Frequent Asked Questions

Produtos

HOW DO I FIND OUT MY SIZE?

First off, it’s important to reinforce that Insecta follows the general metrics of the footwear industry and so usually our sizes are the same as those you’re used to.

But just to be sure which Insecta size will be your perfect fit, you can check the size on our sizing table by clicking here.

HOW DO I WASH MY SHOES?

To clean them, be gentle! Use a toothbrush (or similar small brush) and neutral soap (like coconut soap), delicately cleaning your shoe. Avoid putting them in the washing machine and sun drying, the fabric can be rather sensitive and wear out or rip.

HOW CAN I PRESERVE MY SHOES?

Remember: these are walking shoes, and they’re not made for practicing sports or other more extreme activities. Avoid wearing them in these types of situations, and be careful to store them well and avoid getting them too wet. In general they’re very resistant shoes, but treat them with care as they’re made from fabrics that are a bit more delicate and can end up tearing or wearing out due to aggressive use.

DO YOU HAVE A PHYSICAL STORE WHERE I CAN TRY ON MY SHOES?

Yeah! We have stores in Porto Alegre and São Paulo:

São Paulo - SP
Rua Artur de Azevedo, 1295 - Pinheiros
Mon to Fri, from 11 a.m. to 7 p.m.
Saturdays, from 10 a.m. to 6 p.m.
Phone: +55 11 2667 8890

Porto Alegre - RS
Rua Miguel Tostes,  836 - Rio Branco 
Mon to Fri, from 12 a.m. to 6 p.m
Saturdays, from 10 a.m. to 6 p.m.
Phone: +55 51 3095 1204

I’D LIKE TO MAKE SHOES FROM A PIECE OF MY OWN CLOTHES

Lots of people ask us this one. We’ve developed a way to receive these pieces, and separate them so they follow one of two courses:

  • They’ll be used to create new shoes.
  • They’ll be donated to an institution.

By donating, nothing can guarantee that your donation will become shoes as we have no way of knowing about its state of wear, fabric contents, and even if it meets our basic requirements. So, to donate pieces of your vintage clothes, you should send it through the mail to the following address:

Rua Miguel Tostes,  836  -  CEP 90430-060  Porto Alegre - RS - BRASIL

The cost of shipping is on you, and please identify yourself on the box with your name, phone number, and e-mail so we can thank you appropriately :)

WHAT ARE THEY MADE OUT OF?

Our shoes tell a story, each piece of them has a reason for being and an objective in the reduction of wastes, re-inserting products that would otherwise be thrown out, and generating a new product (called upcycling!):

  • Sole: made from recycled rubber together with footwear industry excess, which is then shredded and pressed thereby reducing residues.
  • Heel counter and toecap: the parts that give our shoes shape and structure are made from recycled plastic.
  • Upper: we have two lines- one is made from vintage fabrics, which reuses secondhand and thrift store clothes; the other is made of fabric from recycled plastic bottles and/or recycled cotton.
  • Insole: is made up of scraps of our own production and other excess materials from the footwear industry that are then processed and reformatted.
  • None of our products have animal origins.

ARE THEY COMFY?

They’re super comfy! They’ve got extra foam padding on all the parts that could rub you the wrong way and our honeycomb insole gives them a really soft step, too.

HOW CAN I FIND OUT WHEN YOU RESTOCK AND WHEN NEW RELEASES ARRIVE?

We announce restocking and new releases by e-mail, and on our Facebook and Instagram. To sign up for our mailing list, click here.

I COULDN’T FIND THE PRINT I WANTED IN MY SIZE, CAN I MAKE A SPECIAL ORDER?

Sadly no. We can’t do it for a number of reasons:

  • If the print was from vintage fabric, we don’t have excess in stock to remake more shoes.
  • If the print was from our exclusive line, developed by us, it was probably a seasonal product and we’ll be developing new ones in upcoming collections.
  • Our shoes are exclusive and unique, and that’s what makes them so special. We’re sure you’ll find new models in our upcoming collections that you love too!

