Where are you located?
Do you ship outside of Santa Ana, CA?
Yes - we process and ship orders globally to over 240 countries.
How long will it take for my order to arrive?
Most orders are prepared for shipping within two (2) business day after your place it. When it has been boxed, and a label has been created for your tracking, you will receive an email confirmation with that information. Domestic U.S. Customers typically receive their purchases within 1-3 business days after dispatch. International customers usually receive their purchases within 7-10 business days after dispatch.
Why was my order canceled?
There are several reasons for an order being canceled. We will contact you if your order cannot be fulfilled and provide you an explanation. Please note that we reserve the right to refuse or cancel any order, for any reason, at our sole discretion.
What happens if my package is returned to Kream Factory?
If your order is returned to us, you will be refunded the original purchase price, minus the original shipping fee. For international orders, if your package is returned to us, you will be refunded the purchase price minus the original shipping charge as well as the return shipping charge assessed by our carrier.
What is your return policy?
We do not accept returns or exchanges; all sales are final. A good amount of our inventory is on consignment, meaning we sell items for many individual sellers/consignors. These consignors are paid out shortly after their item(s) sell. Because of this, we are firm on our return policy.
Are all the items you sell authentic?
Kream Factory sells only 100% authentic product. We do not accept fakes or counterfeits. We guarantee the authenticity of every item we sell, as we have in-house authentication specialists who inspect all product that is taken in and put up for sale.
When will you get more of an item that is sold out?
Restocks of styles and/or sizes depending on the availability within our network of sellers. We cannot predict when a shoe will be back in inventory or available in a specific size.
If an item says “worn” is it the same as in the picture?
The picture on the website for worn items are not of the actual shoe, but a stock image, taken here at Kream Factory, of a deadstock pair. Worn items are priced according to their condition. If you would like to request pictures of the actual worn pair for sale, you may send a request
Does Kream Factory buy shoes outright?
We will occasionally “cash-out” for shoes for a reasonable negotiated price.
When will I get paid for my consignment?
We issue checks in your name as your items sell. (So you don’t have to wait for an entire lot or parcel of shoes to sell to get paid if you consign multiple units).
Checks are prepared bi-weekly. These checks will be for the prior two weeks' sales Sunday thru Saturday. Your check will be mailed to you.
Do I have to pay sales tax?
you may be subject to sales tax based on your location. If you are an international customer, you may be subject to additional fees, such as customs and duties, when your item arrives in your country. These fees are typically determined by your country’s receiving agencies.