FAQs

DESIGN YOUR SHOES

HOW CAN I DESIGN MY OWN SHOES?

There are 2 ways to design your shoes:

Go to our online Shoe Designer and design your own shoe using available shoe styles and materials
Go to Collection page and order or modify pre-existing designs

As soon as you submit your order, we hand make each pair according to your specific design. Your shoe is manufactured using a highly impressive and extensive process that includes hundreds of manual tasks: from careful leather selection, cutting the patterns, hand stitching the leather and adding the finishing touches. This is the sort of meticulous attention to detail which ultimately defines the appearance and feel of a Shoenvious pair.

CAN I ORDER A PAIR WITHOUT DESIGNING THEM?

Yes, just go to Collection page and order or modify pre-existing designs.

MATERIALS

WHICH COLOURS AND MATERIALS CAN I CHOOSE FROM?

You can select from a curated selection of more than 250+ high quality leathers and luxe materials in different colors, patterns and textures. Please browse through all available materials here.

We are also always introducing new collections to our range. Please subscribe to our newsletters or follow us on Facebook, Instagram or Twitter to be updated when this happens.

To request for more info about specific materials, please email us at orders@shoenvious.com or contact chat support.

DO YOU HAVE VEGAN MATERIALS AVAILABLE?

Yes, we are expanding our vegan selection every quarter. To learn more about new materials and styles, please subscribe to our newsletters or follow us on Facebook, Instagram or Twitter to be updated when this happens.

SHIPPING & DELIVERY

HOW CAN I TRACK MY ORDER?

When we dispatch your order for delivery, you will receive a unique tracking number by email and a link to check the status of your shipment. You may also send us an email at hello@shoenvious.com or contact chat support.

HOW LONG WILL IT TAKE TO HANDMAKE MY SHOE AND DISPATCH MY ORDER?

The estimated delivery date of the products shall be stated in your order confirmation email. This shall under normal circumstances be approximately 3-8 weeks from the date your order is placed.

Please take into consideration that your shoe is manufactured using a highly impressive and extensive process that includes hundreds of manual tasks: from careful leather selection, cutting the patterns, hand stitching the leather and adding the finishing touches. This is the sort of meticulous attention to detail which ultimately defines the appearance and feel of a Shoenvious pair.

If you need your shoes shipped quicker for special occasions, please reach out to us at orders@shoenvious.com stating your order number. You may also reach out to chat support.

WHICH COUNTRIES DO YOU SHIP TO?

We ship to most countries worldwide. To verify shipping to your country, or to request shipping to your country, please email us at orders@shoenvious.com or reach out to chat support.

HOW MUCH DOES SHIPPING COST?

Shipping is free to selected countries. Shipping details will appear at the checkout page, once you’ve chosen the delivery country.

Please ensure to provide an address where someone will be available to take delivery. Failed delivery attempts attributed to customer non-availability or incomplete addresses may result in packages returned to us and may incur an extra charge. In very rare cases, some local customs authorities won’t release your shipment, and this may also result in shipments returned to us. In these cases, we will need to charge you an additional delivery fee to get your order re-delivered.

International deliveries may be subject to country-specific taxes and duties. For some countries, duties and taxes are not included in your check out price, and you will be responsible for their payment once your shipment arrives. Unfortunately, we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

CAN YOU DELIVER TO MULTIPLE ADDRESSES?

For deliveries to multiple addresses, simply place a separate order for each delivery address.

DO YOU OFFER FREE SHIPPING?

Shipping is free to selected countries. Shipping details will appear at the checkout page, once you’ve chosen the delivery country.

Please ensure to provide an address where someone will be available to take delivery. Failed delivery attempts attributed to customer non-availability or incomplete addresses may result in packages returned to us and may incur an extra charge. In very rare cases, some local customs authorities won’t release your shipment, and this may also result in shipments returned to us. In these cases, we will need to charge you an additional delivery fee to get your order re-delivered.

WILL I NEED TO PAY TAXES AND DUTIES?

International deliveries may be subject to country-specific taxes and duties. For some countries, duties and taxes are not included in your check out price, and you will be responsible for their payment once your shipment arrives. Unfortunately, we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

RETURNS & REMAKES

WHAT IS YOUR RETURNS POLICY?

