Visiting the Atelier and Ordering
Q. Is it all right if this is my first time ordering?
A. Of course. Many of our customers are ordering shoes for the first time. Coming in for a consultation does not mean you have to decide on an order on the spot, so please feel free to come and ask about anything you are wondering about first.
Q. Can I visit just to look, or just to talk?
A. Yes, of course. The booking form can also be used for a visit without any obligation to order. If you would simply like to see the shoes or hear more about them, please feel free to make a booking.
Q. Do I need a reservation to visit?
A. Yes, visits to the atelier are by appointment. We do not have fixed business days or hours, and I will arrange a time that suits you, so please let me know your preferred date and time through the booking form or by DM on Instagram.
Q. Where is the atelier?
A. Toko Building 408, 1-14-14 Taito, Taito-ku, Tokyo 110-0016. The nearest station is Akihabara, about a 7-minute walk away.
Q. How does ordering work?
A. It begins with a consultation. I will measure your feet and ask about how you usually wear your shoes, and once you have chosen a design and leather, I begin making the shoes. It helps if you bring a pair of shoes you wear often, as a reference for the fit. It is also helpful if you come wearing the kind of socks you would expect to wear with the shoes you are ordering.
Q. What is the difference between Made-to-Order and bespoke?
A. Made-to-Order is based on an existing last, with the leather, colour and details chosen from about 18 designs. Bespoke begins with making a last exclusively for you. Which one suits you better depends on your feet and what you are looking for, so we can decide together during the consultation.
Q. Do you sell ready-made shoes?
A. No, we do not carry ready-made shoes. Every pair is made after an order is placed, so that each pair can be made for the individual customer's feet and preferences.
Prices and Payment
Q. How much do the shoes cost?
A. Made-to-Order is ¥247,500 (tax included), and bespoke is ¥385,000 (tax included). The price does not vary by design, but the final price depends on the specifications you choose, so I will provide an estimate during your consultation. A list of option prices is available on the detail page, and if you check it in advance, I can also give you an idea of the final total beforehand.
Q. When do I pay?
A. For Made-to-Order, payment is made in full at the time of ordering. For bespoke, half is paid at the time of ordering, and the remainder on delivery.
Q. What payment methods do you accept?
A. Cash, bank transfer and credit cards are accepted. Invoices and receipts can also be issued, so please let me know if you need one.
Q. What options are available?
A. In terms of construction, the Hand-sewn Welted / Hand-stitched Outsole option adds ¥66,000 to the base price, bringing it to ¥313,500 (tax included). Other options include a seamless heel (+¥22,000), half rubber (¥5,500) and toe steel (¥5,500). The full price list is on the Made-to-Order detail page, so please take a look there as well.
Q. What is the difference between Hand-sewn Welted / Machine-stitched Outsole and Hand-sewn Welted / Hand-stitched Outsole?
A. In both, the welt — the part that joins the insole to the upper — is sewn by hand. The difference lies in the stitching of the outsole: it is done by machine in the Hand-sewn Welted / Machine-stitched Outsole, and by hand in the Hand-sewn Welted / Hand-stitched Outsole. The latter also uses a bevelled waist, stitched so that the waist of the shoe cannot be seen. It is a way of making shoes rich in craftsmanship, with curves and techniques that a machine cannot produce.
Q. Is a shoe tree included?
A. A shoe tree is included with Made-to-Order. For bespoke, shoe trees are available separately, at ¥38,500 (tax included).
Q. Can I cancel or receive a refund after ordering?
A. I am afraid cancellations and refunds cannot be accepted after an order has been placed, as I begin making each pair indiviidually once an order is received. Please feel free to ask about anything at all before placing your order.
Lead Times
Q. How long will my shoes take?
A. Made-to-Order takes about 6 months, and bespoke about 12 to 18 months. As I make each pair myself, one pair at a time, I ask for your patience with the time involved. Current lead times can vary, so I will let you know the details at your consultation.
Q. The waiting time feels like a waste.
A. I understand the feeling. If there is anything you would like to know while you wait, such as how the making is progressing, please ask at any time. I hope you can enjoy even the time spent waiting, as part of having a pair made only for you.
