FAQ

Absolutely! We understand that convenience is essential, and you have the option to place an order as a guest without the need to create an account. When you choose to checkout as a guest, there is no obligation to register or provide any personal information beyond what is necessary for the order.

Benefits of Creating an Account:

While guest checkout is available, we highly recommend creating an account for an enhanced shopping experience. Here are some benefits of registering an account:

1. Order History: By creating an account, you can easily access your order history and keep track of your past purchases.

2. Faster Checkout: Having an account allows you to save your payment details and shipping addresses, making future checkouts quicker and more efficient.

3. Wishlist and Favorites: You can create a wishlist or save your favorite items for easy reference and quick access during future visits.

4. Exclusive Offers: Account holders may receive special promotions, discounts, and offers that are tailored to their preferences.

Quick and Easy Account Creation:

If you decide to create an account, the process is straightforward. Simply visit our website's registration page at https://shoezels.com/account/register and follow the instructions on-screen to set up your account.

Guest Checkout vs. Account Registration:

Whether you choose guest checkout or account registration, rest assured that your privacy and security are of utmost importance to us. We adhere to stringent data protection policies to safeguard your information and ensure a safe shopping experience.

As always, if you have any questions or need assistance with the ordering process, please don't hesitate to reach out to our customer support team. We are here to help and ensure that your shopping journey with us is smooth and enjoyable.

Thank you for considering us for your purchase, and we look forward to serving you!

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at support@shoezels.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

We sincerely apologize if your order has been canceled. There are several reasons why an order may be canceled:

1. Stock Availability: In some cases, an item may become unexpectedly out of stock or unavailable after you have placed the order. While we strive to maintain accurate stock levels, unforeseen circumstances can lead to stock issues.

2. Customer Request: If you have contacted our customer support team and requested to cancel your order, we will process the cancellation as per your request.

3. Order Fraud Detection: To protect both our customers and our business from potential fraudulent activities, we employ order fraud detection software. In rare instances, this software may flag an order incorrectly, leading to an automatic cancellation.

Our Resolution:

Regardless of the reason for the cancellation, we deeply regret any inconvenience this may have caused. Please know that our priority is to offer the best customer experience.

• Alternative Product: If your order was canceled due to stock unavailability, we will do our best to offer you an alternative product that meets your needs and preferences.

• Refund Process: If we are unable to provide an alternative product that suits you, we will process a full refund promptly. Rest assured, we aim to process refunds as quickly as possible.

Customer Support:

We value your satisfaction, and if you have any concerns or questions about the cancellation or refund process, please don't hesitate to reach out to our customer support team. We are here to assist you and ensure that you have a positive shopping experience with us.

Once again, we apologize for any inconvenience caused by the cancellation, and we appreciate your understanding. Thank you for considering us for your purchase, and we hope to have the opportunity to serve you better in the future.

To cancel your order, follow these steps:

1. Check Order Status: First, check the status of your order. If your order is still in the "Pending" or "On-Hold" folder, you can proceed with the cancellation.

2. Contact Customer Support: Reach out to our customer support team as soon as possible to request the cancellation. You can do this through our website or by using the contact information provided in your order confirmation email.

3. Provide Order Details: When contacting customer support, be sure to provide them with the necessary order details, such as the order number and the specific items you wish to cancel.

4. Confirmation of Cancellation: Once your order cancellation request is received and processed, you will receive a confirmation email notifying you that the order has been canceled.

Note: Please be aware that once an order has passed into the "Production" stage, it is no longer eligible for cancellation. Therefore, it is crucial to act promptly and request the cancellation while your order is still in the "Pending" or "On-Hold" status.

We understand that circumstances may change, and we aim to accommodate our customers to the best of our abilities. If you have any questions or need further assistance with canceling your order, please don't hesitate to contact our customer support team. We are here to assist you and ensure a smooth and satisfactory shopping experience.

Thank you for considering us for your order, and we hope to have the opportunity to serve you in the future.

We want to ensure that your shopping experience with us is as smooth and hassle-free as possible. To provide clarity on our order modification policy, please take note of the following guidelines:

1. Pending or On-Hold Orders: We understand that circumstances may change, and you may need to make modifications to your order. You can request order modifications only while your order status is in "Pending" or "On-Hold." During this phase, our team is still preparing your order for processing, and we can accommodate changes to your request.

