FAQ
ORDERS AND SHIPPING
Is shipping free?
Shipping is free above a certain order threshold, which can vary depending on the destination country.
You can view the up-to-date threshold directly in your cart, before completing the purchase.
What are the shipping times?
Shipping times for Kali Shoes® models available in stock are generally 24-72 hours, depending on location.
Many of our boots are handcrafted in Italy by skilled artisans, with a careful and responsible process.
In these cases, production times can vary from 8 to 16 working days, depending on the model ordered and availability.
For any update on your order, you can contact us via WhatsApp or email. Our customer service is available Monday to Friday, from 9:30 to 19:00.
Are purchases covered by warranty?
All our products are covered by the Legal Warranty valid for 2 years for any conformity defects.
In addition, for eligible products, we offer the possibility to make a return within 14 days of delivery. For more details please consult the Returns and refunds page.
We want you to be able to shop with peace of mind and we will always do our best to offer you clear and attentive assistance.
How can I track my order?
When your order is shipped, you will receive the tracking number both via email and via WhatsApp.
How can I cancel or modify my order?
From the moment you place your order you have up to 48 hours to request a modification or cancellation, depending on the order's processing status.
As many of our models are handcrafted on demand, the order may quickly enter production. We therefore recommend contacting us as soon as possible via WhatsApp or by email at info@kalishoes.it.
How do Kali Shoes boots fit?
Our boots generally have a regular fit.
If you are unsure between two sizes or have particular needs, we recommend contacting us before purchasing: we will be happy to help you choose the most suitable size.
What do I do if I'm not sure about the size?
You can write to us before purchasing and tell us:
- the size you usually wear;
- the length of your foot;
- whether you have a narrow, normal or wide foot.
This way we can help you choose the right size more accurately.
Are the boots handmade?
Yes, our boots are handcrafted in Italy by experienced hands.
This allows us to value the quality of artisanal work and to produce in a more careful way, avoiding unnecessary waste.
Can the boots be personalised?
Yes, many models can be personalised.
Depending on the model, you can consider variations of colour, leather, embroidery, heel height or other details.
To understand what can be made, we recommend contacting us via WhatsApp or email.
UNITED KINGDOM AND SWITZERLAND SHIPMENTS
Do you ship to the United Kingdom and Switzerland?
Yes, we ship regularly to the United Kingdom and Switzerland via express couriers.
However, please pay attention: as these are non-EU countries, the order will be subject to customs duties and import VAT, applied directly by the local authorities and charged to the customer.
How much will I pay in duties and VAT for UK / Switzerland?
The amount of duties and VAT varies based on the declared value of the order and local regulations. Approximately:
- United Kingdom (UK): approximately 20–25% of the total order value (20% VAT + any duty).
- Switzerland: VAT 7.7% + any duty + courier customs clearance fees.
The courier (UPS, DHL or other carrier) will contact you via SMS, email or direct link to request payment before delivery.
What happens if I refuse the parcel or do not pay the duties?
If the parcel is refused or not collected due to non-payment of duties, it is shipped back to Italy.
In this case, the following will be deducted from the refund:
- the outbound shipping costs;
- the costs of returning the parcel to Italy;
- any customs charges billed to Kali Shoes.
The duties and import VAT you may have already paid to the courier are not refundable by Kali Shoes: to request a refund you must contact your country's customs authority directly.
Can I make a return from the United Kingdom or Switzerland?
Yes, you can request a return within 14 days of delivery under the same standard conditions.
Please note that:
- the return shipping costs are at your expense;
- any customs charges for the return to Italy will be deducted from the refund;
- the customs duties and import VAT already paid to the courier or the customs of your country are not refundable by Kali Shoes.
For the refund of local duties, you can contact the customs authority of your country directly (UK: HMRC; Switzerland: Federal Customs Administration).
RETURNS AND REFUNDS
How long do I have to make a return?
You can request a return within 14 days of delivery of your order.
To start the procedure, simply write to us at info@kalishoes.it indicating the order number. We will send you all the necessary instructions.
Is the return free?
Return shipping costs are at the customer's expense.
You can freely choose the courier with which to ship the product back, or, if available for your area, request our return label, the cost of which may vary depending on the country of pickup.
What are the conditions for requesting a return?
To make the return, the product must:
- not have been used and/or damaged;
- be returned in the original box and packaging;
- be in suitable condition to be put back on sale.
Can I return an Outlet product?
Yes, Outlet products can be returned within 14 days of delivery, provided they meet the return conditions.
For Outlet items, however, no refund is provided on the original payment method: the amount will be credited as a Kali Shoes gift card, usable on the website.
After making a return, when will I receive my refund?
Once the product has been received and verified, we will process the refund according to the payment method used at the time of purchase.
Crediting times may vary:
- from 1 to 10 working days for payments by card or electronic systems;
- by bank transfer for orders paid by cash on delivery.
The cash-on-delivery fee of €5 is not refundable.
For more details please consult the Returns and refunds page.
SIZE EXCHANGE
Is it possible to exchange the size?
Yes, you can request a size exchange within 14 days of delivery of your order.
To do this, simply write to us at info@kalishoes.it indicating the order number and the desired size.
The product must be returned intact, unused and in original packaging.
Who pays the cost of the size exchange?
The return shipping cost for the size exchange is initially at the customer's expense.
Once the product has been received and verified eligible for exchange, the cost of the return label will be refunded as a Kali Shoes gift card.
What are the conditions for requesting a size exchange?
To request a size exchange, it is necessary that:
- the product to be exchanged has not been used and/or damaged;
- the product is returned in its original box and packaging.
BOOT CARE
How can I take care of my boots?
To keep your boots beautiful for longer, we recommend using specific products for cleaning and protecting the leather.
You can take care of your Kali Shoes with:
- Eco Protector, useful for protecting the leather and creating a barrier against dirt and moisture;
- Eco Clean, ideal for gently cleansing the surface and helping to remove daily dirt.
We always recommend testing the product on a small, less visible area before full use.
PAYMENTS
What payment methods are accepted?
As payment method you can choose between:
- cash on delivery (Italy only);
- PayPal;
- credit or debit card;
- bank transfer;
- Klarna or Scalapay in 3 instalments.
How does payment in instalments work?
Klarna or Scalapay give you the possibility to split your payment into 3 interest-free instalments, to spread the cost of your purchase over time.
It works like this:
- the first payment is made at the time of order;
- the second after 30 days from the first payment;
- the third after 30 days from the second payment.
You can choose debit or credit card as you prefer.
With Klarna and Scalapay you have the flexibility to buy in instalments without any additional interest.
Can I also pay for the order on delivery?
You can place an order on Kali Shoes® and pay in cash on delivery with a small supplement of €5 for the service provided by the courier.
The cash-on-delivery service is only available for shipments within Italy.
If you are not in Italy, you can use the other payment methods available, including Klarna, Scalapay, PayPal, credit/debit card or bank transfer.
HOW TO CONTACT US
To get in touch with us, you can use:
- the chat on the website www.kalishoes.it;
- the email info@kalishoes.it.