FAQ

HOW DO CHARLOTTE STONE SHOES TYPICALLY FIT? 

Feet are like snowflakes so fit tends to vary based on the style. However, we do fit test everything and have recommendations for each style that you can find on each product page. You can also refer to our Fit Guide for more general information.


I'VE GOT COLD FEET. DO YOU HAVE A SHOP WHERE I CAN TRY ON A PAIR BEFORE I TAKE THE PLUNGE?

We do! We have a shop at ROW DTLA in Los Angeles and we'd love to meet you IRL! Click here for address and hours.


DO YOU SHIP INTERNATIONALLY?

Yes we do! To get a shipping estimate, add the item to your shopping bag and enter your address. 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.


I NEED TO GET THESE SHOES BEFORE A CERTAIN DAY—IS THERE A WAY TO MAKE SURE THEY'LL GET TO ME IN TIME?

The best way would be to select expedited shipping at checkout. Orders placed after 12 pm PST will ship the next business day.


I WEAR A HALF-SIZE, WHAT SHOULD I DO?

We only do whole sizes, so we typically recommend that half sizes size up.


I HAVE A STORE CREDIT, HOW DO I USE THAT?

Your store credit should have been emailed to you in the form of a discount code, so just enter that at checkout. If you can't find it for whatever reason, call or email us and we'll track it down for you.


IF THE SHOES DON'T WORK OUT, CAN I RETURN THEM?

Absolutely! We gladly accept returns on all orders (except those marked "final sale”) for a full refund within 14 days from time of delivery. We simply ask that you try the shoes on over a clean, carpeted surface until you're certain you want to keep them, and that you return them with all their original packaging and with no damages to the shoe box. Items with worn soles or missing or damaged packaging will be rejected and returned to sender. Take a look at our Returns Guide for our full policy.


WHEN WILL MY ORDER SHIP? 

Your order will ship from our warehouse within 72 hours of being place. Please note, we are a tiny team of three and do all of our shipping in house, so we do not ship on weekends or holidays. We cannot guarantee all items are in stock. If we are unable to process your order, we will notify you within 2 business days of a cancellation and provide a refund.


WHAT IF I NEED TO CHANGE OR CANCEL MY ORDER?

Hey if there is anyone who understands late night wine shopping, it's us. Give us a call or e-mail us as soon after placing your order as possible and we will do our best to update your order.


THE SHOES I WANT ARE SOLD OUT! WILL YOU BE GETTING ANY MORE?

We can't promise that we'll make more of a certain shoe, but there is a chance! Add your name to the waitlist on the product page or shoot us an e-mail and we’ll make sure to let you know if they ever come back in stock.


WHAT'S A PRE-ORDER?

Sometimes we get so excited about a style that we want to share them with you before the factory is finished making them. When you pre-order a shoe, it basically means you are buying the shoe now but it will ship out a little bit later. It's just like a regular order and you can still return them if they don't work out.


WHAT ABOUT EXCHANGES? 

Right now, we are unable to process exchanges, so if you'd like to exchange something, please return the original item(s) for a full refund and place a new order.


HOW DO I TRACK MY ORDER?

You should be receiving a shipping confirmation email shortly after your order confirmation email with a link to your tracking number. Please allow approximately 24 hours after receiving for updates to show up.


I RECENTLY BOUGHT SHOES THAT JUST WENT ON SALE. IS THERE ANY WAY TO GET A PRICE ADJUSTMENT? 

We'll totally honor price adjustments for items that went on sale within 7 days of your original purchase, so long as the item was purchased at full price on our site. 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 order.