FREQUENTLY ASKED QUESTIONS

Use the S button on the bottom left of the site.

For U.S. Orders: Within 1 day after your order, log into your account or access view your order on the order confirmation email and select “Cancel” or “Edit”. If canceling your order, you’ll receive an email confirming the cancellation status following an order refund email. If making changes to an order, we will cancel and refund the original order and create a new order with the changes that are being made. Please be aware that we are only be able to change or cancel your order if your request is answered before your order is processed.

For INTL Orders: Contact service@straye.com before your order ships and we can help you.

If your international order has already been processed by DHL, you can make try to make changes to your shipping address, delivery date or any other instructions ondemand.dhl.com.

Once your return is delivered allow 3-5 business days for inspection prior to next steps.

Post-inspection, please allow 24-72 hours for your refund, exchange or credit to be processed.

The discount code field is located on the first step of the checkout, which is the next step after the cart page.

Discount codes are not applicable to sale items and pre-orders, unless noted. Discount codes also usually have expiration dates.

For US orders, we did at one time, but we have gladly disassociated with Paypal. Our global provider does accept PayPal for International orders.

For orders under $100, the shipping rate to the contiguous 48 U.S. states is $10, otherwise it's free.

The shipping rate to Alaska and Hawaii is $30.

DHL Express Shipping on International orders is flat-rate $20 USD. INTERNATIONAL TAXES AND DUTIES ARE LISTED AT CHECKOUT SO YOU’LL KNOW WHAT THE FULL COST OF YOUR ORDER IS UP FRONT. YOU WON’T BE CHARGED ADDITIONAL FEES WHEN YOUR PACKAGE ARRIVES IN YOUR COUNTRY.

To assist you in choosing the right size, we have a Size Guide located on our product detail pages to provide information that will help you determine the correct size for your purchase.

Many customers find that sizing down a 1/2 size on our footwear works for them.

If a shoe has a Back in Stock Notification associated with a sold out size, then that shoe will eventually be replenished. If there is no Back in Stock Notification, then that shoe will be gone once it is sold out.

Subscribe to STRAYE Back-in-Stock notifications and you be among the first to know when your size is available again.

Simply select your size and sign up for alerts.

We understand that not producing certain 1/2 sizes available could be frustrating, but this is not uncommon amongst many shoe brands.

However, many customers have found success by trying a size up or down based on their preference for fit. This approach has worked well for them. We appreciate your understanding.

Select drops that are listed as pre-order can be purchased in advance to be reserved and shipped on or around the date listed. These drops are isolated purchases and are limited to one pair per customer to be fair to everyone.

We want to ensure you have clear expectations about pre-orders. At the time of your purchase, the product page indicates the estimated arrival date to our warehouse. Please keep in mind that this date is an approximation and may shift slightly as we track your item's journey to us. Occasionally, shipments experience minor delays—typically just a matter of days—as they pass through the port, and we're closely monitoring these situations to minimize any inconvenience. Pre-orders are shipped in the sequence they were placed, and we greatly appreciate your patience and understanding as we fulfill your order.

Please email wholesale inquiries to sales@straye.com