Customer Service

Our guarantee is based on something as simple as a handshake – the deal that you’ll be satisfied with a purchase, and if you are not, we’ll make it right. We guarantee that we’ll hold up our end of the bargain. It’s just how we do business. If your purchase isn’t completely satisfactory, we’re happy to accept your returns or exchange.

(We hope you understand that we make the following special considerations when processing a returns or exchange).

Indonesia Shipping Service

We just work with top quality couriers to ship our orders around Indonesia, because of that we work very hard to every day improve on our logistics to offer you a seamless experience. Nowadays, our shipments are made using JNE, TIKI, POS & J&T depending on your location.

Once your order has shipped out, please ask us to receive the tracking information, where you will be able to track your shipment at any time.

International Shipping Costs

International shipping is calculated based on a number of factors, including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the checkout based on the items you are purchasing and your shipping destination.

If you have a carrier that you use that would collect on your behalf we are happy to use them.  Often we use EMS service, you can check the latest rate here (http://www.posindonesia.co.id/tnt/?ii=tarif-kiriman). From Bandung to your country, with 3000 grams weight for the boots and 33 x 30 x 13 cm dimension. 2000 grams for the low quarter shoes with 33 x 30 x 13 cm dimension.

Shipment Timeframes
You will be quoted a specific delivery promise at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart. Most in-stock items ship from our fulfilment center to the courier within 3 business days. (“Business days” are Monday-Friday, excluding holidays).

Backordered items will ship from our fulfilment center to the courier as they become available. Be sure to review the availability messages on the product detail pages and cart before placing your order.

Although we do our best to deliver your items during the estimated timeframe, delivery dates are not guaranteed.

Your MTO order will be delivered within 4-6 weeks approx, subject to the availability of materials. TXTURE reserves the right to amend the delivery time as deemed necessary. Leather colours and materials may vary. TXTURE cannot accept responsibility for any variations in shape, color, shade and texture and cannot accept returns on this basis. Due to the individual nature of your purchase, once your MTO boot order has been placed, cancellations or amendments cannot be accepted.

Can I cancel, exchange or return a pair from an MTO? 
The program is offered for a limited time only and is Made To Order based on the single orders received, so there is no inventory built up of this specific style. This helps us keeping our offer competitive and as wide as possible. Because of that cancellations, exchanges or returns are not accepted for Made To Order pairs.

Upon receiving your order, if it does not fit, you have 4 calendar days for from delivery date to return the items. We will not accept any return made once this period has expired. Please note that only regular priced items may be returns or exchange, sale items (sample sale, factory second) cannot be returns or exchange.

Before proceeding the return note that:

  • The product must be brand new & in an unworn condition. (Scratched soles will not be accepted, so please try on the shoes on a carpeted surface).
  • The product must be returned in the same condition as it was sent. Including the original packaging.
  • No wrinkles and stains as it will become an issue if we are gonna sell it again.
  • Now, please print this FORM, fill it out and place it inside the package. That will help us identify your return faster upon arrival at our factory.
  • Please, let us know in advance via email (mail@txture.asia) that you are shipping the shoes back, what you’d like us to do with your order (exchange/refund), so we can prepare the item/s you need, in order to fasten up the process as much as possible.
    As soon as you have it, please provide the TRACKING NUMBER, so we can speed up the return process.
  • Please note that the shipping cost is not included; meaning you have to pay for the shipping cost to our workshop and from our workshop

When shipping back any item/s, We recommends using NATIONAL POST SERVICE. If the value of the item/s is over 75€/US$100, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

In case you’re shipping back to EXCHANGE: Once we have received the article/s and have checked they accomplish the above-mentioned conditions, we will ship back the new item/s with no extra cost for the customer, as soon as they are ready.
In case you’re shipping back for a REFUND, we will process it in the next 30 business days. Note that original shipping costs will not be refunded; TXTURE will only refund the returned item/s cost.