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FAQ

General
  • Size Guides

    Regular Size Guide

    US 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12 12.5 13
    UK 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12.5 13.5
    EU 39 39 40 40-41 41 41-42 42 42-43 43 43-44 44 44-45 45 46 47

    International Size Guide

    US NERA 8 9 10 11 12 13
    UK 7 8 9 10 11 12
    EU 41 42 43 44 45 46
  • Where is NERA based?

    NERA was founded in September of 2018 and is based in Hong Kong.

  • What is the inspiration behind NERA?

    We believe in blending the passion of Italian automotive craftsmanship and the heritage of Italian shoemaking. Our handmade shoes are inspired by supercar engineering, and pay tribute to the long heritage of Italian sports car making and racing.

  • What does NERA mean?

    NERA (neh-rah) simply means black in Italian. Black is also the natural color of carbon fiber, which is renowned for its incredible strength and lightness; being primarily present within the most extreme engineering feats and finely crafted works of mankind: from fighter jet helmets to the body of Formula 1 race cars. Just like the aforementioned fine works of engineering, NERA engineers shoes that represent the dedicated spirit of creativity and craftsmanship.

  • Where are NERAs made?

    All NERA sneakers are made in the Eastern Italian Region of Abruzzo, known for making world-class quality shoes and leather products for all the top major and boutique fashion brands worldwide.

  • How are NERAs made?

    The entire process of creating a pair of NERA, from the designing process to the phases of mould making, sourcing, stitching, and final assembly, are performed within the region of Abruzzo. Every single pair of NERA has been handled by at least 25 number of craftsmen, designers and engineers. The hand built production process, ranging from hand-sewing the contrast stitching, hand-painted upper and hand-carved leather, involves an incredible number of hours in research and development.

  • Where are NERA materials from?

    Our shoes are sourced from renowned suppliers within the Italian shoemaking industry. We frequently visit trade shows in Northern Italy to ensure we are able to obtain exclusive and rare materials, along with learning new treatments methods, and further improving our quality.

     

Shipping
  • What is your shipping policy?

    We provide complimentary standard shipping on all orders shipped within the continental US, with no exceptions. 

    We are currently only shipping within the 48 continental US states. We currently do not ship to the outlying US states of Hawaii and Alaska, Puerto Rico, or to any military APO/FPO addresses, or to any outlying US territories, such as Guam and Samoa.

    We currently do not offer international shipping and only serve US customers. 

     

  • What’s the shipping speed? When will I receive the tracking information email?

    US orders received by 10:00am will be shipped the same day. It takes about 4 to 8 business days to deliver to US addresses (we are currently only shipping within the 48 continental states) 

    US orders received by 10:00am will be shipped the same day. Delivery times are also subject to changes, such as due to carrier delays, and due to bad weather conditions.

    We either ship using UPS or USPS, depending on your US address.

    All NERA products have a tracking number when they are shipped. An email containing the tracking codes will be sent after the the email address you used for the purchase.

  • Can I change my Order? Can I change my shipping address?

    We can only make changes to your order before they are processed. Orders are usually processed within one hour of the order being placed. If you need to make a change to your order please email support@nerashop.com

    We can only make changes to your shipping address before the order has been processed. Orders are usually processed within one hour of the order being placed. If you need to make a change to your order please email support@nerashop.com (Note: if the new address is in another county or state, please expect there will likely be changes to the sales tax rate and the final price)

  • What if I never received my order updates, or tracking codes?

    Please email <support@nerashop.com> with the email subject “Order missing”

    Please include your order number in your email.

    If you do not know what your order number is, please go to the purchase confirmation email that we have sent to you after you have made your purchase:

    The order number will be displayed on the top right corner of the purchase confirmation email.

    With your order number, our representative will contact you and help you track down your order, and provide updates as soon as possible.

Returns
  • How do I make a return?

    NERA offers free returns and exchanges to ensure you get the perfect shoe you wanted.

    Shipping your returns is free. We do not charge any shipping or restocking fees for any returns.

    Visit returns.nerashop.com to make an exchange or return. You will need your order number (found in your purchase confirmation email) and zip code.

    Click on "Start with an email address" if you have forgotten your order number.

  • What’s the return policy? Can I get a refund?

    Shipping your returns is free. We do not charge any shipping, restocking fees for any returns. 

    NERA accepts unused, unworn returns or exchanges in original packaging within 21 days from the time of shipping label creation. 

    If you like to get a good feel for the shoes while deciding whether or not to keep them, please wear them inside your house or apartment. Returned shoes must not have been worn outdoors. As a reference, most customers test their sneaker’s form and fit indoors, such as at home or at their office, to ensure minimal damage in the event they want a full refund.

    If you are not satisfied with your purchase, you can return your shoes for a full refund within 21 days of purchase (this time period begins when the order's shipping label has been created, not when the order is placed or delivered), with no exceptions.

    Refunds will be processed within 5-10 business days upon NERA’s receipt and inspection of your package. If the shoes are in good condition, then the refund will be credited to the card you used in the initial purchase. (Please note that card refunds may take up to 5-10 business days for your bank to complete. We can also decline a refund if the returned shoes are deemed to be damaged, or having items missing, such as shoelaces)

    To make a return, please go to [https://returns.nerashop.com/](https://returns.nerashop.com/)

    NERA collaboration shoes can be exchanged for another size or credit, but are non-refundable.

