Feet are like snowflakes so fit tends to vary based on the style. That said, we fit-test all of our shoes and have recommendations for each style on each individual product page. Want to know exactly how your foot measures up? Click here to find your Foot DNA and make your shoe-cisions with ease.
We only do whole sizes, so we typically recommend that half sizes size up. That said, if your foot runs narrow or your arch is on the lower side, you may want to size down. Click here to reach out to our Shurus™ for a second opinion.
We order limited quantities to avoid over-production and reduce waste, so our shoes go fast! We definitely can't promise that we'll make more of a certain shoe, but we never say never. Add your name to the waitlist on the product page or shoot us an e-mail and we’ll let you know if they're going to come back in stock.
Most of our shoes are online only, but we do have seasonal selections at a few shops around the US. Click here to find out if there's a store in your area that carries our shoes.
It's pretty standard—once you place your order, we begin to process it. After we process it, we ship out the shoes and send them on their way to you. You will receive an order confirmation to the email address provided at check out and another one when your order ships.
We ship from our HQ in Ventura and processing may take up to 72 hours. We often get orders out the same day depending on order volume. Any orders placed on weekends or holidays will generally begin processing the next business day.
If you need an order right away, your best bet will be to select expedited shipping at checkout and shoot us an email with your order number letting us know when exactly you need it by, so we can do our best to get your shoes out right away.
We offer Route shipping protection on every domestic order at checkout due to increasing instances of theft and damage in transit. Route is an optional add-on for immediate assistance if your package gets lost, stolen, or damaged on its way to you. When Route is added to your order, it provides full protection for a refund or replacement in case something happens to your order in transit. Unfortunately, we cannot assist with claims for any orders where Route protection is removed at checkout.
We offer free ground shipping for domestic orders over $300. If you don't want to wait (we get it), we also offer expedited shipping at checkout.
All orders will ship from our Ventura warehouse.
If you are in need of overnight shipping, please reach out to us prior to placing your order so that we can accommodate your request. Overnight shipping is time sensitive and is dependent upon when you're placing your order. We will do our best to offer this option if possible. Otherwise, you can opt for Expedited shipping at checkout.
To get a shipping estimate, add the item to your shopping bag and enter your address. Make sure to select the country you are shipping to at the bottom right side of the screen on our website.
Please note, customs charges and/or import duties are not necessarily 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.
All international shipments will go through DHL Worldwide.
If you are shipping to Canada: duties are included but taxes are not.
If you are shipping to one of the below countries: taxes & duties are included in international shipping costs.
- Czech Republic
- Hong Kong
- Korea (South)
- New Zealand
- Puerto Rico
- Saudi Arabia
- Slovak Republic
- United Arab Emirates
- United Kingdom
If you are an international customer and your order is not shipping to one of the countries listed above, taxes & duties are not included in international shipping costs and will be billed through the shipping carrier.
For all international customers, please be aware of your country’s customs policies, as customs duties may be added and collected before you are able to receive your shipment. We do not have any control over these fees and we cannot advise as to what the costs will be, as they vary from country to country. We’re not able to reimburse you for duties and taxes paid upon delivery. For more information, please contact your local customs office or DHL.
Here at Charlotte Stone Shoes Headquarters, we’re trying to figure out how we can cut down on our carbon footprint. From our sustainable footwear materials to our recycled office paper, we’re always trying to do better. Since our online business has grown in a big way this year, so has our pile of cardboard recycling. It’s an inevitable: you sell more shoes, you ship more shoes, you have more cardboard shipping to recycle. Plus some of you have figured out that you’re between sizes, so you buy two pairs and send one back. We’re cool with that! But it means returned cartons that are nowhere near the end of their life, and we feel like they want to see more of the world. So we came up with a plan: add an opt-in at checkout to have us ship your shoes in a recycled carton. You’ll still get the same beautiful shoebox and dust bag packaging (all made from natural and/or recycled materials), but your shipping carton will have been around the block once or twice. And who cares, right? It’s what’s inside that counts. So if you’re not into judging a book by its cover, opt-in to save a lightly used box from the recycle bin.
We offer Route shipping protection on every order, so your order is protected as long as you did not opt-out at checkout. You can easily file a claim following the link sent with your order! Since coverage is optional, unfortunately, if you opted out, we would not be able to provide a replacement or refund for the order.
Route is a shipping protection service we've partnered with to offer a way for you to keep an eye on your shoes and to make it even easier to file a claim and get immediate help for any lost or damaged items. Orders protected by Route are eligible for replacement or refund. If you opt out of this protection at checkout, we will sadly not be able to take responsibility for lost, stolen, or damaged goods.
Any item not marked as final sale, including items purchased on sale or with a discount code, can be returned for a refund within 14 days of your delivery date. All items marked as final sale are not eligible for return or exchange. The return must be submitted online within the 14 day window and shipped back to us no later than the date shown in the returns portal.
