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 |
| France | 36 | 37 | 38 | 39 | 40 | 41 | 42 | 43 |
| 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?
> Europe
|
EUROPE |
Orders under 300€ |
Orders over 300€ |
|
Relay Point - Mondial Relay |
Free |
Free |
|
Standard Shipping - Colissimo |
5€ |
Free |
|
Express Shipping - DHL |
10€ |
5€ |
We ship to the following countries:
Europe: Austria, Belgium, Bulgaria, Croatia, Cryprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Poland, Portugal, Romania, Slovakia, Sloevia, Spain, Sweden, The Netherlands, United Kingdom.
> Outside of Europe
|
OUTSIDE OF EUROPE |
For all orders |
|
Express Shipping - DHL |
15€ |
We ship to the following countries:
Outside of Europe: Australia, United States, Canada, China, Israel, New Zealand, South Korea, Japan, Taiwan, United Arab Emirates, Hong Kong, Qatar, Singapore, Iceland, Norway, Switzerland, Turkey, Viêt Nam.
Do I have to pay duties & taxes?
Souliers Martinez takes care of all customs charges except in the United Kingdom, Switzerland, and Dubai, where you are responsible for paying duties & taxes to the local authorities. They will contact you via email or regular mail depending on the country.
The carrier will release the goods to you upon payment of duties and taxes.
If you are having any issues with customs, please email 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 contac@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
You can submit a return or exchange request within 14 days of receipt of your shipment. After this period we will not accept any returns.
The merchandise must be returned in the same condition in which it was shipped to receive a full refund. This includes:
- the original packaging
- the box
- any items included in the shoe box (care guide, dust bag, etc.)
Any product sent back to us with signs of wear or use will result in the return being rejected, as we cannot offer these items for sale again. In this case, the goods will be returned to you without reimbursement of the purchase price.
> 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.
> Returning your product
If the return is accepted, you will receive an email within 48h with your return label and all further instructions.
> Receiving your refund or exchange
In the case of an exchange, once your return has been received and processed we will send you your new item. You will receive an email with new tracking information.
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.
- We charge a flat 15€ return fee per item.
- Damaged or missing outer packaging will result in a 5€ additional charge.
- 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.
We would like to inform you that, the items on sale will be able to benefit from an exchange within the limit of available stocks but will not be refunded.
> Custom duties refunds
Customs duties and tax payable to customs authorities by the buyer (e.g. in the UK, Switzerland, or Dubai) are never refunded.