Frequently Asked Questions
How can we help?
Where are the shoes made?
Our shoes are made in Putian. We spent a number of months focusing on this part of the business to ensure both high quality running shoes, the lowest possible emissions in our manufacturing process and critically accredited levels of labour conditions. It is our main focus to ensure our supply chain is transparent, high quality and with planet at the forefront of our mind. All of our materials are delivered to the factory by road - and seven of the nine materials come from within 100km of our factory hub. This drastically reduces greenhouse gas emissions during manufacturing.
Are the shoes Vegan?
Yes, the shoes use no animal products whatsoever.
What kind of pronation do your shoes have?
Whilst our shoes are currently designed for a neutral gait runner, they do have the varying running gaits in mind. Whilst we cannot 100% guarantee that you will find them supportive enough for your specific running gait, in many cases they do provide a fantastic level of support on the medial side for someone who pronates. Our proprietary Corn Spring midsole is able to adapt to the various running gaits.
Are your shoes machine washable?
Our shoes are washing machine safe. First, pull out the insoles and laces and put the laces into a wash bag along with your Hylos then toss them in the washing machine. Turn the washer to a gentle cycle on a low temperature and add your preferred mild detergent. When they’re done, shake off any excess water and let them air dry. Their natural shape will return, good as new. Gently hand wash your insoles on their own with warm water.
Do you ship internationally?
Yes we do.
How long will my shoes take to arrive?
This depends on where you live and what shipping option you selected at checkout. For a clear breakdown of timings and costs, check out delivery and returns section in the footer.
Who pays the import taxes on international orders?
The customer is responsible for paying any import taxes incurred on arrival.
Do you offset transport emissions in delivery?
Yes we have a holistic approach to our sustainability program and any emissions incurred, including delivery and returns to you.
What is your returns policy?
Free UK returns. Returns have to be received within 30 days and in an unused condition. Returns with clear signs of use will not be refunded. Please do check our size advice before purchasing, we've spent a lot of time listening to our customers and each return takes its toll on the planet and our company.
Do you pay the shipping cost for international returns?
We do not pay for shipping returns of international orders.
How long will it take to process my return?
We aim to process your return within 5-7 working days of it being returned from the UK and 7-10 working days from abroad.
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