Shipping & Returns
- Shipping & Delivery (in the US)
UPS Ground: This option is available on all orders. We offer free shipping for orders of $150 and more! Products shipped via standard service are normally delivered within 5-6 business days after ordering.
UPS 2nd Day Air: For an additional charge, we offer this expedited shipping option. Products shipped via two-day service are normally delivered two business days.
UPS Next Day Air: For an additional charge, we offer this expedited shipping option. Products shipped via overnight service are normally delivered one business day after ordering. Overnight delivery is not available for orders shipping to Alaska and Hawaii.
VERIFYING YOUR BILLING & SHIPPING ADDRESS
Your billing name and address must match those on your credit card statement or your credit card transaction may be declined!
For fraud prevention purposes, if your billing and shipping addresses are different, we must verify your shipping address. The reason we do this is to ensure that both you and Paolo Shoes are protected from fraudulent activities. Someone may get your credit card information and your billing address and ship an order to anywhere in the US. Only you, as the cardholder, can add an alternate address on file with the bank and/or credit card company; this keeps our fraud rates down and gives you the peace of mind that you are purchasing/shopping with a company that has your best interest in mind. We may email or call you, to verify order information. If contacted, your order will not ship until we verify it with you.
Please contact the bank that issued your credit card and have your shipping address listed as an alternate address in that bank's memo field. Also, please make sure your credit card issuer bank's phone number is correctly listed in your paoloshoes.com account information.
It is at the discretion of our shipping carrier, UPS, whether or not to require a signature at your delivery location. Our policy, due to the value of the package, is that all orders over $500 are shipped "signature required". For your convenience, we recommend that you sign up for My UPS account that may allow you to waive any signature requirements and/or for UPS Access Point that allows you to select one of many convenient alternative delivery locations in your area (where available).
Please contact customer service if your package has not arrived in the specified ship time. Occasionally packages are returned to us as undeliverable after failed attempts by UPS. When the carrier returns an undeliverable package, we will make every effort to contact you to make arrangements for delivery. We will then require an additional $19.95 payment from you to resend or redirect your package.
- Cancellations, Returns and Adjustments
Contact us immediately if you choose to cancel your order. Please call our store at 415.552.4580, 7 days of the week between the hours of 11am-6:00pm Pacific time, or if outside of these hours, please email firstname.lastname@example.org
If you are not completely satisfied with your paoloshoes.com purchase, we will gladly accept your return. You have 7 calendar days from the receipt of the product to return any items.
To return all or part of your purchase, please contact us to receive a Return Authorization number. Products returned after 7 calendar days from the receipt date or without a Return Authorization number will be refused. All products must be packed in the original unmarked and unaltered packaging including any materials shipped with the product. Please keep the tracking number you are provided so that you are able to verify that we have received your package.
Upon receiving your return, the item will be reviewed. Please note that any items altered, resized, or damaged in any way can not be accepted for return. Returns and packages that are improperly packaged will not be processed for return. Paolo Shoes does not permit the return of worn or used merchandise.
Once we receive and approve your returned merchandise, we will issue a refund (minus any applicable fees and shipping charges) and send you an email confirmation within 5-7 business days of receipt of returned merchandise.
On returns, the shipping cost to both ways is your responsibility and will not be credited to your account. The only exception is if the merchandise is being returned due to a manufacturer defect or was shipped in error.
To exchange any items in your order, place a new order online for the item that you would like, and return the item you wish to exchange. Due to rapidly changing inventory, this will assure that you will get the item and size that you want.
Please feel free to contact us with any questions or concerns you might have.