FREQUENTLY ASKED QUESTIONS

 

ONLINE RETAILERS

BEWARE! STRAYE has definitely arrived, and is now being knocked off.

STRAYE.COM is the only authentic STRAYE source.

If a site domain contains the word STRAYE in it anywhere, then that site is pushing counterfeit STRAYE. There are no exceptions to this.

SERVICE-RELATED

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

STRAYE cannot ship to Ukraine at this time.

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.

To assist you promptly, please email a photograph showing the sizes of shoes you received to service@straye.com. This visual evidence will greatly help us investigate the issue and ensure we resolve it accurately for you.

Thank you for your understanding and cooperation.

Refunds typically take 1-3 business days to process and return to your account. If you haven't received the funds within this period, kindly consider reaching out to your bank to expedite the release of the funds.

Your patience and understanding are greatly appreciated.

Your package is probably being processed and will be shipped shortly.

You'll receive a tracking number via email as soon as it's on its way.

We apologize for the inconvenience. To assist you promptly, please email us at service@straye.com with some photos. This will allow us to escalate the matter immediately on your behalf.

Thank you for your cooperation.

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

We offer a welcome code when you subscribe to STRAYE, and when we announce sales events.

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, Hawaii and Puerto Rico 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 with this, we recommend contacting UPS directly using your tracking number. They will be able to provide you with the most accurate information regarding rerouting your package.

PRODUCT-RELATED

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.

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.

WHOLESALE ORDERING

Please email wholesale inquiries to sales@straye.com

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