Frequently Asked Questions
What can I do if I forgot my password?
You can click the 'Forgot your password?’ link on our Account page (access it through the top-right icon). Or you can just click here to reset your password.
How can I stay up-to-date with your new offers and deals?
You can sign up to receive exclusive early sale access and tailored new arrivals via e-mail by entering your e-mail address at the bottom of our homepage.
Where can I find a shoe size chart to see if my pair of sneakers will fit?
When you’re creating your sneakers you’ll see a size chart link just above the Order button. The data in the size chart is accurate, so please take a few extra minutes to properly measure your foot. This will save a lot of headaches.
Can I cancel my order or make changes to it?
Yes, after you place your order you have 48 hours to cancel or change it. In order to do so, please send us an e-mail within the mentioned timeframe to hello@brandyourwalk.com. In case you wish to cancel your order, we will refund your payment, deducting the respective transaction fees charged by our online payment providers.
Which currencies can I shop in?
The default currency is determined by your IP address. We support the following currencies: USD, EUR, GBP, AUD, BRL, CAD, CHF, CNY, JPY, RUB and AED. If your local currency is unavailable, your order will be charged in USD for a competitive exchange rate.
When will my card be charged?
Brand Your Walk will take the payment once you place your order on our website.
What payment methods do you accept?
We currently support credit card (VISA, Master Card, American Express), Paypal, Google Pay and Apple Pay
How secure is my personal information?
Brand Your Walk uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.
Your financial information is equally safe, as we use the world’s most advanced online payment gateways (Stripe and Paypal). You can find more information about data privacy in our Privacy Policy.
Your financial information is equally safe, as we use the world’s most advanced online payment gateways (Stripe and Paypal). You can find more information about data privacy in our Privacy Policy.
How much will I have to pay for shipping?
Nothing! Shipping is free for the time being, so take advantage of it!
When will I receive my item and how can I track delivery?
Since our sneakers are personalized by you, they are made to order with careful craftsmanship. Please allow 3 to 4 weeks for them to arrive. After placing your order, you will receive an e-mail containing an order status tracking link through which you can see where your sneakers are at any point in the production process.
Where are my sneakers made?
Your Brand Your Walk sneakers are handmade in Portugal, Europe’s West Coast. Portugal is known as a clear reference in the footwear industry for its high-quality standards. Every sneaker is an expression of true dedication. They are the work of art of our Portuguese craftsmen, and without all their expertise, the final result wouldn’t be the same.
Do you ship to all countries?
We ship to all countries, all over the world.
Can I return my sneakers and ask for a refund?
You can return your sneakers and ask for a refund only if they are defective or different from what you ordered and within 30 calendar days counted from the day on which you (or someone else) receive the package. Please get in touch with us first before returning your sneakers by sending an e-mail to hello@brandyourwalk.com.
Please understand that all BYW sneakers are fully personalized by you and thus unique; therefore, we cannot accept returns for any other reason than the one mentioned before.
Please understand that all BYW sneakers are fully personalized by you and thus unique; therefore, we cannot accept returns for any other reason than the one mentioned before.
