XSTANCE

Hi Linda, Thank you for taking the time to share your feedback! We are truly sorry to hear that the insoles aggravated your hip pain, and we sincerely apologize for the frustrating experience you've had with us. This is absolutely not the standard we hold ourselves to, and we completely understand why you are upset. Regarding the discomfort, our insoles are designed to provide firm arch support and proper foot alignment, which can sometimes feel unusual at first as your body adjusts to a new level of support. We generally recommend wearing them for just a few hours initially and gradually increasing wear time over the course of a few days. We also recommend removing the original insoles from your shoes before inserting XSTANCE insoles to ensure the best fit and avoid any unnecessary pressure on your feet. That said, we fully understand that every person's body is different, and we are genuinely sorry it did not work out for you the way we had hoped. As for the billing concern, we want you to know that we take this very seriously. This is not something that typically happens and we will be thoroughly investigating what went wrong on our end. If there was an error on our side, we will absolutely make this right for you - you have our word on that. If you have not yet received a response to your previous email, we kindly ask that you check your spam or junk folder as our replies can sometimes end up there. Please do not hesitate to reach back out directly and we will prioritize getting this fully resolved for you right away. Thank you again for sharing your experience, as this helps us improve! -XSTANCE Team-

Hi there, Thank you for taking the time to share your experience and we’re genuinely sorry to hear that the slippers didn’t meet your expectations. We designed these slippers with tired feet in mind - the thick yet extremely lightweight EVA foam is meant to absorb shock and keep your feet warm on cold floors during winter. The anti-slip soles and raised edges are there to help stabilize every step and keep you safe, even on wet surfaces, while the breathable materials help prevent dampness, stickiness, and odor in humid weather. That said, we completely understand that everyone’s feet and comfort preferences are different, and it sounds like these slippers weren’t the right fit for you. We truly appreciate your honest feedback, and we’ll use it to continue improving our products. On the other hand, we’re glad to hear that you’ve had a positive experience with our insoles - that means a lot to us! To help, we’d be happy to explore exchanging your slippers for a pair of insoles that may better suit your needs. Just reach out to us at [email protected] and we’ll make it as easy as possible. Thank you again for your feedback and for helping us keep improving. Your experience truly matters to us, and we hope we can turn it into a positive one for you. --XSTANCE Team--

Hi there, We’re sorry to hear about your experience and appreciate you sharing your feedback. We understand how frustrating it can be when a product doesn’t feel right or when support doesn’t meet expectations. Our XSTANCE insoles are designed with a medium arch, so they’re generally not too high, but sometimes they can feel different at first. In general, we recommend wearing them for just a few hours in the beginning and gradually increasing the time as your feet adjust. This helps your muscles and posture get used to the support. Also, because our insoles slightly increase foot height, we suggest removing your original insoles before inserting the XSTANCE ones to create more space and comfort. We also always strive to provide impeccable customer service, and we’re genuinely sorry if we fell short in your case. If you’re not satisfied in any way, we encourage you to reach out directly at [email protected]. We’d love the chance to help make things right and learn how we can improve. Thank you again for your honest feedback - it really helps us do better! Warm regards, The XSTANCE Team