FAQ

Question 1

1.How do I know if my new item will fit?

Answer

Each product page includes a detailed Size Guide. If you fall between two sizes, we recommend choosing the larger one for a more comfortable fit.

You may also contact our customer service team for personalized sizing support. And if the size you choose doesn’t work out, you can return it through our returns service. For details, please refer to our return policy.

Question 2

2.Do you offer custom or made-to-measure shoes?

Answer

At Calzarelli, we currently focus on our classic handcrafted collections. While we do not provide customization or made-to-measure services, we offer a wide range of sizes and styles to suit most preferences.

Question 3

3. Where are Calzarelli products made?

Answer

All Calzarelli shoes are handcrafted by skilled artisans in our professional manufacturing facilities located in Hong Kong and mainland China. We work only with partners who uphold high standards in craftsmanship, fair labor practices, and responsible production.

We value transparency and are committed to producing high-quality, ethically made footwear. If you would like to learn more about our process or the origin of a specific product, feel free to contact us—we’re always happy to help.

Question 4

1. How do I place an order on Calzarelli?

Answer

You can complete your purchase by creating an account or checking out as a guest—both options are available and secure.

Question 5

2. Which currencies can I pay in?

Answer

Your currency is automatically displayed based on your delivery location. You may switch destinations in the top-right corner of the site to update the currency shown at checkout.

Question 6

3. What payment methods does Calzarelli accept?

Answer

We currently accept Visa, Mastercard, American Express, JCB, and PayPal. Some payment providers may require additional verification. More payment options may be added over time.

Question 7

4. Do you ship to my country or region?

Answer

Yes. Calzarelli offers worldwide shipping to nearly all countries and regions.

Question 8

5. How long does order processing and delivery take?

Answer

All Calzarelli shoes are handmade to order, requiring 3–7 business days for production.

Once shipped, you’ll receive an email with your tracking number.

Typical international delivery takes 6–12 days depending on destination, with rural areas requiring additional time.

During promotional periods or peak seasons, dispatch may require an extra 2–3 business days.

Question 9

6. How much is shipping?

Answer

We offer free worldwide shipping. Available carriers may vary based on your region.

Question 10

7. Will I be charged additional duties or taxes?

Answer

Most destinations are shipped under DDP (Delivered Duty Paid), meaning duties and taxes are included in the product price.

Some regions may require duties/taxes upon checkout or delivery.

US orders include applicable sales tax at checkout.

If you’re unsure, feel free to contact us for clarification.

Question 11

8. When will I be charged for my order?

Answer

Your payment will be processed once your order is approved.

If you cancel before processing, the authorization will be released automatically. Some banks may temporarily hold funds.

Question 12

9. How do I know my order has been received?

Answer

After checkout, you will receive an order confirmation email. Final acceptance occurs once your payment is approved and processing begins.

Question 13

10. Can I cancel my order?

Answer

Once confirmed, orders cannot be cancelled.

If you change your mind, you may return the item after delivery in accordance with our return policy.

Question 14

11. Do you offer pre-orders?

Answer

We do not currently offer pre-order services. We recommend placing your order promptly to secure availability.

Question 15

12. Can I request special instructions for my order?

Answer

Special handling requests cannot be accommodated at this time.

Question 16

13. Why was my order cancelled?

Answer

An order may be cancelled due to payment verification issues or unavailability of the selected size, color, or model.

In such cases, your payment will be fully refunded.

Question 17

14. When will I receive my refund for a cancelled order?

Answer

Refunds for cancelled orders are typically completed within 7 business days, depending on your bank’s processing time.

We will contact you directly if your order cannot be fulfilled.

Question 18

1. How long does delivery take?

Answer

Delivery times may vary depending on your location. For the most accurate estimate, please refer to the shipping information available on our website.

Question 19

2. Can I request expedited shipping?

Answer

Our 2-day express delivery service is temporarily unavailable. For current international transit times, please check the updated shipping information on our website.

