I had an utterly horrible experience buying a pair of size 11 Hey Dude shoes online from the company. The pair I bought were too big, so I sent them back to exchange for a size 10. To my surprise, the size 10s were actually longer than the size 11s! I emailed the company to ask if I should try a size 9 or re-purchase a different pair of size 10s. The company answered with a lot of policy-speak and requests for photos, and threats of no refunds if they had been worn, etc. They didn't even answer my original question! After 3-4 more emails explaining the story over again to each new representative, I finally gave up. The shoes are not worth the aggravation!