FAQ

ShoeMint Membership

1. Does it cost anything to join ShoeMint?

   Joining ShoeMint is absolutely FREE. Take our free Style Quiz to reveal your StyleProfile and begin browsing shoe selections designed by Rachel Bilson and Nicole Chavez. Once you make your first purchase, you will begin receiving a monthly ShoeMint credit at the start of each month for $79.98. There is never an obligation to buy, however, and you can always choose to "Skip the Month" free of charge.

2. How does ShoeMint work?

   Your ShoeMint membership gives you guaranteed access to our exclusive monthly shoe collection designed by Rachel Bilson, celebrity stylist, Nicole Chavez, and shoe expert, Steve Madden. Each month, new designs are added to your showroom. It's FREE to look and joining is easy. Simply take our free Style Quiz to reveal your StyleProfile and shop our exclusive collection. Each pair of shoes is $79.98. There is never an obligation to buy, however, and you won't be charged until you make your first purchase. Once you make your first purchase, you will begin receiving a ShoeMint credit at start of each month for $79.98, but you always have the option to skip any month, free of charge. No commitment, no obligation!

3. What are the benefits of becoming a Member?

   As a ShoeMint Member, you'll always have guaranteed access to exclusive, fashion forward designs by Rachel Bilson and celebrity stylist, Nicole Chavez. Each pair is beautifully constructed from premium materials with the shoe expertise of Steve Madden. We only use real leather and real suede to ensure luxurious, high quality shoes. Plus, we offer hard to find sizes, from 5-11. Along with incredible shoe selections, ShoeMint members also receive Insider Trend Reports and Styling Tips, behind-the-scenes footage from ShoeMint photo shoots, and more!

4. Do I have to purchase shoes every month?

   No! With ShoeMint, there is NEVER an obligation to buy. You won't be charged anything until you make your first purchase. After that, you always have the option to "Skip this Month" free of charge by the 5th day of the month, or save your monthly credit for a later time.

5. What if I want to make a one-time purchase?

   ShoeMint is a membership site, so we currently don't support one-time purchases. However, there is never an obligation to purchase - you may "Skip the Month" as often as you like, or cancel your membership at any time.

6. What if I don't like any of the selections in my showroom?

   You may always choose to "Skip this Month" free of charge or save your monthly credit for a later time. Or, feel free to call in for Style Advice! Our friendly Customer Care Representatives are here to help you with anything your sole desires. They are available Monday through Friday from 9 a.m. to 5 p.m. Pacific Time at 1-888-483-8093 or via live chat on the ShoeMint site. You may also email Customer Care at customercare@shoemint.com.

7. When will my card be charged?

   As soon as you make your first ShoeMint purchase, you will begin receiving a monthly ShoeMint credit, issued at the start of each month, for $79.98. You may use this credit towards any item in your showroom. If you choose to not shop at the beginning of the month, you can skip the month free of charge, or keep the credit for use at any time in the future. If you wish to skip the month, always do so by the 5th day of the month to avoid being charged. Otherwise, on the 6th day of the month you will receive one credit and your card will automatically be charged $79.98.

8. How can I skip a month?

   Simply click "Skip this Month" under your account settings. Always do so by the 5th day of the month to give up your credit and avoid being charged $79.98.

9. I forgot to skip this month and was charged for a credit, what can I do?

   We offer a one time courtesy refund for members who accidently forget to skip their monthly credit.

10. How do I cancel my ShoeMint Membership?

    Before you cancel your membership, please remember that if you have not yet purchased an item from your showroom, you will not be charged each month. Also, there is NEVER an obligation to buy, and you can always skip your showroom for the month, free of charge. If you still wish to cancel, please call, email, or chat one of our friendly Customer Care Representatives. They are available Monday through Friday from 9 a.m. to 5 p.m. Pacific Time at 1-888-483-8093 or to live chat via the ShoeMint site. You may also email Customer Care at customercare@shoemint.com.

11. How can I contact ShoeMint Customer Care?

    Customer Care is available Monday through Friday from 9 a.m. to 5 p.m. Pacific Time at 1-888-483-8093 and via live chat on the ShoeMint site. You may also email Customer Care at customercare@shoemint.com.

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Our Shoes and Styles

1. Are all of your shoes made in limited quantities?

   Yes, our shoes are manufactured in limited quantities each month.

2. What kinds of materials are used to make ShoeMint shoes?

   We use only the finest premium materials to make our shoes, which are constructed with the shoe expertise of Steve Madden. We only use real leather, real suede and high-quality stitching. You can find more information in the product details section displayed with each shoe.

3. How often will I receive new selections?

   You will receive an email on the first of each month with your latest selections. You then have 5 days to chose one or more of your selections for purchase or "Skip this Month" at no charge.

4. Will sold-out items ever come back?

   We regularly review our best-selling and most sought-after shoes, and place reorders on occasion. Check our Facebook and Twitter for updates! Since our shoes do tend to sell out quickly, we encourage our Members to review new selections as soon as they are released at the beginning of each month.

5. Can I purchase items from prior months?

   If shoes from prior months are still in your showroom - yes, you may purchase them! But please remember that all shoes are offered in limited quantities, so we encourage reviewing new designs as soon as they are released at the beginning of each month. If you would like us to help you find a particular pair of shoes you've seen in the past, please contact Customer Care.