2. In-Production Orders: Once an order has entered the "In-Production" stage, it means that our team has started working on your order, and we are in the process of crafting and preparing your items for shipment. At this point, order modifications are no longer allowed. This is to ensure that we maintain the highest level of efficiency and deliver your products to you in a timely manner.

3. Timely Action is Key: We encourage you to review your order details carefully before proceeding with the purchase to avoid the need for modifications. If you realize that modifications are necessary, please contact our customer support team as soon as possible while your order is still in the "Pending" or "On-Hold" status.

4. Customer Support Assistance: Our dedicated customer support team is here to assist you with any questions or concerns related to your order. If you need to make any changes while your order is eligible for modification, feel free to reach out to us, and we will do our best to accommodate your request.

5. Ensuring Accuracy and Satisfaction: At our core, we aim to deliver products that meet your expectations and satisfaction. By adhering to this order modification policy, we can efficiently process your orders and maintain a high level of accuracy throughout the production and delivery process.

We appreciate your understanding and cooperation regarding our order modification policy. Should you have any inquiries or require further assistance, please do not hesitate to contact our customer support team. We are here to provide you with exceptional service and ensure that your shopping experience with us is a delightful one.

Your order's estimated arrival time depends on two main factors: production time and delivery time estimates.

1. Production Time: After placing your order, we require 5-7 days to process and prepare your items for shipment. During this stage, our team ensures that your products are carefully crafted and quality-checked before proceeding to the delivery phase.

2. Delivery Time Estimates: Once your order is ready for shipment, the delivery process begins. The estimated delivery time is between 10 to 25 days. Please note that this is an approximate timeframe and may vary depending on your location and other external factors such as customs processing and local courier services.

Refunds or Reshipment: We understand that timely delivery is important, and we strive to ensure that your order reaches you as promptly as possible. In the rare event that your order has not arrived within 45 days of the order processing date, we offer the following options:

1. Refunds: If your order has not been delivered within 45 days, you are eligible for a full refund of your purchase.

2. Free Reshipment: Alternatively, you may choose to have your order resent free of charge. We will reship your items, and you won't incur any additional charges.

Tracking Your Order:
To keep track of your order's progress and estimated delivery date, you can use the tracking number provided in your order confirmation email. The tracking number will allow you to monitor your package's location during transit.

Customer Support:
If you have any questions or concerns about your order's status or delivery, please don't hesitate to reach out to our customer support team. We are here to assist you and ensure that your shopping experience is smooth and enjoyable.

Thank you for choosing us for your purchase, and we appreciate your patience as we work to deliver your order to your satisfaction. We look forward to serving you and hope you enjoy your products when they arrive!

We are delighted to offer international shipping to a wide range of countries. Currently, we ship to the following countries:

- United States
- Australia
- Canada
- France
- United Kingdom
- Israel
- Germany
- Austria
- Belgium
- Switzerland
- Denmark
- Spain
- Finland
- Greece
- Hungary
- Ireland
- Italy
- Japan
- Korea (South)
- Luxembourg
- Netherlands
- Norway
- New Zealand
- Poland
- Portugal
- Sweden
- Singapore
- Turkey
- Ukraine

If your country is not listed above, please note that we are continuously expanding our shipping destinations. Feel free to check back with us in the future or reach out to our customer support team for updates on shipping availability to your location.

For customers residing in the countries mentioned above, we look forward to serving you and delivering our products to your doorstep. If you have any further questions or concerns regarding shipping, delivery times, or any other inquiries, please don't hesitate to contact our friendly customer support team. We are here to assist you and ensure a delightful shopping experience with us.

Thank you for your interest in our products! Shipping costs can vary depending on factors such as the destination, package weight, and shipping method. To provide you with accurate shipping fees, the total cost of shipping will be displayed to you at the checkout stage before you complete your purchase.

Our Commitment to Transparency:

We believe in providing transparent and upfront information to our customers, including shipping costs. Rest assured that any applicable import charges and taxes will be covered by us at the time of shipping. This means you won't encounter any unexpected or hidden costs upon delivery. Our aim is to make your shopping experience seamless and worry-free.

Shipping Options:

At checkout, you may have the option to choose from different shipping methods, each with its own associated cost and estimated delivery time. Please select the one that best suits your preferences and needs.

Shipping Updates:

Once your order is processed and shipped, we will provide you with a tracking number that will allow you to monitor your package's journey and estimated delivery date.

Customer Support:

If you have any questions or concerns about shipping costs or any other aspect of your order, our dedicated customer support team is here to assist you. Please don't hesitate to reach out if you need any help or information.

