Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: April 2025
1. General Questions
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2. Product Questions
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3. Payment Questions
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4. Shipping Questions
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5. Contact Questions

1. General Questions

what is your return policy?

We want you to be completely satisfied with your purchase. We accept returns on all unworn items within 30 days of the delivery date. Please note that for change-of-mind returns, the customer is responsible for return shipping costs to our US facility in New Jersey. To start a return, please contact us at customer@gildedcadence.com.

how do i track my order?

Once your order has shipped (typically 1-3 business days after order placement), you will receive a tracking number via email. You can use this number to track your order on our website’s "Track Order" page or through the carrier's official website.

can i cancel or modify my order?

If you need to change or cancel your order, please contact us immediately at customer@gildedcadence.com. We can only process changes or cancellations if the order has not yet entered the fulfillment process at our manufacturing facility.

do you have a physical store?

Currently, we operate as a direct-to-consumer (DTC) online boutique to ensure the best value for our customers. While we don't have a brick-and-mortar storefront, we provide detailed size guides and a clear return policy so you can shop with confidence.

2. Product Questions

what size should i order?

If you know your Brannock device size, please order accordingly. If you have formal shoes from other high-end brands, you can refer to that sizing. Every product page includes a detailed Size Guide. If you need a personalized recommendation, please reach out to our team.

what materials are used in your shoes?

We use premium materials, including full-grain leather and technical fabrics. Specific material details for each style are listed on the product page under the "Details" section.

how do i care for my shoes?

To ensure your Gilded Cadence shoes last a lifetime:

Clean mud or liquids off as soon as possible with a soft cloth.

Hydrate the leather regularly with high-quality shoe cream.

Use shoetrees to preserve the shape when not in use.

Store them in the provided dust bags in a dry, cool place away from direct heat.

can i see this product in other colors?

If the product is available in other colors, they will be listed on the product page. If you don't see the color you're looking for, please contact us and we will do our best to assist you.

3. Payment Questions

what payment methods do you accept?

We accept a variety of secure payment methods, including Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.

do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Shop Pay is a payment option that allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score. In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase. Read more about Shop Pay here.

is my payment information secure?

Absolutely. All transactions are processed through SSL-encrypted gateways, and we never store your full credit card information on our servers.

4. Shipping Questions

where do you ship from?

Our headquarters and design team are based in Boulder, Colorado. To provide premium handcrafted footwear at accessible prices, orders are shipped directly from our specialized manufacturing partners in China and Vietnam.

how much does shipping cost?

Standard Shipping: $19.90 for orders under $100.00.

FREE Shipping: For all orders of $100.00 and above.

how long does shipping take?

Total delivery time consists of:

Processing Time: 1-3 business days.

Transit Time: 7-15 business days.

Note: Most customers receive their orders within 14-18 total days.

do you ship to p.o. boxes?

To ensure safe and trackable delivery, we do not support shipping to P.O. Boxes or APO/FPO addresses. Please provide a physical residential or business address.

5. Contact Questions

how can i contact customer service?

You can contact us by sending an email to Customer@gildedcadence.com or through the online chat tool on our website.

what are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

how can i provide feedback?

You can reach us via:

Email: customer@gildedcadence.com

Phone: +1 (302) 330-7514

Online Chat: Available on our website during business hours.