Enquiries・Shop Visit

Can I order by phone?

In general, we do not take orders by phone. We make shoes for a customer after they have had an appointment with us. For a second order, however, it is possible to order by phone if the fitting of the shoe has already been determined from the first order.

Do I need to make an appointment if I want to visit the shop?

We request that customers make an appointment if they want to come to the workshop. This is to ensure that the lastmaker is present to look at the customer’s feet and take measurements. In addition, as the space in the workshop is limited and other customers may be there, we request that customers also make an appointment regarding questions about ordering or to look at our shoe samples.

Making an Order

I am not sure about which type of order is right for me.

There are three types of orders: Made to Order, Made to Measure and Bespoke. We will suggest the most appropriate order method, taking into account the customer’s wishes and how much they desire to spend.

What choices do I have regarding the design of the shoe?

With Made to Measure and Bespoke orders, the design is based on our sample models, with significant changes possible as well. Out of respect for the designs of other shoemakers and brands, we do not in general create copies of a shoe the customer already has or of designs from other shoemakers. Please note that additional costs may be added according to the degree of change to the sample model design.

Please tell me about the sizes and widths available with your fitting samples.

We have 2 types of fitting samples for lace-up shoes and 1 fitting sample for loafers. With Made to Measure and Bespoke shoes, the customer can modify the toe shape and choose from a variety of styles. The range of fitting samples is from 23.5cm to 28.0cm for lace-ups (approximately US sizes 5½ to 10), and 23.5cm to 27.5cm for loafers (approximately US sizes 5½ to 9½). Two different widths, D and E, are available for lace-ups. For customers outside of these ranges, we offer a trial fitting during the production process.

Can I order exotic leathers such as crocodile or lizard?

Currently we only stock crocodile leather. We may be able to accommodate requests for lizard or other exotic materials and are happy to discuss these options with you.

Do you also make shoes for women?

Currently we only offer bespoke services for female customers. As the styles offered are based on our sample models, it is not possible to order styles such as pumps, mules, or high heels.

About Your Shop Visit

How much time does it take to make an order?

For first-time customers, you will need about one and a half hours in our workshop to make an order. We feel this time is required in order to ensure good communication with our customers, including the order consultation and measurement taking.

How many times will I need to visit the workshop before receiving the finished shoes?

The number of times you will need to visit the workshop depends upon the type of order you make. For Made to Order and Made to Measure shoes (excluding boot orders) you will only need to visit the workshop to make the order and then to pick up the finished shoes. For boots and Bespoke orders, you will also need to come for at least one trial fitting session in between. (Please note there are situations in which more than one trial fitting session is required.)

Do I need to prepare anything before coming to the workshop to make an order?

We ask that customers bring or wear the socks they will wear with the shoes they are ordering. This is because the thickness of the socks can play an important role in the fit of the shoes. In addition it would also be helpful to us if you bring or wear a pair of comfortable and well-fitting shoes that we may look at as a reference in our consultation with you.

Is it better to have my feet measured in the evening when they are more swollen?

Each individual’s feet expand or contract in different ways and evening is not always when the feet are most swollen. In fact, the foot is constantly expanding and contracting and changing shape throughout the day within a given range. We take measurements that reflect the average condition of the foot within this range as this will provide the best fit of the shoe throughout the day.

Price・Payment Method

What is the price estimate for an initial order?

The order price is based on the list price of the product plus any extra charges related to the order. Our list prices are generally between 170,000 and 260,000 yen (approximately 1,700 to 2,600 US dollars at an exchange rate of 100 Yen to the dollar). Extra charges vary according to how the last is produced and the specifics of the order, including last production, pattern modifications, and other order specifications. There are also cases in which deductions are made to the price of an order. As a rough estimate, the price of an initial order is the following: Made to Order – JPY 140,000 to 200,000 (USD 1,400 to 2,000); Made to Measure – JPY 250,000 to 300,000 (USD 2,500 to 3,000); and Bespoke – JPY 350,000 to 400,000 (USD 3,500 to 4,000).

What is the price for a second order and any subsequent orders?

For Made to Order shoes the price is the same for a second order and any subsequent orders. For Made to Measure and Bespoke orders the price will depend upon the specifics of the order and there will likely be some difference between the price of an initial order and orders after that. Providing the style of shoe is the same, a second or subsequent order will not involve charges for producing the last. If the same last is used a rough estimate of the price for a Made to Order or Bespoke shoe is JPY 200,000 to 250,000 (USD 2,000 to 2,500).

Can I pay using a credit card?

Yes, we are able to accept payment using most major credit cards.

Please tell me what currencies and credit cards I can use to make a purchase.

