Welcome to New Shoe Shop’s FAQ section! We’ve compiled answers to the most common questions about our comfort-focused footwear, shipping policies, and more. Can’t find what you’re looking for? Email us at [email protected].
About Our Products
What types of shoes do you specialize in?
We focus on comfort-first footwear including sandals, clogs, low shoes, and specialty styles like one-strap and two-strap designs. Our collections cater to men, women, and children with premium materials and ergonomic support.
Do you carry wide-width or specialty sizes?
Many of our styles (especially in the “Must Haves” and “Favorite Materials” collections) feature adjustable straps or naturally accommodating designs. For specific sizing needs, check individual product descriptions or contact our support team.
How do I know which size to order?
Each product page includes detailed sizing charts. For sandals and adjustable styles, we recommend your normal shoe size. Our premium leathers and materials typically mold comfortably to your feet with wear.
Ordering & Payments
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure checkout. All transactions are encrypted for your protection.
Is my payment information secure?
Absolutely! We use industry-standard SSL encryption and never store your full payment details on our servers. PayPal transactions are processed through their secure system.
Can I modify or cancel my order after placing it?
We process orders quickly to get your shoes to you fast! Contact us within 2 hours of ordering at [email protected] with “URGENT: Order Change” in the subject line and we’ll do our best to accommodate your request.
Shipping & Delivery
Where do you ship?
We ship worldwide except to some Asian countries and remote areas. During checkout, simply enter your address to confirm availability.
What are my shipping options?
- Standard Shipping ($12.95): Via DHL/FedEx, arrives in 10-15 business days after processing (1-2 days)
- Free Shipping (Orders $50+): Via EMS, arrives in 15-25 business days after processing
How can I track my order?
You’ll receive a tracking number via email once your order ships. Use this with the carrier’s website (DHL, FedEx, or EMS) for real-time updates. Can’t find your tracking? Check spam or contact us.
Returns & Exchanges
What’s your return policy?
We offer 15-day returns from the date of receipt for unworn shoes in original packaging. Return shipping is at customer’s expense unless the item is defective. Please email us first to initiate a return.
Can I exchange for a different size or style?
Yes! Contact us within 15 days of receipt. We’ll guide you through returning the original item and placing a new order. For fastest service, we recommend reordering immediately rather than waiting for the return to process.
What if my shoes arrive damaged?
We inspect every order before shipping, but if damage occurs in transit, email photos to [email protected] within 3 days of delivery. We’ll arrange a replacement or refund at no cost to you.
Customer Service
How do I contact customer service?
Email us anytime at [email protected]. We typically respond within 24 business hours. For urgent matters, include “URGENT” in your subject line.
Do you offer gift wrapping or notes?
While we don’t offer traditional gift wrapping, our shoes come in premium packaging that makes them gift-ready. Contact us after ordering if you’d like us to include a personal note with your shipment.
Can I get notified when new styles arrive?
Yes! Check our “What’s New” and “New for Women” sections regularly, or sign up for our newsletter during checkout to receive updates on new comfort-focused arrivals.
At New Shoe Shop, we’re committed to making your footwear experience as comfortable as our shoes. Happy walking!