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FAQ

Frequently asked questions explained

General Questions

when will my order ship?

All in-stock items will ship within three business days. We dispatch all orders as quickly as possible. Most orders will be dispatched same business day or the next business day depending on what time the order was placed. However give three business days to account for any possible delays.

WHAT SIZE SHOULD I ORDER?

Sizing varies between brands. If the manufacturer has published a size guide or any sizing recommendation for any style it will be noted in the product description. If you have not owned a shoe from a brand before we find it best to start with ordering in your true US size then if it does not fit, exchange it for the proper size.

What are the conditions for returns?

All returned items must be returned in the same exact condition received with all included accessories. All return requests must be made through our online Return Center within seven (7) days from delivery as stated by the courier.

If you cannot receive your order within the first seven (7) days after delivery please notify us either before your order has been delivered or within this seven (7) day period.

If you are trying on a shoe for size, we suggest doing so on a carpeted surface. This will prevent the sole from being damaged.

 

What if i receive a defective product?

All shipments we fulfill undergo a meticulous inspection process before being dispatched.

If an item in your order appears to have a defect or imperfection please submit a return request within two (2) days of delivery to comply with policy. Please include images of the product in your request.

You will hear from our return department within three (3) business days.

How long is transit time?

Transit time varies upon the shipping method selected. Products are shipped from many locations globally. If you need your item delivered fast, purchase a premium shipping method to guarantee faster arrival.

Products and Stock

Sunglasses and eyewear

Some sunglasses experience processing times of around five to ten (5-10) business days.

If you are looking for an item that can be dispatched immediately look for products that qualify for standard shipping (3-7 business days).

All products that are subjected to processing times will have standard shipping listed as (5-10 business days).

If you need any assistance finding a product please contact us.

Why have I received an email saying the item I've ordered is out of stock?

Some products that are shown as available may not be available. In the rare circumstance where an item you ordered is not available our team will contact you.

If you would like to verify the availability of any product please contact us via chat and we will provide confirmation as soon as possible.

Some out of stock products will be available for backorder reservation. This service is provided to guarantee our products the delivery of certain sold out products as soon as the item becomes available.

How can I search to find products on the website?

If you are looking for a specific item we suggest to use our inventory search tool.

This search allows you to refine the results of tens of thousands of products to show only the items you are looking for. You can refine your search by the type of product, style, color, size, material, and many more options.

You can find our search tool by tapping the magnifying glass on the header of the webpage or by selecting "FILTER" on any product page.

what is a production order?

A Production order is any order for a special order, custom made, or made to order product. Such products will be labelled appropriately.

These products are made to your specifications then upon completion dispatched to the destination country for delivery to you.

At this time we are experiencing more frequent delays in international supply lines due to global circumstances. Please understand there may be delays in your order and our team will provide estimates to the best of our knowledge at the time.

Returns and Exchanges

are there any return fees?

To return most items there will be no fees involved in the process.

We offer all eligible returns an optional service for $15.00 flat rate per item to provide a prepaid, fully insured, return label to return the order.

Some products or payment methods may be subject to further return credit deductions, these are specified in our return policy.

You can view our return policy here.

How do I make a gift exchange?

If the item you have ordered is a gift for someone else, please specify "GIFT" in the order notes. "GIFT" orders will be eligible for an exchange for up to 60 days from when the order was placed.

Some items will not be eligible for this extended exchange period.

What is done with used shoes that are returned?

All items that are returned in a damaged or used condition will be rejected without exceptions. Feel free to review our return policy for further information.

When can I expect my refund?

Refunds will be processed as soon as your return has completed inspection.

The inspection process generally takes a maximum of two weeks.

Some returns may experience longer processing times due volume at certain warehouses.

PRODUCTION ORDERS

I need my order by this date, is it possible?

We cannot guarantee delivery by a deadline for any production order. There are certain factors that may delay any international shipment uncontrollably.

If you do place a production order for a certain event or date, it is at your own risk of passing that date.

Most production orders are completed as scheduled however any shipment can be delayed and we would not suggest proceeding without the understanding that there can be delays outside of anyone's control.

How long will it take to receive my order?

Our team will provide a confirmation email on the first business day from when the order is placed.

This email will state the initial production time estimate.

If your order has not been completed yet, expect another update on your order's status around the latest estimated date.

Rest assured our team is constantly checking up on our clients production orders with the manufacturers.

How do i know what size shoe will fit me?

If you have owned a shoe from the brand before, it is best to order in the same size.

If it is your first time ordering within the brand, generally it is best to order in your true US size or maybe even a half size larger than your normal size to be safe.

You can also choose to have us send you a test pair if available. The test pair will be a similar style from the same brand. We will send this to you before we begin production on your order. This will allow for further insight into the sizing of the shoe style before having one custom made.

We offer this fitting service for a flat rate of $15.00 per item for your convenience. This fee is to cover return shipping. If you would like us to send you a test pair, please specify so in your order notes or contact our customer support before your order is confirmed and proceeds into production.

We cannot provide sizing recommendations on a per client or per order basis. This sizing information is provided by our staff from their years of experience in production orders. It is the clients responsibility to know what size to order.

Can i return the item from my production order?

No, there are no return or exchange options for made to order, custom, or special order products. All such products are a final sale at the time of production start.

How long is transit time?

Transit time varies upon the brand. Some items will be shipped directly from the factory while other orders may have to be processed through a US warehouse prior to dispatch to the client.

Please note some shipments may be held uncontrollably in customs. Our team is constantly monitoring the progress and transit of every production order.  

Discounts, Sales, and Gift Cards

How can I purchase a gift caRD?

Gift cards can be purchased by contacting our sales department via phone or by placing an order for a gift card or by clicking here

Can i have a discount on my order?

If this is your first order with us we happily provide the gift of a 10% off coupon. This will be valid for any order above $200.

All other discounts will be offered through seasonal sales, make sure to sign up for our newsletter to catch every great deal!

 

Does dellamoda price match?

Yes we offer price match guarantee. Just send us a link to the website that you would like to price match.

*Some restrictions apply, contact our support or view our full policy for more information.

does dellamoda offer loyalty rewards?

Yes, we offer 4% cash back on every purchase with us. This will be credited to your DM rewards account and can be used to earn HUGE discounts on many products.