FAQ
Do you have any offline store locations?
Please note that we do not have a store or our own at the moment, but you can check out our resellers.
You will find the complete list of our resellers here : stockists
How do I know my size?
| US | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 |
| UK | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 |
| Italy / Europe | 35 | 36 | 37 | 38 | 39 | 40 | 41 | 42 |
| CM | 22,5 | 23 | 23,7 | 24,4 | 25 | 25,7 | 26,4 | 27 |
Please feel free to get in touch with our Customer Service team at contact@souliersmartinez.com for personalized advice.
What payment methods do you accept?
- Visa
- MasterCard
- American Express
- Apple Pay
- E-Gift cards (in the form of a discount code)
All of our prices are in Euros.
Gift cards are available in amounts ranging from 150€ to 500€. An email containing the unique gift card code will be sent to the email address entered during checkout. If you would like a different email address to receive the gift card, please send us an email at contact@souliersmartinez.com.
How much does shipping cost and where do you ship?
> France
|
FRANCE |
Orders under 300€ |
Orders over 300€ |
|
Colissimo Signature |
8,90€ |
FREE |
|
Chronopost |
16€ |
16€ |
|
Express DHL 24H |
19.90€ |
19.90€ |
> Europe
|
EUROPE |
Orders under 300€ |
Orders over 300€ |
|
Colissimo Signature |
15€ |
Free |
|
Express DHL 24H |
20€ |
20€ |
We ship to the following countries:
Europe: Austria, Belgium, Bulgaria, Croatia, Cryprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Sloevia, Spain, Sweden, The Netherlands, United Kingdom.
> United Kingdom - Switzerland
| UK & Switzerland | Orders under 500€ | Orders over 500€ |
| Express DHL | 25€ | Free |
> U.S.A. - Canada
| U.S.A. & Canada | For all orders |
| Express DHL | 25€ |
> Rest of the World
|
Rest of the world |
For all orders |
|
Colissimo Signature |
40€ |
|
Express DHL 24H |
40€ |
We ship to the following countries:
Rest of the world: Australia, China, Israel, New Zealand, South Korea, Japan, Taiwan, United Arab Emirates, Hong Kong, Qatar, Singapore, Iceland, Norway, Turkey, Viêt Nam, Ukraine, Brazil, South Africa, Saudi Arabia, Brunei, Oman, Kuwait.
Do I have to pay duties & taxes?
International orders : duties, taxes
For all international orders, the price you see at checkout is the final price.
Souliers Martinez fully covers shipping costs, customs duties and local taxes to offer you a seamless, worry-free Delivered Duty Paid experience.
Souliers Martinez takes care of all customs duties, import taxes and clearance fees for deliveries to the United States, the United Kingdom, Switzerland and Dubai. All applicable charges are fully covered by us and included in the final price displayed at checkout.
You will never be asked to pay any duties or taxes upon delivery, and the carrier will release the parcel without requesting additional payment.
If you experience any issue with customs or delivery, please contact us at contact@souliersmartinez.com
When will I receive my order?
> Order confirmation
Your order is confirmed as soon as you receive a confirmation email containing your order number and a summary of your payments. If you haven’t received anything please check your spam.
> Order processing
Orders are processed within 24-48h (working days only).
> Order tracking
As soon as the order is shipped you will receive an email with tracking information. Please check your spam.
You can also track your order by heading to your customer account then clicking on the order number.
> Delivery time
|
EUROPE |
Express Shipping DHL |
Standard Shipping COLISSIMO |
Relay Point Shipping MONDIAL RELAY |
|
Austria |
2- 3 days |
3 - 4 days |
|
|
Belgium |
1- 2 days |
3 - 4 days |
3 - 6 days |
|
Bulgaria |
1- 2 days |
||
|
Croatia |
1- 2 days |
||
|
Cyprus |
1- 2 days |
||
|
Czech Rep. |
1- 2 days |
4 - 5 days |
|
|
Denmark |
2 - 3 days |
4 - 5 days |
|
|
Estonia |
1- 2 days |
6 - 7 days |
|
|
Finland |
1- 2 days |
||
|
France |
2 - 3 days |
2- 3 days |
3 - 6 days |
|
Germany |
1- 2 days |
5 - 6 days |
|
|
Greece |
1- 2 days |
||
|
Hungary |
4- 5 days |
5 - 6 days |
|
|
Ireland |
2 - 3 days |
4 - 5 days |
|
|
Italy |
1- 2 days |
3 - 5 days |
|
|
Kosovo |
1- 2 days |
6 - 7 days |
|
|
Latvia |
1- 2 days |
6 - 7 days |
|
|
Liechtenstein |
1- 2 days |
3 - 4 days |
|
|
Lithuania |
1- 2 days |
5 - 6 days |
|
|
Luxembourg |
1- 2 days |
3 - 4 days |
3 - 6 days |
|
Malta |
1- 2 days |
||
|
Monaco |
1- 2 days |
2 days |
|
|
Poland |
1- 2 days |
5 - 6 days |
|
|
Portugal |
1- 2 days |
4 - 9 days |
3 - 6 days |
|
Romania |
1- 2 days |
|
|
|
Slovakia |
1- 2 days |
4 - 5 days |
|
|
Slovenia |
1- 2 days |
5 - 6 days |
|
|
Spain |
1- 2 days |
3 - 7 days |
3 - 6 days |
|
Sweden |
1- 2 days |
4 - 6 days |
|
|
The Netherlands |
1- 2 days |
3 - 4 days |
3 - 6 days |
|
United Kingdom |
2 - 3 days |
3 - 4 days |
We inform you that MONDIAL RELAY has decided to reduce the time of custody of parcels in Relay Points and lockers to 8 days from 1 November 2022.