  • Condition of the returned shoes for refunds

    To be eligible for a full refund or exchange, the shoes have to be returned with:

    1. Their original packaging (the chrome shoebox + the packaging paper within the shoebox)

    2. Returned shoes must not have been worn outdoors. As a reference, most customers test their sneaker’s form and fit indoors, such as at home or at office, to ensure minimal damage in the event they want a full refund. 

     

    If there are issues such as (but not limited to), then you will not be eligible for a refund:

    1. Missing laces

    2. Scratched/ damaged leather surface

    3. Missing insoles.

    4. Outsoles have visibly been worn outdoors

    Returned merchandise that does not satisfy these stated requirements may not qualify for a refund.

    Refunds will be processed within 5-10 business days upon NERA’s receipt and inspection of your package. If the shoes are in good condition, then the refund will be credited to the card you used in the initial purchase. (Please note that card refunds may take up to 5-10 business days for your bank to complete. We can also decline a refund if the returned shoes are deemed to be damaged, or having items missing, such as shoelaces)

  • Can I return an online order in any other shops?

    No. We currently only accept returns via our easy self-service return service.

    Please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) to start your easy self-service return.

  • What if I received defective shoes?

    In the event that you receive a pair of defective sneakers (issues such as (but not limited to): missing laces, or scratched/ damaged leather surface, or damaged insoles), we are happy to exchange, for free, your damaged or defective shoes for a new pair of the identical model.

    Please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) to start a return and to request an exchange.

  • What if I have sizing and fitting issues?

    If your shoes are not the best fit for you, you can either return, or exchange them for a new pair of different size.

    NERA accepts unused, unworn returns or exchanges in original packaging within 21 days from the time of the order's shipping label creation

    If you like to get a good feel for the shoes while deciding whether or not to keep them, please wear them inside your house or apartment. Returned shoes must not have been worn outdoors. As a reference, most customers test their sneaker’s form and fit indoors, such as at home or at office, to ensure minimal damage in the event they want a full refund.

    Please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) to either return, or request an exchange for a pair of different size. 

Orders
  • Can I order outside of the US?

    We currently do not offer international shipping and only serve US customers. We provide complimentary standard shipping on all orders shipped within the continental US, with no exceptions. 

    We are currently only shipping within the 48 continental US states. We currently do not ship to the outlying US states of Hawaii and Alaska, Puerto Rico, or to any military APO/FPO addresses, or to any outlying US territories, such as Guam and Samoa.

     

  • When will my order be delivered/ shipped? When will I receive the tracking information email?

    US orders received by 10:00am will be shipped the same day. It takes about 4 to 8 business days to deliver to US addresses (we are currently only shipping within the 48 continental states) 

    US orders received by 10:00am will be shipped the same day. Delivery times are also subject to changes, such as due to carrier delays, and due to bad weather conditions.

    We either ship using UPS or USPS, depending on your US address.

    All NERA products have a tracking number when they are shipped. An email containing the tracking codes will be sent after the the email address you used for the purchase.

  • Can I change my Order? Can I change my shipping address?

    We can only make changes to your order before they are processed. Orders are usually processed within one hour of the order being placed. If you need to make a change to your order please email support@nerashop.com

    We can only make changes to your shipping address before the order has been processed. Orders are usually processed within one hour of the order being placed. If you need to make a change to your order please email support@nerashop.com (Note: if the new address is in another county or state, please expect there will likely be changes to the sales tax rate and the final price)

  • What if I never received my order updates, or tracking codes?

    Please email <support@nerashop.com> with the email subject “Order missing”

    Please include your order number in your email.

    If you do not know what your order number is, please go to the purchase confirmation email that we have sent to you after you have made your purchase:

     

Payments
  • What are the accepted forms of payment?

    We currently only accept credit or debit card payments. We currently support cards from Visa, MasterCard, American Express. We also accept payments via Apple Pay.

    All of your payments will be processed via Stripe.

    You can also pay in fixed amounts, over four (4) instalments, with Sezzle. The total amount of your order will be evenly divided into four separate payments.

     

  • What is Sezzle?

    Sezzle a payment company that gives you the option to split the purchase into affordable installments or pay for your order up to 30 days later. The installment plan is interest-free and split into four equal payments that are charged to your card every two weeks.

    To pay in installments, select Sezzle as your payment method within the checkout process. You will then be prompted to their website to complete the payment.

     

  • When am I charged taxes and duties?

    After entering your shipping address during the checkout process, your cart will automatically calculate the cost of sales taxes and duties in accordance to the local sales tax laws of the shipping destination. 

    The added costs will be calculated and reflected in the final price once you have entered all of your shipping information. We will file and pay all sales taxes and duties for you. 

  • When will my order be charged?

    We charge the order as soon as it enters and gets processed within our system. This is usually about 5 to10 minutes after the order has been placed through our website.

Need assistance?

Email us at support@nerashop.com or fill out the form below. We'll be in touch shortly.