WILL MY SHOES WEAR IN WITH USE?

Yes, since they’re fabric based, it’s normal for them to take the shape of your foot a little. They usually wear in a bit on the sides of your toes, too.

ARE SHAPES AND SIZES THE SAME FOR GUYS AND GIRLS?

Yep, everything is thought out unisex so that all models are the same in all sizes.

PAYMENTS

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We work with Paypal on our online store
Credit cards – Visa, Master, Diners, Amex, Elo
Paypal Credit

For our physical stores:
Cash
Debit and credit cards – Visa, Master, Diners, Amex, Elo

MY CARD WASN’T ACCEPTED

Generally the problem isn’t with our store, but with your card operator. Ideally you could try with another card, or get in contact with your card operator to better understand the problem.

I PAYED BUT STILL HAVENT RECEIVED NOTICE OF PAYMENT

Credit cards also can take a while to go through. IF the problem persists, get in contact with hello@insectashoes.com.

ORDERS

CAN I CHANGE MY ORDER?

That depends on whether we’ve already mailed out your product. Generally things are sent out within a few hours, so if you’ve ordered recently it’s worth sending an email to hello@insectashoes.com or calling our Porto Alegre store (55 51 3095 1204) and requesting the change. But remember: the shoes may have already been sent out and in that case, our hands are tied!

CAN I CANCEL MY PURCHASE? HOW?

Yes you can, you have up to 7 days to cancel your order. If you’d like to revoke your purchase, get in touch with hello@insectashoes.com. If the order hasn’t already been sent out, it will automatically be canceled and the value refunded. If it´s already been sent out, you’ll have to wait to receive it and send it back. On our receiving the product, we’ll refund the purchase, minus the shipping fee

WHAT’S MY ORDER STATUS?

To check your order status you should log into the customer area of our site on the top right hand corner of our site. There you can register using your email and a password, or with your Facebook. Once logged in, a screen will appear with all the information about your orders, including their status.

WHERE’S MY ORDER?

For more precise localization, beyond that of your status update emails, you can follow your order using the tracking number provided by UPS.

DO YOU SHIP TO OTHER COUNTRIES?

We ship worldwide via UPS, in which case shipping is free. Import taxes, duties and related customs fees may be charged once the shipment arrives at your country. These charges are determined by the customs office of the specific destination. These charges and taxes will be considered your responsibility and will not be covered by Insecta.

In case you need to return or exchange the product, we receive everything back at our distribution center located in the United States.

SHIPPING

HOW FAST IS SHIPPING?

Depends on where you live in the world.
People living in the Americas or Europe will receive their orders faster, since Insecta’s distribution center is located in Brazil. An average amount of time is between 5 and 8 working days worldwide.

HOW MUCH IS SHIPPING?

Stand Shipping via UPS is free for the entire world.

HOW CAN I FOLLOW MY DELIVERY?

We send your purchase status via email as soon as it’s sent out, and it comes with a localization code you can use to follow your shipping status.

IT’S BEEN MORE THAN TWO WEEKS AND MY SHOES HAVEN’T ARRIVED

Many things could have happened, problems in the mail, some problem with delivery… If the deadline has passed and your shoes haven’t arrived, please contact hello@insectashoes.com

I GAVE YOU THE WRONG ADDRESS, NOW WHAT?

Ideally you should email us at hello@insectashoes.com or call us at (55 51 3095 1204) so we can change the address before we ship. If we’ve already shipped your product, it may take longer to deliver since we’ll have to trace it, get it returned, and only then send it out again to the correct address. We will also charge the additional shipping costs. The entire procedure will be explained by email.

EXCHANGES

WILL I HAVE TO PAY TO EXCHANGE MY SHOES?

Since we offer free standard shipping worldwide, we kindly ask you to pay the costs of return or exchange shippings. We'll ask you to send the shoes to our address in the United States via local post office.

Regardless, you should get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form by clicking here.

I GOT MY SHOES, BUT THEY DON’T FIT

You can exchange them, as long as the shoes weren’t worn. Just get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.

