This is a busy busy little place, and I think it's important to be prepared with a picture or ideas about what you're looking for and try to be clear and patient. My husband and I ordered 4 pairs of shoes and had a pair of my shoes repaired and I think the ladies at Friendly did a great job. If I had had a little more time I think they would have been able to do an even better job. So I guess be realistic about what you're asking for in a fairly short period of time.
Also much to their credit I was told one of the pictures I had taken, the way I wanted it made wasn't possible for them - I appreciated their honesty, it gave me confidence in what they did make!
I have hard to fit feet and am hoping the shoes I ordered wear well, I'll order more on line if they do! Friendly shoes may be a real solution for me!
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