Due to the nature of your order being personalised and customised, no refunds can be made once an order is placed.

However, every Shoenvious pair you order is backed by our 100% perfect size guarantee – so you can be assured that your shoe is made in the correct size. We will remake your shoes a size up and down, subject to availability, and only in the same design, width, color and material of the original purchase.

Simply sign into your account and under “MY ORDERS”, select the shoes that need to be remade. Alternatively, please email us at orders@shoenvious.com or contact chat support stating your order number and specific information on how the shoe fits. We will get back to you with details on finalizing the remake process. There is a $120 fee for this service which covers the cost of new components and shipping both ways. We will be sending you 2x $60 site credits that you can use for future orders. For countries, towns and cities that incur higher shipping charges, there are additional shipping fees charged by our partners.

You can also take your shoes to your local cobbler to be stretched or tightened. Email us a copy of the receipt and we will cover reasonable costs in the form of site credits.

We are very confident about our sizing and as we have spent almost 2 years perfecting the size of our shoes, our remake rate is only 1 for every 300 shoes.

Only unworn shoes returned within 10 days of receipt can be returned for remake. Please send your shoes back with all the packaging and inserts. Returns that do not meet our policy will not be accepted and will be sent back to you.
If your shoe has an inscription, you will be re-charged another inscription fee for your new pair
If the same material and color is unavailable to remake your shoes, you shall be notified and substitute materials shall be recommended to you.
Your local customs authority may charge you duties and taxes when your new pair arrives. We will be delivering your remade shoes on a DDU (Delivered Duty Unpaid) basis, which means that you will be charged duties and taxes upon delivery. Payment of these is necessary to release your order from customs.
To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to. If orders are sent back from a different destination, your shoes may also be delayed in customs

WHAT SHOULD I DO IF MY SHOES ARE A LITTLE TIGHT?

You can also take your shoes to your local cobbler to be stretched or tightened. Email us a copy of the receipt and we will cover reasonable costs in the form of site credits.

HOW CAN I RETURN SHOES FOR REMAKE?

Simply sign into your account and under “MY ORDERS”, select the shoes that need to be remade. Alternatively, please email us at orders@shoenvious.com or contact chat support stating your order number and specific information on how the shoe fits. We will get back to you with details on finalizing the remake process. There is a $120 fee for this service which covers the cost of new components and shipping both ways. We will be sending you 2x $60 site credits that you can use for future orders. For countries, towns and cities that incur higher shipping charges, there are additional shipping fees charged by our partners.

You can also take your shoes to your local cobbler to be stretched or tightened. Email us a copy of the receipt and we will cover reasonable costs in the form of site credits.

WHAT DOES THE 100% SIZE GUARANTEE COVER?

Every Shoenvious pair you order is backed by our 100% perfect size guarantee – so you can be assured that your shoe is made in the correct size. We will remake your shoes a size up and down, subject to availability, and only in the same design, width, color and material of the original purchase.

Simply sign into your account and under “MY ORDERS”, select the shoes that need to be remade. Alternatively, please email us at orders@shoenvious.com or contact chat support stating your order number and specific information on how the shoe fits. We will get back to you with details on finalizing the remake process. There is a $120 fee for this service which covers the cost of new components and shipping both ways. We will be sending you 2x $60 site credits that you can use for future orders. For countries, towns and cities that incur higher shipping charges, there are additional shipping fees charged by our partners.

You can also take your shoes to your local cobbler to be stretched or tightened. Email us a copy of the receipt and we will cover reasonable costs in the form of site credits.

We are very confident about our sizing and as we have spent almost 2 years perfecting the size of our shoes, our remake rate is only 1 for every 300 shoes.