We appreciate your interest in our products, and we look forward to serving you with the utmost care and satisfaction. Happy shopping!

Absolutely! We understand the importance of tracking your order, and we provide tracking numbers to keep you informed about your package's status and location. Here are some key details about order tracking:

Tracking Numbers Availability: Tracking numbers will be made available to you within 7 - 10 days after your order has been processed. During this time, our team ensures that your items are prepared for shipment and ready to be dispatched.

How to Access Tracking Information: Once your order is ready for shipping and the tracking number is generated, we will send you an email notification with the tracking details. This email will include instructions on how to access and use the tracking information.

Real-Time Updates: With your tracking number, you can stay up to date with the real-time status of your package. Simply enter the tracking number on our website or the designated courier's website to view updates on the shipping progress, estimated delivery date, and location of your order during transit.

Note on Delivery Time: Please keep in mind that the estimated delivery time provided during checkout will begin once your order is shipped and the tracking number is available. Delivery times may vary depending on your location and other external factors.

Customer Support: If you have any questions or encounter any issues with tracking your order, don't hesitate to contact our customer support team. We are here to assist you and ensure that your shopping experience is smooth and hassle-free.

Thank you for choosing us for your purchase, and we hope you enjoy your products when they arrive!

Yes, we want to ensure that you find the perfect fit for your Shoezels, and to assist you in making the right sizing decisions, we provide detailed sizing charts for each product. You can find the sizing chart along with a comprehensive product description on every product page.

Finding Your Perfect Fit:

• Check the Chart: When choosing your size, it is essential to refer to the specific sizing chart provided for each type of Shoezel you are interested in. Different Shoezel styles may have slightly different sizing, so it's crucial to check the appropriate chart for the product you wish to order.

• Measurements and Guidance: Our sizing charts offer accurate measurements and guidance to help you determine the most suitable size for your feet. By following the provided measurements, you can choose a size that ensures a comfortable and well-fitted pair of Shoezels.

• Customer Support: If you have any questions or concerns about sizing or need further assistance, our customer support team is here to help. Feel free to reach out to us, and we will be glad to provide any additional information you may need to make an informed decision.

We understand the importance of finding the right size, and we want you to enjoy the best possible fit with your Shoezels. By checking the sizing chart and considering the guidance provided, you can confidently select the perfect size for your chosen Shoezel style.

If you have any other questions or need further assistance, please don't hesitate to contact our customer support team. Thank you for choosing our Shoezels, and we look forward to providing you with a stylish and comfortable pair that fits just right!

Select your preferred design and size from the drop-down menu on the product page, and proceed by clicking "Add To Cart." Follow the necessary steps to finalize your purchase, and upon completion, an email confirming your order details will be sent to you instantly.

Can I return my Shoezels?

We understand that you may have questions about our return policy, and we're here to provide you with all the necessary information.

Defective Shoezels: If you receive Shoezels with any defects, rest assured that we stand behind the quality of our products. You are eligible to return them for a refund or exchange. Our aim is to ensure that you receive a product that meets your expectations and is free from any defects.

Change of Mind Returns: Unfortunately, we do not accept returns for a change of mind or if you've had a change in your preferences after placing your order. Each Shoezel is individually made to order, specifically tailored to your unique preferences, and cannot be sold to someone else. We kindly ask that you carefully read the product description before ordering to ensure the Shoezels are exactly what you want.

Right Size Guarantee: We understand the importance of a perfect fit, and we offer a "Right Size Guarantee" to accommodate sizing concerns. If you mistakenly ordered the wrong size, we allow one exchange for another size, up to two sizes larger or smaller than your original order. This way, we strive to ensure you receive the ideal fit for your Shoezels.

Exchanges for Size Changes Larger than Two Sizes: Size changes larger than two sizes up or down will be considered an input error by the purchaser and are not eligible for an exchange. To avoid any sizing discrepancies, we encourage you to refer to our sizing chart and guidelines provided on each product page.

We want you to have a delightful experience with your Shoezels, and our customer support team is here to assist you with any questions or concerns you may have regarding your purchase. If you believe you are eligible for a return or exchange, please reach out to our customer support team, and they will guide you through the process.

Thank you for choosing our Shoezels, and we hope you enjoy wearing them!

We're sorry to hear that your order didn't meet your expectations. We understand the importance of customer satisfaction and want to ensure that you have a positive shopping experience with us. If your order isn't as you expected, here's what you can do:

1. Review Your Order: Please take a moment to review your order and confirm if there are any specific discrepancies or issues. Double-check the product details, size, color, and any other specifications to ensure that there was no misunderstanding or input error during the ordering process.

