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Frequently Asked Questions
ORDERING
Do you have a catalog?
Do I pay sales tax?
How can I verify the status of my order?
Is internet ordering any different than ordering over the phone?
How do I return merchandise for a refund or exchange?
SIZING
How do I know which size to order?
How do I know which width to order?
How can I tell if the footwear fits properly?
CUSTOMER SERVICE
How do I sign up for Special Events and Sale Notices?
How do I reach a Customer Service Specialist?
What methods of shipment do you use?
What will the shipping cost?
Where is my order shipped from?
How long will it take to receive my order?
Do you ship internationally?
How do I take care of my new shoes?
Do you offer a shoe cleaning service?
How do I clean the footbed of my Birks?
Do you offer a shoe repair service?
Why would I repair my Birks?
What are the repair costs?
Why repair your old sandals?
How long does a repair take?
How do I send in my shoes in for repairs?
Who is Desert Birkenstock?
Where are you located?
Is it safe to use a credit card?
What payment methods do you accept?
Do you have a privacy policy?
Do you have a guarantee?
What is the Desert Birkenstock Comfort Club?
How does the Comfort Club work?
Can I use my comfort club reward with other discount offers?
Do you offer a military discount?
ORDERING
Do you have a catalog?
Yes, simply register on our website and we will send you our seasonal catalog.
Do I pay sales tax?
Sales tax must be collected on orders billed or shipped within the state of Nevada.
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Is internet ordering any different than ordering by phone?
Yes. You can place an order via the internet any time 24/7 for shoe care, repairs
and arch supports. Sometimes we will have limited shoes on a web promo but
generally we do not sell shoes online.
We are a local independent shoe store with a big selection of comfort footwear.
We want to help you get the right item - which means we would like you to
call or come into the store - so we can talk to you.
Phone orders can be taken during our store business hours: 10am – 5pm., Monday through Saturday PST. All orders will be processed within 24 to 48 hours after receiving them, if we have the merchandise in store we will mail out within 24-48 hours. If we need to order from the vendor we will have it within 2 weeks, but will speak with you concerning the delay.
Customer service can mean many things - we try to make it personal.
How can I verify the status of my order?
We will send you an email when your order is received and again when it is shipped.
How do I return merchandise for a refund or exchange?
Returns are accepted on new, unused merchandise in the original container with proof of purchase within 30 days of purchase from our store. Merchandise bought online from Birkenstock.com can ONLY be exchanged. We are not a corporate store and try to be as accomodating as possible, but we are not required to exchange for you, especially if we do not or can not obtain the item you are looking for.
Exchanges: If you are exchanging merchandise, we will ship your replacement at no charge within the U.S. via UPS Ground, FedEx Ground or USPS.
Refunds: If you are returning merchandise for a refund. The refund amount will be issued to your credit card. Shipping charges will not be refunded.
To return or exchange your merchandise, simply mail to the address below using the
Return / Exchange form using the original shipping container.
Desert Birkenstock
2021 N Rainbow Blvd #104
Las Vegas NV 89108
(702) 638-8008
Please call our Customer Service Specialist if you have any questions.
SIZING
How do I know which size to order?
By locating your U.S. size on our sizing charts , you can see your European
size equivalent in the center column. We also have a quick way to cheat the
system if you can trace the foot.
How do I know which width to order?
When choosing your size on our cork footbed sandals and shoes:
“R” = “Regular” Width footbed which fits a Medium to Wide width foot.
“N” = “Narrow” Width footbed which fits a Narrow to Medium foot.
Other footwear will come in one width. Please see the width and fit in the product description.
How can I tell if the footwear fits properly?
For Cork Footbed Type Footwear:
Sandals: Allow for about 1/8” - ¼” of space between the end of your toes and the front rim of the sandal. Your heel should sit comfortably in the heel cup. Before trying your sandals on, “flex” the sandal inwards first by bending the ball of the foot area towards the heel area (like folding in ½). This stimulates the comfort and flexibility of the footbed and sole.
For Shoes:
While standing in the shoe allow about a thumbnails width of space between your toes and the end of the shoe. If your toes are pushing on the front of the shoe when you’re walking, the shoes are too short. If the shoe’s upper leather creases uncomfortably over the tips of your toes when walking, they are too long.
