How do your shoes fit?
Most of our shoes fit normally, so you can choose your usual size. However, the Etoiles de Cap-Vert and Bogo models cut large, so we advise you to take a size smaller than your usual size. All our advices for sizes are indicated on our product sheets.
By “vegetable leather” you mean vegetable-tanned animal leather?
By “vegetable leather” we mean using alternatives to animal leather such as cork and lubbugo which come from tree bark. It is not animal leather, and no animal products are used in our production.
Is the organic cotton you use certified?
Our partners in Mali are certified by Helvetas. In Senegal and Burkina Faso, our partners are not yet certified.
How do I know if an item is available?
The products on our website correspond to our availability. Only available sizes are proposed. However, it may happen that a model is out of stock in your size or that a pair displayed as available is no longer in stock due to a computer error. You have the possibility to be informed about the availability of a size or a model and you will be informed by email.
Do I have to create an account to order?
No, you can order on our website without creating an account.
How to create an account?
You have two options :
o You can create an account directly in the “My account” section of the right-hand menu.
o You can create an account at the time of your order. To do this, when you place your order, once you have entered your details on the payment page, simply tick the “Create an account” space.
I have forgotten my password, how can I retrieve it?
On the login page, accessible via the “My account” menu item, click on “Lost password”. Enter your username or email address, then click on reset password.
You will then receive an e-mail containing a link to reset your password.
The email may take several minutes to arrive, or it may be in your undesirable mails.
If you do not receive anything, please contact us so that we can reset it manually.
What are the different payment methods?
Pay for your purchases by credit card. Select this method of payment in the “Payment information” page and go to the “Confirmation” page, click on the logo of the card you wish to use (Debit Card, VISA, MasterCard, American Express). Enter your card number, its validity date and its code, located on the back of your card. You can also pay your purchases with your Paypal account.
Is online payment secure?
Umòja pays great attention to security issues regarding payment on the Internet. Your bank details are transmitted to our server in encrypted form using the SSL (Secure Socket Layer) protocol and transferred in a totally secure environment to our bank, the CMB. They are not stored under any circumstances. The payment is entirely secure thanks to the online payment system of our banking partner: Stripe. Your bank details only circulate on the Internet in encrypted form, i.e. they are coded in such a way as to make them completely unreadable. Moreover, they are only processed by Stripe and are never in the possession of umoja. In fact, when you type in your card number to make your purchases on umoja-shoes, you are actually transmitting it to Stripe. From a technical point of view, the security system is based on a 128-bit SSL (Secure Socket Layer) encryption. This payment solution is the most widely used in France for Internet payments.
ORDERING AND DELIVERY
Can I change or cancel my order?
Once your order has been paid for, it is no longer possible to change or cancel your order as it is sent quickly to our warehouse which prepares your orders.
How long does it take to process my order?
We send your order to our preparation teams as soon as it has been validated and give your parcel to the transporter you have chosen at the end of the day so that it can be delivered to you as soon as possible. All orders placed before 3pm, except for sales and special operations, are prepared and dispatched on D+1 or D+2, except on Saturdays, Sundays and public holidays.
What are the delivery times?
Find our detailed delivery costs here.
How do I know if my order has been processed?
After validating your order online, you should normally receive an order registration email with the summary of your order.
You can follow the progress of your order at any time in the “My account” menu, by going to the “Order history and details” section of your account.
How do I track my delivery?
We send you an e-mail as soon as your parcel is shipped with a link allowing you to track the delivery of your parcel. You can track the progress of your parcel on the website www.coliposte.net. In the “private area”, enter the number of the parcel indicated in your umoja-shoes order shipment email.
Can I have my order delivered to a location other than my home?
Your UMOJA-SHOES account allows you to register several delivery addresses. You can choose to have your order delivered to your home or to your workplace.
You can also choose to have your order delivered to a parcel delivery centre. To do this, simply choose “Parcel delivery centre” as the delivery type when you place your order.
Indicate the postcode or the number of your department. Then click on the city that interests you. You will be offered the nearest parcel relays.
What should I do if I have a problem with the delivery of my package?
First, check the status of your order with your colissimo tracking number via the post office website here.
You may encounter different situations:
– If your parcel is announced “returned to sender”, our customer service will contact you within 3 working days after receipt of the parcel to return it to you in better conditions or to understand the reason for the cancellation.
– If your parcel is “pending at the Post Office”, take your Colissimo number and your identity card to collect the parcel from the branch indicated.
– If you have not received your Colissimo after 5 days and no notice has been left, please contact us via the contact form here or directly by email.
RETURNS AND REFUNDS
How do I return an item?
We offer credit notes and refunds. If you request it, and provided you return your order in its original condition and unused packaging within 30 days of delivery, Umòja can refund your order or issue a credit note. In the case of a refund, we will credit your bank account for the amount of the returned item.
How long do I have to return an item?
You have 30 days to return it from the moment you receive it. All you need to do is return it in new condition and in the original packaging.
Who will pay for the return shipping?
Returns are free of charge in France and in Europe*.
If you are not completely satisfied with the product, you have 30 clear days from the date of delivery to return the item(s) concerned.
The return costs are free if your order is delivered with a prepaid Colissimo return label*. If your order is not accompanied by this return label, you will be responsible for the cost of returning the item(s) and Umòja will not be able to refund you. Only items returned in new condition and in their original packaging, accompanied by the completed “Request for Return” form, will be accepted.
*List of European countries where returns are free: Andorra, Belgium, Croatia, Estonia, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Switzerland, United Kingdom.
The canvas is made of natural raw materials. Maintenance is different from a shoe made of leather, synthetic material or processed natural fibre. Avoid washing in a washing machine. Wash the canvas as little as possible.
1. Protect the inside of the shoe with paper,
2. Soak the shoe in a tub of warm water,
3. Gently rub the dirty areas with a cloth or toothbrush,
4. Leave to dry in the open air.