FAQs – Cortex London

Frequently asked questions

UK orders are typically delivered within 4–6 working days, with a maximum of 10 working days. In the rare event that we cannot deliver within this timeframe, you will receive a 10% discount on your next purchase as a token of our commitment.

Please note that, because our shoes are handmade in small batches and we keep limited stock, dispatch may occasionally take up to an additional 2 working days while your pair is carefully finished. Every order is shipped with full tracking details so you can follow its journey to your door.

Yes, we offer free standard shipping on all orders. No minimum spend required.

Yes, every order is shipped with a tracking number. You’ll receive it by email once your shoes are dispatched.

Yes, we ship worldwide. Free shipping applies to most destinations – any exceptions will be clearly shown at checkout.

For UK customers, all taxes and duties are already included in the price you see – no surprises on delivery. For international orders, duties may apply depending on your country’s rules.

We follow UK and EU sizing standards. You can find a detailed size guide on each product page to help you choose the best fit.

No problem – you have 30 days of free returns. You can exchange for another size or receive a full refund.

Currently, we offer standard fit. However, our leather naturally adapts to the shape of your foot over time, providing a custom-like fit.

Simply contact us at info@cortexlondon.com within 30 days of receiving your order, and we will guide you through the process. We provide a prepaid return shipping label at no cost to you, so returns are completely free. Make sure the shoes are unworn (aside from trying them on) and in their original packaging. Once you send the shoes back to us and we receive them, we can either issue you a full refund or send you an exchange (for a different size or style) – whichever you prefer. The whole process is designed to be quick and hassle-free, reflecting our commitment to customer satisfaction.

Yes, absolutely free. We do not charge any fees for returns. We will cover the cost of the return postage or courier pickup. We believe that offering free returns is an important part of great customer service. This means you can try our handmade shoes risk-free at home. If they’re not right for you, you won’t lose any money on return shipping. This policy applies to all customers, including international orders – we’ll work with you to arrange a local return solution at our expense. Free 30-day returns are a core part of our service commitment (even though UK law only mandates 14 days).

You have 30 days from the date your order was delivered to decide if you want to keep your shoes. We’ve extended the standard 14-day return period required by UK distance selling regulations to a full 30 days for your convenience. If for any reason you need a little extra time (for example, if you’re travelling or the shoes were a gift), please get in touch we’ll do our best to accommodate you. However, 30 days is usually plenty of time to try on and evaluate the product. Remember, if the product is defective, the 30-day limit does not strictly apply; please inform us as soon as you discover any issue, and we will take care of it.

We ask that the shoes are in new condition, which means no visible wear, damage, or dirt. It’s fine to try them on indoors to check the fit and comfort (we recommend trying on carpet or a clean rug to protect the soles). Avoid wearing them outside until you’re sure you’re keeping them. All original packaging should be included – such as the shoe box, any tags, inserts, laces, and dust bags that came with your order. If the shoes came with special accessories or a certificate, please return those as well. Essentially, we should be able to receive the shoes back and put them into stock for another customer. If an item is returned to us and it’s not in resaleable condition (unless due to a fault), we may have to decline the return or offer a partial refund. That said, we understand accidents happen – if you’re ever unsure about the condition, just talk to us; we aim to be fair and reasonable.

Once your returned shoes arrive back with us, we typically process the refund within 5 business days (often sooner). We’ll send you an email to confirm the refund has been issued. After we process the refund on our side, the time for the money to appear back in your account depends on your payment provider. Credit/debit card refunds usually reflect within 3–5 working days (timing can vary by bank). PayPal and other digital wallet refunds can be quicker (sometimes within 1–2 days). In total, from the day you ship the return to the day you see the refund, it’s often about 1 to 2 weeks. If you requested an exchange, we will ship the replacement item out to you as soon as possible – in many cases, we dispatch exchanges as soon as the return is in transit back to us, so you’re not left waiting. We’ll keep you updated at each step.

In the unlikely event your order is delivered damaged or you receive a different item than what you ordered, please contact us immediately at info@cortexlondon.com. We will apologise and resolve the issue right away. Usually, we will send you a free return label (or arrange a pickup) for the item, and we can either send out a replacement immediately or issue a full refund, depending on your preference. You will not have to wait or pay for any of this. Your satisfaction is our priority. Quality issues are very rare, as each pair is carefully inspected before shipping, but we’re here to make it right if it happens. We may ask for a photo of the damage or the wrong item (just to verify and to report back to our workshop), but we will take care of you as fast as possible.