2. Contact Customer Support: If you find that there is a genuine concern or discrepancy with your order, we encourage you to reach out to our customer support team as soon as possible. Our team is dedicated to resolving any issues and ensuring your satisfaction.

3. Provide Information: When contacting customer support, be sure to provide all relevant information about your order and the specific issue you've encountered. This might include the order number, product details, and a clear description of the problem you are facing.

4. Photos for Reference: If applicable, providing photographs of the item in question can be helpful in understanding the issue better and expediting the resolution process.

5. Resolve the Issue: Our customer support team will work closely with you to find a satisfactory solution to the problem. Depending on the nature of the issue, this might involve a replacement, refund, or exchange of the product.

6. Change of mind: Unfortuatly we do not accept change of mind as a valid reason for refunds or exchanges. We stress the importance of reading the description that comes with each Shoezel. We will only exchange or refund products that do not meet high standard of manufacture. Please note that there may be some slight variation in colour beween the Shoezels shown on screen and the ones produced. This is because it is imposoble to represent the colours accuratly on screen. 

7. Be Patient: We understand that resolving a concern can be frustrating, but we ask for your patience and cooperation while we investigate the matter and work towards a resolution. Rest assured, we are committed to making things right for you.

At Shoezels, we value your satisfaction and take customer feedback seriously. Our aim is to address any issues promptly and efficiently to ensure your happiness with your purchase.

If you need any further assistance or have additional questions, please don't hesitate to contact our customer support team. Thank you for giving us the opportunity to assist you, and we appreciate your understanding as we work to resolve the matter to your satisfaction.

The time it takes to return an item depends on the carrier or shipping method you choose when sending back the item. Once we receive your return, we will promptly notify you via email to confirm its arrival.

Refund Processing Time:

After receiving the returned item into our warehouse, our team will process the refund within three days. Please note that this timeframe may vary depending on the volume of returns and other factors.

Bank or Credit Card Processing Time:

Once the refund is processed on our end, it may take several additional days for your bank or credit card provider to complete the refund process and credit the amount back to your account or card. The exact time it takes for the funds to appear in your account can vary depending on your financial institution's policies.

Stay Updated:

We understand the importance of staying informed about your return and refund status. We will keep you informed through email notifications at each stage of the process, ensuring transparency and open communication throughout.

Contact Us:

If you have any questions or concerns about your return or refund, our customer support team is here to assist you. Please don't hesitate to reach out if you need any help or information.

Thank you for choosing us, and we appreciate your understanding as we work to process your return and refund as efficiently as possible. We hope to serve you again in the future

We understand that receiving a damaged, flawed, or incorrect order can be frustrating, but don't worry – Shoezels is here to support you. Rest assured, we will do our best to resolve the issue and ensure your complete satisfaction with your purchase. Here's what you can do to initiate the resolution process:

1. Contact Shoezels Customer Support: Please reach out to our dedicated Customer Support team as soon as possible to report the issue. You can do this through our website or contact our support representatives directly via email.

2. Provide Details and Evidence: To help us better understand the problem and expedite the resolution, please provide us with details about the issue you encountered. Additionally, if applicable, provide photographic evidence of the damage or flaw in the item you received.

3. Choose Your Preferred Resolution: We want to make sure you are completely satisfied with the outcome. Once you've contacted us and shared the necessary information, you'll have the option to choose your preferred resolution. You can opt for a replacement of the affected item, or if you prefer, we can process a refund for the incorrect or flawed product.

4. Prompt Assistance from Shoezels: Our Customer Support team is committed to providing you with a quick and efficient resolution. We will work closely with you to address the issue and ensure that you receive the appropriate solution promptly.

5. Enjoy Peace of Mind: At Shoezels, we value your satisfaction and want to make sure your shopping experience is positive. Our aim is to make things right, so you can continue enjoying your purchase from us without any worries.

As of now, we do not sell gift cards. However, we are constantly working to improve our services and offerings to better meet the needs of our customers. It is possible that we may introduce gift cards in the future to provide more gifting options and enhance your shopping experience.

We value your interest in our products and appreciate your understanding. If you have any other questions or need further assistance, please feel free to reach out to our customer support team. We are here to help and look forward to serving you in the future, with the possibility of offering gift cards as well. Thank you for considering us for your purchases!