Question 20

3. Do you ship to PO Boxes?

Answer

We are unable to deliver to PO Box addresses. Orders submitted with a PO Box as the delivery address will be canceled automatically.

Question 21

4. How much is shipping on Calzarelli?

Answer

We offer complimentary worldwide delivery with no additional shipping fees.

Question 22

5. How can I track my order?

Answer

You will receive regular email notifications regarding your shipment. You can also log in to your Calzarelli account to view the tracking details at any time.

Question 23

6. Where is my order?

Answer

Once your order has been dispatched, you will receive an email with a tracking link. If you believe there is an issue with your delivery, please contact our customer service team within 10 business days so we can assist promptly.

Question 24

7. Can I change my delivery address?

Answer

If you need to update your delivery address, please contact us as soon as possible. Please note that we cannot make any changes once the order has shipped, and the delivery country/region cannot be altered.

Question 25

1. Can I return an item?

Answer

We accept returns orders placed on Calzarelli. Please contact us within 30 days of receiving your order to arrange a return pickup. Items must be unworn and in their original condition in accordance with our returns policy.

Question 26

2. What is your returns policy?

Answer

You can view our full returns policy on our website.

Question 27

3. Can I exchange an item?

Answer

We offer exchanges for full-price items purchased on Calzarelli within 30 days of delivery, subject to availability. Returned items must be unworn and in original condition.

Please note that sale items are not eligible for exchanges.

Question 28

4. Can a gift recipient return an item?

Answer

If you purchased an item as a gift, returns can only be arranged within the original 30-day delivery window and must comply with our returns policy. After the 30-day period, returns cannot be processed.

Refunds will be issued to the original payment method.

Question 29

5. I submitted a return request but want to keep my order. What should I do?

Answer

No worries—if you decide to keep the item, please contact our customer service team as soon as possible and include your order number.

Question 30

6. How can I track my return?

Answer

Once your return is received, you will receive an email update. You may also track the shipment using the tracking number on the return airway bill. Please allow approximately 7 business days for your return to reach us.

Question 31

7. I’m no longer in the country where my order was delivered. Can I arrange a return pickup?

Answer

Unfortunately, we cannot arrange return pickups outside the original delivery country/region. For assistance, please contact our customer service team.

Question 32

8. If my exchange request is denied, will I receive a refund?

Answer

If you contact us within 14 days of delivery and your return meets our policy requirements, you will be notified via email if an exchange is unavailable. In such cases, we will issue a refund for the merchandise value.

Sale items are excluded from this policy.

Question 33

9. Can I order multiple items with the intention of keeping only one?

Answer

All Calzarelli products—including standard sizes—are made to order. For this reason, we cannot support “buy-many-keep-one” purchasing behavior, as it increases unnecessary production and waste. If you need help choosing a size or style, please contact us.

Question 34

1. When will I receive my refund?

Answer

All returns will be reviewed in accordance with the Calzarelli returns policy. Once your return has been approved, we will send you a confirmation email. A full refund will then be issued to your original payment method. Please note that depending on your bank’s processing timeline, it may take up to 7 business days for the refund to appear in your account. You may contact your bank at any time for an update on the refund status.

During promotional events or peak periods, please allow 10–14 business days for return processing.

Question 35

2. Will I receive a full refund for the order value?

Answer

Once your return has been approved by our team, we will process a full refund of the amount paid and credit it back to your original payment method.

Question 36

1. Does Calzarelli offer repair services?

Answer

If you need guidance regarding repairs, our team will be glad to assist. All products purchased from Calzarelli are covered by a one-year warranty for manufacturing defects, subject to evaluation and confirmation.

Question 37

2. I recently purchased a defective pair of shoes from Calzarelli. What should I do?

Answer

If you believe the item you purchased on Calzarelli has a defect, please contact us directly with your order number and clear photos of the issue. After reviewing the information, we will advise you on the appropriate next steps. Please refrain from sending any items back until you receive confirmation from our team.