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Please contact our Customer Service team on (+1) 5513070037
US Ground (UPS)
US Express (UPS)
New York Same Day (daytime delivery)
New York Same Day (evening delivery)
New York Nominated Day
Before we dispatch your order, we may need to confirm your details with your card issuer and verify your billing and shipping addresses.
First-time orders can only be shipped to the cardholder’s billing address or a corporate work address. To avoid delays, please ensure that your billing details are correct and match the address on your credit card statement.
We are not able to deliver to PO Boxes (including BFPO ) or Freight forwarders.
Once your order has been shipped, we are unable to make any amendments to the address.
Same Day delivery is not available on weekends
With Nominated Day Delivery after checkout you will receive a SMS and email from our delivery partner TOSHI to choose a delivery time that suits you. Deliveries from TOSHI are available on Saturdays and Sundays
For Same Day and Nominated Day deliveries, the option will appear at checkout if these services are available to your address
For all Standard and Next Day orders, you can manage your delivery via the DHL Express On Demand Delivery tool available on the DHL website.
Shortly after shipment of your order, you will receive a notification by email/SMS from DHL with your waybill number (tracking reference). This will include a link to On Demand Delivery (ODD). DHL offers the flexibility to amend your delivery whilst your order is in transit using this tool.
Through the link, you will be able to access and customise your delivery based on the options listed below:
- Schedule Your Delivery: for when you may not be in to receive your delivery, a new delivery date can be selected up to 7 calendar days following the originally scheduled date.
- Vacation On Hold: for times you may be away, a new delivery date can be scheduled, up to 30 calendar days. In destinations where applicable you can also choose an approximate timeframe to receive your delivery.
- Collection from a DHL Service Point: if it’s more convenient, for destinations enabled with this service, you can collect your order from a DHL Service Point/Parcel Locker. DHL will show you the nearest Service Points available, so you can select which one is best for you. They’ll then contact you to let you know when your order is ready to collect, along with how long you have to pick up your delivery. To collect your parcel from a DHL Service Point you’ll need to bring with you two forms of ID:
To avoid any delays with your order, please ensure you select the delivery country before you proceed to Checkout.
We ship to the following countries on a DDP (Delivery Duty Paid) basis. This means all import duties/ customs taxes are calculated and included within the purchase price:
Any local sales taxes applicable will be added at the checkout page:
Shipments to all other delivery countries will be sent on a DDU (Delivery Duty Unpaid) basis. This means you will be liable for any local sales taxes or import duties which may be charged on the delivery of your order.
We stock the Cinderella edit with very limited availability, however, should your size be out of stock, we can handcraft a pair through our Made-to-Order service. In this case the lead time is 6 months.
Further details about the lead times are available on the individual product pages. For any help with placing your Cinderella order please do not hesitate to contact one of our stylists:
Please note that any products purchased with our Made-to-Order Service (including Cinderella styles) are non-refundable and will be shipped independently of any other items purchased within the same order.
Pre-ordered items are not immediately available to be shipped out to you. We provide you with estimated delivery times on the product page of your chosen item, however please note these are guidelines and may be subject to change. Any updates on the estimated delivery time will be communicated to you by our Customer Services team.
If you have purchased a pre-ordered item along with an item that is immediately available on the same order, items will be dispatched as and when they become available.
Items are eligible for returns as long as they meet the requirements of our returns policy.
Fragrance and Beauty:
Due to transportation restrictions, orders containing Beauty products and fragrances can only be delivered within the United States.Please note that fragrance is non-returnable from any location also due to transportation restrictions.