Trimly FAQ Page

Find commonly asked questions here

About Trimly

At Trimly we know that putting your best foot forward starts with your feet. With a focus on sustainability, durability, and the highest quality materials, we deliver shoe care products that won't fall apart or let you down. Instead of always replacing your shoes, maintain them instead - they will look better and the world will thank you.

For more info about us, please check out the Our Story page!

We are based in Melbourne. Trimly is online only, however, we sell shoe trees through several cobblers, and you can find Boot Black in store via Henry Bucks.

All of our shoe tree products are benchmade and hand finished by skilled craftsmen at modern and technically advanced manufacturing facilities. We have partnered with China’s leading shoe tree maker - supplier to many of Europe’s top shoemakers - and we have dedicated team members to ensure our shoe tree prducts are made to the highest quality, made in excellent work conditions, and made to agreed environmental stewardship standards.

All Boot Black products are made in their Tokyo factory.

If you have a win-win idea for collaboration, we're always open. Please email us via info@trimly.com.au.

We offer sales from time to time. Our subscribers get first pick and then we open what is left to the general public.

Yes we do. Please contact us info@trimly.com.au.

Sizing & Fit

No. Use our Shoe Stretcher collection to stretch your shoes, boots, or high heel shoes.

Shoe trees are designed to reform, but not stretch shoes.

For help finding the perfect fit for each style, please reference the sizing guide on each product page. Our sizes are in EU and we provide UK and US equivalents. Note, our chart is a guide only and we recommend you refer to your shoemaker for accurate sizing information

Still unsure? Send us an email at info@trimly.com.au. We'd love to help you find the right size!

We have modelled sizing based on the popular RM Boot. Select your normal RM size (H fit half size + UK)

No, on the proviso that you've selected the correct size. The shoe trees should fit snuggly into your footwear. If there is bulge in any part of the shoe, or the shoe trees are swimming in the shoe, you have the incorrect size.

Natural Cedar Products

The white power is crystallised cedar oil and it is harmless. Cedarwood can leech small amounts of oil when there is a temperature change. It is harmless and can be easily wiped off or brushed away.

Knots are small marks that were once the base of a tree branch. In furniture, knots are often exploited for visual effect.

Fine cracks are sometimes visible and are characteristic of natural wood. They are not a defect and your Premium shoe trees come with a lifetime guarantee.

Fulfilment & Delivery

: We ship to all locations in Australia. We offer free standard shipping for all orders over $100, or else pay $10 flat rate. We also offer an express post service and selection of carrier services.
: We provide all of our customers with tracking - we do not track parcels on your behalf. If you have not received tracking please email us: info@trimly.com.au.

If your tracking shows it is past the expected delivery date, please contact us and we will chase this up for you. Don't panic, 99% of the time we track it down, and the 1% we don't, we don't let our customers down.
: Nine times out of ten the missing confirmation email will be in your spam folder - for Gmail check your 'Promotions' folder. Either mark our emails as safe or move them into your inbox and the issue will be resolved.

If you cannot locate our confirmation email, please email us at info@trimly.com.au and we will re-send it.
: Yes. Once your order is shipped you will receive an email from the carrier with your tracking information. If it has been more than 5 business days since you placed your order and you still have not received a tracking number, send us an email and we will gladly assist you!
: Accessories may ship separately, so it's perfectly normal for items to arrive at different times. If it's been a few days and you're concerned about the rest of your order, just send us an email and we'll be happy to check the status for you!
: Please get in touch with us and we will ensure you receive the correct order and organise the return of the incorrect one. You have the option of ordering the culprit to walk the plank or watch the 1978 Star Wars Christmas Special.
: All orders are fulfilled from our Melbourne fulfilment centres.

Returns & Exchanges

Returns

Under Australian Consumer Law, certain consumer guarantees apply, including that a product must be of acceptable quality.

If our product is faulty, damaged during transit, or not of an acceptable quality, you are entitled to a remedy, either repair, exchange, or refund. Please email is at info@trimly.com.au and we will gladly help rectify the situation.

Unfortunately, we do not accept returns for 'Change of Mind'.

If you qualify to return your purchase, we will send you a link to return the product to us. In the case of a refund, funds will be deposited into your account 3-5 days upon receiving the return.

Exchanges

We understand that sometimes a product might not quite fit or just isn't quite right for your needs. That's why we've made it super easy for you to exchange your item within 30 days of purchase. Simply follow the steps located at our Exchange Page.

All exchanges are processed on the following Friday/Monday i.e. if we receive your return on Tuesday, the return and new item will be processed on the Friday or Monday.

We will cover the new item being sent out to you. If you chose to return them to us via our Exchange Portal, a flat rate fee of $10 applies.

Leather Shoe Care

: How long do you have? If you value you shoes, using shoe trees is essential in maintaining their shape, preventing damage via moisture, and slowing down the onset of creases.
: Boot Black is Japan's artisan shoe care maker. Their high quality shoe care range is used by top shoemakers and shoe care aficionados from around the world. We stock Boot Black because it is the best we can find on the market and our customers love it.

Check out their product range here.
: A little care can have a significant impact on the longevity of your shoes. At minimum, you should own a pair of shoe trees to keep them in shape and prevent moisture damage, a horsehair brush to remove dust and other airborne matter, and a shoe cream to rehydrate leather and rejuvenate faded colour. If you live in wet climates, a silicon-free water-proof spray is highly recommended.
: When returning home:
1. Insert shoe trees immediately (cedar is very microscopic and absorbs moisture quicker than airing them);
2. Remove dirt and dust etc. via a horsehair brush;
3. Place the shoes in shoe bags and store them in a ventilated area.

When leaving home:
1. Select a pair you did not wear yesterday - let them rest and reform back to their natural shape
2. Use a shoe horn or the shoe/boot's tugs to put on the shoes on - damage to the back heel counter is common and not cheap to fix.
: Shoe cream is necessary to maintain moisture within the leather's fibres. Water-retention is very important because it modifies the properties of the leather's collagen-based tissue, making them more supple, more elastic, more resilient. Water is also directly related to maintaining the correct pH levels. It is therefore important to use fatliquouring agents such as those found in good shoe cream in order to encourage water retention. Wax polish, on the other hand, offers a small layer of protection, but their utility is primarily an aesthetic one.
: Stuff your shoes with newspaper and let them dry with natural light or in a warm room, but never next to a heat source. After 3-4 hours you can replace the newspaper with shoe trees and wait a further 12 hours before checking on them.
: Unless you chose to never wear your shoes, some level of creasing is inevitable. Creasing occurs when the grain layer de-lamintes from the layers below it and is forced outwards. Using shoe trees is your best defence if you do plan on wearing them, as it prevents, or at least slows down, the grain from being forced outwards.

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