Frequently Asked Questions
Our Shoes and Styles
- Are all of your shoes made in limited quantities?
- What kinds of materials are used to make ShoeMint shoes?
- Will sold-out items ever come back?
- Can I purchase items from prior months?
- How do I know what size to order?
- How do I care for my shoes?
- Do I have to purchase something every month?
- What if I just want to make a one-time purchase?
- What is a Member Credit?
- Do Credits expire?
- Can I apply Member Credits across all Mints?
- How do returns for Member Credits work?
- How do I invite friends to shop?
Ordering, Shipping and Tracking
- What types of payment do you accept?
- Why was my credit card declined?
- Can I change my order after it has been placed?
- Why is my order pending?
- How is my order shipped to me?
- Do you ship to PO Boxes?
- Do you ship outside of the United States?
- How much is shipping?
- Can I rush my order?
- How do I track my order?
- When can I expect my order to arrive?
- Do you charge sales tax?
- What is your Return Policy?
- Can I exchange my shoes for a different pair?
- What if there is something wrong with my new shoes?
Customer Care and Privacy
Our Shoes and Styles
Are all of your shoes made in limited quantities?
Yes, our shoes are manufactured in limited quantities each month.
What kinds of materials are used to make ShoeMint shoes?
We use only the finest luxury materials to make our shoes and accessories, including real leather and suede as well as high-quality prints, fabrics and stitching. You can find more information on each item in the product details section.
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!
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.
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"
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.
Do I have to purchase something every month?
Nope! ShoeMint no longer requires you to sign up for a membership to shop. As of October 31, 2014 you can shop all the mints without incurring any monthly fees - and no need to skip!
What if I just want to make a one-time purchase?
ShoeMint.com is no longer a membership site so you can make a one-time purchase commitment free.
What is a Member Credit?
One ShoeMint Member Credit is worth $79.98 and can only be redeemed in whole amounts. Additional fees such as international shipping, expedited shipping, and processing fees and taxes may be applicable and cannot be paid with Member Credits. We will always apply the maximum number and value of Member Credits you have, per order, up to the order total. If your subtotal is less than the whole amount of the credit value, you have the option to apply your credit(s) to cover your remaining balance. By applying this credit, you will forfeit any remaining value from the credit used.
Do Credits expire?
Yes. A Member Credit will expire one year from the date of purchase and/or issuance. Credits issued by customer service may have a different expiration time, which will be specified upon receipt of such a credit. After a credit expires, you will no longer see it in your total in the Credits section under Account Settings. As of October 31, 2014 you can shop all the mints without incurring any monthly fees and all credits issued after that date will expire as of September 1, 2015.
Can I apply Member Credits across all Mints?
Yes. When you check out, your credits from all Mints will be applied automatically. Member Credits can only be redeemed in whole amounts of the credit value. Additional fees such as international shipping, expedited shipping, processing fees and applicable taxes cannot be paid with Member Credits. We will always apply the maximum number and value of Member Credits per order up to the order total.
How do returns for Member Credits work?
Although Member Credits are universal to all our Mints, all returns for Credits will be returned in the original Mint type. Please keep in mind that returns for Member Credits are at The Lucky Group, Inc.'s discretion and only offered on full-priced items. Sale and promotional items must be returned for the original method of payment or a Mint product of equal value. Exclusions may apply and some products are final sale.
How do I invite friends to shop?
Click "Invite Friends" in your Showroom and send your unique referral link to your friends.
Ordering, Shipping and Tracking
What types of payment do you accept?
ShoeMint accepts Visa, MasterCard, American Express and Discover credit cards from the United States and Canada. We do not accept pre-paid gift cards, personal checks, money orders, or international credit cards (Canadian credit cards are accepted).
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 was not accepted for any reason (failed address verification or failed security code verification), please be aware that most banks will hold the "authorized" funds (counting against your balance until the authorization clears) even if your order was rejected by our security measures. The most common reason for the failed transaction is that the billing address entered does not match the billing address for the debit/check/credit card being used for payment. Our Address Verification System (AVS) security measures will reject any transaction for a billing address mismatch.
