FAQ & Care

We're here to help. If the answer you’re looking for isn’t here, please email us (day or night) at info@zvelle.com.

Size Guide 

What size am I?  
Zvelle shoes come in European sizing and fit true to size. We recommend reading our fit tip in the product details of the style. If there is no fit tip, it means we suggest ordering your regular size. If you need help determining your size please call us or email us: +1-866-557-7105 (Mon - Fri, 9am - 7pm ET, Sat & Sun, 9am - 6pm ET) or  info@zvelle.com.

We offer free shipping and one complimentary exchange, 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 per order. Subsequent exchanges are subject to our standard shipping fee of US $25.

Orders & Shipping

Can I get my order expedited? 
Yes. We offer free standard shipping in the US. 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 FedEx and UPS. Generally, standard shipping takes 3 to 7 business days for orders in the US.

What if I need to change my order? 
Once an order has been placed, we can't edit the 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?
You will be able to enter your promo code at the checkout page, in the "Discount Code" box.

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 exchange are free for purchases in the US. 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 and international orders, 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.

Care
Zvelle shoes are made with fine, high quality european made materials. 

Suede Leather
Zvelle suede leather shoes are buttery soft, with a velvety finish. As for shoe care and treatment: for starters, pre-treat the leather with a suede protector. Avoid exposing your suede leather shoes with water, and use a suede brush every now and then to smooth out any marks on the leather.  

Floater (Tumbled) Leather
Our floater leather shoes feature a soft, rich material that has a pebbled-like texture. As for shoe care and treatment: 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. To help prevent scratching, we recommend keeping the leather hydrated with the help of a leather conditioner. It also helps to store them properly in a dust bag, when not in use.

 

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