We stand by the craftsmanship of our products. While we don’t have a formal extended warranty, we assure you that any manufacturing defects or premature quality issues will be handled by us. Our returns policy covers you for the first 30 days unconditionally, which should be enough time to spot any obvious issues. Even beyond that, if you encounter a problem that you believe is a manufacturing fault (rather than normal wear-and-tear), please let us know. We repair or replace shoes on a case-by-case basis if something wasn’t made right. Handmade shoes are built to last, and it’s our ethos to ensure you can enjoy them for a long time. In short, we won’t abandon you after the 30 days – we’re reasonable people, and we want you to love your shoes for years to come.

Taking care of your leather shoes will dramatically extend their life and keep them looking great. Here are some leather care tips:

Regular Cleaning: After wearing, especially if you’ve been outdoors, gently brush off any dirt or dust with a soft brush or cloth. For a deeper clean, you can use a slightly damp cloth to wipe the leather – but never soak the shoes in water, as leather can be damaged by excess moisture. If your shoes get wet (rain happens in the UK!), first wipe off excess water, then let them air-dry naturally, away from direct heat (do not put them on a radiator or use a hairdryer, as high heat can warp or crack the leather).
Conditioning: Leather is skin and can dry out over time. Every few months (or whenever the leather looks dry or dull), apply a quality leather conditioner or cream. This keeps the leather supple and prevents cracks. Use a soft cloth to rub a small amount of conditioner into the leather in circular motions, let it absorb for a few minutes, then buff off any excess. Conditioning nourishes the leather and helps maintain its natural oils.
Polishing: If you want to maintain shine or restore colour, use a matching colour polish or a neutral wax polish. After cleaning and conditioning, apply a thin layer of polish with a cloth or applicator brush, let it dry, then buff with a horsehair brush to a shine. Polishing not only makes the shoes look smart but also provides a light protective layer to resist water and scuffs.
Protecting: Consider using a waterproofing spray (sometimes called a suede protector or leather protector, depending on material) especially if you’ll wear the shoes in wet conditions. A light spray will make the leather more water-resistant and guard against stains. Always test any new product on a small hidden area first. For suede shoes, use only products specifically made for suede.
Proper Storage: When you’re not wearing your shoes, store them in a cool, dry place. Avoid damp basements or hot attics as extreme humidity or heat can damage leather. It’s best to use shoe trees (cedar wood shoe trees are ideal) – these help maintain the shoe’s shape and also absorb moisture from sweat, keeping the leather and insides fresh. If you don’t have shoe trees, stuffing the toes with plain paper (not newspaper, as the ink can transfer) is a decent alternative to help keep shape. If your shoes came with a cloth dust bag, use it when storing – it keeps dust off and prevents scratches from other items. You can also store them in their shoe box, but make sure it’s in a ventilated area so the leather can breathe.

By following these simple steps, your handmade leather shoes will not only last for many years but will also develop a beautiful patina over time, aging gracefully. Remember, well-cared-for leather can last decades, so a little bit of maintenance goes a long way in protecting your investment.

We acknowledge that using animal leather raises important questions. We are committed to sourcing our leather ethically and sustainably. Here are a few key points:

By-product of the Food Industry: The leather we use comes from cowhide that is a by-product of the meat industry. No animals are raised or harmed solely for their leather; instead, we make use of hides that would otherwise go to waste. This approach ensures that the animal is fully utilised and not simply discarded. In fact, research shows that using hides in this way prevents them from ending up in landfills or incinerators (which would create environmental pollution unnecessarily).
Lower Environmental Impact: Real leather is a natural material, unlike most vegan leather alternatives which are often made from plastics (synthetic materials derived from petrochemicals). Producing genuine leather (when done responsibly) can have a lower overall environmental impact than producing synthetic leather. Leather is durable and long-lasting, which means less frequent replacements and therefore less waste over time. Additionally, quality leather is biodegradable in the long run, whereas synthetic plastics do not biodegrade and can contribute to microplastic pollution.
Durability and Longevity: A key aspect of sustainability is making products that last. Our handmade leather shoes are built to be repaired and resoled, not thrown away. Leather shoes, if cared for, can be worn for many years (even decades). This durability means you’re not buying new shoes every few months, which reduces overall consumption and waste. In contrast, cheaper synthetic shoes often wear out quickly and end up discarded, which is not very eco-friendly.
Ethical Tanning and Practices: We work with tanneries that follow strict environmental and ethical standards. Wherever possible, our leathers are tanned using vegetable-based tannins rather than harsh chemicals, reducing toxic run-off. Our partners are required to treat wastewater and minimize pollution. We also insist on ethical labor practices in our supply chain – from farming through tanning and crafting – so that the people and communities involved are treated fairly.
No Exotic or Endangered Leathers: We do not use any exotic animal skins (such as crocodile, snake, etc.) in our products. All our leather is from common farmed sources (cow, and occasionally goat). This ensures we are not contributing to the exploitation of wild or endangered species. Additionally, by focusing on bovine leather, which is plentiful as a by-product, we ensure our supply is sustainable and not driving any illegal activities.

