How to Contact Us
We're available by phone Monday-Friday, 9am-5pm EST and by chat Monday-Friday, 9am-5pm EST.
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Frequently Asked Questions
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Standard orders: Unworn standard-sized shoes can be returned for a refund within 30 days of purchase, minus a return shipping and handling fee of $9.95. We offer free exchanges on unworn standard-sized shoes, also within 30 days of purchase. You can request a return or exchange by visiting our returns portal here. Once your items have been received and inspected by our warehouse, we'll issue your refund. Please allow 7-10 days for the refund to appear on your card statement. If you have requested an exchange, we will do our very best to process your exchange within three business days of receiving the return package to our warehouse. Exchanges will be shipped via DHL, and will arrive within 5-7 business days from reshipment. If returned pairs are found to be damaged or show signs of wear and are thus unsellable, you may choose to either have the shoes returned to you, or incur a 30% restocking fee.
Custom orders: While custom orders cannot be returned for a refund, we will guarantee the perfect fit. If you have questions about how your new custom shoes fit or feel, please contact customer service. Remember, 88% of women are wearing the wrong shoe size. If you’ve been wearing ill-fitting shoes, your custom Margaux ballerinas may feel a bit odd at first. We encourage you to give your feet a chance to get used to them! That said, custom pairs will occasionally need adjustments to the fit, which we will gladly make at no additional expense to you. To request an adjustment, please contact customer service and we will coordinate the adjustment of your pair. To ensure timely service, all adjustment requests must be received within 30 days of delivery.
Fitting kits, gift boxes, suede care kits, and cotton totes are considered final-sale and cannot be returned for a refund.
Where/How can I shop Margaux?
You can shop our collections all day, every day on our website. You can also visit one of our stores or pop-ups to view the collections, find your fit, and place your order in person. Currently, we have a flagship store on New York’s Bleecker Street, as well as a pop-up at the Bloomingdale’s 59th Street store. We’re popping into new spaces and cities regularly, so keep an eye on our Visit page for updates to our store locations.
At our stores, you can see the full range of sizes and colors, and can find your perfect fit by trying on fit samples in our extended size range of widths and lengths. Please note our stores are “guideshops,” meaning they do not carry inventory. Orders placed in store will be shipped to you according to the shipping times outlined below.
How do I care for my Margaux shoes?
We lightly treat all of our shoes before they leave the factory to protect them against dirt, and add rubber to the sole and heel to extend the lifetime of the shoe. Additionally, there are some simple steps you can take to keep yours looking pristine. As with all leather shoes, avoid getting them wet. If your shoes do get wet, allow them to dry completely before wearing again, or treating with a suede brush or cleaner. Suede is quite durable; marks and dirt can be removed with a brush and suede cleaner. We also recommend treating your suede semi-regularly with a protector spray to help guard against dirt and marks.
We also offer a suede care kit which includes a suede cleaner, protector, and brush for the care and maintenance of your shoes, which you can shop here.
As with our suede ballerinas, we strongly recommend that you avoid exposing your nappa leather and fabric shoes to water. These pairs are made from naturally-tanned Italian nappa leather, which means that the leather is porous and absorbs water easily. If your Demis do come in contact with water, allow the soles and uppers to completely dry before wearing again to prevent further damage.
How do you ensure a quality product?
We work closely on every detail of our shoes with well-established, family-owned factories that supply components and produce shoes for some of the most coveted luxury brands in the world. Because we sell directly to you through our stores and e-commerce site, we’re able to offer luxury quality at a fraction of the price.
We take a meticulous approach to designing, constructing, and manufacturing our footwear. Should you have any questions about your shoes, do not hesitate to reach out to our customer care team at firstname.lastname@example.org.
How do I determine my best fit?
We encourage you to explore our fit finder quiz before placing your order. Our recommendations for size conversions vary by product, and size guides are available on each product page, for quick reference based on your typical U.S. size.
