FASTLANE (10 working days production) - MTO (40 working days production) Learn more below

Frequently Asked Questions

Shipping & Handling

What countries do you deliver to?

We ship worldwide using UPS and DHL, however, specific regions and territories might not be covered. Please, refer to the checkout form for a full list of available destination countries and territories.

What are the associated shipping costs?

The associated shipping cost of an order is calculated and shown during the final checkout (before payment) and is based on the volume of the items being shipped, and your shipping destination. Rates are obtained in real time via API.

Can I track the status of my orders?

Yes, after the order production, we will send you an email with all the shipping details and tracking number.

What is the transit time?

Once the order is ready to be shipped, we will usually pack and process the shipment in 24-48h. Your pair will be shipped from our factories in Spain. Transit time depends on your delivery address. The majority of the orders are delivered in about 1-4 days.

How pays for customs duties and import taxes?

The receiver is fully responsible for any custom duty required by the customs agency of the destination country. For 99% of the time, as the tax is already paid when ordering a good in our webstore, you'll not get any required fee. Be carefull with online scams.

 

Support & Contact

How can I contact you?

By email at " contact.eliopavone@gmail.com " or by Whatsapp for any questions. We will respond you within 24H. You can find our phone number by clicking on the Hamburger menu, and Contact & support.

 

Payment & Invoicing

Which payment methods are accepted?

Payments can be made using a credit or debit card. Supported cards are Visa, Mastercard, American Express.

Paypal is required when using the 3D software.

 

Why is my card being rejected for payment?

There are many reasons for a transaction to fail, please check the info below and try again:
  • Wrong card data: please try again, and make sure you enter exactly the same information printed on the card
  • Credit/debit limit: some cards have a daily/monthly transaction limit (for ex. 600 EURO), for security reasons: please, contact your bank or try with another card
  • Other issues: Using a card that is not supported, country of origin mismatch, address verification failed, etc. Please, try again with another card
    Production
    What is the standard production time?
    Turnaround time for MTO shoe orders is approximately 3 to 5 weeks. FASTLANE is a rapid MTO service, shoe orders is approximately 10 working days. Festivities and holiday periods we stop the production.
    What happens if an order is delayed?
    We will do our best to fulfill the above production time on all MTO orders, however, as every hand-made production process, our production line is subject to issues which are out of our control.
    A broken pair during assembly, for example, forces us to start the manufacturing process from the beginning.
    We work hard to prevent issues like the ones mentioned above, however, in the case of a delay, we promise to keep you informed using email as soon as possible.
    BFG shall not be liable for any damage or economic loss caused by manufacturing delays or late deliveries, and will not incur in any kind of compensation or discount.
    Can I cancel an order that has been launched to production?
    Yes you can, however, depending on the timing of your request, you might incur on a cancellation fee.
    Can I return an order because I don't like it or because I've changed my mind?
    Understandably, each of our MTO orders are produced strictly following customer's instructions, therefore returns are not permitted. During checkout of your order, you agree with our production terms.
    Why the color/material of the shoes I received do not look identical to the one displayed on the 3D Tool?
    We have tried hard to illustrate our products on the internet with images that are as true to life as possible, both in terms of color and finish. However, the products may still appear in different tones depending on the screen or monitor used to access our online shop, and many other factors. The product images and textures on our interfaces are for visualization only.
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