In summary, while vegan leather options can be suitable for those who avoid animal products, we believe that high-quality genuine leather, sourced responsibly, is a sustainable choice due to its longevity, natural origin, and the full utilisation of animal by-products. We are continuously exploring ways to improve sustainability – including looking at new eco-friendly materials and processes – but we also recognise the value of traditional leather done the right way. We want you to feel proud wearing our shoes, knowing they are crafted with respect for animals and the environment.

Sustainability is at the heart of our business as makers of long-lasting, handcrafted shoes. Here are some of the practices and values we implement to be as sustainable as possible:

Handmade Craftsmanship: Our shoes are handmade by skilled artisans in small batches. This means we don’t mass-produce huge quantities of product. Crafting shoes by hand is generally lower in energy consumption than factory mass production, and it allows us to maintain high quality so each pair lasts longer. We produce on a made-to-order or limited stock basis, which avoids overproduction and waste. By not overproducing, we significantly reduce the number of unsold items that might end up discarded.
Quality & Longevity: We focus on quality materials (like full-grain leather) and time-tested construction methods. This results in shoes that are built to last. As mentioned, a longer product lifespan is inherently more sustainable – it means fewer resources used over time. We encourage our customers to repair and resole shoes when needed (our shoes are designed to be resoleable). Keeping a pair of shoes going for many years is far better for the environment than buying disposable footwear every season.
Responsible Materials: Apart from leather (discussed above), we source other components with care. For example, our outsoles and insoles are sourced from reputable suppliers who often use recycled or natural materials (like cork or leather insoles, and rubber soles that meet European REACH standards for safety). We avoid excessive use of plastics. Any leather scraps in our workshop are collected and recycled or repurposed when possible (for example, into small leather goods or samples), minimising waste.
Eco-Friendly Packaging: We use minimal packaging that still protects your shoes. Our shoe boxes are made from recycled cardboard and are fully recyclable. We avoid plastic fillers; instead, we use paper padding. The tissue paper and any cards or inserts are made from recycled paper. We also opt for recyclable shipping materials. You won’t find unnecessary plastic or gimmicky extras in our packaging – we keep it simple, elegant, and sustainable. Additionally, we encourage reusing our sturdy shoe boxes for storage or other purposes.
Local and Ethical Sourcing: We try to source materials as locally as possible to reduce carbon footprint from transportation. Our leathers, for instance, are often from tanneries in Europe (such as Italy or Spain) known for quality and environmental standards, rather than shipping from across the world. We are also committed to fair labor practices – our shoemakers are paid fair wages and work in safe conditions. Sustainability isn’t just environmental, but also social; supporting traditional craftsmanship and providing fair employment is part of our mission.
Continuous Improvement: Sustainability is an ongoing journey. We stay informed about new materials (like innovative plant-based leathers or recycled components) and will incorporate them if they meet our quality standards and truly offer an environmental benefit. We also welcome customer feedback – if you see an area where we can improve, please let us know. For example, if you think our packaging could be even more eco-friendly, or you’d like an option for carbon-neutral shipping, we’d love to hear from you. We believe in transparency and are happy to discuss how our shoes are made and what they’re made of.

Our goal is to make shoes that you feel good about – not only because they look and feel great, but because they align with your values about sustainability and ethical production. By investing in a pair of well-made, long-lasting shoes, you’re making a sustainable choice, and we’re here to back that up with responsible practices at every step of the process.

Great question! There are several reasons why handmade leather shoes stand out:

