You have questions, we have answers.
Please see below for answers to our most frequently asked questions.
If you don’t see your question answered, feel free to Contact Us.
Is it safe to shop on ShoeLand.com?
Yes. We safeguard the confidentiality of your personal information using Secure Sockets Layer (“SSL”) for all financial transactions through this Site.
Can I trust you with my privacy?
How do I know if a shoe I like is going to fit me?
Check out our Sizing Guide for help finding your right size. Because we offer such a wide variety of styles, cuts, and shoe types, there will be minor size variants from style to style. If we feel there is a sufficient size variance that deviates from our size guide, we will include our size up or down suggestions in the product information text. Please email us if you have additional questions regarding a particular style.
Your prices are so low, are your shoes of a good quality?
Don’t confuse low prices with cheaply made. We’ve sold millions of shoes over the past 15 years and have thousands of happy customers, many of who still wear the shoes the bought from us years ago.
What kind of a warranty do your shoes come with?
Our shoes have a 30 Day Warranty. In the rare event you discover a manufacturing defect we will happily refund your money within thirty days or purchase.
Can I return a shoe after I buy it?
Yes, you have 14 days after purchase to return your shoes for a refund, minus shipping. Shoes must be unworn and in their original box. You will need to pay for shipping to return your shoe to us.
What payment forms do you accept?
At this time we only accept credit cards.
Will I be charged sales tax?
If you are a resident of Florida you will be charged 6% and if you are a resident of Georgia you will be charged 4% state tax plus any applicable county tax.
When will I be charged?
Like most online retailers, once you place an order we will place an authorization on your card for the amount of the purchase. This simply verifies the availability of funds on your card. We will bill your card once the order is placed.
Can I place a phone order?
Absolutely! Call us at (407) 812-1700 if you need help completing an order.
Can I cancel an order?
If your order has not yet been picked for shipping we can cancel your order. Typically you will need to contact us within 24 hours of placing your order to cancel it. We cannot guarantee we can cancel an order. Sometimes orders ship right away.
What if I got an email saying my credit card was declined?
If your credit card information was entered correctly, please check the following: 1) Is your card recently expired? 2) Is there sufficient available credit for the purchase? Do you have a special online verification step set up on your card? If you believe everything is correct, please be patient. Our online credit card processor will attempt to authorize your card 3 times over a period of the day, putting several hours in between each attempt. If you have not received an order confirmation email in that time, please contact your credit card company and request the reason for the decline. As a final step, please email us your order number and we will submit an inquiry to our payment processor.
What if I only want to cancel one of the items in my order?
Contact us and if your order hasn’t been picked we’ll remove that item from your order.
Why is my money not back in my account after my order was canceled?
When you place an online order, an authorization (also known as a “hold”) is placed on your credit/debit card. This “sets aside” the funds for the purchase amount. Once your order is confirmed as shipped, the actual charge takes place. If you cancel your order, the authorization will take some time to fall off. This is entirely dependent on your debit/credit card company and is not something we can control. Though most authorizations are removed after 1-2 business days, it can take 7-10 business days. Please be assured that if your order is confirmed canceled, you will not be charged.
Why is my refund not showing up on my credit/debit card?
When you do a return, or if one of your shoes is out of stock, a credit or refund is issued. This process only takes 1-2 business days on our end, but is subject to processing time on the end of your credit/debit card company. Sometimes it can take up to 7-10 business days to appear on your statement. If your refund has not appeared after this time, please contact us.
What if one of the items I ordered is out of stock?
It’s very rare that we are unable to ship a product you ordered because it is out of stock. In that case, you will not be charged. If there were multiple items on the order, we will remove that item from your order and ship the others.
Can I combine multiple orders after I’ve placed them?
Sorry, you cannot combine orders after they’ve been placed.
How do I know if my order has already shipped?
When you place an order you will receive an Order Confirmation email. When your order has shipped out, you will receive a Shipment Confirmation email with tracking details.
How quickly can I expect to receive my shoes?
Most orders ship out 1-4 business days after you place the order and take 3-7 business days to be delivered. So typically you can expect your shoes 4-10 business days after placing your order.
I don’t live in the US, how do I place an order?
Call or email us and we’ll provide a custom shipping quote and take care of your order.
I didn’t receive my package, but the tracking shows it was delivered. What do I do?
We are not responsible for lost or stolen deliveries. Please make sure your address is full and complete, and that you have a safe place for your package to arrive. If you are unsure of the security of your package being left at your front door, you must contact UPS to provide additional instructions or delivery request. We will not resend packages that are lost, stolen, or sent to the incorrect address. If this occurs, please file a claim with UPS.
Do you offer wide width shoes?
Sorry, we do not offer wide width options on our shoes at this time.
Where can I find one of your retail stores?
