Orders

Once your order and payment are complete, you will be taken to a confirmation page with your order details. A confirmation email will also be sent to the email address used at checkout. If you do not see it within a few minutes, check your spam folder.

If you still have not received a confirmation email after 30 minutes, email support@boldstance.com with the name and email address used and we will check the order status for you.

Yes. You will receive an order confirmation email immediately after purchase. As your pre order progresses toward dispatch in January 2027, we will email you with production updates and a dispatch notification when your shoes are on their way.

All updates go to the email address used at checkout. Make sure to add support@boldstance.com to your contacts so nothing lands in spam.

First check your spam or junk folder. If it is not there, email us at support@boldstance.com with the name and email address used at checkout. We will look up your order and resend the confirmation within one business day.

When your order is dispatched in January 2027, we will send a dispatch confirmation email containing your tracking number and a link to the carrier's tracking page. All tracking is handled through that email.

We do not currently have a self serve tracking portal. If you have misplaced your dispatch email, contact us at support@boldstance.com with your order number and we will resend it.

Carrier delays can sometimes occur, particularly for international orders. If your tracking has not updated for more than 5 business days, email us at support@boldstance.com with your order number. We will contact the carrier and keep you informed.

Check with neighbours and any safe place noted at checkout. If the parcel is still missing, email us at support@boldstance.com within 14 days of the delivery date shown. We will raise an investigation with the carrier and resolve it for you.

Yes, as long as your order has not been dispatched. Email support@boldstance.com as soon as possible with your order number and the change you need. We can update your size, colour, or delivery address.

Once an order has been dispatched, changes are no longer possible. In that case our returns and exchanges process applies.

For pre orders, yes. Email us at support@boldstance.com with your order number at any point before dispatch and we will cancel and refund you in full. No penalties, no questions.

Once your order has been dispatched, it cannot be cancelled. You would need to return it under our standard 30 day return policy after delivery.

Yes, as long as your order has not been dispatched. Email us at support@boldstance.com with your order number and the updated address. Once an order has been dispatched, we are unable to redirect it.

We accept all major credit and debit cards including Visa, Mastercard, and American Express. We also accept Klarna for buy now pay later, Apple Pay, and Google Pay. All payments are processed securely through Shopify Payments.

First check that your card details, billing address, and expiry date are entered correctly. If the payment still fails, try a different card or payment method. Some banks also block unfamiliar transactions. A quick call to your bank usually resolves this.

If you are still having trouble, email us at support@boldstance.com and we will help you complete your order.

This can happen if the connection dropped during checkout. Email us at support@boldstance.com with the name, email address, and last four digits of the card used. We will check immediately and confirm whether the order went through. If it did not, we will arrange a full refund.

Your card is charged at the time of placing your pre order, not at dispatch. This secures your place in the first 300 pairs. If you cancel your pre order before dispatch, you will receive a full refund.

Select Klarna at checkout and follow the steps to set up your payment plan. Klarna will manage your payment schedule directly. For any Klarna specific queries about your plan, contact Klarna support through their app.

If you need to cancel your pre order and you paid with Klarna, email us at support@boldstance.com and also report the cancellation in the Klarna app to stop any upcoming payments.

Yes. All payments are processed through Shopify Payments, which is PCI DSS compliant. Your card details are encrypted and never stored on our servers. We do not see your full card number at any point.