FAQs

COMMONLY ASKED

Our shoes fit true to size. Choose your usual size, or the larger if in between sizes. Additionally, we encourage you to check the size guide available on our website.
If a particular model runs smaller or larger than usual, we will indicate this in the product description.

On our website, you can pay via PayPal or credit/debit card using ShopPay, which accepts VISA, Mastercard, Maestro, American Express, Bancontact, iDeal, Google Pay, and ShopPay. In special cases we can accept bank transfer.

We often restock our products. You can request an automatic email notification directly via the product page to be sent as soon as the product comes back in stock. For more information you can enquiry via chat or by writing at customerservice@poesieveneziane.com or via Whatsapp at +39 334 643 2200, we will be able to provide you with more specific information about the product you are looking for.

SHIPPING AND DELIVERY

Orders are fulfilled from Monday to Friday, excluding holidays.
Orders placed after 12:30 p.m. are usually fulfilled the next day.
Orders placed after 12:30 p.m. on Friday will be fulfilled the following Monday.

Common shipment duration from moment of fulfillment:
- ITALY 1-2 business days
- EU Countries 3-7 business days
- UK 4-8 business days
- US 4-8 business days
- Others: 5-14 business days

Once we ship your order you will receive an email confirmation with a tracking link to monitor your parcel's status and progress. Additionally, you will be receiving update emails from our courier partners GLS Group or FedEx, (depending on where you are located).

If you need any further assistance, do not hesitate to contact us at customerservice@poesieveneziane.com or via chat.

During processing hours, your order is handeld immediately after being placed. If you wish to cancel, make changes to your order or change the shipping address, please notify us immediately at customerservice@poesieveneziane.com.

However, once your order has been shipped, we are unable to make any modifications or cancellations. We recommend double-checking all details before finalizing your order to ensure accuracy.

Don't worry! We've got you. Contact us via email at customerservice@poesieveneziane.com with your order number and a photo of the defect. We will replace the shoe or offer a refund, ensuring you receive the assistance you need.

RETURNS

If you wish to return an item, you have up to 14 days from the receipt of your order to request a return. Please ensure that the items are returned in the same condition you received them - unworn and undamaged. To protect the soles when trying on the shoes, we kindly advise standing on a carpeted surface.

For detailed instructions on initiating a return, please visit our Return page. You'll find step-by-step guidance tailored to your location, ensuring a smooth and hassle-free process.

We do not currently offer direct product exchanges. If you need a different size, color, or style, please return, via your account, your original purchase and place a new order for the desired item. This method ensures that we will ship the new requested product immediately, without having to wait for the returning product to reach our facility.

To log in to your account, simply enter your email address in the designated email field. You will then receive a one-time code sent to your email. Enter this code in the provided field to complete the login process.

We try to handle return as soon as they reach our facility. However, on some special cases, please allow up to 5 business days for your refund to be processed and finalized.

ACCOUNT

To log in to your account, simply enter your email address in the designated email field. You will then receive a one-time code sent to your email. Enter this code in the provided field to complete the login process.

This secure login method ensures the safety of your personal information and provides easy access to your account without the need for a password.

Once logged in, simply enter your profile to see your order history. From your account, you can also edit your details or request a return.