Go to our Find a Store page to locate one of our retail stores in Florida or Georgia.
Can I find your shoes in any other stores?
No, our shoe styles are available exclusively on ShoeLand.com and in our Shoe Land retail stores.
Do your stores carry the same shoes I see on your website?
Our Shoe Land retail stores carry many of the same styles you see on ShoeLand.com. However, due to fluctuating inventory you will sometimes find styles online that you will not find in our stores.
Can I make a return in a retail store?
Yes, you make a purchase on ShoeLand.com and live near a store you can take your return in to a store within 14 days of purchase. Just be sure to print out a copy of your Order Confirmation.
Can I order a shoe online and pick it up in a store?
Sorry, not at this time.
If I see a special sale price on your website, will you honor it in your retail stores?
Yes, as long as the item is in stock in the retail store and as long as the markdown is still valid. Many of our sales run for a limited time and we can only honor sale prices during the dates of the promotional offer. Please note that stores cannot special order sale items, so if it’s not in stock at a store you will have to purchase online.
Do you have a catalog you can send me?
We do not have a print catalog. You can browse ShoeLand.com to see our current styles.
Do you sell gift cards on ShoeLand.com?
Sorry, not at this time.
Can I buy a gift card in a Shoe Land store?
Yes, gift cards are available for purchase in Shoe Land stores. However, they can only be used in store and cannot be used online at this time.
Can I request an item be gift-wrapped?
Yes, we will happily gift wrap an item for you if you notify us by email. There is a $5 surcharge for gift-wrapping.
Can I send a gift message with my order?
Yes, if you choose to have your item gift wrapped we can include a handwritten note with your message. There is a $5 surcharge for gift-wrapping.
What are the benefits of signing up for your email newsletter?
You’ll be the first to know when new styles are available and will receive special offers and great deals. Plus we have links to our blog, posts and pinboards so you can find the latest fashion trends and share style tips.
How do I unsubscribe to your email newsletter?
At the bottom of every email you receive there is a link for you to unsubscribe from our newsletter. Once you opt-out you will no longer receive emails from us.
How do I write a product review?
Find the shoe you want to review on ShoeLand.com. On the detail page for that shoe you will see a link to submit a review. Refer to our Reviews Guidelines for more information.
Why don’t I see a shoe I like listed on your site anymore?
At Shoe Land we believe in bringing you the hottest new fashion trends as fast as possible. By the time you see new shoes in our stores and on ShoeLand.com, we’ve already moved on to designing the next wave of styles. Very rarely we bring old designs back, but most of the time we’re all about always bringing you new and exciting fashion. If you see a shoe you like ⎯ buy it. You may not find it again.
Why is the item I placed in my shopping cart no longer there?
The available inventory on ShoeLand.com is updated in real time. If an item sells out, it disappears from the website so that our customers do not place items for out-of-stock items. If the item you placed in your shopping cart sold out, it will disappear from your shopping cart. Placing an item in your shopping cart does not “reserve” it.
Will you be bringing back styles that sold out?
We sometimes do a limited second run on a handful of the season’s hottest styles. And occasionally we’ll keep some wardrobe basics in stock year round. But for the most part, we believe in fast fashion. Our customers know that if they come to Shoe Land they’re going to always find something new and cutting edge style.
Can I place a backorder?
Sorry, we don’t take backorders.
Why is the sale item I placed in my shopping cart no longer on sale?
We sometimes offer special promotional pricing for a limited time period. After that time period is over, the sale price expires and the item goes back to its regular price, regardless of whether it’s in your cart or not. You cannot “save” a sale price by placing an item in your shopping cart. If you see a great deal ⎯ snag it before it’s too late!
Do you have any coupons I can use?
Sign up for our Email Newsletter at the bottom of the page and you’ll receive coupons, special offers and be notified of great deals.
Do you price match competitors?
All of our shoes are unique and only available on ShoeLand.com or in Shoe Land retail stores. As you will not find our shoes anywhere else, we do not price match.
What does it mean when you say “style runs half size large” (or similar)?
Due to the wide range of styles we produce, sometimes unique cuts and designs of shoes end up feeling larger or smaller than usual. For these unique cases, we have indicated in the product’s description if the style feels a little big or small. Feel free to contact us if you have any questions about a fit for a particular style.
How often do you add new shoes to your site?
Are any of your shoes made from animal products?
No. All of our shoes are made from man-made synthetic materials so you can shop conscientiously, knowing our shoes are cruelty-free.
Where can I find your Terms of Sale?
How do I contact your corporate office?
Visit our Contact Us page for details.
I love your shoes! How do I tell my friends?
We’d love for you to tell your friends! You can find us on Facebook, Instagram, Pinterest and Twitter where we share hot fashion trends, run contests and sweepstakes, and our fans share style tips. Join us!