Only unworn shoes returned within 10 days of receipt can be returned for remake. Please send your shoes back with all the packaging and inserts. Returns that do not meet our policy will not be accepted and will be sent back to you.
If your shoe has an inscription, you will be re-charged another inscription fee for your new pair
If the same material and color is unavailable to remake your shoes, you shall be notified and substitute materials shall be recommended to you.
Your local customs authority may charge you duties and taxes when your new pair arrives. We will be delivering your remade shoes on a DDU (Delivered Duty Unpaid) basis, which means that you will be charged duties and taxes upon delivery. Payment of these is necessary to release your order from customs.
To ensure your return is covered by our complimentary returns policy, please send it back from the same country it was delivered to. If orders are sent back from a different destination, your shoes may also be delayed in customs

WHAT IF MY SHOES ARE IN A DIFFERENT COLOR THAN I EXPECTED?

The color of your shoes may be slightly different from what you have seen at your computer screen. Even though we have made every effort possible to ensure the colors are displayed as accurately as possible - every monitor will represent colors slightly differently.

There may also be minimal differences in color between different batches of the same leather – so the color on your new shoes may be slightly different from the one you’ve seen in our samples or the one that you had on your last pair.

If you need more information about specific materials, please reach out to us at hello (at) shoenvious.com or chat with our stylists prior to placing your order

GIFT CARD

HOW CAN I REDEEM A GIFT CARD?

Simply design your shoes, add your code at check out and complete your order the usual way. Enter your Promo Code/Gift Card code field and your gift card value will automatically be deducted from your order total. Any remaining balance can be paid by credit card. Please note that some purchases paid by a Gift Card code will not be eligible to participate in sales and promotions we offer from time to time.

WHAT IF MY SHOES COST MORE THAN THE VALUE OF THE GIFT CARD?

After entering your Promo Code/Gift Card code, your gift card value will automatically be deducted from your order total. Any remaining balance can be paid by credit card or via Paypal.

WHAT DO I DO IF MY GIFT CARD IS LOST, STOLEN OR DAMAGED?

We are not responsible if your Gift Card is lost, stolen, destroyed or used without your permission. If you have any further questions, please email hello@shoenvious.com.

CAN I GET A REFUND ON MY GIFT CARD?

Gift Cards cannot be returned or exchanged for cash refund.

WHEN WILL MY GIFT CARD EXPIRE

Expiry date will be clearly indicated all gift cards we issue. No Gift Cards will be honored after expiry date.

PROMOTIONS & DISCOUNTS

I HAVE A PROMOTIONAL CODE, HOW DO I APPLY IT?

Simply design your shoes and add to the shopping cart the usual way. At checkout, enter your promo code in the PROMO CODE / GIFT CARD field and your gift card value will automatically be deducted from your order total. Any remaining balance can be paid by credit card.

Please note that some codes have been issued to specific email addresses, and can only be used accordingly.

ABOUT US

WHAT IS SHOENVIOUS?

Shoenvious is a luxury ladies’ footwear company that allows women to design and order customised and handmade shoes using our online 3D shoe designer.

HOW ARE YOUR CUSTOM PRICES SO REASONABLE?

Traditional, off-the-rack luxury shoes are manufactured in huge numbers and then shipped to various retailers. These retailers will increase the price – sometimes by as much as 500% – passing the price onto the customers. Because of our direct-to-consumer model, we are able to eliminate unnecessary markups and redirect traditional retail overhead costs into the quality of our products.

WHAT IS THE QUALITY OF OUR SHOES LIKE?

The attention we pay to the smaller elements of your customised shoe is what will make it the best pair you have ever owned. You can be confident we have gone to great lengths ensure the utmost standard of quality in production. Every step of the way, from leather selection to stitching we place an emphasis on quality control. We appreciate our customers for putting their faith in Shoenvious and want to reward this with the highest quality product we can produce.

Please read our reviews on facebook and google.

WHAT IS THE DIFFERENCE OF A CUSTOMISED PAIR?

Customised shoes, made from luxurious and high quality materials, are the epitome of subtle luxury. By choosing every detail about your shoe: the leather, the sole, height of the heel, style and the colour of the lining, you create a shoe that is unique to you and your individuality.

Our shoes are individually handmade using a highly impressive and extensive process done with precision and technique. This meticulous attention to detail ultimately defines the appearance and feel of a Shoenvious pair.

CONTACTING US

HOW DO I CONTACT CUSTOMER CARE?

If you have any questions which are not currently answered on our site, please contact us by email at hello (at) shoenvious.com or call or contact chat support.