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FAQ & RETURNS/ EXCHANGE POLICY

FAQs

If you still need some help, please don't hesitate to email us at:
bhbrxmv@gmail.com

Do Breaking Hearts & Burning Rubber and BH&BR boots run true to size?

Yes, all of our boots run true to size. Our Breaking Hearts & Burning Rubber (Made in NYC) boots are all made-to-order in our factory in New York City and our Ready-To-Wear line BH&BR is manufactured on the same exact last (shoe molds) as our main line. We understand that your boots are an investment and we want to make sure they fit you perfectly. If you are unsure of your size we strongly recommend that you physically mail us tracings of your feet. We will compare your tracings to our lasts and we can accurately determine your size from there. Once you have sent your tracings they will stay on file with us for future orders.

What is the best method for making my foot tracings?

  • Use plain paper and a traditional ballpoint pen. No markers/sharpies/pencils or anything thick and bulky because it can alter to your measurements.

  • Trace one foot at a time while standing and applying your full weight on the paper.  

  • Placing your foot diagonally on the paper will give you ample room.

  • While tracing make sure that your pen is held completely vertical and not at an angle which would lead to inaccuracy. Ideally, have someone else trace for you to make it a bit easier.

  • Please trace both of your feet and make sure to write your name, order number, and any additional notes then mail them to us:  

BH&BR X MV

Attn: Maggie

247 W 38th Street, Third Floor

New York, NY 10018


Why is there a wait time for Breaking Hearts & Burning Rubber Made in NYC Boots?

We pride ourselves on handmade boots and the emphasis on comfort, durability, and style. Every Breaking Hearts & Burning Rubber order is handled individually in our New York City factory to uphold our standard in quality. This includes cutting, sewing and custom sculpted Vibram soles. As a brand, we emphasize the importance of quality over quantity. Please allow at least 14-16 weeks for your boot order to be completed and shipped due to the bespoke nature of our products.   

How long should I expect to receive my BH&BR Ready- to-wear Boots?

BH&BR officially launches in July 2018. All orders placed after our launch will ship the first business day after the order is received. Not only do you get the quality leather and an exclusive sole, you will not have to wait for your boots to be made.

We have outgrown the production capacity at our NYC factory and have expanded overseas to meet the demand for our boots. We are so excited for this collection and to provide our same level of quality at a much faster turn around.

How should my boots fit?

Your boots should feel snug when you first put them on. Our leather is very durable but still malleable, so after a short period your boots will stretch slightly and form to your foot. Wear them inside for about a day to see if they get more comfortable. If you feel that your boots are in general too small, send us an email at: bhbrxmv@gmail.com. You will be instructed to send them back to us along with a tracing of your feet to access necessary adjustments .

We will accommodate your exchange within 15 days of your original delivery. We do not cover costs to return products to us, however, we will pay to ship exchanges back to you. Using your tracing we can determine your correct size. We will keep your tracings on file for your future boot purchases as well, and will be noted in your client file. A member of our team will reach out to confirm your exchange has been received back at our studio and will advise the time frame for your new item to ship back to you.



What if I receive my boots, and they are too big?

We make extra uppers in each size during production to have on hand and ensure we are able to get exchanges turned around in a timely manner. In general, it's easier to stretch your boots to adjust fit than it is to remake in a smaller size.  

If you feel that your boots are too big, you have 15 days after your original delivery to send us an email to begin the exchange process. You will be instructed to send them back to us along with a tracing of your feet. We do not cover costs to return products to us, however, we will pay to ship exchanges back to you. Using your tracing we can determine your correct size. We will keep your tracings on file for your future boot purchases as well, and will be noted in your client file. A member of our team will reach out to confirm your exchange has been received back at our studio and will advise the time frame for your new item to ship back to you.


Do you offer Returns for your boots?

