FAQ
Next Day & 2nd Day Air Shipping
Most orders ship within 4 business days from the date the order is placed. Some items may take longer to ship depending on availability. If an item is available for pre-order, the item will be shipped as stated under the item description. Most orders are shipped via USPS or UPS. Any package refused for delivery will be subject to an unauthorized return fee in the amount of the shipping cost back to French Sole. In the event a package goes missing during delivery, French Sole will open an investigation with the delivery courier, and will abide by the decision made by the delivery courier at the conclusion of the investigation. To reduce the possibility of a missing package, customers may select one of the Signature Required shipping options available during checkout.
WE DO NOT SHIP TO P.O. BOXES.
Orders are shipped via UPS. The carriers state that most shipments are delivered within 4-5 business days. However, some shipments may take up to 3 weeks to arrive. Please allow time for your package to clear customs; this may take from a couple of days to several weeks. Alaska, Hawaii, and Puerto Rico fall under our international shipping policy due to the shipping distance from the U.S. mainland. Shipping charges will be added to the $12.00 standard shipping fee pending approval. We are not responsible for any brokerage or duty fees that the shipping company may charge. Please email weborders@frenchsoleshoes.com for further details.
FOR ORDERS SHIPPED OUTSIDE THE U.S., THE SHIPPING AND BILLING ADDRESS MUST BE THE SAME.
Next Day & 2nd Day Air Shipping
All Next Day or 2nd Day Delivery orders must be placed before 12:00pm Eastern Standard Time to go out on that same day. For example; if customer places their order on Monday before 12:00pm, it will go out that same day. If the order is placed after 12:00pm, it will go out the following day. For any questions, please call us at 646-410-0290. Any Next Day Air orders placed on weekends or major holidays will be processed & shipped the following work day. Depending on customer’s location, customer may be subject to a surcharge on delivery.
WE DO NOT PROVIDE FREE NEXT DAY AIR SHIPPING.
If for any reason our customer is unsatisfied with their full-priced item, we will gladly accept a return within 30 days from the original shipment arrival date. The shoes must be in our possession by the 30th day for a refund to be processed. Customer may request an exchange inside of a refund. Returns after the 30 days will be issued a website credit. Website credits are issued for a duration of 6 months; if an extension is required, please contact us before the expiration date and we can extend it for 1 additional month.
SHOES MUST BE RETURNED UNWORN, NON-ALTERED, IN THE ORIGINAL BOX. Any alterations to the shoes including but not limited to taps, color dying, etc. will deem the shoes non-returnable.
ALL SALE ITEMS ARE FINAL SALE AND ARE NOT ELIGIBLE FOR A REFUND. Final Sale items can be exchanged for a different size or different style depending on availability, or a website credit may be issued. This excludes items $75 and below, which fall under a no return/no exchange policy.
ANY PROMO CODES USED ON FULL PRICED ITEMS DEEMS THEM FINAL SALE (EXCHANGE ONLY).
Once we receive a return on full-priced items, a refund will be processed within 6 -10 business days. It may take an additional 1-3 business days for the refund to be applied to the original form of payment.
SHIPPING CHARGES ARE NON-REFUNDABLE. Customers may use their own shipping label for returns, or if they prefer to use our USPS prepaid label; a 15% restocking fee will be applied to the customer's order. WE DO NOT PROVIDE RETURN SHIPPING LABELS FOR INTERNATIONAL ORDERS.
Please download the Exchange & Return Form HERE and fill it out in its entirety for the return to be processed quickly. ANY RETURNS SENT WITHOUT A RETURN FORM WILL NOT BE PROCESSED. Please include this form in the shoe box.
THE STORE POLICY IS DIFFERNT FROM WEBSITE! Store Policy For Both Boutique and Outlet. No Refunds Under Any Circumstances. Exchanges Can Be Made Within 14 Days. Store Credits Are Valid Up To Six Months.
ALL RETURNS MUST BE SENT TO THE ADDRESS BELOW ALONG WITH THE EXCHANGE & RETURN FORM.
French Sole
Attn: Website Returns/Exchanges
980 Lexington Avenue
New York, NY, 10021
We offer one complementary exchange per order for domestic orders over $80, and shipping is covered by us both ways. Items $80 and below may be shipped back for an exchange at the customer's own cost. Items $75 and below fall under our no return/no exchange policy. Exchanges must be done within 3 months from the shipment arrival date.
