Q. I did not receive a confirmation email after the order is placed.
A. An automatic confirmation email will be sent to the email address listed in the order. Please check the spam folder of your email system to ensure the email was not directed there. If an incorrect email address was entered, please contact us through our website to change the email address.
Q. How long will it take for the order to ship after the order is placed?
A. It will take 1 to 2 business days for the order to be processed.
Q. I am trying to track my package, but it keeps telling me the tracking # that I have entered is invalid.
A. Please keep in mind that the tracking # that has been assigned to your package may not have been scanned by UPS yet. Please wait until 6:00PM Eastern Standard Time to track all packages after allowing for processing days.
Q. Do you ship to countries besides US?
A. Yes we ship internationally to 220 countries using MyUS.com.
Q. I placed an order a couple of days ago, and I went to check the status and it says my order has been placed on hold.
A. All international credit card orders will be placed on hold until certain documentation is received to release the order. You should have received an email from us requesting these documents. For domestic orders, if you request your order to be shipped anywhere besides the billing address or an address that is not on file with your credit card company, a customer service representative will contact you through email to request additional information for security purposes. All orders must include a billing address. Orders placed without a billing address will be automatically canceled. All 'on hold' orders are on hold for only 3 business days and then canceled. All orders are verified by our automatic address verification system. In order to avoid any delay, please enter your billing address exactly as it appears on your monthly statement.
Q. What happens to my credit card if my order is canceled?
A. At NYCSOLE.com, we do not charge credit cards until the order is shipped. When making on-line purchases, the funds for the amount of the purchase are put on hold by the customer's bank /credit card issuer for the merchant to use. If the order is canceled, the funds are released back to your account. Please keep in mind that this may take from 24 hours to 10 business days. Each bank differs and we have no control on how long it takes for the funds to be released back to your account.
Q. Can I place an order online and pick up the order at one of your stores? Can I make returns/exchanges at the stores?
A. Even though the stores and the web site operate under the same umbrella of NYCSOLE. They each operate independently. You cannot pick up any online orders at our stores. Purchases made in one of our stores cannot be returned to the website and purchases made on the web cannot be returned to the stores.
Q. How do I return or exchange my shoes? What is the return period?
A. NYCSOLE.com will accept returns of unworn, re-saleable, regular price merchandise for exchange or refund when received by us within thirty (30) days of your receiving date. All final sale items cannot be returned or refunded. Please email firstname.lastname@example.org
Q. It is past the thirty day return period, can I still return my shoes?
A. We cannot extend our return policy beyond the return period. All orders returned to us past the return period will be refused and shipped back to you.
Q. My package is lost by the shipping carrier. What should I do?
A. If you package is lost, please contact us through our website. Please indicate your name and order number in the inquiry form. We will contact UPS/FedEx/USPS to start an investigation to trace the package. Please note the investigation will take up to 8 business days. When the investigation is completed and the package is declared as lost, we will issue a full refund or exchange of the item.