Frequently Asked Questions
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 always displayed in US sizes. You can convert them with our size chart.
What does "faux leather" mean?
Pronounced "foe", faux leather simply means artificial leather.
How do you convert between men's and women's?
The difference is 2 sizes. If you are a men's 10 then you would need a women's 12. If you are a women's 10 you need a men's 8.
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?
We are open 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?
Approximately 10 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.
Note: if you are unsubscribed from our mailing list you will not receive this email.
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. Please sign up to be alerted from the product page when something restocks.
Note: Sale items are rarely restocked.
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. This includes changing the size of the item you ordered.
Shipping
Where do you ship from and do you offer pick-up?
We ship from Brea, California, United States ZIP code 92821.
We do not offer pick-up. Sorry, no visitors.
What is Route Package Protection?
Please visit our Route FAQ page to learn more about Route Package Protection.
How soon will my order ship?
With the exception of weekends and holidays, we ship Next Business Day orders placed before 1PM Pacific the same day.
Priority/Express orders typically leave our warehouse within 1 business day.
Standard orders typically leave our warehouse within 2 business days.
We do not ship on weekends, nor do our carriers guarantee delivery on weekends (in the USA).
Do you ship to PO Boxes (USA)?
Yes we do. However you must choose the USPS option at checkout; you cannot expedite a shipment to a PO box. This means you cannot use Priority or Next Business Day.
I don't have a tracking number yet, is something wrong?
We don't send you the tracking number for your shipment until it is about to leave our warehouse.
Remember, the delivery time shown to you at checkout (and in your order confirmation) is how long the order will take from the moment you placed it until when you receive it. This includes processing time prior to shipping. Rest assured we adjust these estimates based on warehouse capacity and estimated demand (during the holidays or promotions for example).
Is shipping free?
Orders over $60: free standard shipping to the contiguous US.
Orders under $60: $3.99 standard shipping to the contiguous US.
Free expedited shipping promotions are limited to the contiguous United States (lower 48).
Sorry, there is no free shipping outside of the USA.
How do I place an international order?
Ensure that the country selector at the bottom of our website correctly detects your location. Then, shop as you normally would.
During the checkout process, your shipping fees, 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.
Do you ship to my country?
We ship to most countries. Please scroll to our website footer and look through the list of available shipping countries and select yours if not already chosen.
How much does international shipping cost and how long does it take?
Transit times vary by destination, service level, and on the size of your order. Please add the product to your cart, click checkout and enter your address to see the calculated price.
We are not responsible for lost or stolen packages or packages delayed by the carrier if you opted out of Route Package Protection.
All international duties and customs fees are due at checkout and are determined by your country. You will pay nothing upon delivery.*
*Unless you manually opted out of prepayment. Additionally, some countries do not allow prepayment and you will be notified of this before completing the order.
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 do NOT have to use the Route app to track your order.
What if I entered my shipping information incorrectly or it's missing information?
We ship all orders to the exact address provided by you. Please check your order confirmation! If you notice a mistake with your address, you must notify us immediately. We are not liable for the loss of your package if the address is incorrect or incomplete.
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-1234567
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?
If you purchased Route Package Protection, please click here to begin a claim.
If you did NOT purchase Route Package Protection:
Pleaser Shoes must contacted within 7 business days of the alleged delivery date to file a lost package claim.
Pleaser Shoes is not responsible for any theft once the package is delivered. It is the customer's responsibility to anticipate, track, and recover 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 (or theft) 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, the original shipping charge is not refunded.
Afterpay (USA)
How do I use Afterpay?
You may select Afterpay as a payment option at the final stage of checkout where you would normally enter your credit card number.
Why can't I select Afterpay at checkout?
If you use an auto-filled checkout like Apple Pay or Shop Pay, you will not be able to select Afterpay. Please restart the checkout process and enter all your details manually. (You may need to click "checkout as guest" near the bottom.)
What if I return something I bought with Afterpay?
If you make a purchase with Afterpay and decide to return it, we recommend you choose "original payment" when making your return.
If you choose store credit you will still be required to pay the remainder of the payments, because the store credit we issue will be the full value of the order.
Once we receive and process your return, we will refund the payments you have made and you will not be charged again.
Why wasn't I approved for Afterpay?
Afterpay uses their own screening process that we have no control over. If they deny your application, we are unable to assist.
Returns
[return policy page]
Can I return something I bought?
Yes! We accept returns within 45 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**.
If you'd like to exchange your shoes, choose store credit when filing the return. You can use this credit to place the new order.
For international orders: We provide you a return shipping label, the cost of this label is deducted from your refund. Additionally, duty, tax and original shipping are not refunded. Please contact your local tax authority for VAT refunds.
*Closeout/final sale items are not eligible for returns.
**Store credit cannot be exchanged for cash.
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.
We will email you a prepaid shipping label to return your order.
We charge approx. $7 per item for restocking (maximum $20 for 3 or more pairs) unless you are returning for store credit (no fee).
Additionally, your original shipping cost will not be refunded unless the item was defective or delivered late.
What if my shoe is defective?
Please notify us within 15 days of any potential manufacturing defects prior to wearing the shoes. All defect claims must be done through email, please do not simply return the item as our returns department may reject it due to the damage.
If your shoes are worn and you believe a defect has occurred/become apparent, you may still email us a photo of the issue with your order number to CS@pleasershoes.com. These cases are handled on a case-by-case basis at our sole discretion.
Do not attempt to return any used merchandise, it will be rejected per our return policy; follow the above instructions for a resolution.
When will I get my refund?
Once your item arrives at our warehouse we will authorize your refund within 5-7 business days.
We can not guarantee when your refund will appear in your bank account as this varies by bank up to an additional 5-7 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 authorize your refund. 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 domestic orders (USA), we provide a prepaid return label for you. You are responsible for packaging the return. We do not reimburse you for boxes, tape, or packing materials. We charge $6.95 per item for this label (up to maximum $20) unless you are returning for store credit (no fee).
Your original shipping fee will not be refunded unless the item was defective or delivered late.
For international orders, the DHL label fee is shown to you prior to authorizing the return. This amount will be deducted from your refund once we authorize your refund.
Some markets offer the choice between a prepaid DHL label and "self-postage". This means you are liable for any fees associated with the return. You are simply given our address and an RMA#.
In either case, the original shipping fee is not refunded unless the item was defective.