For a second exchange: customer will use their own shipping label to ship the items back, and we cover the cost of shipping the exchanged pair to the customer. Shipping for any exchanges beyond that will be paid for by the customer to ship the item back. Additionally, a $12 shipping fee will be charged by us - to ship the exchanged pair to the customer. If customer prefers to use our prepaid shipping label a 15% restocking fee will be applied to that order. WE DO NOT PROVIDE RETURN SHIPPING LABELS OR FREE SHIPPING ON EXCHANGES FOR INTERNATIONAL ORDERS.
SHOES MUST BE RETURNED UNWORN, NON-ALTERED, IN THE ORIGINAL BOX. Any alterations to the shoes including but not limited to taps, color dying, etc. will deem the shoes non-exchangeable.
Exchanging a final sale item to a full price item and then requesting a refund on the higher-priced full price item will warrant a refund of the difference between the full price item and the final sale item. A website credit will then be generated for the cost of the final sale item.
To request an exchange, simply fill out the Exchange & Return Form and email us to receive a prepaid USPS or FedEx label. This prepaid return label may only be used for Exchanges. Then take the package to the nearest USPS or FedEx drop off location or contact FedEx directly to schedule a home pick up. For any questions, please contact us at weborders@frenchsoleshoes.com or 646-410-0290.
Please download the Exchange & Return Form HERE and fill it out in its entirety for the return to be processed quickly. ANY EXCHANGES SENT WITHOUT A RETURN FORM WILL NOT BE PROCESSED. Please include this form in the shoe box.
ALL RETURNS MUST BE SENT TO THE ADDRESS BELOW ALONG WITH THE EXCHANGE & RETURN FORM.
French Sole
Attn: Website Returns/Exchanges
980 Lexington Avenue
New York, NY, 10021
French Sole electronic gift cards may only be purchased and used on frenchsoleshoes.com. Gift cards are final sale, non-refundable, and non-reloadable. Any remaining balance may only be exchanged for website credit at any time; gift card holder must verify original purchaser’s billing information or provide the last four characters of the gift card number. Gift cards do not expire. Lost/stolen gift cards and their corresponding card numbers are the responsibility of the holder, and will not be replaced by French Sole.
Shoe sizes are converted to US sizes only. Please note that fit may vary depending on shoe style. All our shoes come in Medium widths, but some styles will accommodate narrower or wider feet.
If the style does not fit true to size, you will find a "Size Notice" (explanation of how the style fits) under the page description for that particular shoe.
It is important to us that you pick the best shoes for your feet (and your wardrobe). Contact us at weborders@frenchsoleshoes.com or 646-410-0290 for help in your sole search.
Depending on the shoe model, most of our shoes are produced in Spain, Italy, France, Portugal, and Brazil. Most shoes produced by French Sole are B width. Upper materials may consist of leather, patent leather, suede, nubuck, fabric, or mesh. Sole materials typically consist of leather, rubber, or elastomer.
This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from frenchsoleshoes.com (the “Site”). This privacy policy also sets out how the Site utilizes and safeguards any data transferred to the Site when using the Site. We are dedicated to ensuring that your privacy is protected. The Site proudly runs on the Shopify platform which is certified Level 1 PCI DSS compliant, and uses Shopify’s SSL security certificate to ensure a secure browsing and checkout experience. When we ask you to supply personal information when using the Site, you can be assured that it will only be used in agreement with this privacy statement. We may alter this policy ever so often by updating this page. You should check this page to ensure that you are satisfied with any alterations.PERSONAL INFORMATION WE COLLECT
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.
When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.
HOW DO WE USE YOUR PERSONAL INFORMATION?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you;
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFORMATION
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
BEHAVIORAL ADVERTISING
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
You can opt out of targeted advertising by using the links below:
- Facebook: https://www.facebook.com/settings/?tab=ads
- Google: https://www.google.com/settings/ads/anonymous
- Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads
Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.
DO NOT TRACK
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
YOUR RIGHTS
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
DATA RETENTION
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
CHANGES
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.
MINORS
The Site is not intended for individuals under the age of 18.
CONTACT US
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e‑mail at weborders@frenchsoleshoes.com or by mail using the details provided below:
French Sole
[Re: Privacy Compliance Officer]
French Sole Online, 985 Lexington Avenue, New York NY 10021, United States
N.B. French Sole has no affiliation with any other store, mail order or wholesale business, nor by imitation or invention represents that they are similar in concept or products offered for sale, nor accepts any responsibility for merchandise manufactured, contracted or embellished by such persons or businesses under any circumstance. French Sole is registered in the U.S. Patent and Trademark Office possessing Registration Number 2565410.