FAQ

We agree that your shopping experience should be seamless and easy. Take a look at our frequently asked questions. And if the answer you’re looking for isn’t here, please email us (day or night) at info@zvelle.com.

Zvelle

How do you ensure good quality?
We adhere to the philosophy that you are only as good as your team. We travelled the world meeting manufacturers before handpicking a small factory because they are as passionate and detail-oriented as we are. They are truly experts in their field and take pride in constructing footwear that is unique, beautiful and, most importantly, of impeccable quality.

Each pair of shoes is inspected before it leaves the factory and again before it is delivered to you. If each pair is not absolutely perfect, it will never be shipped.

What does ‘handcrafted’ mean?
Handcrafted means that a seasoned and passionate artisan has contributed to the making of a Zvelle shoe. It takes over 100 people in our factory to make one pair of Zvelle shoes. Our artisans are as passionate about shoe making as we are.

Where are Zvelle shoes made?
Zvelle shoes are made in a small family-owned factory in the south of Brazil. The owners of the factory and their team have been making designer shoes for luxury brands for over 18 years. Some of the most globally recognized luxury brands make their shoes in the same factory as Zvelle.

When is your next collection coming out?
We keep the new styles coming -- after all, things in motion stay in motion. New styles every season? Not us. We’ve got our own plan, which means we continuously launch new silhouettes and styles.

Here’s where you come in: let us know what you want to see next in the Zvelle collection by emailing us at info@zvelle.com.

What size am I?  
Zvelle shoes come in European sizing and fit true to size. If you are a European size 38 in another shoe then chances are you will be a European size 38 in Zvelle shoes. We offer free shipping and returns to Canada and the U.S., so there’s no risk in trying your regular size. (If it doesn't fit, simply ship it back and adjust your size accordingly.) 

Please note: We accept one complimentary exchange shipment per order. Subsequent exchanges are subject to our standard shipping fee of CAD $25.

Will you be expanding your range of shoe sizes?
Yes, as we continue to grow, expanding our size range is always top of mind. Our current size range is between 36 and 41.5. If you'd like us to offer sizes outside of this range, we'd love to hear from you; email us at info@zvelle.com.

Ethical Policy
We know you care about where your shoes come from -- so do we. We’re proud that we have a relationship with each of our suppliers. Our founder and creative director Elle AyoubZadeh has personally met every one of them. We carefully vet each supplier that we work with and only work with those who have a track record of treating their workers ethically and fairly.

Orders & Shipping

Can I get my order expedited? 
Yes! We offer free standard shipping to Canada and the United States. Our expedited shipping is handled through FedEx and UPS. The cost for expedited orders depends on where you live and the size of your order. Please email us at info@zvelle.com and we can quickly work it out for you.

When will I get my new shoes? 
Once you have successfully submitted your order, you will receive an email confirming your order details. Your order will then be processed by our customer service team and you'll receive another confirmation email once it’s dispatched for delivery. Your dispatch confirmation email will contain details of how to track your parcel.

We process all orders in one business day and ship to you via Canada Post, FedEx and UPS. Generally, standard shipping takes 3 to 7 business days for orders in Canada and 7 to 14 business days for orders in the United States. International orders take 14 to 21 business days.

What if I need to change my order? 
No problem! Please email us at info@zvelle.com and we'll do what we can to help.

Do you ship internationally?
Yes we do! The cost for international orders is CAD $25 per order. We always ship via FedEx or UPS so you will get a tracking number. Please email us at info@zvelle.com if you have any questions and we will do what we can to help. Or visit our Shipping & Returns page for more information.

Do I have to pay import duties & taxes outside of canada?

International Orders: All Zvelle orders are currently shipped out of Canada so you will be responsible for any import duties or taxes incurred when your parcel reaches you. These charges vary and must be paid by the recipient of the parcel. If you have any further questions related to customs charges, please contact your local customs office.

Canadian Orders: Free Shipping and Returns.

US Orders: Free Shipping and Returns. We deliver on a DDU (Delivery Duty Unpaid) basis to the United States. All orders under USD $800 should not incur any duties in the U.S. On March 10, 2016 the trade facilitation and trade enforcement U.S. increased the minimis threshold on inbound shipments to USD $800 per shipment. For more about our Shipping policy, visit our Shipping & Returns page.

How do I redeem a promo code?
You will be able to enter your promo code at the checkout page, in the "Discount Code" box.

Can online purchases be returned or exchanged in your Yorkdale Pop-Up store?
Yes. A wide array of sizes and styles are there, and we will happily offer you an exchange or refund. See the Yorkdale Pop-Up’s location and hours here.

Do you offer gift cards?
Yes. We offer Zvelle gift cards in any denomination from $10 to $5,000. Shoes make the perfect gift, especially when they’re wrapped in a beautiful package. It makes for very happy giftees. Send us a message to info@zvelle.com and we will help you out.

Returns & Exchanges

What is your returns & exchange policy? 
We are not happy until you are a 100% happy. Shipping and returns are free for purchases in Canada and the United States. We have a 14-day return policy on full price merchandise. The only caveat: The shoes must be unworn, must be in the same impeccable condition (i.e. no scuff marks on the soles) and returned in the original packaging. For more about our Return policy, visit our Shipping & Returns page.

When can I expect my refund?
Please allow 1 to 2 weeks for your refund. We will send you an email to let you know that we have received your return(s) and are processing your refund.

How do I return a gift?
We offer store credit for gift returns. Please send us a message at info@zvelle.com and include any information you have (name of person who gifted you, order number, etc.). Feel free to send us a photo of the shoes you are returning and we will take care of you.