|
OUTSIDE OF EUROPE |
Express Shipping DHL |
|
Australia |
6 - 7 days |
|
United States |
4 - 5 days |
|
Canada |
8 - 7 days |
| China | 6 - 7 days |
|
Israel |
4 - 5 days |
|
New Zealand |
6 - 7 days |
|
South Korea |
5 - 6 days |
|
Japan |
5 - 6 days |
|
Taiwan |
5 - 6 days |
|
United Arab Emirates |
3 - 4 days |
|
Hong Kong |
3 - 4 days |
|
Qatar |
3 - 4 days |
|
Singapore |
5 - 6 days |
|
Iceland |
2 - 3 days |
|
Norway |
2 - 3 days |
|
Switzerland |
1 - 2 days |
|
Turkey |
4 - 5 days |
What do I do if there is an issue with delivery or with my product?
> My parcel was delivered to the wrong collection point
Unfortunately, we do not have the capacity to transfer the goods to another relay point once the delivery is made.
If you are unable to pick up your package, the goods will be returned to us within 14 days. Our customer service will get back to you to check if you want a return or a refund.
> My parcel is missing, lost or has been returned to sender
Please get in touch with our Customer Service team at contact@souliersmartinez.com. Our team will then contact the delivery company to resolve the issue.
> The product received was damaged or faulty
If you believe the product is faulty or was damaged in transit, please contact our customer service department at contact@souliersmartinez.com with the following information:
- the order number,
- photos highlighting the defect on the product
How do I return or exchange my order?
> Return conditions
How do I return or exchange my order?
Return conditions
You may submit a return or exchange request within 14 days of receiving your order. After this period, we will be unable to accept any returns.
To qualify for a full refund, all merchandise must be returned in the exact same condition in which it was delivered. This includes all original components:
• the original shoebox
• the outer shipping box
• any items included inside the shoebox such as dust bags, or protective elements
Packaging requirements
To protect the shoes during transport and ensure they remain in perfect condition, the product must be repacked exactly as received. This is essential for us to accept your return.
Please ensure the following:
• The shoes must be stuffed with the original paper and fitted with the original cardboard inserts, placed correctly inside each shoe.
• The pair must be positioned exactly as originally packaged in the shoebox to prevent any movement during transit.
• The shoebox must be placed inside the original outer shipping box, or an equivalent box offering the same level of protection.
• The packaging must fully protect both the shoes and the shoebox from any damage during transport.
Condition of the product
Before submitting your return, you must notify us of any visible imperfections, such as scratches, creases, stains or any other defect you may have observed upon receipt.
If this information is not communicated beforehand and our quality control team identifies wear, damage or any signs that the product has been used or mishandled, we will unfortunately be unable to accept the return. In such cases, the item will be sent back to you and no refund will be issued.
Damaged / Missing packaging
Please note that if the product is returned with a missing dust bag or damaged shoebox due to insufficient protection during transport, a flat fee of 20 euros for each pair of shoes will be deducted from your refund to cover the cost of restoring or replacing the packaging.
> Submitting a return/exchange request
Submit your return request via this online form: https://account.souliers-martinez.com/.
By entering the email address you used to place your order, you will receive a unique access code to connect to your customer area and access your orders to request an exchange or return.
If you have any issues using our return form, don't hesitate to contact our customer service at contact@souliersmartinez.com.
> Exchanges
Free size exchanges in the European Union
We offer free exchanges for the same style in a different size within 14 days of receiving your order. The process is entirely handled by Souliers Martinez. Once your exchange request is approved, we will send you a prepaid return label so that you do not have to arrange anything yourself.