We make all of our shoes in an unmatched range of sizes and widths: Three widths, in European sizes 33 to 45 (a US 2.5 to 14). An estimated 77% of women need a “non-standard” shoe size, whether smaller, larger, narrower, or wider than mainstream sizes, and nearly 80% are wearing the wrong size shoe - So keep in mind that you might find one of our width or extended size options is your best fit! For example, if you find that most shoes feel tight across the front of your foot, we recommend trying a wide width. If you find most shoes gap along the sides and feel loose, we recommend trying a narrow width.
Still aren’t sure which size would be best? Reach out to Customer Care at email@example.com, and we’d be happy to help!
I'm not sure whether I need a custom or standard size. Can you help?
Everyone’s feet are different — which is one of the many reasons we developed our three width options and custom-fit solution. We want to make sure you find your perfect pair, whether that’s a made-to-measure or standard-size option. If you have had issues with fit in the past — for example, gaping at the sides of your shoe, slipping at the heel, tightness across the ball of the foot, a bunion, feet of different sizes — you’re the perfect candidate for our narrow and wide widths or our made-to-measure pairs. If you have trouble deciding between ordering a made-to-measure or standard size, please feel free to contact Customer Care at firstname.lastname@example.org. We will be happy to walk you through the measuring process and help you decide on your best option.
How do I take my measurements?
To begin, order a fitting kit, which includes everything you need to take your measurements and begin your made-to-measure order. Once you receive your kit, you’ll need to take four measurements from each foot. These measurements will give us a holistic picture of your sizing needs. Once you record and save your measurements in your account, you can edit them at any time. Even if you’re ordering one of our ready-made widths, we encourage you to measure the length of your feet and compare the larger number (it’s very common to have slightly different-sized feet) to our sizing chart to ensure you’re ordering the correct size. Please contact Customer Care if you have any questions about the measurement process. For more detailed instructions on how to measure, please see the measuring guide included in your fitting kit, or the How to Measure page of our site.
My shoes are a bit snug. Will they break in?
Our suede and leather shoes should feel snug but comfortable upon first trying them on: The leather is structured and softens with wear, requiring several wears to soften and mold to your foot. That said, they should not initially feel uncomfortably tight. Should your shoes feel too tight or too loose upon arriving, send us a note at email@example.com, and we’d be happy to recommend size alternatives so that you can find the best fit possible.
What is the difference between standard and custom sized shoes?
Our priority is to find the right size for you. There is absolutely no difference between the quality or composition of Margaux’s standard and custom sizes - The only difference is the level of customization you desire. All of our shoes are manufactured in Spain and made of the highest quality Italian materials. Standard sizes come in three widths and are kept in stock, while custom sizes are finished to-order in Spain. Custom sizes are shipped eight to twelve weeks from the order date.
Which styles are available in a custom fit?
We currently offer a made-to-measure option in our Classic and Pointe styles, but we are hoping to expand our custom offering to additional styles in the near future. Sign up for our email newsletter to stay abreast of upcoming styles and changes!
When will I get my order?
Most shoe orders are shipped via DHL. Tracking information for orders will be emailed to you with shipping confirmation. Standard sizes will be shipped within two business days of the order date. Shipped items will arrive within five to seven business days from shipment date in the contiguous United States. Items shipped to Alaska and Hawaii will arrive in seven to ten business days from shipment.
Express orders are shipped via FedEx. If express shipping is selected on orders of in-stock items, orders received before 12 pm ET will ship out the same day, while orders received after 12 pm ET will ship out the following day. The express shipment option selected determines the time at which your order will arrive.
Orders of gift boxes and fitting kits will also be shipped within two business days; gift boxes and fitting kits also arrive within five to seven business days of shipment.
Custom shoes will be made to order and shipped within eight to twelve weeks of the order date, unless otherwise indicated. Please note that if you order more than one color of made-to-measure ballerinas in a single order, you will receive one pair first to confirm the fit. Once you have confirmed the fit, the remaining pairs will be put into production.
The shoes I would like to order are unavailable. What are my options?
