Common questions

 

How long will it take for you to answer my question?

We respond to messages and emails in the order they are received. Most inquiries are answered within 24 hours during our business hours.

 

 

Can I change the shipping address after I have placed the order?

If you need to update your shipping address, please email us immediately at mail@shoesli.com with your name and order number. We will do our best to help you, but we cannot guarantee changes once the order has been packed or shipped.

 

 

How long does it take to process an order?

Our processing time is between 1 and 3 business days. Orders are processed Monday through Friday, excluding major holidays.

 

 

How long does shipping take?

Shipping times vary but are typically 7–14 business days after order processing. A tracking number will be emailed to you once your order has shipped.

 

 

Will my order arrive in one package?

Depending on the size and contents of your order, your order may be shipped in multiple packages. If this happens, you will receive a tracking number for each package.

 

 

What happens if an item from the order is out of stock or on pre-order?

If any of the items in your order are out of stock, we will notify you by email with an estimated date for the stock to arrive. If the time to arrive is longer than two weeks, we will issue a refund for the missing item(s).

 

 

I received a damaged item. What should I do?

We apologize for any inconvenience caused by receiving a damaged item. Please email us at mail@shoesli.com with your name, order number and photos of the damaged item so we can assist you.

 

 

What happens if an item is missing or damaged in my order?

If you have received a missing or damaged item, please contact us immediately. mail@shoesli.com with details of the problem and photos of it. We will do everything we can to resolve the problem quickly.

 

 

Can I cancel my order?

If you wish to cancel your order, please contact us immediately. mail@shoesli.comCancellation requests can only be made before the order has been processed or shipped.

 

 

Returns and Refund Policy:

We accept returns for unused and unopened items within 30 days of delivery. To initiate a return, please email us at mail@shoesli.com with the order number and reason for return. After the returned items are inspected and approved, a refund will be issued within 10 days.