Since we offer free standard shipping worldwide, we kindly ask you to pay the costs of return or exchange shippings. We'll ask you to send the shoes to our address in the United States via local post office.

MY SHOES CAME WITH A DEFECT, WHAT DO I DO?

In this case, it doesn’t matter where you bought them - we’ll definitely exchange. We can do the exchange however you like, at our store or through the mail, in up to 90 calendar days.

Regardless, you should get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. Then you can specify where and how you’d like to return them, whether at a store or through the mail. You can access the form here.

I WORE MY SHOES A FEW TIMES AND THE SOLE IS COMING OFF/TORE. WHAT NOW?

In this case the shoes will be exchange within 90 calendar days from the date in your receipt. The exchange can be done however you prefer, at our store or through the mail.

In any case, you should get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. On the form you can specify your preferred method of exchange, whether at the store or by mailing It back to us. You can access the form here.

I GOT A DIFFERENT PRODUCT FROM THE ONE I BOUGHT

This doesn’t usually happen, but we’re human and occasionally make mistakes. All you need to do is get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.

We’ll send you a return post for UPS so you can return the incorrect pair, free of charge. This process will be explained by email, and you’ll soon receive the correct sized shoes.

I BOUGHT THEM BUT DIDN’T LIKE THEM, NOW WHAT?

If you purchased within 30 days from the date of your receipt your return can be done no problem. If not, we analyze on a case-by-case basis. Just get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.

Since we offer free standard shipping worldwide, we kindly ask you to pay the costs of return or exchange shippings. We'll ask you to send the shoes to our address in the United States via local post office.

I GOT THE SHOES AS A GIFT BUT DIDN’T REALLY LIKE THEM, CAN I EXCHANGE THEM?

Of course! Just get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here. Make sure you have the order number or receipt, ok?

GIFT CARD

HOW DO GIFT CARDS WORK?

Our gift cards are for those who want to give an awesome gift, but prefer not to choose specifics (which we totally understand, there’s so many models and prints to choose from!) Our gift cards do not expire, cannot be refunded or returned, and should be used for one purchase only (no change will be given if the amount spent is less than that on the card).

ENVIRONMENTAL IMPACT REDUCTION POLICIES

WHAT DO YOU DO WITH EXCESS MATERIALS?

We’re constantly searching for ways to reinsert and reuse leftover materials and to produce the absolute minimum amount of waste. With that in mind, the excess materials from our own production has two possible destinations: they’re either sent to a fabric bank, or they’re donated to our supplier who recycle everything to make our insoles.

CAN I DONATE MY OLD CLOTHES TO YOU?

Lots of people ask us this one. We’ve developed a way to receive these pieces, and separate them so they follow one of two courses:

  • They’ll be used to create new shoes.
  • They’ll be donated to an institution.

By donating, nothing can guarantee that your donation will become shoes as we have no way of knowing about its state of wear, fabric contents, and even if it meets our basic requirements. So, to donate pieces of your vintage clothes, you should send it through the mail to the following address:

Insecta Shoes
Rua Miguel Tostes - 836 
CEP 90430-060 
Porto Alegre - RS - Brasil

The cost of shipping is on you, and please identify yourself on the box with your name, phone number, and e-mail so we can thank you appropriately :)

I DON’T WANT MY INSECTAS ANY MORE, WHAT NOW?

We’re elaborating ways to reinsert them or to deconstruct them in a responsible way, and therefore accepting pairs of used Insectas while we continue to better develop our reverse logistics policy. If your used shoes no longer meet your needs, you can take them back to any of our physical stores, or send them through the mail to the following address:

Insecta Shoes 
Rua Miguel Tostes - 836 
CEP 90430-060 
Porto Alegre - RS - Brasil 

The cost of shipping is on you, and please identify yourself on the box with your name, phone number, and e-mail so we can thank you appropriately :)

For now, the pairs that can be fixed up will be sold in our online thrift store. Those that can’t will be deconstructed and the parts recycled to be turned into insoles.