ShoeMint does not have the capability nor is it obligated to release the bank's temporary hold on authorized funds. Since we do not have the capability to release the bank's temporary hold, we are not responsible for the policies of the customer's banking institution. Please note that authorization fund holds last for varying periods, depending on the issuing credit card company's policy. The period may be as little as three days or as long as several months. We suggest that the customer contact the issuing credit card company or bank in order to resolve these types of situations.
Can I change my order after it has been placed?
Please contact our Customer Care department at 1-888-258-3339 immediately after you place an order if you would like to submit a request to change your order. Although we cannot guarantee all order changes, we will do our very best to honor your request. If your order has already shipped, you may return it to us by simply labeling the package “Return to Sender” or call our Customer Care department to request a pre-paid return label.
Why is my order pending?
If an order is pending there may be a problem. Please contact one of our friendly Customer Care agents at 1-888-258-3339 Monday - Friday 9am to 5pm PST, or via e-mail at firstname.lastname@example.org
How is my order shipped to me?
Most orders are shipped via the USPS or Canada Post. Expedited orders will be shipped via FedEx
Do you ship to PO Boxes?
Yes! Our packages are shipped via USPS and Canada Post. However, orders that ship via expedited delivery require a physical address and cannot be delivered to PO Box addresses.
Do you ship outside of the United States?
We currently ship to all US states, and Canada. We do not ship to APO/FPO addresses.
How much is shipping?
We provide free shipping for orders shipped within the contiguous United States. Additional shipping and handling charges may apply for orders shipped to Alaska and Hawaii. You will be charged a $19.99 per item surcharge to cover the additional cost of shipping to Canada as well as duties and taxes. As such, you will not be responsible for paying duties and taxes upon delivery of your order. The purchase of any sale item(s) will incur a standard flat shipping rate of $4.99 per order.
Can I rush my order?
Yes (domestic only). We offer three-day shipping on orders shipping to the contiguous United States for a fee of $9.99 per order. Unfortunately, we do not yet offer expedited shipping for orders shipping to Canada.
How do I track my order?
You can easily track your orders by logging into your ShoeMint account, clicking on Account Settings, and selecting Order History. Orders take 1-2 business days for processing and handling before tracking information is made available online.
When can I expect my order to arrive?
A standard order takes approximately 1-2 business days for processing and handling. After that, an order that is then shipped within the contiguous United States should take another 5-7 business days to arrive. Please allow an extra 1-2 weeks for delivery to Alaska and Hawaii. An order shipped to Canada should take 7-10 business days to arrive. An order placed at the start of the month or around special promotions and holidays may take additional time due to increased order volume.
Do you charge sales tax?
Residents shipping to addresses within California, New York, and Illinois are subject to the respective state's sales tax.
What is your Return Policy?
If you are unsatisfied with your ShoeMint selection for any reason please visit our Return Portal to generate a return label. Merchandise must be returned within 30 days of receipt. For all exchange requests, please contact Customer Care. Returned items must be unworn, unused, include all original packaging and must be received before a refund or exchange is issued. All refunds will exclude shipping and handling fees. Regular wear and tear does not qualify for return. Please note that sale items or those purchased as a part of a special promotion must be returned in exchange for the original method of payment or a ShoeMint product of equal or lesser value. Exclusions may apply. Please note: Final sale items are ineligible for return or exchange. For more details, please read our Return Policy. For all Canadian returns or exchanges please contact Customer Care at 1-888-483-8093 or email@example.com.
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 9am-5pm Pacific Time, at 1-888-483-8093 or firstname.lastname@example.org.
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 email@example.com to exchange for another pair, a ShoeMint credit, or a full refund.
Customer Care and Privacy
How can I contact ShoeMint Customer Care?
Customer Care agents are available to assist you Monday through Friday 9am-5pm Pacific Time:
Phone: Call toll-free 1-888-483-8093
How can I unsubscribe from ShoeMint emails?
To adjust your email notifications or to unsubscribe, click on Email Notifications under your account settings.