Our online returns portal will indicate the latest possible date by which your return must be scanned in by the carrier. Please note, the date shown in the returns portal ("returnable until date") is the date the return label will expire, and not the window of time available to submit the return. Returns for refund must be submitted online within 14 days of your delivery date. We provide prepaid return labels for all returns and exchanges, but we do not refund the original shipping charge on any order.
Returns for store credit, or exchanges, are available up to 21 days after your order delivery date. store credit returns or exchanges must be submitted within 21 days. Please note, the date shown in the returns portal ("returnable until date") is the date the return label will expire, and not the window of time available to submit the return. Returns for store credit or exchanges must be submitted online within 21 days of your delivery date.
If your return label has expired / the return has not been mailed back to us in time, the return is no longer eligible for a refund, store credit, or exchange.
In the interest of quality, we can only accept returns on items that are clean, unworn and arrive to us in sellable condition. All returns must include the shoebox in its original condition along with the dustbag and original packing materials.
If an item comes back with signs of wear, with damage due to improper packaging on the return journey, or in an unsellable condition, we will ship the product back to you at your expense. If packaging is damaged or missing or if any cleaning is required, we will deduct a $20 cleaning or materials fee (per item) from your refund. We reserve the right to refuse a return that has signs of wear.
IG/Meta orders can be returned through our website returns portal like regular orders. However, once an IG order is exchanged, we no longer have access to refund the order to your original payment method. Any IG order that is exchanged and then returned will be refunded as store credit only. Meta is a different payment platform and unfortunately we cannot make any exceptions for IG exchange returns. IG orders that are simply returned without an exchange can be refunded to the original payment method.
We provide the return labels but we do not cover the cost of shipping on returns for orders placed outside of the U.S. The same return timeframes and item conditions apply for international returns. The cost of shipping, taxes, and duties will be deducted from the final refund amount. We do not offer exchanges on orders shipping outside of the U.S.
We offer free exchanges on all orders shipped within the United States. To start an exchange, click here. Exchanges must be submitted online within 21 days of delivery.
Please make sure to ship back the pair you are returning in brand new, unworn condition with all original packing materials, including the dustbag and shoebox.
With a traditional exchange, your new pair will ship out after we receive and approve your return. The shoes are not guaranteed to be in stock by the time we receive your return. If you opt for an Instant Exchange credit, your new order will ship right away while your return makes its way back to us. Please note for Instant Exchanges, your card will be charged the price of the exchanged shoes within 21 days if your return is not sent back to us. You'll receive an exchange confirmation email with new tracking information once your exchange has been submitted online.
We do not offer exchanges on already-exchanged orders. If the item you exchanged for doesn't work out, it can be returned for a refund or a store credit, as long as it's returned within the timeframe outlined in our returns policy.
Meta (Instagram/Facebook) orders can be returned through our website returns portal like regular orders. However, once an IG order is exchanged, we no longer have access to refund the order to your original payment method. Any Meta order that is exchanged and then returned will be refunded as store credit only. Meta is a different payment platform than our website and unfortunately we cannot make any exceptions for Meta exchange returns. Meta orders that are simply returned without an exchange can be refunded to the original payment method.
We need a little bit of time to inspect and repack all returns to make sure they meet our quality standards. That being said, returns will be processed within 10-12 business days of receipt. If, for whatever reason, you still haven't been refunded within that timeframe, shoot us an email and we'll look into it for you.
We got you!
If you live in the United States, click here to start your return and download a label.
If you do not live in the United States, click here to start your return and download a label.
Sometimes we get so excited about a style that we want to share them with you before the factory is finished shipping 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. There are still a limited number of units available and sizes can still sell out. It's just like a regular order and you can still return them if they don't work out.
A Made-To-Order is a special instance where a shoe is way more popular than we anticipated (we're modest girlies over here). Since we love to give the people what they want, we'll occasionally open up Made-To-Orders, a limited window of time where you can place an order that the factory makes *just* for you. Like pre-orders, these orders will take extra time to ship and can be returned if they don't work out. Unlike a pre-order, the stock available is unlimited within the window of time the Made-To-Order is available, so there is no risk of your size selling out.
Hey if there is anyone who understands late night wine shopping, it's us. Shoot us an e-mail as soon after placing your order as possible and we will do our best to update your order.
Your store credit will have been emailed to you as an e-gift-card. That gift card will have a code that you simply enter at checkout. If you can't find it for whatever reason, shoot us an e-mail and we'll help track it down.
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.
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.
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!
We will happily work with stylists for studio/shoot pulls. No need to make a purchase! Just reach out to email@example.com and they can handle the rest. Please use the subject: Loan [Project Name] so we can process your request with urgency.