Frequently Asked Questions | FAQs
Tracking & Shipping+
How can I track my order?
All orders process within 1-2 business days before shipping out. Once out of our warehouse, an automated email is sent to you with the tracking number and link to the carrier.
My tracking says “Delivered” but I didn’t receive it? What do I do?
We advise checking in with everyone at the residence, leasing/management office, and local post office. If you still cannot locate the package, please contact us strictly via email at firstname.lastname@example.org for the fastest response.
I put in the wrong shipping address…how do I fix it?
Contact us via email@example.com. If the order is unfulfilled, we cannot guarantee that we will be able to adjust it before it is officially shipped out.
We'll try our best to make the correction within the timeframe. If orders are placed after 3PM PST (past our daily shipping cut-off period) then it'll be easier to make the changes.
If it’s well past 1-2 business days from placing the order we suggest calling the carrier and having the package rerouted as it is no longer in our facilities.
How do I cancel or change my order?
Let us know…ASAP! You can reach us fastest by directly e-mailing: firstname.lastname@example.org. We answer inquiries in the order they are made and changes cannot be guaranteed. Please make sure all order information is correct prior to confirming the order. If the warehouse has already assigned a tracking number to your order we are unable to make any changes.
Sizing & Inventory+
I gotta have it…but it says “Sold Out”. What do I do?
Click on the “Alert Me” tab on the right side of the page, indicate your preferred style/size, enter your email address, and “add to wish list”. You’re good to go! We’ll let you know if the style and your indicated size comes back into inventory.
I just got an email that says my item was “Out of Stock”. What are my options?
Our customer care team will be more than happy to work with you to make sure you get an awesome piece you love to your door! Please contact us strictly via email for the quickest response.
How do I find my correct size?
Refer all sizes to our Sizing Chart under the description. All of our shoe styles are listed in US sizing. Please note that certain styles may be listed as true to size, runs small, or runs larger.
Payments & Refunds+
How come my promo code does not work?
Check to make sure the items you are purchasing qualifies for that particular discount. Make sure to hit "Apply" after entering the code and the order total should reflect the discounted price. Please note, we only accept one promotional code per order.
Was I charged twice?
All orders are processed once by our system. If you placed a duplicate order you will receive an additional confirmation email. Contact us directly at email@example.com as soon as possible if you think it was a mistake.
All “pending” charges should drop with the issuing bank within 1-3 business days. If you need additional help with “pending” charges or authorizations please contact your issuing bank or credit card company.
I keep getting an error message when I enter my billing and shipping information! What’s happening?
If you are getting an error message or address mismatch there may be a mistake with your billing information. Your billing address must match EXACTLY what you have on file with your issuing bank or credit card. Clear up the typos, reformat if you need to, hit submit ONCE, get your order, and revel in shoo bliss!
Returns & Exchanges+
How Long Does it Take to Process a Refund
With our SmartPost flat rate label it does take on average 7-10 business days to reach us. From there our returns department inspects, refunds, and releases the order back into inventory within 1-3 additional business days. You’ll receive a notification of the refund or exchange once done.
WHERE WILL MY REFUND GO?
ALL refunds are issued back to the original form of payment. For all other Returns and Exchanges questions please refer to our Return Policy page.
DID YOU FIND YOUR ANSWER HERE?
If none of these topics were relevant to your question / concerns, then please contact us at: firstname.lastname@example.org to be further assisted.
Please visit our contact page for more details!