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 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

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 10 euros 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

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.

We would like to inform you that all items marked as Final Sale or Outlet at the time of purchase are eligible for an exchange, subject to stock availability. These items cannot be refunded. If an exchange is not possible, a gift card will be issued for the value of your order, redeemable on our entire e-shop for any future purchase.

> Refunds

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.

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.

Worldwide refund policy (excluding the United States and the UK)
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 to your refund as a contribution to international handling, restocking and logistical costs. 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.

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 the United States
For US orders, Souliers Martinez also covers all shipping costs, customs duties and local taxes on your behalf at delivery.
These import duties and taxes are paid directly to US customs authorities and cannot be refunded when an item is returned.

To compensate for part of these non-recoverable duties and international handling costs, a flat fee of 75 US $ will be deducted from your refund for returns originating from the United States. A prepaid return label will be provided so that you do not have to take care of anything.

Shipping cost is always refunded. Your refund will cover the full amount paid for the product, minus the 75 US $ flat fee.

Return policy for the UK
For UK orders, Souliers Martinez also covers all shipping costs, customs duties and local taxes on your behalf at delivery.
These import duties and taxes are paid directly to UK authorities and cannot be refunded when an item is returned.

To compensate for part of these non-recoverable taxes and international handling costs, a flat fee of 35 GBP will be deducted from your refund for returns originating from the UK. A prepaid return label will be provided so that you do not have to take care of anything.

Your refund will cover the full amount paid for the product, minus the 35 GBP flat fee.

Shipping cost is always refunded. Your refund will cover the full amount paid for the product, minus the 35 GBP flat fee.