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FAQ

We hope that most of your queries will be answered in all the relevant sections on our website. However, we compiled a list of the questions frequently asked by our customers, just in case you can’t quite find the information you’re looking for.

1. Q:	What materials are in Fivefingers?
A:	The Classic, Sprint, KSO and Flow models’ upper is made with a thin, abrasion-resistant stretch polyamide fabric. The Moc, Performa, and KSO Trek models’ upper is made with a soft, tear resistant kangaroo leather. The shoe sole is made from TC1 performance rubber compound, it’s non-marking and provides excellent grip and ground feel in both wet and dry conditions.

2. Q:	Care and Cleaning
A:	Vibram FiveFingers are machine washable. Use gentle, warm water cycle with liquid or powdered detergent. Hang to air dry. Make sure to keep the KSO Trek, Performa, and Moc away from direct sunlight or heat source while drying.

3. Q:	Can I use Fivefingers in fast moving water?
A:	The Sprint, KSO and Flow offer secure hook and loop closures and can be used for a variety of water sports and activities. However, the original FiveFingers Classic should not be used in fast moving water. Becasuse the Classic fits low on the foot, the water current or pressure can pull the product off of your heel.

4. Q:

How should my Fivefingers fit?

Ideally, you will want your toes and heel to fit into each pocket comfortably snug, with your longest toe grazing the end of the toe pocket. You do not want the standard 1/2 inch of “wiggle” room as desired in traditional footwear.
Although it is perfectly fine for your toes to graze the end of the toe pockets, make sure that each toe can extend fully. If any of your toes are scrunched or curled due to lack of space, you need to go up in size. Alternately, if you wiggle your toes and they slip out of the toe pockets, you need to go down in size. Ultimately, you should find a pair that you are comfortable in and that allow you to perform activities freely and naturally—as if you are wearing no shoes at all!

5. Q:	Do Fivefingers come in children’s sizes?
A:	FiveFingers start at size 35 for women, which equates to an 8 & 3/8th inch foot length. This is too big for most children but many youth sizes can fit into our smaller women’s models. Select any model of FiveFingers to view our size conversion chart to see if your child’s foot can fit.

6. Q:

Are your sizes the same as the market?

Yes. All products are currently offered EUR 40-45 for men and EUR35-40 for women. Below is our size chart, please check it attentively before your purchase.

MEN:

INCHES	EUR
10	40
10 1/4	41
10 1/2	42
10 3/4	43
11	44
11/4	45

WOMEN

INCHES	EUR
8 3/8	35
8 5/8	36
8 7/8	37
9 1/8	38
9 3/8	39
9 5/8	40

Questions about purchasing

1. Q:

Do you do international deliveries?

We do shipping to those countries and regions including Australia, Belgium, Brazil, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Greenland, Hong Kong, Ireland, Italy, Japan, Korea, Republic of Malaysia, Netherlands, New Zealand, Norway, Portugal, Russian Federation, Spain, Switzerland, Taiwan, United Kingdom and United States. Above is not the complete list of the countries we could ship to, if your location is not in the list, you could send us an email to consult if we could ship the parcel to your countries.

2. Q:	What are the accepted forms of payment?
A:	vibram-fivefingerssale.com accepts payment by valid Credit Cards- Visa, MasterCard. Western Union payment is also acceptable. But payment by cash, cheque, money orders, government subsidized program card, gift card, personal check or store charge account is unavailable.

3. Q:	What should I do when I am getting an error when I pay with my credit card?
A:	If you are trying to checkout using credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without payment should be cancelled within 24 hours. Please check with your credit card company to verify that your card is in good standing if your three orders or more did not go through.

4. Q:

What would happen if my credit card charged but my order did not go through?

If you did not receive an order confirmation number at the end of the transaction, your order was not completed. vibram-fivefingerssale.com will reserve funds for purchases from credit cards. These reserved funds will appear back on to your credit card within 24-48 hours. All successful orders that receive an order confirmation number will be billed the charged amount when the item is shipped from our warehouse.

5. Q:	What shipment methods do you offer, and how long will it take?
A:	We ship order via EMS and DHL usually. International order will take 5-9 working days from purchasing; it depends on what kind of methods you choose from. Free Shipping offer is valid on EMS and it takes 5-7 days. If you choose 3-5 business days, i.e. DHL, $18 will be charged for per pair shoes. Shipments of orders to Netherlands and Italy are shipped via DHL only.

6. Q:

How do I track my order?

You can check the status of your order at any time by going directly to the Order Status section on www.vibram-fivefingerssale.com. Please note that you will need your order number and e-mail address in order to use this feature. And we will email the tracking number once your product is dispatched, please check your email box frequently. You can visit the following site to tracking your order:
EMS: http://www.ems.com.cn/english-main.jsp
DHL: http://www.dhl-usa.com/home/home.asp

7. Q:	How can I change my order once it has been placed?
A:	If for any reason you wanna change your order, please email us as soon as you are aware of the changes to be made. We will work as hard as we can to update your order (within a reasonable time frame after placing the order) to accommodate you. But understand that some orders are shipped very soon, it will not always be possible to make changes.

8. Q:	How do I cancel my order?
A:	Please email to us within 6 hours of purchasing, you will be notified of the refund via email once successfully cancelled. Please note: we are unable to cancel an order once we have shipped it.

Questions about After-Sales

1. Q:

The product I received looks different from the image on the website?

While every effort is made to ensure that details and colors are correct at the time of being placed on the website, we cannot be held responsible for any errors. All product images on our website are as accurate as possible, however due to the inconsistency of monitors and screens, color tones and shades may not be exact to the product, we thank you for your understanding on this matter, and please check it attentively before your purchase your items.

2. Q:	I’ve received the wrong item, what can I do?
A:	Please contact our customer service clerks and explain that the item has been sent in error and that a replacement for the correct item is required. Please re-seal the item in its original packaging and take this to any Post Office. We would advise you to obtain a proof of postage as vibram-fivefingerssale.com is not responsible for returns until they are received.

3. Q:	I’d like to exchange an item, how can I do this?
A:	Firstly, you should contact our customer services to explain why you wanna exchange your item, and request for the return address. Once we receive your returned item, we would arrange the reshipment for your order as soon as possible.

4. Q:

How do I return a product purchased at vibram-fivefingerssale.com?

We design our products to bring quality and performance to our customers' active life. We feel the same way about customer service. If you feel the need to return or exchange an item, we will gladly make it happen.
Items can be returned for a refund or exchange for any reason within 14 days of the date of purchase. After 14 days, items must be unworn and unwashed to receive a refund or exchange. Refunds will be issued based on the original form of payment.

Without a receipt:
Items originally purchased from our store can be returned for an exchange at the current selling price if the item is unworn and unwashed.
Reserving the Right:
vibram-fivefingerssale.com reserves the right to make adjustments to the Return Exchange policy. Special circumstances may require partnership with corporate business partners.
For more information, please click Return Policy.

5. Q:

Will I have to pay any additional fee for the exchange or refund?

It depends. If for any reason you were not satisfied with the item, and the fault are not caused by us, but you request for an exchange, the shipping fee and the reshipping fee should be paid by you. If you request for a refund, the initial shipping is not refundable. But if factual proof that fault were caused by us, we would take responsibility for that case and would not charge any additional fee.