Quality & Durability: Handmade shoes are crafted by experienced artisans who pay attention to every detail. This often means the stitching is stronger, the fit and balance of the shoe are carefully tuned, and the materials are top-grade. Mass-produced shoes (especially at very low price points) often use shortcuts – synthetic materials, glued construction instead of stitching, etc. – which can’t match the longevity of a well-made hand-crafted shoe. A handmade leather shoe might cost more upfront, but it can last many years (and can often be repaired or resoled to extend life even further), providing better value in the long run.
Comfort & Fit: Artisans making shoes by hand can make fine adjustments during production that machines or factory lines might not. There’s a level of care in shaping the shoe (lasting) and handling the leather that results in superior comfort. High-quality leather also moulds to your feet over time, becoming even more comfortable with wear. Many customers report that once they try a good pair of handmade shoes, they find them far more comfortable than mass-market shoes because of the soft, breathable leather and the balanced construction.
Unique Craftsmanship: Each pair of handmade shoes carries a bit of the craftsperson’s skill and dedication. There’s a story and heritage behind them. Our shoes are not pumped out by the thousands; they’re made in limited quantities with love and craftsmanship. This means you’re wearing something unique – not the same sneakers or fast-fashion shoes that millions of others have. You can often see subtle hand-finished touches. For example, hand-burnished patinas or hand-stitching details that add character to the shoes.
Ethical Production: By choosing handmade shoes from a brand like ours, you’re supporting ethical production methods. Our artisans work in good conditions and are fairly compensated for their expertise. In contrast, extremely cheap mass-produced shoes may be made in factories with poor labor standards. We believe in quality over quantity – both in production and in consumption. Owning fewer pairs of well-made shoes is better for the world (and your wardrobe) than lots of cheaply made ones.
Materials: We use premium full-grain leather (the strongest part of the hide) and other quality components. Mass-produced budget shoes might use split leather or even plastic that looks like leather. The difference is noticeable in how the shoes age: full-grain leather develops a beautiful patina and actually can look better with time and care, whereas cheap materials may crack or peel. We also ensure our materials (leather, thread, glues) are chosen to be durable and safe (e.g., EU-standard glues with low VOC, etc.).

In short, handmade leather shoes are an investment in craftsmanship and quality. They offer you style, comfort, and durability that cheaper mass-market shoes simply can’t match. Plus, there’s a special satisfaction in knowing your shoes were made by hand, by a real person devoted to their craft, rather than on an assembly line. It’s a different level of product, one that we’re proud to offer and we’re confident you’ll appreciate every time you wear them.

Great question! There are several reasons why handmade leather shoes stand out:

Quality & Durability: Handmade shoes are crafted by experienced artisans who pay attention to every detail. This often means the stitching is stronger, the fit and balance of the shoe are carefully tuned, and the materials are top-grade. Mass-produced shoes (especially at very low price points) often use shortcuts – synthetic materials, glued construction instead of stitching, etc. – which can’t match the longevity of a well-made hand-crafted shoe. A handmade leather shoe might cost more upfront, but it can last many years (and can often be repaired or resoled to extend life even further), providing better value in the long run.
Comfort & Fit: Artisans making shoes by hand can make fine adjustments during production that machines or factory lines might not. There’s a level of care in shaping the shoe (lasting) and handling the leather that results in superior comfort. High-quality leather also moulds to your feet over time, becoming even more comfortable with wear. Many customers report that once they try a good pair of handmade shoes, they find them far more comfortable than mass-market shoes because of the soft, breathable leather and the balanced construction.
Unique Craftsmanship: Each pair of handmade shoes carries a bit of the craftsperson’s skill and dedication. There’s a story and heritage behind them. Our shoes are not pumped out by the thousands; they’re made in limited quantities with love and craftsmanship. This means you’re wearing something unique – not the same sneakers or fast-fashion shoes that millions of others have. You can often see subtle hand-finished touches. For example, hand-burnished patinas or hand-stitching details that add character to the shoes.
Ethical Production: By choosing handmade shoes from a brand like ours, you’re supporting ethical production methods. Our artisans work in good conditions and are fairly compensated for their expertise. In contrast, extremely cheap mass-produced shoes may be made in factories with poor labor standards. We believe in quality over quantity – both in production and in consumption. Owning fewer pairs of well-made shoes is better for the world (and your wardrobe) than lots of cheaply made ones.
Materials: We use premium full-grain leather (the strongest part of the hide) and other quality components. Mass-produced budget shoes might use split leather or even plastic that looks like leather. The difference is noticeable in how the shoes age: full-grain leather develops a beautiful patina and actually can look better with time and care, whereas cheap materials may crack or peel. We also ensure our materials (leather, thread, glues) are chosen to be durable and safe (e.g., EU-standard glues with low VOC, etc.).

We accept all major credit and debit cards, as well as PayPal, Apple Pay, and Klarna.

Yes, our checkout is fully encrypted with SSL and PCI DSS compliance, ensuring your data is safe.

Yes, you can split your payment with Klarna, interest-free.

Yes, if your order has not yet shipped, we can cancel or amend it. Just email info@cortexlondon.com as soon as possible.

Frequently asked questions

Men's Oxford

Men's Derbies

Men's Monks

Men's Moccasins

Men's Boots

Woman's Chelsea

Woman's Flats

Woman's Tassel

Woman's Moccasins

Woman's Boots