Thank you for considering Maglieriapelle! We always strive for your complete satisfaction. Here are the most common questions we receive from our customers:
Where are your shoes made?
All our shoes are handcrafted in Istanbul, Turkey by our in-house artisans. You can learn more about our manufacturing process and meet our artisans here.
Can I order a pair that I saw on your Facebook or Instagram page but is not available on the website?
Sometimes we make limited edition shoes and due to high demand, we cannot offer them for sale here on the website. If we are able to make a pair for you, we'll be happy to do so. Email us at email@example.com and we will do our best to accommodate your request.
Can I request a wider / narrower size or send you my footprint?
Our shoe sizes are standard and work well for a large majority of our customers. You can request a wider / narrower size in the comments box on the shopping cart page and we will do our best to make it happen. You can also send us a footprint (drawn on paper) in PDF format. Please email us at firstname.lastname@example.org before ordering so we can help you decide if it's truly necessary.
How closely will the color of my shoe match the pictures on the website? Can I make minor modifications to the shoe design or color?
We always do our best to accurately represent the shoe colors on our website and allow customers to zoom in on the pictures to get the best idea possible. However, due to the hand-painted nature of the shoes, slight differences in colors may occur. In some cases, we may be able to accommodate minor changes to the shoes when you order. Let us know in the comments box on the shopping cart page before proceeding to checkout. Note that some changes may cost extra and if that's the case, we will get your permission before making a pair for you.
I changed my mind after I ordered. Can I cancel my order for a full refund?
You can cancel your order up to 24 hours after placing it for a full refund - just respond to the order confirmation email. We start the manufacturing process after that and since every order is custom, we cannot stop production once it starts. After 24 hours of placing the order, you can only return the shoes after receiving them (see below for the return process).
How much does shipping cost? How long will it take to get my order?
We offer free worldwide shipping and packages typically arrive within 3-5 business days after we ship them. You will receive a shipping notification when your order ships. Please note that we do not ship on Saturdays, Sundays or major holidays. We work with a variety of international carriers and are not responsible for unforeseen or unavoidable delays.
How can I track my order?
You will be able to track your order on our website by logging into your account (if you created it during checkout). We will also email you with a tracking number once we ship your order.
What if I haven't received a shipping notification even though the order status has been changed to Shipped on the website?
Try checking your spam folder. Some email providers might initially mark our emails as spam or categorize them under Updates or Promotions in your inbox. If you still cannot find them, email us at email@example.com.
My tracking number isn't working. What should I do?
Tracking numbers can take up to 24 hours to activate from the time you receive your shipping confirmation. If it's been more than 24 hours and your tracking number still isn't working or you can't see the status on the website under your account, email us and we will assist you.
I am missing something from my order. What should I do?
Depending on the number of pairs in your order, we may ship them separately. You should receive a shipping notification with a tracking number for every shipment. If only a part of the order is shipped, please wait to receive the shipping notification for the rest of the order. If you received a package and are missing any items, respond to your order confirmation email and we will gladly check the status for you.
What if I experience any fitting issues after I receive my shoes?
Your shoe was handmade to order specifically for you. If you are experiencing any fit issues, we will do our best to address them. Normally a tight shoe will stretch once worn for a week or so. You can also consider getting it stretched by your local cobbler. If it’s a bit loose, consider using an insole from your local shoe store, or we can send you one for a nominal price. If you think a smaller or larger size would be best, you can exchange it for a new pair as long as you did not make any modifications to it. Just email us at firstname.lastname@example.org and we are happy to help.
How can I return my shoes?
If you have changed your mind and do not want to keep your shoes for any other reason, you can return them for a full refund (less the shipping cost) within 14 calendar days of receiving them. Again, email us at email@example.com referencing your order number and we will send you specific instructions including the return address and an information form that you can print and include with your return. Please do not return any items without hearing from us as it will delay the process. Note that you will be responsible for exchange / return shipping costs.
Anything I need to remember when returning my shoes?
The shoes must be returned in the same condition as you received them. Please test them for fit on a carpeted or soft surface only. If the shoes are stretched, scratched (leather or sole) or have any signs of being worn other than an initial fitting, we cannot accept an exchange or refund. For your convenience, we photograph every pair before shipping for easy future comparison. Finally, do not forget the shoe box or any accessories (e.g. box, cloth bag, duster or shoe horn) with your return.
What type of return shipment service do you recommend?
We strongly recommend that you use a trackable shipping service and purchase shipping insurance for your return. We cannot be responsible for items lost in transit. Please email us once you have shipped the return package and provide the tracking number so we can process your return as quickly as possible.
What happens when you receive my shoes for an exchange or return?
For exchange requests, we will ship a new pair after receiving the returned pair and verifying its condition. You will be responsible for the return shipping cost and the difference in the price of exchanged and new pairs (if applicable). We will send a confirmation email when we ship a new pair to you.
For refund requests, after verifying the condition of the returned pair, we will issue a refund within 5 business days (sooner in some cases) and will send you a confirmation email. Usually the refund will be reflected on your credit card statement within 2-3 business days. In some cases, it may take longer due to limitations from banks or financial institutions. Note that the original shipping costs will not be refunded unless the return is due to a defect or a quality issue.
For any other questions, please email us at firstname.lastname@example.org.
Use this chart to accurately select your shoe size before ordering:
We recommend that you order the same size that you wear in other leather dress shoes (when ordering leather shoes) and sneakers (when ordering sneakers). If you are between sizes, we recommend ordering the smaller size. For any questions, email us at email@example.com and we are happy to help you find the right size.