6. How do I know what size to order?

   Use our helpful size chart to select the correct size. When you measure your foot, make sure you are standing up and wearing the socks or stockings you plan to wear with your new shoes. Some styles may not be available in all sizes. If you need a half size and only whole sizes are available, we recommend ordering the next size up unless otherwise noted in the shoe description. All styles are only available in standard width B.

   US Size	European Size	Foot Length
   5	35	8.5"
   5.5	35.5	8.75"
   6	36	8.875"
   6.5	37	9.0625"
   7	37.5	9.25"
   7.5	38	9.375"
   8	38.5	9.5"
   8.5	39	9.6875"
   9	40	9.875"
   9.5	41	10"
   10	42	10.1875"
   10.5	43	10.375"
   11	43	10.5"

7. How do I care for my shoes?

   Our shoes are made from premium materials, including real leather and real suede. This means that with proper care, you can enjoy your perfect pair for a long time to come.

   • For leather: Treat your leather shoes with a leather conditioner made specifically for shoes.
   • For suede: Treat your suede shoes with a suede protectant (always do a patch test first) and use a suede brush to remove dirt.
   • For patent leather: Use a soft shoe brush to remove dirt, then wash with a mild soap. Condition your patent leather shoes with leather conditioner and polish with wax or shoe polish.

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Orders, Shipping, Tracking

1. What forms of payment do you accept?

   We currently accept Visa, MasterCard, American Express and Discover cards. We do not accept pre-paid gift cards, personal checks or money orders.

2. What are the shipping costs?

   We provide free shipping for orders shipped within the contiguous United States. Additional shipping and handling charges may apply to Alaska, Hawaii and Canada.

3. Do you charge tax?

   Residents shipping to addresses within California are subject to California sales tax. Other United States residents are not subject to sales tax.

4. Where do you ship to?

   We currently ship to all US states, and Canada. We do not ship to APO/FPO addresses.

5. When can I expect my order to arrive?

   For standard orders, it takes approximately 1-3 business days to process your order. Then, once we ship your new shoes, orders shipped within the contiguous United States will arrive in approximately 5-7 business days. Orders shipped to Alaska, Hawaii and Canada should arrive in approximately 7-10 business days.

6. How can I track my order?

   You may track your order under your account settings.

7. How can I modify my order?

   If you would like to change your order, please contact our Customer Care immediately. Customer Care is available Monday through Friday from 9 a.m. to 5 p.m. Pacific Time at 1-888-483-8093 and via live chat on the ShoeMint site.

8. What is your Return Policy?

   If you are not 100% satisfied with your purchase, you may return your unworn shoes within 30 days to exchange for another pair, a ShoeMint credit, or a full refund. Because our designs are highly limited, refunds incur a $9.95 restocking fee. If you choose to exchange for another pair or for a ShoeMint credit, no restocking fee applies. If you have received a defective pair of shoes, ShoeMint guarantees against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify. To return your shoes, please contact Customer Care at 1-888-483-8093 or customercare@shoemint.com. For more details, please read our Return Policy.

9. Can I exchange my shoes for a different pair?

   Yes! To exchange your ShoeMint purchase, simply contact one of our Customer Care Representatives. They are available Monday through Friday, from 9 a.m. to 5 p.m. Pacific Time, at 1-888-483-8093 or customercare@shoemint.com. You may also contact Customer Care via live chat on the ShoeMint site.

10. What if there is something wrong with my new shoes?

    ShoeMint guarantees against manufacturer's defects within 60 days of purchase. Regular wear and tear does not qualify. If you feel your shoes are defective, please contact Customer Care at 1-888-483-8093 or customercare@shoemint.com to exchange for another pair, a ShoeMint credit, or a full refund. No restocking fee applies in the case of manufacturer's defect.

11. Why was my credit card declined?

    If a debit card or check card is used to make a purchase on the ShoeMint website and the purchase is not accepted for any reason, please be aware that most banks will hold the "authorized" funds (counting against the account balance until the authorization clears) even if the order is not accepted by ShoeMint security measures. The most common reason for a failed transaction is that the billing address entered does not match the billing address for the debit/check/credit card being used for payment. ShoeMint's Address Verification System (AVS) security measures will reject any transaction for a billing address mismatch. ShoeMint does not have the capability nor is obligated to release the bank's temporary hold on authorized funds. Since ShoeMint does not have the capability to release the bank's temporary hold of funds, ShoeMint can not be held responsible for the policies of the customer's banking institution regarding the holding of authorized funds. Please note that authorization fund holds last for varying periods, depending on the issuing credit card company's policy. The period may last as little as three days or as long as several months. We strongly suggest that if such a situation arise, that the customer contact the issuing credit card company or bank directly.

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Customer Care and Privacy

1. How can I contact ShoeMint Customer Care?

   Customer Care is available Monday through Friday from 9 a.m. to 5 p.m. Pacific Time at 1-888-483-8093 and via live chat on the ShoeMint site. You may also email Customer Care at customercare@shoemint.com.

2. Is my personal information safe?

   Your safety and privacy is our top priority at ShoeMint. Member data will never be sold to or shared with third-party marketers. Please read our Privacy Policy for more details.

3. How can I unsubscribe from ShoeMint emails?

   To adjust your email notifications or to unsubscribe, click on Email Notifications under your account settings.

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