FAQ

Answers to the questions we get most. If yours is not here, email us and we will help.

What does Shoes By Vidal sell?

We sell shoes for women and men: walking shoes, supportive sneakers, cushioned sandals, loafers, boots and heels. Comfort comes first in how we select, and we look for styles that work with clothes you already own.

How much does shipping cost?

Shipping is free on every order, with no minimum spend. Tracking is included on every order.

How long will my order take?

Orders are processed within 1 to 2 business days, Monday to Friday. Delivery takes another 3 to 7 business days, so most orders arrive within 4 to 9 business days of being placed. These are estimates rather than guarantees, and customs, public holidays and busy periods can add time.

Where do you ship?

We currently ship within the United States, including Alaska and Hawaii. We do not ship to PO boxes or to APO and FPO addresses.

How do I track my order?

You receive an email with your tracking number as soon as your order leaves the warehouse. If you cannot find that email, check your spam folder first and then contact us with your order number.

What is your return policy?

You can request a return within 30 days of the delivery date. Items need to be unworn and undamaged, in their original condition and packaging. Email us with your order number and we will reply with return instructions and the return address. Please wait for approval before shipping anything back. The full terms are in our Returns and Refund Policy.

How long do refunds take?

Approved refunds are issued to the original payment method within 7 business days of us receiving and inspecting your return. Depending on your bank it can take a few more days for the money to appear.

Do you offer exchanges?

Yes. Email us with your order number and the size or style you would prefer, and we will tell you how to proceed.

My shoes do not fit. What now?

Start a return within 30 days and we will help you swap for another size where that size is available. Getting the fit right is the most common reason people contact us, so tell us what felt wrong and we can point you to a better match.

What payment methods do you accept?

We accept the major credit and debit cards along with the digital wallets shown at checkout. Payments are processed over an encrypted connection and we never store your card details.

Can I change or cancel my order?

Because orders move to fulfilment automatically, they cannot be changed or cancelled once placed. Please check your details before completing your purchase. If something is wrong, email us straight away and we will do what we can.

My order says delivered but I have not received it.

Contact the carrier directly to open an investigation, then forward their confirmation to us. Claims submitted more than 7 days after the delivery confirmation cannot be reviewed.

My order arrived damaged or incomplete.

Email us within 30 days of delivery with your order number, a photo of the packaging if it is damaged, a photo of the packing slip if items are missing, and a short description. If the outer packaging is damaged but the shoes are fine, we cannot issue a replacement or refund.

How do you handle my personal data?

We only use your details to process and deliver your order and to answer your questions. We do not sell or rent your data. Our Privacy Policy sets out what we collect, how long we keep it and how to contact us about it.

How do I contact you?

Email support@shoesbyvidal.com. Monday to Friday: 9:00 AM to 6:00 PM. Saturday and Sunday: 10:00 AM to 3:00 PM. All times are Eastern Time. Within 24 hours on business days.