FAQ - Frequently Asked Questions

Hello there,

You can find Swing Love's frequently asked questions below. If you have more questions or inquiries for us, shoot us an email at hello@swing-love.com.

GENERAL
Where is Swing Love located?
Our shoemaking workshop is located in the Old Quarter of Hoi An, Central Vietnam. All other accessories are also handmade from various workshops around town. Hoi An has its long tradition of leather shoe making for hundreds of years and we are very proud to introduce it to the world.


What makes Swing Love shoes unique?
Swing Love shoes are made from highest quality leather and Hoi An's talented shoemakers. Our insole has extra arch support and our outsole has hand-stacked leather that gives you the most comfort, either walking on the streets by day or doing the swing-out by night.


ALL ABOUT LEATHER SHOES
Who are Swing Love leather shoes for?
Swing Love leather shoes were first made for Swing dancers because Châu, the founder, is a very enthusiastic Swing dancer. However, their shoes are now also very popular to non-Swing dancers who love the classic style of leather shoes. For street wear purpose, there will be rubber caps added to the bottoms of the outsoles to protect the leather sole, as well as to give you the grip you need. To order shoes for Swing dancing, check out "Swing Dance Shoes Collection". To order leather shoes for street wear purposes, check out "Leather Shoes Collection".


How are Swing Love leather shoes made?
All our shoes are entirely handcrafted by our experienced shoemakers in Hội An, from making the patterns of the shoes, to cutting every piece of the outsole leather and hand-stacking them. Each pair of shoes is a thorough work of details.


How long does it take to make the shoes after I place an order?
The standard time frame is at least 72 hours to handcraft one pair of shoes if you choose one of Swing Love’s original designs. Depending on how busy our workshop is, this process might take longer as we pay attention to every detail of the shoes and do not rush. If you choose your own custom design, the time also depends on the complication of the design.

As a direct manufacturer with lots of of experience, Swing Love can take the credit of being capable of offering the shortest lead time possible!

If you have any questions, send us an email at hello@swing-love.com.

I like one shoe model in your collection. Can I change some details in it?
Yes of course, just let us know in the “Note’ box at checkout or email us at hello@swing-love.com and we’ll be happy to make you a pair of shoes you love. Extra fee might apply.

I have a design that is not in your collection, can you make it?
Yes, we accept custom order as well as long as it is within our reach. We specialize in classic shoe designs such as Oxford, Derby, Boots and closed toe shoes. We currently only offer flats. Heels are not available. Get in touch with us at hello@swing-love.com and we'll talk more. We love to work with your ideas! 

What can I do if the shoes I have received differ from the shoes I have ordered?

If there is a significant difference between the design of shoes that you ordered and the design of shoes that you have received – for instance the shape, sole, material, colors, accessories or size, the product will be considered defective and may be returned or replaced.


Please, bear in mind that a slight difference between the visualization of your design as it appears on our site and the actual model you receive, is possible. For instance, the colors displayed on your monitor depend on the customized settings and may create expectations for a bit different shades. In such cases the product will not be considered defective and will not be replaced or returned.

What warranty does the shoes come with?
Within 2 years after your order, you can send us your shoes for simple repairs such as glue or rubber outsole cap replacement. Please bear in mind that both-way shipping costs are at your own expense. Or if you are in Hoi An, bring your shoes to our workshop or our office, it shouldn’t take more than 24 hours to get them fixed. Besides those small repairs, our Swing Love shoes are designed to last a long time.


Once I place an order, is it too late to make changes and/or cancel it?
The handcrafting of your shoes begins the day after your order has been placed. If you wish to make changes, please get in touch with us at hello@swing-love.com ASAP. We can make changes to your order as long as that specific change is still within our reach. Cancellation is not accepted due to the nature of the item.


Please note that our shoe makers spend the weekends (Saturday & Sunday) with their family and the workshop is closed during this time.


What are the materials of the soles?
Our outsoles are made of leather. If you order street shoes, there will be rubber caps added to give you better grip and protection. If you order shoes for swing dancing, you can choose to have a full leather outsole or half with rubber caps on the toe (please mention in your “Note” box at check out).
Our insole is made of genuine leather with extra soft pad to provide great arch support.


What sizes do you offer?
All women’s models can be made in sizes 35 to 42.
All men’s shoes can be made in sizes 39 to 46.
However, we aim to make our shoes for all genders and at any size within our reach. For special sizing, please send us your food measurement and we’ll make the shoes to your size.


How can I take my foot measurement?
Please follow the instruction of our video “How to measure your happy feet” and send us a photo of 3 measurements: foot length (both left & right), instep circumference (both left & right), ball circumference (both left & right). Also, please mention your regular size (US, UK, etc) so we can work out the best size for you.


How to take care of my Swing Love Leather Shoes?
Always take care of your loved ones. Exceptional quality shoes can last a lifetime, but only if they are properly cared for.
Condition
First use a soft brush to remove any excess dirt from your shoes. After cleaning, gently wipe with a soft polishing brush. Remove the shoe laces and condition your shoes with a natural shoe wax to soften and moisturize the leather, until the entire shoe surface has been covered. After a few minutes, wipe off any remaining wax. Ideally, one should condition one’s shoes once a month, particularly if you are wearing the shoes regularly.
Polish
Apply polish to your shoes sparingly and in circular motions with a small brush or cloth. Pay particular attention to the areas around the toe and heel. Allow the leather to absorb the polish. Buff your shoes with a brush, and then follow with a cloth, using a sawing motion on the surface to give the shoes an extra gleam and shine.
Patina Care
Use a brush to gently clean any dirt. Use a cloth to remove any dust or surface dirt. Remove the shoe laces and apply clear wax over the whole shoe with a small brush to condition and soften the leather. After a few minutes, wipe off and give it that extra buff with a cloth to give your shoes a soft shine.
After Care
Straight from our expert cobblers, here is a little advice to make sure your sartorial investments stay in mint condition. Invest in a pair of shoe trees to absorb moisture and keep the shape of your shoes in the wardrobe. Always use a shoe horn when slipping into your soles to protect the heel. Exceptional quality leather shoes can last a lifetime, but only if they are properly cared for. And then, like a fine wine, they will only get better with age.

