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, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.

how do i track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

can i cancel or modify my order?

Order Changes & Cancellations 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 been shipped.

do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.

2. Product Questions

what size should i order?

If you know your Brannock device size (the measuring tool you see in shoe stores), please order according to that size. If you don't know this size but have formal shoes from other high - end brands, you can refer to the size of those shoes. For reference, you can check our detailed size guide to get in - depth information about our different shoe lasts and styles. The size chart on each product page provides common size conversions, and each product description contains useful tips on whether you need to size up or down for a specific style. If you need a personalized recommendation, please contact customer service.

what is the material of this product?

The material for each product is listed on the product page, under the "Details" section. If you have further questions about the material, please don't hesitate to contact us.

how do i care for my shoes?

Good shoes can last a lifetime but only if they're well looked after. Here are some tips on how to give a little love to your Gilded Cadence. We recommend using our exclusive shoe care products.
Clean or polish your shoes regularly. Mud and liquids should be wiped off as soon as possible to avoid stains.
Before applying cream or wax, remove the shoelaces and always make sure to wipe the uppers with a cotton cloth or a horsehair brush so there's no dirt or debris.
Keep the leather uppers hydrated by applying shoe cream regularly in circle motions, even if not wearing the shoes. Let the shoe sit 5-10 minutes to soak in the cream and then wipe off the excess with a clean cloth buffing it in which will give the shoe a wonderful shine.
Protect your shoes against water damage by spritzing waterproof spray before wearing.
When not in use, store in the dust bag provided at purchase in a dry place away from any direct heat source.
To preserve the shape of the shoes, we suggest storing them with a shoetree or newspaper after each use.

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 payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple 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?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

how long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

how much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

do you ship to p.o. boxes?

Shipping to P.O. boxes is likely to result in lost items, so we don't support shipping to P.O. boxes. Please be sure to provide a complete and accurate shipping address to avoid any delivery delays.

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?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at Customer@gildedcadence.com.

do you have a physical address?

Yes, we do have a physical address. Our headquarters is located at 942 Broadway #314c,Boulder, CO US.