Help
Frequently Asked Questions
Everything you might want to know before — and after — you order. Still stuck? Email support@edwardcahill.com and a real person replies within one business day.
Shipping & delivery
Where do you ship?
Within the United States only, for now — including Alaska, Hawaii, and APO/FPO addresses. International shipping is something we hope to add in a later season.
How long will my order take to arrive?
6–9 business days from order to door: 1–2 business days to process, then 5–7 business days in transit. You'll get a tracking link the moment your order ships.
How much does shipping cost?
$6.95 flat on orders under $100. Free on every order of $100 or more.
Do you offer express or next-day shipping?
Not yet — every order ships on the same tracked standard service. If you need a pair by a specific date, email us before ordering and we'll tell you honestly whether it's possible.
When will my order be processed?
Orders placed before 2:00 PM ET, Monday to Friday, begin processing the same day. Orders placed afterwards, on weekends, or on US federal holidays are processed the next business day.
How do I track my order?
Use the tracking link in your dispatch email, or our Track Order page. Tracking can take up to 24 hours to show movement after dispatch.
My tracking hasn't updated — what should I do?
If it hasn't moved for 5 business days past the expected delivery window, email support@edwardcahill.com with your order number and we'll open a carrier claim and either reship or refund.
My parcel says delivered but I can't find it.
Check with anyone at your address and any safe-drop spots first, then email us within 7 days. We'll work with the carrier to locate it or make it right.
Returns & refunds
What is your return policy?
A 60-day return window from the date of delivery. Shoes must be unworn outdoors and returned in resaleable condition with their original box. Full detail on our Returns & Refunds page.
How do I start a return?
Email support@edwardcahill.com within 60 days of delivery with your order number and reason. We'll reply within one business day with the return address and a reference number.
Who pays for return shipping?
For change-of-mind or sizing returns, the customer covers return shipping. If an item is faulty, damaged in transit, or sent in error, we cover it and send a prepaid label.
How long do refunds take?
We inspect within 2 business days of your return arriving, then issue the refund within 5 business days to your original payment method. Your bank may take a further 3–10 business days to display it.
Can I return shoes I've worn?
Yes — try them indoors as much as you like during the 60 days. We just ask that they aren't worn outdoors or scuffed on the soles, and that they come back with the original box.
Do you offer exchanges?
We don't run a separate exchange flow. Return the original for a refund and place a new order in your preferred size or style — it's faster and avoids holding stock against a pending swap.
Is there a restocking fee?
No. We never charge a restocking fee on any return.
Product, fit & sizing
Do they run true to size?
Yes. If you're between sizes, take the half-size down — the suede relaxes a little with wear. Every product page has a full size & fit guide.
Are the shoes really orthopaedic?
Every pair is built on a contoured, arch-supporting footbed with cushioning that spreads the load across the foot — the kind of support a podiatrist looks for, hidden inside a handsome shoe.
Will they help with my foot pain?
Many customers find the arch support and cushioning ease everyday aches from standing and walking. We can't give medical advice, though — if you have a specific condition, check with your podiatrist.
Are they suitable for wide feet?
Our lasts run a medium width with a generous, rounded toe box. If you usually need a wide fitting, email us before ordering and we'll point you to the roomier styles.
What are the shoes made from?
Soft premium suede and full-grain leather uppers, a memory-foam arch-support footbed, and a flexible TPR outsole. Designed in New York and finished by specialist shoemakers.
Do you restock sold-out styles or sizes?
Our line is made in small runs, so some styles don't return. Email us about a specific style and we'll tell you if a restock is planned.
Care
How do I care for the suede?
Brush off dust with a soft dry cloth, protect with a suede spray now and then, and let them air dry away from direct heat. They only get better with wear.
Are they water-resistant?
Suede isn't naturally waterproof. A suede protector spray helps a lot; for heavy rain we'd reach for a different pair.
How should I store them?
Somewhere cool and dry, ideally with the tissue or a shoe tree inside to hold their shape. Avoid leaving them in direct sun for long stretches.
Orders, payment & security
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, PayPal, and Shop Pay — all processed securely through Shopify Payments.
Is my payment information secure?
Yes. Checkout runs over encrypted HTTPS through PCI-compliant Shopify Payments. We never see or store your full card number.
Can I change or cancel my order?
If it hasn't shipped yet, email us straight away and we'll change or cancel it. Once dispatched, the standard return process applies.
Do you charge sales tax?
Where required, sales tax is calculated at checkout based on your shipping address.
Do you offer gift cards?
Not at the moment — but it's on our list. Email us if you'd like to arrange a gift order in the meantime.
Contact & support
How do I contact you?
Email support@edwardcahill.com, Monday–Friday 9:00 AM – 6:00 PM ET. We reply within one business day. See our Contact page.
What are your support hours?
Monday to Friday, 9:00 AM – 6:00 PM ET. Messages sent over the weekend or on US holidays are answered the next business day.
Where are you based?
Edward Cahill is based in New York — 245 West 29th Street, Suite 1200, New York, NY 10001, United States.