SHIPPING
What is Swing Love order delivery time frame?
We work with DHL Express to deliver the shoes from Hoi An to you. As soon as your shoes are completed and ready for delivery, you will receive an email notification providing you with your DHL tracking details.


Please bear in mind that COVID-19 might delay the shipping process.
It depends on your location, it will take longer or quicker to arrive:

  • United States: 2-4 weeks
  • North America: 2-4 weeks
  • Europe: 2-3 weeks
  • Australia, New Zealand and Oceania: 2-3 weeks
  • Asia Pacific: 1-2 weeks 

DHL can only deliver to an address where someone is able to sign for the parcel
Strictly no PO boxes, parcel lockers or parcel collects allowed.


We do not cover customs duties or taxes charged by your customs office
We cannot estimate if customs duties or taxes will be applied.


Tip: the e-packet option is more likely to pass through without charges
If you do not receive your parcel within the expected time, please contact your local postal service as it may be withheld. If you live in Europe or the Americas, please check your local customs duties before ordering
*Please note that our courier partner does not deliver parcels during the weekends.


Which countries do we deliver to?
We use DHL parcel services for delivery. If they can find you, we can deliver to you.


Does your shipment include insurance?
Swing Love insures each purchase during the time it is in transit until it is delivered to you. Once an item is signed for, responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by Swing Love and transfer of responsibility in the same way.


DHL can deliver to certain destinations without collecting a signature. If this option applies to your delivery address, you can update your preference on the shipping page at checkout before proceeding to purchase. By waiving the signature, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.


Please note, if your delivery is above a certain value, you will not have the option to opt out of signature confirmation. This is to insure the safe arrival of your order.

RETURNS
What is your return policy?
Because of the nature of custom-made items, we do not offer return unless they arrive damaged or defective.

Money-back policy (Refund)
Customers may only request a full refund if the product is faulty. If the product is faulty, customers can either choose Swing Love to replace/repair it or choose a full refund. Refunds can be processed by bank transfer or gift card vouchers. Postage costs to return to us in Hoi An, Vietnam is at your expense. Any shipping cost you paid for your original order is not refundable.

What if you have a faulty item?
Every pair of shoes we make is with attention and care, but there will still be a rare chance of faulty items.


Items are classified as faulty if they are received damaged.. Please note that items that are damaged as a result of wear and tear and engraved shoes are not considered to be faulty. If your item is faulty when you receive it, you can return it for a refund. Simply request a return by contacting our customer care team as soon as possible, but not later than 10 days after receiving.


If you would like to exchange a faulty item instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.


For any concern, please contact hello@swing-love.com

Which countries do we deliver to?
We use DHL parcel services for delivery. If they can find you, we can deliver to you.

Important information to know:

  • We have made every effort to display as accurately as possible the colors of our products that appear on our Swing Love website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
  • All items are quality controlled and checked for any faults before they are dispatched to clients.

Should you receive an item that is not in perfect condition, please contact us immediately at hello@swing-love.com.

Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
We prefer that items are returned to us via DHL. However, you may return the goods by any secure means. Please contact our customer care team us to request the return address.

We request that you contact us at hello@swing-love.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL.

Swing Love has the right to refuse returns and refunds at our own discretion


PAYMENT
We accept payment via credit card.


Is it safe to use my debit or credit card on Swing Love website?
Our website is powered by Shopify and is greatly secured by its platform. Shopify’s compliance covers all six PCI standard categories and protect card holder’s data. For more information, please check out Shopify Security.


PRIVACY POLICY
We may collect information from you via this website or social media pages. Your information will only be used by Swing Love for processing purchases, shipment, returns/exchanges and customer service. If you subscribe to keep updated on news from Swing Love, you are consenting to receiving emails from us regarding new arrivals, stock updates, competitions and promotions. Where we need to use your personal information on our website or social media pages for competitions, we will contact you first for your permission to do so. By providing your information, you are consenting to the collection of your information by Swing Love and understand that it will be used in accordance with this Privacy Policy.


TERMS & CONDITIONS
Swing Love reserves the right to withdraw or restrict access to this website, or take down the website at any time without notice. Purchases from Swing Love must be for personal use only, and can be purchased using a valid credit card. Swing Love reserves the right to refuse to fulfill or delay shipment of any order if we believe it does not comply with these terms & conditions, including orders with incorrect or incomplete information or large bulk orders that we suspect may be for distribution. The materials, content and images displayed on this website are property of Swing Love and are protected by copyright and other intellectual property laws. You agree not to reproduce, distribute, sell or circulate any such material to any third party without the prior consent of Swing Love. Any promotions or competitions advertised on the website are correct at the time of publishing, and are valid for the period of time stated in the relevant promotion or competition terms & conditions. We reserve the right to change or take them down at any time without notice.