Snow covered mountain

FAQ

(Frequently Asked Questions)

Product Questions

Can I use my custom orthotics? 

Most Giesswein styles feature removable footbeds that can accommodate custom orthotics. All styles within our Houseshoes and Lodge Shoes collections can accommodate many custom and off-the-shelf orthotics.  Due to the custom nature of orthotics, we recommend consulting with one of our many independent retailers who excel at overall fitting and advice regarding using orthotics with a pair of Giessweins. If an orthotic inserted into your pair of Giessweins causes the shoes/seams/wool to take on a shape different than that of the ‘out-of-the-box original’ (using our proprietary footbed), then please consult with your pedorthist: improperly fit orthotics could cause extraordinary stress to your Giessweins, invite premature wear-and-tear problems, and void our 6-month warranty.

Where are Giesswein shoes made?

Giessweins are made in Europe: primarily in our factory in Austria (where 100% of our boiled wool is created), but a few styles are made in Portugal as well. Look on the inside of the shoe to see the country where it was manufactured. 

I have a problem with the Giesswein shoes that I purchased from giesswein-usa.com. Who do I contact?

Giesswein stands by its product and offers a limited warranty for every pair we produce. We guarantee our shoes against defects in manufacturing/craftsmanship (but not wear-and-tear) for up to six months from the date of purchase. If you make a warranty inquiry through this site, we always recommend that you attach a picture or two so that we can better, er, size up the situation for you. If you believe there is a defect with the materials or workmanship, please contact our Customer Service for assistance. Please note: Giesswein cannot assist with requests on purchases made through unauthorized dealers or third-party auction sites.

I have a problem with the Giesswein shoes that I purchased from an Authorized Giesswein Retailer. Who do I contact?

Giesswein stands by its product and offers a limited warranty for every pair we produce. We guarantee our shoes against defects in manufacturing/craftsmanship (but not wear-and-tear) for up to six months from the date of purchase.  If you believe there is a defect with the materials or workmanship, please contact the dealer where you purchased your footwear for assistance.

I have a problem with the Giesswein shoes that I purchased on a third-party auction site. Who do I contact?

We recommend that you contact the seller. Please note: Giesswein cannot assist with requests on purchases made through unauthorized dealers or third-party auction sites. Authorized Giesswein dealers can be found on the Find A Retailer page.

Sizing

How can I figure out my Giesswein shoe size? 

It depends on which style you are considering: since there are two different ‘conversion standards’ within our collection, we recommend that you refer to the provided size chart on the page of the style that you are considering. You can also chat with Giesswein Customer Service for more information.

Due to our orthotic quality arch supports and the unique natural elasticity of our boiled wool, our shoes are very “fit specific.” Thus, we always recommend (whenever possible) that all first-time Giesswein wearers locate a local independent retailer that carries Giesswein to have your foot properly evaluated and sized by these experienced professionals to ensure the best Giesswein fit. We make shoes for an active lifestyle, so it is most important to evaluate the fit and comfort of a pair of Giessweins when you are in motion (not simply at rest).

Material Care

How should I care for my Giessweins? 

It depends on which style you wear: since there are varied constructions and combinations of materials used in our collections, please check the individual product pages on our site that correspond to your Giessweins. There, we have provided detailed instructions on how to best care for your Giessweins and preserve their longevity and character. For special care questions or circumstances (don’t worry: we’ve heard them all by now), you can also chat with Giesswein Customer Service.

Where to buy

How can I order a particular style that my Giesswein Retailer doesn't carry?

Most of our Retailers participate in our special order program. If you have a specific request, please notify your Retailer and ask to place a special order. You may also be able to purchase this style direct from Giesswein, as we sell select styles direct to consumers on giesswein-usa.com.

Why should I purchase my Giesswein products through an authorized Giesswein dealer?

Giesswein works closely with its dealers to ensure customer satisfaction. An authorized Giesswein dealer will be able to provide assistance should you encounter a problem with your purchase. Authorized Giesswein dealers can be found on the Find A Retailer page.

Can I buy footwear directly from Giesswein?

Yes, you can purchase footwear directly from Giesswein on our website.

Where can I purchase Giesswein products?

Giesswein shoes can be purchased through any of our authorized dealers or directly from Giesswein via giesswein-usa.com. Authorized Giesswein retailers can be found on the Find A Retailer page.

Miscellaneous

I saw a certain Giesswein style in Europe (or on the European website), but can’t seem to find it in the USA: how do I order this item?