Q. Can you make my shoes more quickly?
A. As a rule, I do not accept rush orders. However, if you need the shoes by a particular date, or in time for a gift, I will do my best to accommodate you, so please do not hesitate to mention it.
Fitting and Sizes
Q. I have trouble finding shoes that fit, and I am worried.
A. Fitting is what I value most at When. I will adjust the shoes while asking about the fit around the instep and heel, and any discomfort you usually feel, so please start by telling me about your concerns just as they are.
Q. Can the fit be adjusted with Made-to-Order?
A. Yes. With Made-to-Order, a fitting adjustment (adding leather to the last to fine-tune the fit) is available free of charge. While based on an existing last, this adjustment brings the fit closer to your own feet.
Q. Is there anything I should prepare for my visit?
A. Nothing in particular. It helps if you bring a pair of shoes you wear often, as it shows me your size and how you tend to wear your shoes.
Q. What sizes do you cover?
A. Fitting samples are available in UK sizes 4.5 to 10 (approx. 23–28.5 cm). Sizes above and below that range can also be accommodated, so please feel free to consult me first.
Q. What happens if the shoes do not fit?
A. I will take responsibility and support you through to the end, so that you can keep wearing your shoes with peace of mind. If there is anything that concerns you, please consult me first.
Ordering from Afar and Overseas
Q. Can I order without visiting the atelier?
A. If you live in Japan, there are ways to proceed without a visit. For example, fitting shoes can be sent to you by post, so that we can check the fit as we go. The process differs depending on your location and circumstances, so please contact me with your area mentioned.
Q. Can I order from overseas?
A. Yes, I have made shoes for customers overseas before. However, fitting shoes cannot be sent overseas, so I work out a suitable size from the size of the shoes you usually wear and what you tell me about any difficulties with your feet. Please understand in advance that the precision cannot be quite the same as for customers in Japan. The shoes themselves are made in exactly the same way as those for customers in Japan, carefully, one pair at a time.
Q. Can bespoke be ordered remotely?
A. Bespoke involves a fitting in person at the atelier, so it cannot be accepted remotely. Only Made-to-Order can be made without a visit.
Q. How are shipping and customs charges handled for overseas orders?
A. Shipping and customs charges vary by region. I will let you know the approximate amount in advance, and it is to be paid either at the time of ordering or on delivery.
Ladies and Gifts
Q. Do you make shoes for women?
A. Yes. The Made-to-Order designs are unisex, and both ladies' Made-to-Order and bespoke are available. Prices and lead times are the same as for men's.
Q. Can I order a pair as a gift for my partner?
A. Yes, please feel free to consult me. If you can tell me the recipient's approximate shoe size and the style of clothes they usually wear, it will be easier to suggest a design that suits them. Please do not hesitate to get in touch.
Q. Can you gift-wrap the shoes?
A. If you wish, I will do my best to arrange it. Please let me know when you place your order.
Repairs and Aftercare
Q. Can I ask you to repair my shoes?
A. Yes, repairs are accepted. You are welcome to simply make a booking. If you add a brief note about the area you are concerned about, such as a heel replacement, it helps me picture the work on the day.
Q. Can you repair shoes made by another maker?
A. Repairs of other makers' shoes are accepted only for existing customers. For shoes made at When, of course, please feel free to consult me at any time.
Q. Can I consult you if something concerns me after I start wearing the shoes?
A. Of course. Whether it is about the fit or about care, please contact me at any time if anything comes up.
Q. Could you give me an idea of repair prices?
A. For example, replacing a top lift is ¥5,500, half rubber is ¥5,500, and resoling is ¥33,000 for Hand-sewn Welted / Machine-stitched Outsole and ¥55,000 for Hand-sewn Welted / Hand-stitched Outsole. Prices vary depending on the condition of the shoes, so I will explain the details when I receive them.
Other Questions
Q. How can I contact you for a consultation?
A. Please get in touch through the booking form on this website, or by DM on Instagram. The booking form can also be used for a visit just to look or to talk, so please feel free to use it even if you have not yet decided on an order.