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FAQ

I WEAR A HALF SIZE, WHICH SIZE SHOULD I CHOOSE? We only do whole sizes, so we recommend that half sizes size up.

HOW DO CHARLOTTE STONE SHOES TYPICALLY FIT? Each style is different, so we recommend checking the sizing notes for the particular style you are interested in. If you’re still unsure, feel free to give us a call or shoot us an e-mail and we’ll do our best to help you out.

THE SHOES I WANT ARE SOLD OUT! WILL YOU BE GETTING MORE? We cannot guarantee that we will make more of any shoe, but if a style is sold out, there is a chance that we will be ordering more! Put your name on our waitlist or send us an e-mail at hello@charlotte-stone.com and we’ll make sure to let you know once we have more available.

DO YOU SHIP INTERNATIONALLY? Yes we do! Please note, at this time, duties will not show up upon checkout but will be billed to the recipient upon shipment. For more information on duty estimates, please contact UPS.

I JUST PLACED MY ORDER, WHAT NOW? Put your feet up! Your shoes are getting packed and will be on your feet in no time. You will receive an order confirmation to the email address provided at check out and another one when your order ships.

WHEN WILL MY ORDER SHIP? All orders ship within 72 hours of being placed. Orders placed after 12:00 PM PST Fridays or on weekends or holidays will typically ship out the next business day. If you require expedited shipping, we recommend reaching out to us right away once you place your order.

HOW CAN I TRACK MY ORDER? You will receive an email once your order ships with tracking info. If you do not receive an email within 3 business days, please contact hello@charlotte-stone.com.

WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER? Please e-mail us at hello@charlotte-stone.com or call us at (805) 667 8251 as soon after placing your order as possible and we will do our best to update your order.

WHERE CAN I TRY ON YOUR SHOES? Check out our stockists page to see what styles are carried in a store near you!

WHAT IF I NEED TO RETURN MY SHOES? We offer free returns on all items purchased at full price shipped within the United States. All items purchased on sale are final sale and cannot be returned. For international orders, we are happy to accept returns, but cannot offer pre-paid return shipping labels at this time. All returns must be post-marked within 14 days of receipt. If you need to return an item, send an email to hello@charlotte-stone.com with your name and order number and we’ll send you a pre-paid label.

Please note: we are a small, three-person team. We do our best to process returns/issue return labels as quickly as possible and appreciate your patience. Return requests will usually be responded to within 3 business days.

To see our full return policy, click here.

WHAT IF MY RETURN IS LATE? Returns post-marked within an additional 5 days after the 14-day return window are not eligible for a refund but can be processed for store credit. Any returns postmarked after 21 days of receipt will not be accepted for return and be reshipped to the customer upon receipt.

I JUST RETURNED MY SHOES, HOW QUICKLY CAN I EXPECT A REFUND? In the interest of preserving and protecting the quality of our shoes, we need time to inspect and repack all returns. As a result, returns are processed within 5-7 business days of receipt.

I BOUGHT SHOES RECENTLY THAT JUST WENT ON SALE. CAN YOU PROVIDE A PRICE ADJUSTMENT? Price adjustments for newly-discounted items will be honored up to 7 days from the original purchase date, provided the item was purchased at full price. The item must be in stock and proof of purchase is required. Price adjustments will be issued as a store credit to use towards a future purchase. At this time, we cannot offer price matching for discounts provided through other sites.

CAN I EXCHANGE THE SHOES I ORDERED FOR ANOTHER STYLE OR SIZE? At this time, we are unable to process exchanges. If you would like to exchange a product, please return the original item(s) for a full refund and place a new order.