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™. CAN I TRY ON A PAIR BEFORE I TAKE THE PLUNGE?

Most of our shoes are online only, but we do have seasonal selections at our shop-in-shop at Findings Market in Downtown Ventura! 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, customs charges and/or import duties are not included in the estimate or in the price you pay at checkout. Customs fees and duties will be billed by the carrier after your order is shipped and may vary from country to country. For more information, check out our Shipping guide.


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 2nd Day Air shipping at checkout. Orders placed after 12 pm PST will ship the next business day. We process orders in the order we receive them, so if you need your shoes urgently, get in touch with us and we'll do our best to make sure it goes out right away.


DO YOU EVER HAVE SALES? 

We don't always have sales, but when we do, it's best to be on our mailing list. Our newsletter subscribers get first dibs on new products, early access to sales and more.


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 2nd Day Air shipping at checkout. Orders placed after 12 pm PST will ship the next business day. We process orders in the order we receive them, so if you need your shoes urgently, get in touch with us and we'll do our best to make sure it goes out right away.


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 will have been emailed to you as 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 offer free returns on all domestic orders (except those marked "final sale”) for a refund so long as they're shipped back to us within 14 days from the 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 placed. Please note, we are a small team 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.


CAN I RETURN A PAIR OF SHOES I PURCHASED ON SALE? 

Sale items (including items purchased with a discount code) are ineligible for a refund, but can be returned for store credit, as long as the item was not marked "final sale" or purchased at 30% or more off the retail price.


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? 

We’ve got you covered on all orders shipped within the United States! You can start the exchange process here. Make sure to ship back the pair you are returning within 21 days in clean, unworn condition. As soon as we receive and process the returning pair, we will send the new ones out to you. When that happens, you will receive an email confirmation with the tracking details. We do not offer exchanges on orders shipping outside of the U.S.


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.


OK THAT'S GREAT BUT I STILL HAVE QUESTIONS??!

You know we love a thorough shopper! Click here to get in touch with one of our Shurus™ (shoe + guru, get it?!) and we'd be more than happy to help out!