Toe, width, instep and heel issues mean different things. We need the exact problem, not just “too small.”
Heel slip can come from length, width, volume or last shape. Tell us what you feel and we remake the pair to fix it.
We remake the pair free in the right size or width.
Tell us what feels wrong and we send free return instructions for your remake.
Buying online should not mean gambling on fit.
If the pair doesn't fit, contact Handsole within 14 days of delivery and tell us what you feel. We remake it free.
Tell us exactly what feels wrong so the remake fixes it. A shoe that is too narrow is not fixed the same way as a shoe that is too long. Heel slip is not automatically a size-down issue. A high instep problem is different from toe-box pressure.
Our Fit Promise is simple: free remake if it doesn't fit. Contact us within 14 days of delivery. Return shipping is free.
How should I test the fit the first time?
Try the shoes carefully indoors before treating them as worn-in footwear.
Use the socks you normally plan to wear
A dress sock and a thick casual sock can change how the same shoe feels.
Stand, walk, and check both feet
Pay attention to toe space, ball width, instep pressure, heel hold and any point that feels sharply uncomfortable.
Do not force a bad fit
If the shoe clearly feels wrong, stop and contact us rather than wearing it outdoors hoping the problem will disappear.
Tell us exactly what you feel
“Too tight” is useful; “too tight across the ball of my right foot, toes feel fine” is much more useful.
What kind of fit problem do you have?
Different symptoms point to different sizing, width or last-volume issues. That is why we ask what you feel before making your free remake, instead of simply going one size up.
Too tight across the widest part of the foot
This can indicate a width issue rather than a length issue. Tell us whether your toes still have appropriate room.
Pressure over the top of the foot
This may relate to instep volume. Mention whether the shoe feels fine at the toes and heel but presses over the laces or vamp.
Heel slipping
Small movement in a new leather shoe is different from the heel lifting substantially. Tell us how much movement you feel and whether the forefoot fits securely.
Toes touching the front
This may indicate insufficient length or the wrong toe geometry. Tell us whether it happens while standing, walking, or both.
One foot fits, the other does not
Feet are often slightly different. Tell us which foot is giving the problem and where the mismatch is occurring.
The shoe is loose everywhere
If both heel and forefoot feel loose, the issue may be overall size or volume rather than one local pressure point.
What happens next?
Tell us what feels wrong before sending anything back — it is the fastest way to your free remake.
Contact us with your order number
Tell us the size and width ordered and what the pair feels like on each foot.
Describe the fit problem
Where is it tight or loose? Toe, ball, instep, heel, overall length, or one foot only?
We find the cause
We may ask for simple measurements or photos when they help us distinguish size, width or shape issues.
We remake your pair free
In the corrected size, width or last, at no cost, with free return shipping.
Sending a pair back before telling us what feels wrong can delay your remake, because we need that detail to make the new pair right.
What if my pair was made specifically for me?
Made-to-order does not mean you lose fit support.
If Handsole made the pair in your requested size and width but the fit is not right, contact us and we remake it free. Tell us whether the issue feels like size, width, last volume, measurements or a specific modification.
For deeper custom or bespoke changes, we go through your measurements and notes with you so the free remake fixes the actual problem.
A genuine fit problem is handled through the Fit Promise. A request to change leather, color or design after delivery is a different situation and may not be treated as a fit remedy.
Can I return or exchange the shoes?
For a fit problem, contact us first and tell us what feels wrong — we remake the pair free.
Do not send a pair back without instructions. We send you the return details, and return shipping for a fit remake is free.
Fit problem
Covered by the Handsole Fit Promise: free remake, with free return shipping.
Wrong item received
Contact us with your order number and photos so we can verify the mistake and correct it.
Damage or workmanship concern
Send clear photos before returning the pair. We need to see the issue first so we can advise the right next step.
Change of mind
This is different from a fit problem, especially for made-to-order or customized pairs. Contact us before assuming the pair can be returned as ordinary stock.
The formal refund policy can contain the legal transaction terms. This page explains the customer-facing fit process in plain language.
How can I get the fit right the first time?
You do not need to understand shoemaking lasts to order, but a few pieces of information can prevent avoidable mistakes.
Know your normal shoe size
Tell us what size you usually wear in comparable leather dress shoes, not only sneakers.
Choose the right width
Handsole uses D, E, EE and EEE widths. Width can matter as much as length.
Mention known fit issues
High instep, wide forefoot, narrow heel, one foot larger than the other — tell us before production when you already know it.
Ask before guessing
If you are between sizes or unsure about width, use the Sizing & Fit Guide or contact us before the order is made.