As soon as we receive and inspect the returned item, we will ship the requested size at no additional cost.
If the requested size is no longer available, the exchange cannot be processed and your return will automatically follow our standard return conditions.
Exchanges outside the European Union
Due to the current international economic and shipping context, and the significant increase in transport costs, Souliers Martinez is temporarily unable to provide prepaid return labels for orders shipped outside the European Union. This policy applies until further notice.
Size exchanges are accepted outside the European Union within 14 days of receiving your order. We offer exchanges for the same style in a different size, subject to stock availability. Once your exchange request is approved, you will be responsible for returning the item to us using the carrier of your choice. We will ship the requested size at no additional cost.
We recommend using your local postal service whenever possible, as international returns through express carriers such as DHL, UPS or FedEx can be significantly more expensive.
If the requested size is no longer available, the exchange cannot be processed and your return will automatically follow our standard return conditions.
Return address :
> Returns
Submit your return request via this online form: https://account.souliers-martinez.com/.
By entering the email address you used to place your order, you will receive a unique access code to connect to your customer area and access your orders to request an exchange or return.
If you have any issues using our return form, don't hesitate to contact our customer service at contact@souliersmartinez.com.
In the case of a return, once your return has been received and processed you will be refunded within 10 days, assuming no issue has been found with the returned product.
Please note that depending on the carrier used for the return shipping delays may be expected.
- If you used a e-gift card to pay for the purchase, we will credit the refund to the gift card. In any other case we will refund the payment method used for the order.
Return policy for order in the European Union
If you wish to return your order, we make the process as simple as possible. We provide a prepaid return label and apply a flat fee of 20 euros per pair of shoes.
You will not have to arrange or pay anything yourself.
Your refund will be issued for the full amount paid for the product, minus the 20 euro flat fee per pair of shoes
Standard shipping costs are always refunded. However, if you selected an optional paid express shipping service at checkout, this additional express fee is non-refundable.
Return policy for orders outside the European Union
Due to the current international economic and shipping context, and the significant increase in transport costs, Souliers Martinez is temporarily unable to provide prepaid return labels for orders shipped outside the European Union. This policy applies until further notice.
If you wish to return your order. You may initiate a return within 14 days of receiving your order. Returns from outside the European Union must be arranged and paid for by the customer.
We recommend using your local postal service whenever possible, as returns with DHL, UPS, FedEx or other express couriers are usually significantly more expensive.
Once we receive and inspect the returned item, your refund will be issued for the full amount paid for the product
Standard shipping costs are always refunded. However, if you selected an optional paid express shipping service at checkout, this additional express fee is non-refundable.
Return address :
> Outlet
Outlet and Final Sale items within the European Union
Items marked as Outlet or Final Sale at the time of purchase may be returned within 14 days of receiving your order, in accordance with your statutory right of withdrawal for online purchases.
These items may also be exchanged for another size, subject to stock availability.
Please note that for Outlet and Final Sale items, Souliers Martinez does not provide prepaid return labels for returns or exchanges. The return shipment must be arranged and paid for directly by the customer.
We recommend using your local postal service whenever possible, as returns with DHL, UPS, FedEx or other express couriers are usually significantly more expensive.
Once we receive and inspect the returned item, your refund will follow our standard refund conditions.
If you prefer, you may choose to receive a gift card for the value of your returned item, redeemable on our entire e-shop for a future purchase. This option is offered as an alternative to a refund and is subject to your express agreement.
After the 14-day withdrawal period, Outlet and Final Sale items cannot be returned, exchanged or refunded, unless the product is faulty or does not comply with your order.
Return address :
Outlet and Final Sale items outside the European Union
For orders shipped outside the European Union, items marked as Outlet or Final Sale at the time of purchase are not eligible for a refund to the original payment method. A gift card will be issued instead, subject to compliance with our return conditions.
These items may be returned within 14 days of receiving your order in exchange for a gift card only, redeemable on our entire e-shop for a future purchase.
Please note that for Outlet and Final Sale items, Souliers Martinez does not provide prepaid return labels for returns or exchanges. The return shipment must be arranged and paid for directly by the customer.
We recommend using your local postal service whenever possible, as international returns with DHL, UPS, FedEx or other express couriers are usually significantly more expensive.
Once we receive and inspect the returned item, a gift card will be issued for the value of the returned item, provided that the product is returned in perfect condition and in its original packaging.
If the product is faulty or does not comply with your order, please contact our Customer Service team. In this case, your request will be handled separately in accordance with applicable consumer protection laws.
Return address :