Frequently Asked Questions

Frequently asked questions

 What is the Premier Builds Program?

Our most popular boots and shoes, produced specifically for your order on a lead time of approximately 8-12 weeks. Sizing Confidence: With a Premier Build, if the fit is too large or small, you can exchange it within 30 days of delivery in unworn condition and we will put another pair into production for you in an adjusted size of your choice. Exchanges are limited to 1 per order and the production timeline for the second pair will be 8-12 weeks. Premier Builds are non-refundable.

What are In-Stock Boots & Shoes and are they different than Premier Builds?

In-stock footwear comprises 3-5 of our most iconic models as well as occasional special runs. These boots and shoes will be made with the leather, sole, and specifications that make them best suited for the primary use of that model. In construction, these are identical to the Premier Builds version of the same model. The only difference is that more variation in sizes and leathers are offered through the Premier Builds Program. In-stock models can be returned and exchanged, making them a great option if you are new Russell.

My measurements are on file, can I order from the Custom Shop using those?

Unfortunately we can’t allow the use of prior measurements. This is primarily to protect customers. By allowing customers to send in their own measurements, there were many situations in the past where a customer’s inaccurate measurements resulted in ill-fitting boots. To continue this would be a waste of our time and your money. In addition, changes in time and weight loss or gain can significantly impact your measurements. Because of these factors, all new orders for the Custom Shop will require new measurements by our staff at a Russell Fitting Event or Licensed Fitting Outpost. We highly recommend using our fitting tool on any of our product pages (The yellow button that says "Find your Russell Size with a quick scan") to get a highly accurate size recommendation in our regularly available sizes.

Where and how can I get my Russells Re-soled?

All re-soling is done through our Licensed Re-soling Shops. These partners have access to all our soles and materials so you can typically get the same soles we have offered in the past. Visit the Service page of the website for contact information to get the re-soling process started.

Can I get a repair on my current Russells?

Yes. Please ship all repairs to our primary address with a note including your contact information, shipping information, and what you would like done. When the boots arrive we will inspect them and let you know of any additional problems that need to be addressed and the cost to do so. Once you have OK’d the repair order and have paid online (or over the phone) we will start your repair work. You will receive tracking information when the repair is complete. Please keep in mind that we cannot reverse or fix dry-rot caused by leaving your boots wet. We also do not offer any rush jobs in our repair department. Repair orders typically take 6-8 weeks depending on the repair type.