Frequently Asked Questions

ORDERS AND TRACKING

WHERE IS MY ORDER? I NEEEEEEED IT!

We get it—we love shoes too! The waiting game is the worst part. But rest assured, you can easily track the status of your order.

We'll keep you updated by email throughout the shipping process so you always know where your order is and when it has been delivered. You'll find your tracking information on each of these status messages so that you can see the current status with the carrier (i.e., UPS, USPS, FedEx).

If you didn't receive the shipping confirmation email or the updates please contact us so that we can help.

I NEVER RECEIVED AN ORDER CONFIRMATION OR RECEIPT BUT WAS STILL CHARGED. WHAT SHOULD I DO?

This usually happens because the email address entered with the order was accidentally incorrect. If you need confirmation, please contact us with the billing and/or shipping name associated with your order.

HOW CAN I MAKE CHANGES TO AN ORDER I’VE ALREADY PLACED?

If you need to cancel or modify your order please contact us. Our team works incredibly fast so while we’ll do our best to modify orders before they’re out the door, we’re sometimes too fast for our own good. The great news is most items are returnable if you decide not to keep them.

THE SHOE I REALLY WANTED IS OUT OF STOCK. WHAT DO I DO NOW?

We do our best to keep items in stock but some of our styles are popular. If the item you want is out of stock, simply select the “Pre-Order” button to reserve your pair. As soon as your item is back in stock we'll ship them and send your tracking number.

HOW DO I PLACE A LARGE ORDER?

If you're interested in purchasing more than five pairs of shoes then please contact us so that we can provide you with a more accurate quote for shipping and handling charges.

IT LOOKS LIKE MY ORDER HAS BEEN DELAYED. CAN YOU HELP SPEED THINGS ALONG?

The fastest way to resolve any delivery issues is to contact the courier directly. While weather and other unavoidable delays do happen, their representatives will happily assist you in other circumstances.

MY PACKAGE WAS LOST OR STOLEN!

We highly recommend shipping orders to a secure location or postbox to ensure it’s delivered without risk of theft. Once your package has been scanned as delivered, we cannot be held liable and are unable to offer a refund for stolen packages.

However, if your package is lost in transit and hasn’t been scanned as delivered, we’re more than happy to place a claim on your behalf with the courier. A refund or replacement will be issued once the courier has finished their claim investigation process.

RETURNS AND EXCHANGES

WHAT'S THE SHIPPING & RETURN POLICY?

Shipping: Our standard shipping option is FREE on regularly priced items within the continental United States and typically arrives within 5-7 business days. Shipping charges may apply on sale or discount items as specified on related product pages. We offer expedited and international delivery options at the time of checkout.

Exchanges or Refunds: We want you to love your shoes from Charis & Doxa just as much as we do! If you're not completely satisfied with your order, we’re happy to help you request an exchange or refund.

All returns must be requested within 30 days of your delivery date. Items are eligible for return if they are unworn and in the same condition they were received. All items must also be returned in their original packaging. For Charis & Doxa shoe returns on regularly priced items, we’ll send you a prepaid return label to print and attach to your package; otherwise, on sale or discount items the customer is responsible for return shipping. Once we’ve approved and received your return, a refund will be issued to your original payment method. This may take up to 10 business days to process through your bank or credit card issuer. Please note that shipping costs, gift cards, and final sale items are non-refundable.

IT'S BEEN MORE THAN 30 DAYS. CAN I RETURN MY ORDER?

We’re sorry but we are unable to accept returns 30 days after your delivery date

I NEED TO RETURN MY ORDER. WHAT DO I NEED TO DO?

We want to make sure you love your new Charis & Doxas. Thanks to our Love ‘Em Promise, you can request a return within 30 days of your order’s delivery date.

Keep in mind your item must be unworn and in its original packaging. For more information regarding returns, check out our return policy.

Click here to start a return.

CAN I RETURN SALE ITEMS?

Our sale items follow our standard 30-day Love ‘Em Promise, unless indicated otherwise in the checkout process. If an item is non-returnable, you should see a “Final Sale Item” message in your shopping cart with the selected shoe.

IF I WAS GIFTED A PAIR OF CHARIS & DOXAS, CAN I RETURN THEM?

Yes! As a part of our Love ‘Em Promise, we’re happy to return and exchange gifted items, as long as your items are in their original condition and packaging. You can easily begin your gift return here.

MY SHOES ARE DEFECTIVE...

We’ve worked really hard to create quality products intended to last. If you feel you have a defective item, request a return or exchange within 60 days of your delivery date and photo(s) of the defect or damage. Claims for defective items are assessed on a case-by-case basis. We are unable to repair or replace defective items after 60 days from your delivery date.

WHEN WILL MY RETURN BE PROCESSED?

We do our best to process returns within 5 business days from the time we receive your return. Processing times may be longer during special events and promotions. But don’t worry, we promise to send you an email once we’ve processed your return.

HOW LONG DOES IT TAKE TO GET A REFUND, ONCE MY ITEM HAS BEEN PROCESSED FOR RETURN?

Once your item has been approved for return, refunds can take up to 10 business days to process through your bank.

PAYMENT AND SECURITY

IS YOUR SITE SECURE?

Absolutely. Any page where we ask for personal information (like your address, phone number, or credit card) is encrypted with a Secure Sockets Layer (SSL). This means that you, and your information, are safe.

Your credit card information is securely stored by Shopify, our store's platform provider, following industry leading and approved encryption standards. You can read more about their approach to security here. We will never store your information on our servers and are committed to providing you with a safe and secure shopping experience.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

When it comes to payment methods, you have options! We accept American Express, Discover, MasterCard, and Visa

CAN I PAY USING A PREPAID GIFT CARD OR CREDIT CARD?

We accept Visa, MasterCard, and American Express prepaid gift cards. Keep in mind that your gift card may need to be activated before you can make any online purchases. Check the information on the back of your gift card for more details.

DO YOU CHARGE SALES TAX ON ITEMS?

Yes, but only if you reside in California. Per state law, we are required to collect a sales tax of 7.25% for each transaction.

OH NO! MY CREDIT CARD WON'T GO THROUGH. WHAT SHOULD I DO?

We recommend contacting your credit card issuer to confirm you have the correct billing information, an available balance, and that there are no security limitations preventing you from making an online purchase.

I’M HAVING PROBLEMS PLACING AN ORDER WITH A PREPAID GIFT OR CREDIT CARD, WHAT SHOULD I DO?

Unfortunately, we do not accept orders placed with a prepaid credit card or gift card that does not have a billing address associated with it.

If you try to place an order and our system rejects it, this is most likely because a billing address could not be verified. We recommend contacting the issuer of the card to verify that the charge was in fact declined. You may need to have them update the billing address for the card if you wish to attempt an order again. Still having problems? Please contact us and we’ll try to help.

I’M GIVING A PAIR OF CHARIS & DOXAS AS A GIFT. CAN I GET A GIFT RECEIPT WITH MY ORDER?

We do not offer gift receipts at this time. However, we will include a packing slip which won’t disclose any pricing information—so your secret is safe with us.

Didn't find your answer?

Get in Touch
SATISFACTION GUARANTEED
30-DAY MONEY BACK PROMISE
FAST SHIPPING & EASY RETURNS
SECURE ONLINE ORDERING