Pretty much all my footwear have a horizontal crease in that area. It's where the upper wants to fold when your ankle bends. Some will be looser like my addicts and some will be tighter grain like my Maryam Bakers. Ive seen hundreds with creasing just like yours. If you don't want to risk it...
This is a natural flex point for leather footwear to crease at, and the other shoe will likely have it too after a few wears.
But I agree, may as well eat an exchange if a customer is that salty. People don't spend a car down payment on boots to get half ass customer service.
My addict HH boots have very tight, shell-section rolls in the vamps, and more 'loose grain' in the shafts. But still look fantastic.
Also it's creased in the same spot as yours. That's from the movement of the ankle, and bending that panel to take them on and off not the flexing of the toes...
Imo its a crease. Certain leathers just crease differently. Loose grain just became a buzzword for any creasing that isn't as esthetically pleasing. I almost never see real, detrimental 'loose grain'
Also, it's clearly horizontal, no idea why you would insist it's vertical.
But at their...
spotted these for sale, somehow loving the two tone.
probably wont buy as I never have luck with engineer boots. I just like the feeling of snugly laced boots. and without facings or other details, I feel like they're sometimes boring to look at on your feet.
The original pocket placement is quite nice, and it hints at abdominal muscles and adds to the V lines.
Imo, this could and should have been spotted at the patterning phase, due to the relation of the lapels, upper chest pocket, D, and belt loops.
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