Vionicshoen Customer Service Policy

At Vionicshoen, we’re committed to providing exceptional support for every customer—from the moment you browse our sandals and boots to long after you’ve received your order. Our goal is to ensure your experience with us is as smooth, satisfying, and stress-free as the comfort of our footwear. Below is a clear outline of our service commitments and how we’ll assist you.

1. Order Support & Inquiries

We understand you may have questions before, during, or after placing an order—and we’re here to help quickly:

  • Order Status: To check the progress of your purchase (e.g., processing, shipped, delivered), you can reference the order confirmation email (sent immediately after checkout) or reach out to our team at [email protected] with your order number.
  • Product Questions: Need details about a specific style? (e.g., sandal strap materials, boot waterproofing, sizing for wide/narrow feet) Email us anytime—we’ll share detailed specs, fit tips, and even additional product photos if needed.
  • Order Changes/Cancellations: If you need to modify your order (e.g., switch sizes, update shipping address) or cancel it, please contact us within 24 hours of placing the order. Once an order has been processed or shipped, changes may no longer be possible.

2. Returns & Exchanges

We want you to love your Vionicshoen footwear. If a style isn’t the right fit or doesn’t meet your expectations, we offer flexible returns and exchanges for most items:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unaltered, with all tags and packaging intact). Final-sale items (marked clearly on product pages) are not eligible for returns/exchanges.
  • How to Initiate: Email [email protected] with your order number, the item(s) you’d like to return/exchange, and the reason (e.g., “wrong size,” “style not as expected”). We’ll respond within 1–2 business days with a prepaid return label and step-by-step instructions.
  • Exchanges: If you’d like to swap for a different size, color, or style (e.g., switch from ankle boots to knee-highs), we’ll waive additional shipping fees for the exchange—just note your preferred replacement in your email.
  • Refunds: Once we receive and inspect your returned item (typically 3–5 business days after delivery to our warehouse), we’ll process your refund to the original payment method. Refunds may take 5–7 business days to appear in your account, depending on your bank.

3. Sizing Assistance

Finding the perfect fit is key to enjoying our sandals and boots—and we’re here to guide you:

  • Size Charts: Detailed size charts for men’s and women’s styles (including EU/US/UK conversions and foot length measurements) are available on every product page.
  • Fit Recommendations: If you’re unsure about sizing (e.g., “Are the leather boots true to size?” or “Do the slide sandals run narrow?”), email us with your usual shoe size and foot type (e.g., wide feet, high arches)—our team will share personalized advice based on customer feedback and product design.
  • Size Issues: If you receive a pair that doesn’t fit as expected (even after checking the size chart), follow our returns/exchanges process (outlined above) to swap for a better size—no extra cost.

4. Defect & Warranty Support

We stand behind the quality of our footwear. If you encounter a manufacturing defect (e.g., broken straps, faulty zippers, sole separation) within a reasonable timeframe:

  • Warranty Coverage: All Vionicshoen sandals and boots are covered by a 90-day warranty against manufacturing defects. This does not include damage from normal wear and tear (e.g., scuffs from regular use), improper care, or accidental damage.
  • How to Claim: Email [email protected] with your order number, photos of the defect, and a description of the issue. We’ll review your claim within 2–3 business days and offer a solution: repair, replacement, or refund (depending on the defect and product availability).

5. Contacting Our Team

Our customer service team is available to assist you Monday–Friday, 9:00 AM–5:00 PM (PST):

  • Primary Channel: Email us at [email protected]—we aim to respond to all inquiries within 1–2 business days (excluding weekends and holidays).
  • What to Include: For faster support, please include your order number (if applicable), full name, and a clear description of your request (e.g., “Return for size 8 sandals,” “Defect in men’s waterproof boots”).

6. Feedback & Continuous Improvement

Your opinion matters! We use customer feedback to improve our products and service. If you have suggestions, compliments, or concerns beyond our policy, please share them via email—we read every message and take action to make your Vionicshoen experience even better.

Thank you for choosing Vionicshoen. We’re honored to be part of your footwear journey—and committed to supporting you every step of the way.