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ORDERS
How long will it take to process my order?
Orders are generally processed 1-2 business days (Monday-Friday, excluding holidays). Your card is authorized when the order is placed to verify that the funds are available.
Is ordering online secure?
Santa Rosa Brand is proud to offer our customers a safe and secure shopping experience. We use the highest level of security on our website. All credit card information is encrypted, protecting against disclosure to third parties.
Why is my card being declined if there are sufficient funds in my account?
If you are receiving an error message after entering your payment information, please double check to make sure that you entered the following information correctly:
- Your name as it appears on the card
- Billing address on file with your card issuer
- Card number
- Card Verification Number
- Card expiration date
If you are still experiencing problems, please call your card issuing bank for further details.
Is sales tax added to my order?
Santa Rosa Brand is required by law to collect sales tax on orders shipped to Arizona, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.
Can I make changes or cancel my order?
To ensure we take the correct action, please email support@santarosabrand.com with updates or changes or call the offices (877) 888-6228 (in the US) or (805) 987-1300 to make any changes to your order. Our customer service hours are M – F, 8AM – 5:30PM CT.
SHIPPING
What are the available shipping methods?
Santa Rosa Brand currently offers FREE UPS Ground shipping within the United States for all orders over $99!
When will my order get shipped out?
Santa Rosa Brand works hard to get your order processed and shipped as soon as possible. Orders received before 1:00pm CST Monday – Friday will generally ship within 2-3 business days via UPS. Any order received after 1:00pm CST Monday – Friday, or on observed holidays will be shipped on the next available business day. Orders placed over the weekend will process Monday, and first day of travel will be Tuesday. Please note this applies to in-stock items only.
How long will it take to receive my order?
If your order is received after 1:00pm CST, in-stock items will ship from our Lake Dallas warehouse within 2-3 business days, excluding observed holidays or other noted exceptions. When your order has been shipped, you will receive an email confirmation with your UPS tracking number. Please note, weekend delivery is not available. Listed below are the estimated delivery times:
UPS Ground: Allow 5-7 business days for delivery.
Do you offer international shipping?
At this time, we ship to Canada, Australia, U.K, France, Italy, Germany and more countries. We are working on adding more countries to the list.
Do you ship to military addresses?
Unfortunately, at this time, Santa Rosa Brand is not shipping to APO/FPO/DPO addresses.
What are the observed holidays?
We have a standard holiday observance schedule. We are not open on New Years Day, Christmas, 4th of July, Labor Day, Thanksgiving and other regular holidays throughout the year
RETURNS
RETURN POLICY: Santa Rosa Brand will gladly accept returns on items in their original condition within 30 days of the original invoice date from customers who purchased their Santa Rosa Brand product from the santarosabrand.com website. Item(s) must not be worn, damaged, altered or washed and include all original product packaging – boxes, shoe boxes, plastic bags, tissue, etc. All returns are subject to inspection. If the product is found to be worn and in not resalable condition, a refund will be denied. At the customer's expense and request, used product will be shipped back. To avoid scuff marks, we strongly recommend walking on a carpeted area when trying on footwear. We will only accept returns for items purchased at santarosabrand.com. All other returns must be taken to the original point of purchase.
What is Santa Rosa Brand's Warranty?
6 MONTH LIMITED EXCHANGE AGAINST DEFECTS FOR MERCHANDISE PURCHASED THROUGH SANTAROSABRAND.COM WEBSITE or authorized dealer. Santa Rosa Brand footwear products are warranted against defects in craftsmanship and materials within 6 months of purchase. Proof of purchase is required for all warranty claims. Weather and water damage will not be considered for product replacement. This limited warranty does not cover, and Santa Rosa Brand shall have no obligation or liability with respect to, improper or inadequate fit once footwear product has been worn/used. Upon review, if a defect is found in one of our products as the result of normal use, Santa Rosa Brand footwear will repair the defect or exchange the product. All other defect claims must be taken to the original point of purchase. If the product is found not to be defective, you may request to have the product returned to you at your expense.
How do I return products from santarosabrand.com?
Simply visit the website, scroll to bottom. Click on Start The Return to start the return process. You will need your original customer order number and the last name on the order. Please note, FINAL SALE items cannot be returned for exchange, credit, or refunds.
How long does it take to process my refund?
Exchanges can be requested during the RMA process. Product coming back to exchange is shipping to and from TX, and will be shipped via UPS ground, unless expedited shipping was paid on the original order. A two-week turnaround is common, as we will ship the exchange item out once the original pair is returned at our returns center.
How will I be refunded for a return?
The original method of payment will be refunded for returns received within 30 days of the original invoice date (exceptions made during Holidays) and accompanied by an original order ID number. Please be aware of your original purchase date and take the necessary steps to ensure that we receive your return item(s) before the 30 day time period. Returns for refunds or credits are subject to a $5 restocking fee per return that will be deducted from the refund amount. If you are returning multiple items for refund or credit, please ensure that all are submitted in the same RMA (shipped together) to avoid multiple restocking fees.
How do I return an item(s) I received as a gift?
If you received an item purchased at santarosabrand.com as a gift, we will be happy to conduct a return if the item(s) has not been worn, altered or washed and includes all original packing - boxes, shoe boxes, plastic bags, tissue, etc. Original order ID number, customer’s name and/or email address will be required to locate the purchase information.
Are Gift Cards returnable for a refund? If I use a gift card to make a purchase, how will my refund be issued? Gift cards are non-refundable. Orders placed with a gift card will be refunded back to the original gift card number.
Are items purchased on sale returnable?
Items purchased on sale may be returned, however, FINAL SALE items cannot be returned for exchange, credit, or refunds.
GENERAL INFORMATION
Can I order a style that is not on the website?
At this time, only in-stock styles are featured on our website. If your favorite style or size is not listed, please contact us, and we will find an authorized retailer in your area. Please make sure to specify your city and state and the style, color, and size you are looking for when submitting the request.
Finding closest authorized retailer in my area?
Select Santa Rosa Brand products can be found at authorized retailers across the United States. To find the nearest store in your area, please contact us with your city, state and style(s) you are interested in and we will do our best to find an authorized retailer in your area.
What is a GoodYear Welted sole?
This process is the traditional method for the manufacturing of men's dress shoes and it takes its name from the inventor who came up with the original hand sewn method. The benefit of a dress shoe which is made using the Goodyear welt construction is that the system allows for constant flow of air through the shoe, which keeps the shoes ventilated, durable and strong. These types of soles can also be replaced.
How do I care for my Santa Rosa Brand shoes?
If this product gets dirty, clean it off with a damp cloth and leave it to dry away from strong heat sources and direct sunlight. Polish with a soft cloth, using a natural leather cream containing no solvents. Suede leathers should be brushed with a soft bristled brush without using creams. Leatherhoney is a product we like and use on our own shoes!
How do I find my shoe size?
Men’s styles generally range from sizes 7 – 13. If a particular shoe fit varies from normal, we will advise you accordingly in the product description. We aim to provide advice as best we can regarding sizing, but unfortunately, we cannot guarantee sizing for individual customers.
Would the shoes I order look same as on the photo?
The distinctive finishing on the leathers of Santa Rosa Brand product is created in our workshops one piece at a time. This unique hand finishing process results in no two products ever looking the same. The differences in tone and texture are a statement to their authenticity which we proudly stand behind.
Can I use a coupon on my purchase?
Coupon codes cannot be applied to any sale item or combined with any other promotions or offers. Online promotional codes can only be used once and cannot be applied after the order has been placed. All promotional codes are case specific.