Due to different national preferences, fit expectations, and product usage, the Giesswein collection in the USA is quite different than the Giesswein collection in Europe and other parts of the world. At this time, we only offer those items that are part of the US collection. However, if there are items that you are anxious to see made available in the USA in the future, please send us your suggestions: we are always looking to expand our offering to consumers.

How do I order Giesswein clothing?

Giesswein has been making unique boiled wool jackets and sweaters for men, women, and children since 1954. Unfortunately, the clothing collection is currently not distributed in the USA or available for shipping to the USA through any European retailers. 

Product Warranty/Repairs

Do you have a product warranty? 

Giesswein stands by its product and offers a limited warranty for every pair we produce. We guarantee our shoes against defects in manufacturing/craftsmanship (but not wear-and-tear) for up to six months from the date of purchase. This warranty is honored through the retailer where the pair was purchased. (If the shoe was purchased through this site, then we can assist you directly.) Retailers’ exchange/return policies can vary from retailer to retailer, but we insist that all retailers adhere to the warranty guidelines stated above. If you make a warranty inquiry through this site, we always recommend that you attach a picture or two so that we can best assist in our response.

If you purchased your pair of Giessweins from our website (giesswein-usa.com) and should experience any defect in quality and/or craftsmanship within six (6) months from date of purchase, please send us an email with a brief description of the problem (as well as related pictures) and reference your original order number. We will assess your defective claim as best as possible from the pictures and information provided and will send a response within 3 business days. If we require closer inspection of the defective claim, we may advise you to return the product postpaid to our warehouse. We recommend that you use a traceable shipping method (USPS, UPS or FED EX) and that you insure your shipment against loss or damage. All returned product will be thoroughly inspected. Defective product deemed to be covered by our limited warranty will be exchanged or credited at our sole discretion. (Return shipping charges are not refundable for defective merchandise.)  If, upon inspection, we deem the product to be non-defective (and thus not covered by our warranty and eligible for for credit/exchange), per your choice, the product will either be returned to you or donated to a local charity.

Can you repair a hole in my Giessweins? 

We do not offer any repair options at this time. Depending on foot shape, gait, and levels of usage, occasionally some wearers’ toes do poke through the wool over time. This is not necessarily a defect, but rather the nature of textile (vs. leather) in general. In many cases, these holes can be repaired to extend the life of the shoe. We recommend that anyone experiencing a hole in the textile after seasons of wear check with a local seamster/tailor—because our shoes are mainly constructed of wool, we find that regular cobblers are not so well suited to repairing the shoes. A good tailor should be accustomed to working with wool (sweaters, etc.,) and they should be able to offer a reasonable stitching or patch solution that will prolong the usage of your Giessweins for many seasons to come.

Everyone’s ‘walk’ is very unique, so the speed of wear-and-tear differs for everyone. Foot and toe shape can also cause varying levels of wear on different points of our shoes. Some people wear them for years and years; others replace their indoor Giesswein's every year or so. Some wear natural wool socks with their Giessweins while others go barefoot: this can also determine how soon you wear though certain pressure points in the shoe. For anyone who is prone to wearing through the toes in wool shoes, we always recommend wearing a sock (preferably wool, of course): this is going to put a slight barrier between the toes and the shoe upper and helps delay the natural wearing through of the textile. (It is much less expensive to replace a pair of socks than pair of European wool shoes.)

Can my Giessweins be resoled?  

We do not recommend resoling any Giessweins. Instead, for continued superior performance, we recommend that you replace your Giesswein shoes.

For Houseshoe styles exclusively, based on our unique manufacturing process and material choices, you will naturally experience breakdown in the outsole over time; that does not mean that they are defective or unfit for wearing…

Giesswein indoor Houseshoe styles feature our patented natural-latex dipped outsole that is designed exclusively for indoor use. Our natural latex outsole is not a stiff, solid separate rubber piece that is either chemically glued or cemented to the wool shoe. Instead, we actually dip the wool base/bottom into a pool of natural latex—this latex not only coats the outside of the shoe, but also soaks into the underlying wool. This offers several benefits to the wearer: 1) the shoe stays very flexible underfoot (because it is not restricted by the stiffness of a hard rubber outsole), 2) it is environmentally sensitive (we do not have to use industrial/abrasive glues or cements to bond the outsole and shoe), and 3) it allows one to machine wash the shoe without experiencing any separation of outsole from shoe. Over time, the superficial latex covering will wear down eventually to the point that you will see the underlying wool at the primary underfoot pressure points (which for some are ball of the foot and others in the heel—everyone’s gait, foot movement, and wear-and-tear ‘hot-spots' are unique). We believe that this unique bottom offers the best comfort available for an indoor shoe. While a stiff rubber sole that is glued on might not show wear-and-tear as soon, we believe that the aforementioned comfort and environmental benefits provided by our unique dipping process outweigh those of a hard rubber insole for indoor use.