We offer pre-orders for customers who want to ensure they reserve a particular pair from an incoming shipment. When placing your order, you will see an expected ship date. Please note that this date may change, though we will do our very best to ship preordered items in a timely fashion. You will also receive note of the expected ship date in your order confirmation email. Because we do not keep credit card information on file, your card will be charged the full total of your order on the date your order is placed. Returns and exchanges may be requested within 30 days of delivery by emailing Customer Care at firstname.lastname@example.org.
If you don't see your size in a particular style in stock or available for preorder, we can make a pair just for your at our factory in Spain, at no additional cost. Such pairs are shown as “Made to Order” on the product page. Because these shoes are handmade to-order, your order will take up to 12 weeks to arrive.
How can I order made to measure shoes?
To order made to measure shoes, first upload your measurements to your account. Once those are saved, you can select your preferred color from the Classic or Pointe product pages, select the “Made to Measure” option located below the size selector, and then add the item to your cart.
Can I change or cancel my order?
Once orders have been submitted, they cannot be changed or cancelled. To ensure accuracy, we encourage you to double check your size details or measurements and all shipping details before submitting your order.
How can I gift a pair of made-to-measure ballerinas?
We’ve designed our Perfect Gift product to make gifting shoes easy and effortless. When you order a Perfect Gift box, the recipient of your gift will receive a beautifully crafted box that contains everything she needs to take her measurements and place her order, a card inviting her to choose a pair of our Classic ballerina flats, and a personal note from the sender.
How do I redeem a gift of made-to-measure ballerinas?
There will be an individual one-time use code on the reverse of the message card included in your gift. Once you've taken your measurements, add a pair of ballerinas to your cart in the size and color of your choosing, and proceed to checkout. During checkout, enter your voucher code into the "Gift Voucher/Coupon" line. Your order total will automatically update. Gift vouchers can be applied to orders of standard or made-to-measure ballerinas from our Classic collection. Please contact Customer Care if you would like to apply your voucher to an order for a pair of ballerinas from another collection.
Can I send a gift card?
Yes, we offer both physical gift cards and E-gift cards! Our physical gift cards will be mailed within two business days in luxe packaging. E-gift cards are immediately delivered to the email you provide during checkout for instantaneous gifting. You can either send these cards directly to the recipient, or to your own email to forward to the recipient.
Gift cards will never expire.
Do you offer gift wrapping and gift messages?
We do not currently offer gift wrapping services or the ability to add messages to our standard shoe orders. However, if you place an order for our Perfect Gift box, you will have the option to add a handwritten message for the recipient.
Can I return a gift?
Once issued, a gift code cannot be cancelled for a refund to the sender. However, if you would like to exchange a pair of standard-size gifted ballerinas for a different size or color, you can exchange them just as you would any other standard order. All custom orders are final sale.
What is your return & exchange policy - Standard Orders.
Standard orders: Unworn standard-sized shoes can be returned for a refund within 30 days of purchase, minus a return shipping and handling fee of $9.95. We offer free exchanges on unworn standard-sized shoes, also within 30 days of purchase. We're changing our returns process - if your order was shipped prior to June 1st, you can request a return or exchange by visiting our returns portal here. Otherwise, if your order ships on or after June 1st, you will receive a return label and return authorization form in your order to complete and return. Once your items have been received and inspected by our warehouse, we will issue your refund. Please allow 7 - 10 days for the refund to appear on your card statement. If you have requested an exchange, we will do our very best to process your exchange within three business days of receiving the return package to our warehouse. Exchanges will be shipped via FedEx SmartPost, and will arrive within 5-7 business days from reshipment. If returned pairs are found to be damaged or show signs of wear and are thus unsellable, you may choose to either have the shoes returned to you, or incur a 30% restocking fee.
What is your return & exchange policy - Custom Orders.
