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FAQ

HOW DO I BUY A PAIR OF THESE FABULOUS SHOES?

Making a purchase is easy. Simply select your items, along with size, click “add to bag” and then “proceed to checkout”.  Follow the straightforward prompts on the screen. You have the choice to sign up or check out as a guest. If you have any queries, please contact customer service at customercare@maxineshoes.com

 

HOW DO I GET THE RIGHT SIZE?

Our sizes are based on the Italian sizing system. We have a size conversion and dimension chart for you on every product page. We recommend that you measure your foot to make sure you find the perfect fit.

To measure yourself, ideally use a measuring tape. Step onto the tape whilst sitting with your knee in in a 90° angle - we know it sounds specific - but it´s worth it!

If you are still not sure, feel free to reach out to us via email and we will be happy to help!

 

HOW DO I GET IN TOUCH?

Please email customercare@maxineshoes.com

Our opening hours are Monday-Friday 9.30am – 6pm UK time (UTC+00:00 to be exact).

We aim to answer emails within 24 hours.

Please note that we cannot take orders over the phone.

 

IS THERE A STORE OR RETAILER?

We are working hard on our future pop-up occasions to showcase our lovely shoes. Nevertheless, our focus lies on building our e-commerce. Please follow us on Instagram and sign up for our Newsletter to stay tuned!

 

I KNOW WHAT I WANT! HOW DO I FIND A SPECIFIC ITEM?

If you know exactly what you are looking for please click on “Search” and enter the style name or product code in the search box.

Alternatively, once you are looking at Allshoes you can select a category from the filter bar.

 

IS MY SIZE IN STOCK?

Most shoes are in stock and will be available for purchase. When your size is not in stock, you may choose to request to order your size. Please do so by using the “request order” button. Alternatively, you may sign up for stock alert notifications.

Please be aware that even if a product is in your shopping bag, it isn’t reserved and will therefore be available to other customers whilst you are browsing.

 

WHAT IF AN ITEM IS OUT OF STOCK?

If you can see a line through a certain size, it has sold out. Not to worry - we are doing our best to get your dream shoe delivered to you!

Please add your email to our stock alerts and we’ll let you know if we have more production happening. Alternatively, if you wish to request to order your size, please use the “request order” button to get in touch with our team.

 

CUSTOM? YES PLEASE! HOW DO I GET A PAIR?

We offer a custom and bridal design service. Once we know the occasion and timeline for your special pair, we will schedule an initial meeting (or call if you are too far away) to hear more about your vision.

Please find more information and a contact form here. Alternatively, please contact bespoke@maxineshoes.com with any queries.

 

HOW DO I GIFT A PAIR OF MAXINE SHOES?

Please mention your desired text (we will hand write a card for your special someone) and let us know the address in the comment box at the check out page. We do not offer gift wrapping, but trust us our packaging is colourful enough and fun to unwrap… paper would just be in the way!

With any special requests or queries, please shoot us an email!

 

WHICH PAYMENT OPTIONS DO I HAVE?

We accept Visa, Visa Debit, Mastercard, Maestro and American Express. You can also choose to pay via PayPal.

We are based in the UK and your card issuer may see your payment as an international transaction and charge you accordingly. For further details on this please contact your card issuer directly.

 

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

Our webshop is as safe as we can possible make it. All transactions use SSL encryption.

 

HAS MY ORDER GONE THROUGH?

After you place your order, you will receive an email of confirmation from us along with your order number.

Payment for the products and all applicable delivery charges will then be taken.

After your details have been verified and the item(s) located, your order will then be shipped.

In the unlikely event that any of the item(s) you have ordered be unavailable you will be quickly informed of the out-of-stock style(s) and your payment for the item(s) will be refunded.

 

CAN I ADD ITEMS TO AN EXISTING ORDER?

We are flattered you desire more! Unfortunately we cannot add products once an order is confirmed.

Please note you may cancel your order if you wish. For more information, please see our Terms & Conditions.

 

WHERE CAN I GET MY SHOES SHIPPED?

Wherever you need us - we´ll make it happen! We promise to do our best to get your beauties to your location, no matter where you might be! Thank you DHL for worldwide Express shipping!

Please note that we cannot send orders to PO Boxes or Freight Forwarding Addresses.

 

CAN I TRACK MY ORDER?

Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number for DHL. European deliveries take 24-36 hours, whilst International take up to 5 days.

 

DO I HAVE TO SIGN FOR THE DELIVERY OF MY ORDER?

Yes, we require a signature for all Maxine Shoes orders. If the delivery date and time should not be convenient, you may change this using your DHL tracking code.

 

WHAT IS MY WISH LIST?

In your Wish List you can save and keep track of your favourite items. Please note that a profile is required to start a Wish List with Maxine Shoes.

 

WHAT HAPPENS WITH MY PERSONAL INFORMATION?

Please be assured that we consider all of the information you share with us to be totally private and confidential.

At no point will we share, rent or sell your personal information without your consent.

 

IN WHAT PACKAGING WILL I RECEIVE MY SHOES?

We do our best to make your unboxing experience worth the wait! Your order will arrive in a Maxine Shoes box (trust us - opening our box will feel like Christmas no matter what time of year) and a pair of our branded dust bags. Most shoes come with shoe trees to keep them beautiful and in shape so you can continue to dance through your nights (and days).

 

DO I HAVE TO PAY DUTY AND IMPORT CHARGES?

If your order is being delivered outside of the EU it will not include the UK Tax and you will be charged a customs and import fee. These are your responsibility to pay where they apply and sadly we have no influence over this.

 

WHAT CURRENCY WILL I PAY IN?

The total of your order will be in Pounds Sterling.

Please note that if your credit or debit card is in a different currency the total of your order will be converted into that currency.

There may be associated charges with this from your card issuer. The daily exchange rate will also be reflected (and sadly we have no influence over this as well).

 

HOW CAN I KEEP MY SHOES SHINY AND FABULOUS FOREVER?

At MAXINE we source the best materials for our products to ensure they are both wonderful and durable. You will receive a care guide with every order to help you get the most out of your shoes.

When trying shoes on, please only do so on carpet.

You will also receive an extra pair of heel tips for your new lovelies. Please make sure that only a cobbler replaces these (we only wish the best and professional treatment for your Maxine Shoesies). If you have any queries, please reach out by email.

 

NOT SURE? HOW CAN I RETURN MY SHOES?

At MAXINE we understand that not every shoe fits every foot (we have heard of Cinderella), which is why returns are on us. If you have an issue or are not sure about the fit, please reach out to customercare@maxineshoes.com and we will  be happy to help or send you a return label for your order.

Please note that we must be notified no later than 7 working days after receival of our goods in case you would like to return. For more information, please see our Terms & Conditions.

 

SOMETHING WRONG?

We check the quality of every pair before sending.

If however, you receive faulty purchased products, you have the right to ask for a repair, exchange, reduction in the price or a full or partial refund, in accordance with United Kingdom Sale of Goods Act 1979.

Please email customercare@maxineshoes.com with images of any of your purchases, which you consider have been delivered faulty.

Products are “faulty” if they do not conform to the implied terms under the United Kingdom Sale of Goods Act 1979, which require that our products must correspond to their description and be of satisfactory quality.

NEED HELP?
In need of assistance? Contact one of our customer service team.
Email us