FAQ

Sizing

How do I find my size?
Every product page carries a size guide with a full conversion chart and a foot-length measurement in centimetres. Measuring your foot against the centimetre column is the most reliable method — far more so than guessing from another brand.

Which sizing system do you list?
Our sizes are listed in US sizing. The conversion chart on each product page shows the UK and EU equivalents alongside the foot length. If you are unsure which row is yours, email us your foot length in centimetres and we will tell you exactly which size to order.

Do they run true to size?
Yes, across the range. If you are between two sizes, or you have a wider foot, email us before ordering and we will advise on that specific last.

Delivery

How long will my order take?
1 to 3 working days to prepare, then 6 to 9 working days in transit — so 7 to 12 working days in total to a UK address. Full detail is in our Shipping Policy.

What does delivery cost?
£3.95 standard. Free on orders of £55 or more.

Will I be charged anything on delivery?
No. Where UK VAT applies it is already included in the price you pay at checkout.

Where is my order?
You get a tracking link by email as soon as your order is dispatched. Allow 24 to 72 hours for the first carrier scan to appear. If nothing has arrived within 20 working days, email us and we will replace or refund it — you do not have to chase the carrier.

Returns

What is your returns policy?
28 days from delivery. Shoes need to be unworn outside — try them on indoors on a clean carpeted surface — with no scuffs or wear to the soles, and returned with the original box. Separately, UK consumers have a statutory 14-day right to cancel; the full detail is in our Returns & Refunds Policy.

Can I exchange for a different size?
Yes. Email us with your order number and the size you want. We prepare the new pair as soon as your return is on its way back, so you are not waiting twice.

Who pays return postage?
You do, unless the order arrived faulty, damaged or incorrect — in which case we cover it in full.

How long do refunds take?
We process within 3 working days of your return arriving. Your bank can take up to 10 working days to show it.

The shoes

What are they made of?
It differs per pair, and the product page says which. We list leather, suede, nubuck, canvas, knit, mesh and faux leather by name — we do not blur the difference.

How should I care for them?
Wipe leather clean with a damp cloth and condition it a few times a year. Brush suede and nubuck with a suede brush and keep them away from heavy rain. Use shoe trees if you have them, and give a pair a day off between wears — it does more for the life of a shoe than anything else.

Still stuck?

Email hello@tarreno.com. We answer within one working day, and a person reads every message.