FAQ & Care

If the answer you’re looking for isn’t here, we would be happy to help you with your question. Please email at info@zvelle.com or call +1-866-557-7105 (Mon - Fri 10 am - 6 pm Eastern, Sat - Sun 10 am - 6 pm Eastern).

Size Guide 

What is my Zvelle size?  
Zvelle shoes come in European sizing and fit true to size. Check the size guide on the product page if you’re not sure of your European size. We occasionally provide fit tips on the product pages, but usually suggest ordering your regular size. If you need help deciding on a size, we can certainly help you. Please email at info@zvelle.com or call +1-866-557-7105 (Mon - Fri 10 am - 6 pm Eastern, Sat-Sun 10 am - 6pm Eastern).

We offer complimentary shipping and one free exchange in Canada and the United States, so if your size doesn’t fit, simply ship it back and adjust your size accordingly. Please order only one size at a time. Subsequent exchanges are subject to our standard shipping fee of $25 within Canada and United States. 

Orders & Shipping

Can I get my order expedited? 
Yes you can. We offer free standard shipping in Canada and the United States, but if you need your order faster, please email us at info@zvelle.com aand we can quickly work it out for you. The cost for expedited orders depends on where you live and the size of your order.

When will I receive my order? 
We process all orders in one business day and ship to you via FedEx, UPS or DHL. Generally, standard shipping takes 3-7 business days for orders in Canada or the United States depending on where you live.

Once you have successfully placed your order, we’ll send you an email confirming your order details. We’ll process your order and send you another confirmation email once it’s dispatched for delivery. That email will tell you how to track your package.

What if I need to change my order? 
Sorry, but once you place your order, we can't edit the shipping address or the items within the order. Please email us at info@zvelle.com and we'll do what we can to help.

How do I redeem a promo code?
Please enter your promo or personal code on the checkout page, in the "Discount Code" box.

Can I purchase a gift card?
Yes. We offer Zvelle gift cards in any denomination of $50. Send us a message to info@zvelle.com and we will deliver your personal digital gift card to the email address of your choice.

Returns & Exchanges

What is your returns & exchange policy? 
We have a 14-day return policy on full price merchandise. All sale items are final sale and cannot be exchanged or returned.

In order to process a return or exchange, shoes and handbags must be unworn and in the original packaging with any tags attached. To make sure your new shoes are returnable, please keep the sole protectors intact, and only try your shoes on a carpeted surface. We hope you understand that items that show signs of wear or damage cannot be returned. Please treat your Zvelle items with extreme care until you are absolutely sure you want to keep them. This way, we can offer them to someone else who will love them. 

For more about our return policy and international returns, visit our Shipping & Returns page.

When can I expect my refund?
Once we receive your return shipment, we will send you an email confirming the approval of your refund. We promise to process all refunds within 10 business days. If you have not been credited after this time period, we suggest checking with your bank or credit card company, as refunds can take time to post to your account.

How do I return a gift?
If you’ve received a gift from Zvelle (how lovely) we can offer store credit if you need to return it. Please send us a message at info@zvelle.com and include all the information you have about the order (name of person who gifted you, style and size). You can send us a photo if you’re not sure of the style. Once we have the information we will let you know how to proceed with the return.

Materials & Care

Zvelle shoes are handcrafted in family-owned factories in Italy or Brazil using fine, high quality European materials. We hope you will treat them with care so you can walk many thousands of steps in style.

Suede Leather
Zvelle suede leather shoes are buttery soft, with a rich, velvety finish. Darker and vibrantly colored suedes may stain lighter colored clothing and other materials if placed in close contact. Please be careful and remember to use your dust bag for storage and travel. To help your suede retain its beauty, you can pre-treat your shoes with a suede protector. Avoid exposing your suede shoes to water, and use a suede brush every now and then to smooth out any marks on the leather.

Italian Nappa leather is soft and buttery. Any vein marks or creases are normal and add to the character of the leather.

Floater (Tumbled) Leather
Our floater leather shoes feature a soft, rich material that has a pebbled texture. Treat this leather occasionally with a leather conditioner, to help keep it hydrated. As strong as this leather is, it requires general leather treatment.

Mestico / Calf Leather
Zvelle mestico or calf leather styles are smooth and refined. This type of leather has a polished finish, which can make superficial scratches visible. 

Light Colors
For all lighter colored leathers, we recommend avoiding exposure to dark fabrics and materials such as denim. The leather could show color transfer or stains.  

To help prevent scratching any of the above types of leathers, we recommend we recommend avoiding exposure to abrasive surfaces and storing them and always taking care to store the item properly in its dust bag when not in use.

Zvelle handbags are handcrafted in Italy with exquisite materials and natural leathers. Each leather is unique and any tonal variation should not be considered an imperfection, but a patina that adds to the character of an impeccably crafted bag. To preserve the enduring quality of your bag, avoid over-exposure to light, heat and humidity. Should it come in contact with water, gently dab it with a soft, neutral-colored cloth to absorb the moisture. To clean it, you may wipe it delicately using a soft cloth. Take extra care to protect light colored handbags. We recommend that you keep your Zvelle bag in a cool, dry place when you’re not using it.

Further Assistance
If you need further assistance with care, cleaning or repairs, we recommend taking your Zvelle items to a trusted leather specialist. If you have any further questions, please contact us at info@zvelle.comand we would be delighted to help you.

Zvelle In Conversation

Can I nominate myself or someone I know for a Zvelle In Conversation interview? Yes, we love meeting fascinating women around the world. Send your nominations to info@zvelle.com and we will get back to you if we think your nominee is a good fit.

How often do you host Zvelle In Conversation events and how can I get on the list?
We host one Zvelle In Conversation event once a quarter. If you sign up for our email list, we’ll keep you informed about how to RSVP for an upcoming event.





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