does it take to receive a response?
We aim to respond to all enquiries within 1–2 business days.
Orders
How do I place an order?
Browse our store, add items to your shopping cart, and proceed to checkout. You will be asked to provide the required details to complete your order.
Can I change or cancel my order after placing it?
Once an order has been submitted, it cannot be changed or cancelled. Please double-check your size and shipping details before completing your purchase
What does “Made to Order” mean?
Made-to-Order items are manufactured specifically at each customer’s request.
How long do Made-to-Order items take?
Production typically takes 4–6 weeks.
Are Made-to-Order items returnable?Item #5
No. All Made-to-Order items are non-returnable and non-refundable.
Do you offer shoes in odd sizes?
Yes, selected styles can be made in odd sizes. Production takes 4–6 weeks, with an additional charge of RM 35.
Product Information
Do you offer shoes in odd sizes?
Yes, selected styles can be made in odd sizes upon request.
How long does it take to make odd-size shoes?
Odd-size shoes take approximately 4–6 weeks to manufacture.
Is there an additional cost for odd sizes?
Yes, an additional charge of RM 35 applies.
Are all styles available in odd sizes?
No. Availability depends on the shoe design and construction. Please contact us before placing your order to confirm.
Can I order shoes with outdoor soles?
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How long does it take to add outdoor soles?
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Is there an extra charge for outdoor soles?
Yes, an additional charge of RM 30 applies.
Is there an alternative to built-in outdoor soles?
Yes, you may purchase stick-on outdoor soles and apply them to any of our dance shoes for outdoor use, such as weddings.
Shipping & Delivery
How long does order processing take?
In-stock items take approximately 3–7 business days to process before shipping. Expedited orders enter the shipping queue within 3 business days
Do you ship on weekends?
No, we do not ship on weekends.
How do pre-orders work?
Pre-orders ship once inventory arrives. Estimated shipping time is 4–6 weeks from order placement.
What happens if I order in-stock and pre-order items together?
For domestic orders, items may be shipped together or split into no more than two shipments. International orders are shipped together.
Can I change my shipping address?
Address changes can be made before the item is shipped. Once shipped, we cannot redirect packages.
Purchase & Made-to-Order FAQs
How do I make a purchase?
Browse our store, add your selected items to the shopping cart, and proceed to checkout. You will be asked to provide the necessary details to complete your order.
What does “Made to Order” mean?
“Made to Order” items are produced specifically for each customer after an order is placed.
How long do Made-to-Order items take?
Made-to-Order items take approximately 4–6 weeks to manufacture.
Is there an extra charge for Made-to-Order items?
Some Made-to-Order styles may include a small surcharge due to custom production.
Can I change or cancel a Made-to-Order item?
Once a Made-to-Order purchase is placed, no amendments can be made after 1–3 business days.
Are Made-to-Order items returnable?
No. All Made-to-Order items are non-returnable.
What if I’m unsure about sizing or fit?
Some styles may fit differently in width or length. If you have any questions, we recommend contacting us before placing your order.
Size FAQs
Do you offer shoes in odd sizes?
Yes, we can make selected shoe styles in odd sizes upon request.
How long does it take to make shoes in odd sizes?
Shoes made in odd sizes take approximately 4–6 weeks to manufacture.
Is there an additional cost for odd-size shoes?
Yes, an additional charge of RM 35 applies for odd-size production.
Are all shoe styles available in odd sizes?
Not all styles are available in odd sizes. Availability depends on the design and construction of the shoe. Please contact us before placing your order to confirm availability.
Can I cancel or return odd-size shoes?
Shoes made in odd sizes are considered custom-made and are non-returnable and non-refundable once production has begun.
How do I make sure I choose the correct size?
We recommend carefully reviewing our size guide and contacting us if you are unsure. Some styles may fit differently in width or length, and our team will be happy to advise you before you place your order.
Return and Refund Policy
Can I return or exchange my order?
Returns are subject to our policy. Made-to-Order, odd-size, and custom items are non-returnable.
What happens if my order is shipped to the wrong address?
We are unable to refund or replace orders shipped to an incorrect address provided by the customer.
What if my item is faulty?
If your item has a manufacturing fault, please contact us and we will assist according to our guarantee policy.
Reaching Us
If you need to reach us, please email or WhatsApp us using the link on our store page. Alternatively, you may call us at +6011-3326 3236 or fax us at +603-9130 3236.
We aim to respond to all enquiries within 1–2 business days. If you have a query that requires immediate attention—such as amending or cancelling an order—we recommend calling us so we can assist you as soon as possible.
Important Notes
- Items must be unused and in their original packaging to qualify for a return.
- We do not accept returns for minor defects, changes of mind, or personal preferences.
- San Lee Shoes reserves the right to decline any return requests that do not meet our policy.