FAQ

How can we help?

Monday to Friday 9:30 am - 5:00 pm EST 

Website Orders:

  • Online orders are processed Monday - Friday, 3-5 business days of order placement, unless indicated in the product description. If your order was placed during a promotional sale, please expect 7-14 business days for your order to ship.

  • Orders placed after 1pm EST Friday or Saturday/Sunday will be processed the following Monday morning.

  • On occasion, an order may be placed on hold. In that event, we will contact you within one business day to gather the information we need to expedite the order. If we attempt to contact you and do not receive a response after five business days, we reserve the right to cancel your order.

  • During TKEES support hours (Monday to Friday 9:30 am - 5:00 pm EST) you can cancel or modify your order up to one hour from the time your order is submitted.

      Pre-sale/Pre-order:

      What is a pre-sale/pre-order?

      Pre-sale/pre-order items are items that have not yet arrived in our warehouse, but can be purchased and reserved in advance of their arrival. Once your order has been processed and prepared for shipment we’ll notify you with your tracking number and expected date of delivery. Delivery times are dependent on our shipping partner in your country of origin.

      Pre-sale Ship Date

      An item on pre-sale has an estimated ship date. This date has the potential to change if the shipment encounters delays on the way to our warehouse. In the event that your shipment is delayed for any reason, we will let you know by email.

      Monogram Orders:

      Please allow up to 10 business days for processing before your order is shipped. At this time we can only monogram three (3) characters on the Nudes, Liners, Pigments and the Lily Mattes in gold foil. Due to the personalization process, all monogrammed items are final sale.

      Promo Codes:

      We all love a deal, but there are a few little rules:

      • Only one code may be used per order.
      • Certain items (including all sale items) are excluded from special offers.
      • Codes may not be applied after an order is processed.

          Sale Items:

          • Unless indicated otherwise, all orders purchased on discount greater than 25% are final sale and cannot be returned or exchanged.
          • We do not honour price adjustments on items purchased before a sale.

              Care Tips:

              Once you have a pair of TKEES, you definitely want to take good care of it to maintain the high quality. To do so, we suggest using a specially formulated leather cleaner and conditioner. As TKEES are made from fine leather from Brazil, please keep them away from water as well as avoiding oil or lotion on the bottom of your feet.

              How-to: Iron on TKEES Patches

              What you’ll need: 

              1. Ironing board
              2. Plain piece of paper
              3. Your patch 
              4. Iron

              Step 1 - Lay your garment out smooth (make sure there are no wrinkles) and place your patch down on the desired area

              Step 2 - Use the sheet of paper as a barrier between the iron and the patch 

              Step 3 - Preheat your iron. Use the cotton setting for cotton blends. 

              Step 4 - Place the iron down over the sheet of paper. Keep the iron moving over the patch to prevent overheating.

              Step 5 - Apply the heat for about 45 to 60 seconds.

              Step 6 - Once the time is up, remove the heat and then remove the piece of paper. 

              Step 7 - Let the patch and the garment cool before handling

              Step 8 - If the edges are not fully bound, apply the heat for a few more seconds with focus on the edges. 

              Step 9 - We always suggest adding a small stitch with a needle and thread in a few spots around the patch if possible to add a bit more security.


              *Note: do not wash or dry the garment with the patches using any extreme heat. Hot water or extremely hot dryers can soften the adhesive causing the patch to come off the garment. 


              We suggest that patches only be used on 100% cotton items. This includes our entire CORE clothing collection. It does not include our Sleek Fleece and Cashmere collection. Please note all items are final sale.