FAQ

No question is too small. Your shopping experience is important to us and we want it to be easy and seamless, so if you have any questions or concerns (day or night), please email us anytime at info@zvelle.com.

Here are some of the questions we receive most; perhaps you’ll find the answer you’re looking for right here:

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 are always working on creating beautiful new shoes! Since our shoes are designed for all occasions in a woman’s life and have timeless appeal, we don’t launch new products seasonally. The best is yet to come… we’re just getting started! We are releasing new products frequently and of course, we would love to hear what you’d like to see next. Let us know 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.)

If you need more help when it comes to fit and knowing your shoe size, our dedicated team is ready and happy to answer all your questions. Email us at info@zvelle.com or call us at +1-866-845-7681 (Mon - Fri, 9am - 7pm ET, Sat & Sun, 9am - 6pm ET).

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.

Can I try on shoes in person? Where?
Yes, you can try on all our shoes in person, at our downtown Toronto studio. Our studio operates on an appointment basis only. We'll have all our styles on-hand and there will be a stylist to help assist you. You can buy the shoes on the spot and take them home with you. 

Location of Toronto Studio:
Floor 2, 71 King Street East 
Toronto, Ontario, M5C 1G3
(major intersection King/Yonge, next to the King Edward Hotel)

Hours:
Monday - Friday: 9am - 6pm
Saturday: 10 am - 6pm

What is a private fitting?
A private fitting is a like a personal shopping appointment. You get to see all the styles on your own and a stylist is present and available to help answer any questions, and give you any tips. There is no minimum to spend and you don't need to dress up for it. 

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 $60 CDN 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.

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 $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 $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 I return a pair of shoes I purchased online in your studio or exchange for another size?
Yes. All our styles and sizes are there, and we will happily offer you an exchange.

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.

I did not receive a pre-paid return label in my parcel. Can I get one?
We are sorry to hear that and we will send one your way, ASAP. Kindly let us know at info@zvelle.com

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.