For boots Made in NYC, we generally do not offer returns and handle them on a case by case basis because we are in fact making a special piece just for you and do not carry stock on these styles. Please contact us via email or a phone during business hours with any questions or concerns before placing an order. Please read our FAQs before placing your order.

For Ready-to-Wear boots we are happy to exchange your size or refund your order within 15 days of the receipt of your order. We will only accept exchanges and return on boots that are unworn and in their original packaging. Please reach out to us at: bhbrxmv@gmail.com to facilitate your exchange/return. In your email please include the reason for your return/exchange, the new size desired, and any other details to help us get your order corrected as soon as possible. A member of our team will guide you through the exchange/return process from there and help with any questions.


Do you offer Returns and Exchanges on your apparel and accessories?

We want to ensure you love your item and that it fits perfectly, please reach out to us directly with any questions concerning returns or exchanges. We are happy to exchange your size or refund your order within 15 days of the receipt of your order. We will only accept exchanges and return on items that are unworn and in their original packaging. Please reach out to us at: bhbrxmv@gmail.com to facilitate your exchange/return. In your email please include the reason for your return/exchange, the new size desired, and any other details to help us get your order corrected as soon as possible.

Are you able to accommodate special fit requests?

If you are concerned about specific fit issues such as bunions, high arches and/or wider calves please reach out to us directly so that were able to adjust your order/sizing based on your tracings and measurements. Most of the services are included in the price, we do also offer additional services should you need any additional customization to accommodate orthopedics. This service is an additional $100 charge and we request that you send us your orthopedics.

I have athletic/wider calves and I am nervous to purchase a taller boot. What would you recommend?

Reach out to us after you have purchased your boots, letting us know ANY sizing concerns. This mostly pertains to the Nevada, Utah and New York boots. We will prompt you to measure the circumference of your calf (7 inches up from the ground at your heel) and send those measurements to us through email. Once we get confirmation of your correct size, we will be able to start on your boots.

Can I come to the showroom to find my perfect fit?

Absolutely! Our showroom is generally open from 10AM-6PM every Monday to Friday. Please call ahead or give us a heads up by email as sometimes we are out of the office. For weekends and after showroom hours, we will do our best to accommodate. We have our full size run available in house to help you determine your perfect fit and style preference.

What are the "Motorcycle" features for Breaking Hearts & Burning Rubber Boots and BH&BR Boots?

Soles: Breaking Hearts & Burning Rubber boots and BH&BR boots are both made with our custom lug soles, created from our exclusive partnership with Vibram. A long-lasting and durable sole with all the compounds needed to increase traction and resist oil. Our soles provide a reliable, sturdy grip for the road and offer maximum dexterity while riding.

Leather: The majority of styles are made with our Kodiak Leather which is asphalt and water resistant. It's a heavy duty malleable leather, which is very durable especially if kept oiled with continued wear. We also use an enforced toe and heel material between the lining and outer upper so that they are adequately stiff and offer additional protection for shifting. Please refer to the individual product description or email us for further details.

Do you offer armor for riding with any styles?

We recently did a collaboration with Union Garage and offered a D3O armor exclusively on our West Virginia boot style. Armored construction consists of the interior and exterior ankle protection as well as an upgrade of heel and toe protection. This style is by special request only. Please reach out to us directly if you are interested in pricing and timing information, as we can proceed further with an invoice.

Do you offer Oil-Resistant Soles?

We do have a full Oil-Resistant Vibram sole available as an upgrade on your boots. If you would like to upgrade your soles, select and purchase the Oil Resistance Upgrade along with your order. We will contact you to confirm your special request. Feel free to reach out to us directly if you would like information on this feature.

Can I customize the style of my Breaking Hearts & Burning Rubber Boot?

We are not taking custom order requests at this time due to the extreme demand from our current standard product assortment. Adjustments to the specs and details of our boots are also not available (i.e. heel height, shaft height, hardware changes).  

Still have more questions?

Feel free to email us at BHBRXMV@GMAIL.COM