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FAQ

COVID-19 UPDATE

We take our responsibility to our employees, clients and the global community very seriously, whilst working to deliver the very best in client experience.

As we enter this new phase, we will continue to monitor and review all precautionary measures and make any necessary changes.

Whilst our smiles may be hidden behind masks, we are overjoyed to continue to offer our handmade shoes.

If you have any questions, please contact Hello@MaxineShoes.com or visit our FAQ section below.

 BREXIT UPDATE

All orders to the UK will be shipped from a UK warehouse, so no customs or additional costs will apply. 

Orders to all other countries will remain to be shipped from Italy and Germany.

How do I make a purchase on www.MaxineShoes.com?

Making a purchase is easy. Simply select your items, along with size, click “add to cart” 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

Before you start shopping, we recommend that you read our Terms and Conditions.

Where are Maxine Shoes produced and from where are orders shipped?

All our shoes are sourced and handmade in Italy. UK orders are shipped from a UK warehouse. All other orders are shipped from Italy and Germany.

IS MY SIZE IN STOCK?

Most shoes are in stock and will be available for purchase. When your size is currently not in stock, but expected to arrive soon, you will be shown a pre-order option. This will lead you to checkout to place your order. Shipping times per style are shown on the according product pages.

Should your selected style be sold out, 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 is not 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 is currently not in stock. We do however offer pre-orders on select styles and sizes. This option will be shown to you when selecting your size.

Alternatively, please add your email to our stock alerts and we will let be in touch.

How do I know if my new item will fit?

Every item on www.MaxineShoes.com has a size guide and fit recommendation on the product page. Our sizes are based on the Italian sizing system.

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 is worth it!

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

Should you have any questions or need assistance, please contact our Customer Care team.

If the item you order does not fit you, please be assured you can return it using our free returns service. Please refer to our Returns Policy.

What is Bespoke?

We offer a custom and bridal design service. Once we know the occasion and timeline for your special pair, we will schedule an initial (virtual) meeting to hear more about your vision.

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

Will Brexit affect my order?

Please be assured that, despite Brexit, no additional duties or taxes will be added to your order. The price you see at the checkout is the price you will pay. We may experience slight delivery delays with our courier, however, our online store is operating as normal.

HOW DO I GIFT A PAIR OF MAXINE SHOES?

Please mention your desired text in the comment box at checkout and we will hand write a card for your special someone. 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 send us an email!

Do you ship to my country or region?

We currently offer free worldwide shipping. Kindly note we cannot ship to PO Boxes.

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. 

How long does it take for order processing and delivery?

COVID 19 UPDATE: Orders processing and delivery times are currently operating as normal, however we may experience some minor delays to the timeframes detailed below.

We offer complimentary express shipping. You will receive an email containing the tracking details as soon as your item is ready to be shipped.

Please note that order processing times may take up to 1 business day and a further 2-4 days for delivery. If you are located within the EU or a major city you may receive your order the next day.

Kindly note that for delivery to rural areas may take slightly longer.

How much will I be charged for shipping?

We currently offer free worldwide shipping. Kindly note we cannot ship to PO Boxes.

When will I be charged for my order?

Payment is instant at checkout. We accept Visa, Visa Debit, Mastercard, Maestro and American Express. You can also choose to pay via PayPal.

If you cancel your order or return your order, we will refund you through your original payment method. Please allow up to 5 working days to receive your funds.

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.

How will I know my order has been received?

You will receive a confirmation email once you have placed your order. Payment for the products and all applicable delivery charges will then be taken.

Can I cancel my order?

Except in relation to certain types of products, Maxine Shoes is happy to accept cancellations, for any reason, at any time before your order is shipped and up to 14 days afterwards beginning on the day after you receive your purchase (“cooling off period”). For further details, please see our Returns Policy.

HOW DO I GET IN TOUCH?

Please email customercare@maxineshoes.com or use our website chat.

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

We aim to answer emails within 24 hours.

Please note that we cannot take orders over the phone.

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