Custom orders: While custom orders cannot be returned for a refund, we will guarantee the perfect fit. Remember, 80% of women are wearing the wrong shoe size. If you’ve been wearing ill-fitting shoes, your custom Margaux ballerinas may feel a bit odd at first. We encourage you to give your feet a chance to get used to them! That said, custom pairs will occasionally need adjustments to the fit, which we will gladly make at no additional expense to you. To request an adjustment, please contact Customer Care and we will coordinate the adjustment of your pair. To ensure timely service, all adjustment requests must be received within 30 days of delivery.
What is your return & exchange policy - Final Sale.
Fitting kits, gift boxes, suede care kits, and cotton totes are considered final-sale and cannot be returned for a refund.
I HAVEN'T TRIED MARGAUX SHOES BEFORE. HOW DO I FIND MY SIZE?
WHEN WILL I GET MY ORDER?
Bespoke pairs ordered through the atelier are handmade to order at our factory in Spain and arrive within 12 weeks of order–Right in time for your big day. Keep in mind that you may want your shoes for your dress fittings, so please take your fitting timeline into account when placing your order.
I'M INTERESTED IN SHOES FOR BRIDESMAIDS OR MOTHER-OF-THE-BRIDE (OR GROOM!). DO YOU HAVE OTHER COLOR OPTIONS?
Several of our current atelier fabrications like our metallic nappa, blush, and powder blue options are perfect for your wedding party. We can also source a specific material or color on request. Please contact the atelier via the form above with these special requests!
HOW CAN I SEE THE COLOR AND MATERIAL OPTIONS IRL BEFORE ORDERING?
We are happy to send a selection of swatches for you to choose from on request. Simply submit your swatch selections and mailing address to the atelier team via the form here, and we'll have your swatches on their way shortly!
WHAT IS THE RETURN AND EXCHANGE POLICY ON MADE-TO-ORDER BRIDAL SHOES?
As atelier pairs are handmade to order and unique to you, they are final sale and cannot be returned or exchanged.
CAN I CHANGE MY ORDER AFTER IT’S PLACED?
We begin to process orders as soon as they are received, and cannot guarantee changes can be made to your order. Should you need to make a change or correction, please contact us as soon as possible at email@example.com and we will do our best to accommodate your request.
Do I need to pay for shipping on my order?
Standard shipping is free on all domestic orders over $100, with a $4.95 shipping fee on orders under $100. If you would like to receive your order sooner, you can pay a surcharge for express shipping with FedEx. We charge $15 for 3-day shipping, $25 for 2-day, and $35 for overnight shipping.
Do you ship internationally?
International shipping is currently available to Canada, the United Kingdom, Australia, and New Zealand for all standard size shoes and accessories. Our gift box and made-to-measure offerings are not currently available for international shoppers. Please note that all international orders are final sale.
Who handles your international shipping?
Margaux has partnered with a trusted third-party company, Passport Shipping, to ship orders to our international customers. Passport has a number of shipping partners around the world that ensure your packages arrive safely and quickly. These partners include:
- Canada: Canada Post
- Australia: Australia Post
- New Zealand: NZ Post
- United Kingdom: Hermes
Please direct all international shipping related inquiries to Passport at firstname.lastname@example.org.
Do I have to pay duties and taxes?
To create a better delivery experience for you, Margaux ships all international shipments Delivered Duty Paid (DDP). By shipping DDP, duties and taxes are collected directly at checkout so that your packages are not stopped and held by customs. Please note that duties and taxes assessed by customs vary by country and product.
How can I track my package?
Once your order has been fulfilled, you will be sent an email with your tracking link. International shipments typically take 8 -14 business days to deliver once the order has been fulfilled. We do our very best to estimate shipping accurately so that you know down to the day your order is planned to arrive. Occasionally, there may be delays in the shipment due to customs delays or weather events. When these circumstances occur, we’ll be sure to update your shipping status on Passport’s tracking page so you are aware. If your package stops moving at any point, don't fret! It's still on its way to you, and is likely just clearing customs. You can always reach out to email@example.com for help tracking your package at any point on its journey.