Most importantly and surprisingly, the shoes are designed to be continuously enjoyed long after these first worn spots are visible. The exposed wool is soaked with latex and, since usually there are still other areas of the outsole that show lesser wear, the shoe will continue to provide traction. The worst thing that you can do is throw them away prematurely because you have started to wear through the latex in certain spots. Much of our staff continues to wear them for months (if not years) after the first spots of wear and wool begin to show. The attrition of latex in these areas will not cause any reduction in the support and comfort of the shoes since the real strength and structure of the shoes is in the sturdy boiled wool and Ultra-Comfort footbeds. One thing to keep in mind: when the outsoles are nearly bare of latex everywhere, there will be some reduction in the amount of traction provided. Our rule of thumbs is, until the shoes start splitting at the seams or are uncomfortable to wear, they should continue to be enjoyed.          

Everyone's 'walk' is very unique, so the wearing of the outsoles differs for everyone. Foot and toe shape, posture, activity levels, and many other factors can cause varying levels of wear on different points of our shoes. Some people wear them for years and years; others replace their indoor Giesswein's every year or so. 

Purchasing from giesswein-usa.com

Where will you ship?

Giesswein will ship orders to the 48 contiguous United States and the District of Columbia. (We hope to add Alaska and Hawaii soon.) Unfortunately, at this time, we are unable to ship internationally.

What payment methods does giesswein-usa.com accept?

giesswein-usa.com accepts Visa, MasterCard and wooliscool.com gift cards as methods of payment.

What is the shipping cost when purchasing direct from giesswein-usa.com?

giesswein-usa.com adds an $8 shipping charge for a single pair order or a $12 shipping charge for orders of 2 or more pairs within the continental United States.

Is your website secure? Is it safe to order from your website?

The security of your information is a top priority at Giesswein. We take security very seriously using industry-standard security measures to protect the loss, misuse, and alteration of your personal information.

I bought a shoe from giesswein-usa.com that I want to return. How do I return it?

We hope that you love your new Giessweins, and we realize that sometimes they might not be the perfect fit for your foot or simply don’t suit you. If you would like to return an item, it must be unworn, in new condition, and returned in the original packaging within 30 days. To simplify the process, we have included a prepaid UPS shipping label with your original shipment. We just ask that you provide us with a few details on the back of the card to help us quickly process your return or exchange. Giesswein does not reimburse any shipping charges associated with the original sale.

I need to exchange a shoe that I bought on giesswein-usa.com. How do I exchange it?

To simplify the process, we have included a prepaid UPS shipping label with your original shipment. We just ask that you provide us with a few details on the back of the card to help us process your return and desired exchange as quickly and accurately as possible. Giesswein does not reimburse any shipping charges associated with the original sale. If you are exchanging an item, the exchange return shipping is free. Your exchange order is placed once we receive and inspect your return. If there is a difference in cost from the item you are returning, and that difference is less than the initial item purchase price, Giesswein will credit your original credit card used at time of purchase. If the difference in cost for your exchange item is greater than the initial item purchase price, Giesswein will charge the difference to the credit card provided on your exchange form. Please note, exchanges are subject to availability. If the requested exchange item is unavailable, Giesswein will issue a credit to your credit card used for the initial item purchase.

How long does it take to exchange or return a shoe purchased from giesswein-usa.com?

Please allow 5 to 7 business days from the mailing date of your return to the final receipt and processing of the return at our distribution center.

When can I expect to see the refunds reimbursed to my credit card?

Refunds will be issued to the original credit card used at time of purchase. Please allow 5 to 7 business days after return receipt/processing at our distribution center for the credit to be issued to your card.

Do I have to pay for shipping on my return or exchange?

If you are exchanging an item the return shipping (and shipping for the new/exchange pair) is free. If you are returning an item, you will be charged $8 for return shipping, which will be deducted from the refund you will receive.

Can I add on to my exchange order?

Unfortunately exchange orders can only include the same amount of pairs from the original order. If you wish to purchase additional items, please place a new order.

What's the status of my order?

You may check the status of your order after 2-3 business days.

Can I change or cancel my order once it has been submitted to Giesswein?

We strive to fulfill orders as quickly as possible, so you may not be able to cancel or change your order once it is submitted because we have already begun shipping your order. If you need to make any changes, please contact us as soon as possible and we will make our best effort to accommodate your requests.