For Dansko and Other Clog Style Footwear:
Open back clogs should fit as near to the exact size of your foot as possible. When walking, it’s OK if your toes touch the front of the clog just slightly. Your heel should have less than ¼” of space in the back.
Closed back clogs will fit much the same way. Bear in mind that the covered back of a clog is designed to “cover” your foot only – Not to hug it or fit snuggly as in conventional footwear. Therefore expect some slippage.
SHIPPING
What methods of shipping do you use?
We use standard UPS Ground (United Parcel Service), FedX Ground (Federal Express) and USPS (United States Postal Service).
What will the shipping cost?
We will ship your entire order to anywhere in the Continental U.S. for one Flat Price of $14.95 Standard Ground via UPS, FedX or USPS. If you are in a hurry to get your order you may choose an expedited shipping method below:
Expedited Rates:
2 Day Air: $29.95
Next Day Air: $49.95
Alaska & Hawaii: Add $9.95
Where is my order shipped from?
All orders are shipped from Las Vegas, NV.
How long will it take to receive my order?
All orders will be shipped from Las Vegas Nevada within 24 -72 hours from the date of processing. Standard Shipping time varies per destination. You will be able to track your order once it has shipped.
Do you ship internationally?
Yes, we can ship internationally. The cost and method will vary depending on destination. Please call our Customer Service line for the total cost. Monday through Friday, 10am – 5pm. PST.
CUSTOMER SERVICE
How do I sign up for Special Events and Sale Notices?
You may opt in or out of our email notification program when you register with our website. Simply check the appropriate box.
How do I reach a Customer Service Specialist?
You can reach our customer service specialists by:
Call 702.638.8008 between the hours of 10am – 5pm. Monday through Saturday PST.
Email: CustomerService@DesertBirkenstock.com
US Mail:
Desert Birkenstock
2021 N Rainbow Blvd #104
Las Vegas NV 89108
SHOE CARE & REPAIRS
How do I take care of my new shoes?
Shoe Care for Cork Footbed Sandals:
Avoid Excessive Heat: Do NOT leave your footwear in hot places such as cars, pool decks, near campfires etc. Extreme heat may shrink your soles! If this happens, don’t worry – they’re repairable!
Clean & Deodorize Inside Linings:
When the insides of your shoes or sandals become soiled or smell, we recommend our Footbed Cleaner. Our Footbed Cleaner is a suede & leather shampoo especially formulated to clean and deodorize.
Preserve the Cork Footbed:
When the outside of the cork footbed no longer looks shiny; apply a thin coat of cork sealant to the surface to prevent drying and cracking. This will make a huge difference in the life of your footwear!
Clean & Protect the Uppers:
A Suede & Leather protector should be applied before your footwear is worn and after each cleaning. This creates a barrier against moisture, dirt and stains.
Clean & Condition your smooth leather with a high quality leather balm or lotion.
Suede and Nubuck is best cleaned using a shampoo or nubuck sanding block and brush.
Non Leather upper material such as Birko-Flor can usually be cleaned using a mild soap (or cleaner - Simple Green etc) and water.
Do you offer a shoe cleaning service?
We offer our customers what is called a Birkenstock Tune-up where we clean your uppers (the part that covers your foot) and seal the cork.
The cost for the cleaning is $25.00.
We do not clean the footbed of the shoe for sanitation and health reasons. We have received shoes that have had athlete's foot, mold/fungus, or that have been bled in, urinated on (both by pets and humans), we once even received a pair with bed bugs. Most of these cases have been recrafted where the old footbed is thrown away (in some cases the whole shoe). To keep our staff safe, we do not clean the footbeds for a Tune-up because a nubuck block, suede brush or sandpaper must be used to clean the footbed, which creates dust that can carry pathogens through the surrounding air.
How do I clean the footbed of my Birkenstocks?
We have a Youtube video that can show you just how that process works
Why Repair my Birkenstocks?
We have customers that always ask us this. Most leather styles will always be cost effective to fix, but sometimes with other items - it's not the cheaper option, but you have a good reason:
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Sentimental. Traveled the world, got during high school - whatever the reason fixing - is the ONLY option.
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Limited Edition. Can't replace that color or style? You obviously love them - you wore them into the ground.
