FAQ

- WE'RE HERE TO HELP -

FREQUENTLY ASKED QUESTIONS

We're here to help


Important: Holiday Returns Policy is now in effect. Starting your holiday shopping a little early this year? Don't worry, we have you covered. Enjoy an extended returns window until January 31, 2021, on all orders placed between now and December 15, 2020. From all of us at the Piloti team, we wish you a safe and happy holiday season.

PRODUCT DETAILS 

How do your shoes fit?

Most of our shoes fit true to size, therefore we recommend ordering the same size that you normally wear for other sneakers and running shoes. However, please pay attention to fit disclaimers on product pages for specific fit information. For more information about sizing, please visit our Fit Guide.

How wide are your shoes?

Our men's shoes are built to a standard D width and our women's shoes are built to a standard B width. For wider feet, we suggest ordering a half size to a full size up, depending on the style. Fit disclaimers will be available on product pages where needed.

Do you offer half sizes?

Yes! We do offer half sizes between 8.5 US and 11.5 US for men, and between 6.5 US and 8.5 US for women.

Do your shoes have removable insoles?

If you have orthotics or specialized insoles that you would like to add to your Piloti footwear - good news! Almost all of our shoes feature removable insoles, with the exception of our Officina driving loafer.

Do you offer driving shoes for women?

Absolutely! We offer women’s driving sneakers as part of our lifestyle collection. In some cases, our female customers will also be able to fit into our men's styles, by adding 1 1/2 sizes to the standard US size (for example, a Men's US Size 7 will fit a Women's US Size 8.5). Subscribe to our email list to stay up to date on more women’s styles coming soon!

When will I see new designs and colors?

We're always working on new colors and designs, so be sure to subscribe to our email list to stay up to date on product releases, sales and m ore!

How do I clean my shoes?

We suggest using any natural leather or suede cleaner for your Piloti footwear.

Where do you manufacture your footwear?

As of 2019, our lifestyle and luxury footwear is handcrafted in Europe (primarily Portugal and Italy).


ORDERS & SHIPPING

Where do you ship to?

We currently offer free shipping to Canada, the US and the UK. Please note that we do not ship to PO boxes. If you're shopping from France or Germany, please visit our UK website - an international shipping fee may apply.

How Long Does Shipping Take?

Once your order has been processed, standard shipping will take 2-5 business days to reach your address. If you need your shoes faster, we also offer expedited shipping (1-2 business days) at a cost of $19.99 CAD.

Do you offer free shipping?

Yes! We offer free standard shipping within the United States, Canada and the UK on all orders over $49 CAD. Please note that we do not ship to PO boxes.

What is the status of my most recent order?

We try to fulfill orders within 1 business day and will send you an email with a tracking number once it ships. However, in peak periods (like holidays), fulfillment may take longer - but don't worry! Your order is coming. If you still have questions or concerns, please don't hesitate to reach out to our team via email with your order number and we will send you an update.

The pair I want is sold out. Will there be more?

We're constantly updating our styles to make sure that our footwear stays on trend, and as a result, we sometimes stock out of our most popular styles and sizes. A general rule of thumb is that for official collaborations or for colors flagged as "Limited Edition", once they're gone, they're gone - but for our inline assortment, we will seasonally refresh the styles and sizes. To stay up to date on our product launches and restocks, be sure to sign up for our email newsletter via our website!

RETURNS

What is your Return Policy?

We offer free returns within 30 days of your purchase. You may return your item(s) in as-new condition (along with all items and packaging) at any time during this period if you are not 100% satisfied with your purchase.

How do I return an item?

You may return items during our 30-day return period by visiting our Returns Portal. Here you’ll find full instructions and a printable return shipping label. Once our warehouse processes and approves your return, you will be issued a full refund.

How do I exchange an item?

To begin the exchange process, please visit the Returns Portal on our website. Here you’ll find instructions on how to return your original item(s) for a refund within our 30-day return period - you will also be provided a return shipping label. Once our warehouse processes and approves your return, you will be issued a full refund. You may place a new order on our website at any time to receive your new items.

When can I expect to see my refund?

Once we receive your return, it is typically processed within 7 business days. After your return has been approved, your refund will be issued to the same payment method as your original purchase. We’ll send you a confirmation email to highlight this change. Please note that it can take banks and other financial institutions an additional few days to reflect the funds in your banking information.

ABOUT DRIVING SHOES

What are driving shoes and what makes Piloti driving shoes different?

A traditional driving shoe is an adaptation of the loafer construction and is designed to give drivers more control behind the wheel by offering a snug fit, and design details like a wrapped heel that provides added grip and smoother control of motion. At Piloti, we've taken driving shoes one step further - our shoes are not only packed full of additional performance driving shoe technology (like our patented Roll Control 2.0™ heel technology, EVA foam or a soft forefoot, depending on the style), we've also adapted additional styles like sneakers and dress boots, to ensure that no matter where your day takes you, you will be able to put your best foot forward.

Why do I need driving shoes?

When you think about it, footwear designers have been adapting performance footwear for everyday use for years! For example, tennis shoes and running shoes were initially designed to help athletes improve their game, and only became incorporated into our every day wardrobes as fashion evolved. Piloti driving shoes are no different. We got our start outfitting driving enthusiasts and professional motorsport racers, by creating footwear with design functionalities like micro-thin soles and fire retardant fabric - styles that were intended for track-only usage. Now, our designers have taken the spirit of our performance driving shoes and adapted them for everyday life, by combining the technology of our performance driving footwear with a versatile aesthetic - creating a collection of styles that will always drive you to put your best foot forward, no matter where your day takes you (or, as we like to say at Piloti - from the driver's seat to the city street!).

Can I wear my driving shoes for other occasions?

Absolutely! By using well-known style constructions (like sneakers, dress shoes, boots and loafers) and best-in-class materials, our driving shoes are not only long-lasting, but have a versatile aesthetic that is perfect for everyday life - not to mention they're incredibly comfortable!

If your question is not answered here, please feel free to reach out to us at support@piloti.zendesk.com
 A member of our staff will be thrilled to assist you!