FAQ

Frequently Asked Questions (USA)

Please note that this page is intended for US customers.
For customers outside the US, please click here.

 

General


Are your shoes in men's or women's sizes?

Most of our shoes are in women's unless stated otherwise.
The page will say "men's size... or "women's size..." to differentiate.

 

Are your shoes in US or UK sizes?

Our shoes are displayed in US sizes. You can convert them with our size chart.

 

How does Afterpay work (USA only)?

Afterpay allows you to pay for your purchase over 4 installments due every 2 weeks. In some cases, Afterpay may require a payment upfront.
Please see the Afterpay website for more details.


What does "faux leather" mean?

Pronounced "foe", faux leather simply means non-animal leather. 

 

How do you convert between men's and women's?
The difference is 2 sizes. If you are a men's 10 and the shoe is in women's, order 12.

 

Do you carry half-sizes?

We do not carry half sizes. If you are between sizes, we recommend sizing up.

 

What are your hours of operation?

The Pleaser Shoes customer service representatives are available from Monday through Friday, 8:30AM to 5:00PM PT. We are closed on major US holidays.

 

How does the rewards program work?

Please see our info page on the rewards program here:
https://pleasershoes.com/pages/rewards

 

How do I write a review for a product?

Ten days after you place your order, we will send you an email asking you to review the products you purchased. You have an option to attach photos as well.

 

Do you offer wholesale?

Yes, but Pleaser Shoes associates cannot approve, deny, or otherwise assist with wholesale applications.
Please send an email with your business information to sales@pleaserusa.com for information.


When do you restock items?

Unfortunately, at this time we are unable to provide exact restock dates for our items due to COVID-related logistics uncertainty. Please sign up to be alerted from the product page when something restocks. 
Again, we cannot provide restock dates at this time.
Note: Sale items are rarely restocked.

 

Do you sell extra parts or laces?

Yes, we can ship you buckles, laces, heel tips, or other accessories should you break or lose them for $5 within the USA or $16 elsewhere to cover shipping.
We process this on an as-needed basis so please email us at cs@pleasershoes.com and include all relevant details including your address, item number, color and size. We'll check if we have the part available and get back to you.

 

Can I change my order after it is placed?

No. We do not allow editing of orders at this time. Your order will be cancelled and refunded, and you can place a new order.

 

Shipping


Where do you ship from and do you offer pick-up?

We ship from Brea, California. ZIP code 92821.
We do not offer pick-up.

 

How soon will my order ship?

With the exception of weekends and holidays, we ship expedited orders placed before 1PM Pacific time on the same day.
Ground orders, and orders placed after this cutoff time are shipped the next business day.
Please note: none of our shipping options deliver on weekends.

 

Is shipping free?

Orders over $60: free to the continental US.
Orders under $60: $3.99 to the continental US.
Standard shipping will take between 3-5 business days to arrive.
 

How do I place an international order?

Shop as you normally would. When checking out and filling in your address, your shipping, duties & taxes will be automatically calculated once you enter your shipping address.
Note: for the EU, Canada, UK, Japan, and some others we include duties and tax in the item price.
There will be no additional fees when you receive the package.
 

Do you ship to my country? 

We ship to almost every country. Please click the "Shipping to..." button to find yours.

 

How much does international shipping cost and how long does it take?

Transit times vary by country and service.
The cost of international shipping depends on the size of your order as well as the destination of delivery. Please add the product to your cart, click checkout and enter your address to see the price.
• We are not responsible for lost or stolen packages or packages delayed by the carrier. (See “what if I’m unable to locate my package?” for more information.)
• All international duties and customs fees are due at checkout and are determined by your country. You will pay nothing upon delivery.

 

How do I track my order?

You will receive an email from us confirming your order has shipped. Inside this email you will see a button to track your order.
You will also receive an email when your order is delivered, please recover the package promptly to prevent theft.

 

What if I entered my shipping information incorrectly or it's missing information?

We ship all orders to the exact address provided by the customer. If you notice a mistake with your shipping address, you must notify us immediately. We are not liable for the loss of your package if the address is incorrect or incomplete. Please double-check your order confirmation email for mistakes.

To correct your address please email us at cs@pleasershoes.com. Include your order number and the corrections you would like to apply.

 

How do I know you received my order?

When completing your purchase, an order confirmation screen will appear that says, "Thank you For Your Pleasershoes.com Order". This screen will also include your order number in the format: PS-123456
Additionally, you will receive a confirmation email; please check this email for any errors and notify us right away if something is not right.

 

What if I am unable to locate my delivered package?

Pleaser Shoes is not responsible for any theft or damages once the package is delivered. It is the customer's responsibility to track and locate their delivered package. 
Your shipping confirmation will contain the delivery date and link to track your package via the corresponding tracking website. Failure to notify Pleaser in the case that you are not able to receive your shipment (or the address is incorrect) may result in a loss of the package and the order will not be refunded.

 

 
Shipping costs are subject to change without notice.
If your package is undeliverable, refused, or returned to sender for any reason that Pleaser is not at fault for, $10 will be deducted from your refund and the original shipping charge is not refunded.

 

Returns


Can I return something I bought?

Yes! We accept returns within 90 days of purchase date.* 
Shoes must be returned in new (or just tried on) condition in order to be eligible for a full refund or store credit.
 
Timeline for available refund options is shown below.
0-30 days from purchase: refund or store credit
30-90 days from purchase: store credit only
 
If you'd like to exchange your shoes, please choose store credit when filing the return. You can use this credit to place the new order.
 
For international orders: You are responsible for return shipping. Additionally, duty, tax and original shipping are not refunded. Please contact your local tax authority for VAT refunds.

 

How do I start my return?

If you'd like to return something you've purchased from PleaserShoes.com, please click here to file your return.
For international orders, click here to start your return.
Returns are always free if your order is over $100.
If your original order value is under $100 and you do not want store credit, $5 will be deducted from the refund to cover shipping.

  

When will I get my refund? 


Once your item arrives at our warehouse we will authorize your refund within 2 business days.
We can not guarantee when your refund will appear in your bank account. This varies by bank and can be up to 5 business days.

 

How does my refund from Afterpay work?

If you used Afterpay and request a refund to your card, you will be refunded the amount you have paid up to the point that we receive your return. Unpaid future payments will also be cancelled.

If you used Afterpay and request a store credit, you will receive store credit for the full amount of the order. You will also be required to complete all of the payments to Afterpay because we're crediting you the full amount of the order.

 

Why is there a fee to return my order?

For orders in the US, we provide a prepaid return label for you. You are responsible for packaging the return. We do not reimburse boxes, tape, or packing materials.
If your order was under $100 and you do not want store credit, $5 will be deducted from the refund. This is the only time there is a fee.
If you would like to exchange, please pick store credit and order your new shoes with the credit.
Your original shipping fee is not refunded unless the item was delivered after the guaranteed date or the item was defective.

 

What if I want to exchange for another size or color of the same shoe?

We do not offer exchanges. Please file your return and choose store credit. Once issued, use the credit to order the new pair. Your store credit will be in the form of a 16-digit code sent to the email on the original order.
 
 
If multiple fraudulent returns are detected, we reserve the right to restrict all returns from your account.