We are only able to accept payment in Japanese yen. We accept cash payment, as well as payment with the following cards: American Express, VISA, MasterCard, Diners Club, JCB, UC, DC, Nicos, and UnionPay.

Is there tax exemption offered on purchases?

Unfortunately we are not able to offer tax exemption for purchases. Prices for our products include Japanese consumption tax.

Aftercare

Can the fit of the shoes be adjusted after I have taken possession of them?

In general your foot will contract and expand throughout the day, and the way that you walk will also cause your foot to change shape. As the shoes are made of leather, the shoe will also change somewhat in response to these fluctuations. The way a customer feels in his shoes is the criterion we use for fitting and we will continue to make further adjustments if necessary after a customer has taken possession of the shoes.

What type of repair services do you offer?

We offer a full range of repair services, from toe repair and top lift replacement on the heel to full sole replacement. Full sole replacement involves re-inserting the last into the shoe and can therefore correct any warping on the shoe produced during wear. We use the same materials and techniques in the repair as we do in the making of the shoe. We will also do our best to mend any part of the upper that is showing wear. We do this all in order to ensure that the shoe can be continued to be worn for a long time.

Can I send my shoes back for repairs?

For simple repairs, such as replacing the top lift of the heel, we recommend you bring the shoes to a local repair shop. For more comprehensive repairs, such as replacing the sole, we ask that you send the shoes back to us. We will send the shoe back to you once the appropriate repairs have been made.

Shoe Care

Can I have a shoe tree prepared for my shoe?

At HIRO YANAGIMACHI we offer a variety of shoe trees to fit a customer’s shoes and budget. We also offer a hinged, one-piece shoe tree based on the customer’s personal last (for further details, please see Products).

Do you stock shoe care products?

Good shoe care is essential if you want to wear your shoes for many years. At HIRO YANAGIMACHI we offer a wide selection of shoe care products and are happy to discuss anything about shoe care with you. We are also happy to demonstrate our polish techniques with our customers.

Miscellaneous

Is it possible to change parts of an order or to cancel orders?

If you would like to change the design or specifications of a shoe after making an order please contact us at least 2 months prior to the scheduled handover date for the shoes. Any price differences resulting from an order change will be taken care of when the shoes are handed over. In general it is not possible to cancel an order once production has started, so please make sure to contact us at least 2 months prior to the scheduled handover date.

Can I have the shoes delivered to me by post?

At HIRO YANAGIMACHI we hand the shoes over to a customer once the completed shoes have been tried on and there are no problems with the fit. For this reason we ask customers to visit the workshop for collection of their shoes. If a customer lives far away and the fit has already been determined, however, it is sometimes possible to deliver the shoes by post.

Can I make an order in English?

Yes, appointments and all further services can be conducted in English by Hiro Yanagimachi. Please use the contact form on the website or telephone us with enquiries or to make an appointment. Our telephone number is +81 (0)3 6383 1992. We look forward to hearing from you.

Is it possible to make a second order, or subsequent orders, via email?

Provided that there were no issues with the fit of your first pair, and if the next order is similar to the first order made, then it is possible to order via email (for example, if the first order was an Oxford shoe, and the next order is for a similar style of Oxford shoe).

FAQ for Customers from Abroad

Can I make an order in English?

Yes, appointments and all further services can be conducted in English by Hiro Yanagimachi. Please use the contact form on the website or telephone us with enquiries or to make an appointment. Our telephone number is +81 (0)3 6383 1992. We look forward to hearing from you.

How many times will I need to visit the workshop before receiving the finished shoes?

The number of times you will need to visit the workshop depends upon the type of order you make. For Made to Order and Made to Measure (excluding boot orders), you will only need to visit the workshop to make the order and then to pick up the finished shoes. For boots and Bespoke orders, you will also need to come for at least one trial fitting session in between. (Please note there are situations in which more than one trial fitting session is required.)

Please tell me what currencies and credit cards I can use to make a purchase.

We are only able to accept payment in Japanese yen. We accept cash payment, as well as payment with the following cards: American Express, VISA, MasterCard, Diners Club, JCB, UC, DC, Nicos, and UnionPay.

Is there tax exemption offered on purchases?

Unfortunately, we are not able to offer tax exemption for purchases. Prices for our products include Japanese consumption tax.

Is it possible to make a second order, or subsequent orders, via email?

Provided that there were no issues with the fit of your first pair, and if the next order is similar to the first order made, then it is possible to order via email (for example, if the first order was an Oxford shoe, and the next order is for a similar style of Oxford shoe).

Can I send my shoes back for repairs?

For simple repairs, such as replacing the top lift of the heel, we recommend you bring the shoes to a local repair shop. For more comprehensive repairs, such as replacing the sole, we ask that you send the shoes back to us. We will send the shoe back to you once the appropriate repairs have been made.