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Size Issue. Want that color - but it's not your size? Many customers acquire used sandals in a style or color they cannot get any longer. We can go up or down 2 sizes and make that work.
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Change Footbed Type. Want the soft? Change an old pair from classic to soft or vice-versa ? We do have a couple limitations with this type of repair - but it never hurts to ask! It might be the best solution to make those sandals wearable again.
Do you offer a shoe repair service?
We offer our customers the services of our Authorized Birkenstock Repair Department. Our services extend to other similar brands of footwear too!
Replace Worn Soles: Promptly have your shoes re-soled when the tread has worn smooth. This can help prevent more extensive repairs in the future.
What are the repair costs?
Traditional Cork Footbed Sandals:
Re-Craft: If your cork footbed is totaled but the upper straps are in good shape:
Classic footbed: $100. + S&H.
Soft Footbed: $110. + S&H
For a complete repair consultation, please call our Customer Service Specialists at 702.638.8008
How long does a repair take?
We strive to complete your repair in a timely manner. We estimate the in-shop time for traditional cork footbed sandals and shoes to be about 1 1/2 - 2 weeks.
How do I send in my shoes for repair?
Simply box them up and ship them to:
Desert Birkenstock
2021 N Rainbow Blvd #104
Las Vegas NV 89108
(702) 638- 8008
Not sure what you need??
Text us @ 702-859-8221 or
email us (rainbow@desertbirkenstock.com)
a few pictures so we can give you a general estimate. That way if it's going to be more than you want to spend - you don't send them in for nothing.
Enclose a completed repair form or a note with your name, address, phone number, style, color and size of shoe.
Repair Form
We will contact you to discuss your repair, confirm costs and secure payment as soon as we receive your shoes.
SECURITY
Who is Birkenstock?
Desert Birkenstock Shoe Store is located in Las Vegas Nevada. We are a family run business established in 1981.
Where are you located?
Visit our Contact Page for Address Locations, map, Phone Numbers and a Link to Email Us.
Is it safe to use a credit card?
Yes! All order transaction information is secure. Our software will encrypt your credit card transaction and order information so you can rest assured your order is handled securely. The closed lock in the lower right hand corner of the payment page will confirm that you are using a secure web page to transfer your information.
What payment methods do you accept?
We currently accept Visa, MasterCard, American Express, Discover Cards, Apple Pay and PayPal.
Do you have a privacy policy?
Yes! Our customer information is confidential to Desert Birkenstock.
Do you have a guarantee?
We guarantee your complete satisfaction. If you are not happy with any product you purchase from Desert Birkenstock. Sadly, we cannot guarantee comfort. We try to make sure you feel comfortable in store during try on - but sometimes things do not always work out.
You must return it within 30 days with a return merchandise form and we’ll exchange or refund your money. Products must be unworn and returned in the original box with proof of purchase. Shipping charges are not refundable.
Download a Return Merchandise Form here.
COMFORT CLUB PROGRAM - FiveStars
What is the Desert Birkenstock Comfort Club/ FiveStars?
Desert Birkenstock loves our customers and we like to reward them for shopping with us! Our comfort club program rewards shoppers with a $50 reward for being a loyal customer.
How does the Comfort Club Program Work?
Simple. Come in and shop with us (we currently only offer the comfort club to our physical store customers as we don't have it available online.) We have our Fivestars system up at the counter. You type in your cell phone number and we add your points to your account. If your new to the program - you earn 1 point just for signing up. If you still have a physical card from the old program we will add your points in accordingly. You must spend at least $50 pre-tax to receive one point. When you reach 12 points, you will receive a $50 reward on your next shopping trip with us. Make sure to add in your birthday too - for your birthday treat!
Can I use my comfort club/Fivestars reward with other discount offers?
We love that you are eager to shop with your rewards, but you cannot combine your Comfort Club Rewards with any other discounted offers.
MILITARY DISCOUNT
Do you offer a military discount?
Desert Birkenstock proudly offers a military discount of 10% off with valid MILITARY ID.
We acknowledge the sacrifices that our military current and past have made to keep us safe and free.
PLEASE NOTE: You cannot combine this discount with any other sale, coupon or comfort club purchase.
