HOW LONG DOES IT TAKE FOR MY ORDER TO BE PROCESSED?

Orders are processed within 24 hours and are sent to our manufacturer within 2 days of an order being placed. 

HOW CAN I CHANGE/CANCEL MY ORDER?

Please email support@stephaniejadelondon within 48 hours of placing your order if you need to change or cancel your order. After your order has been sent to the manufacturer to be made, unfortunately we will not be able to amend it.

DO YOU ACCEPT RETURNS?

As our shoes are made to order, we only offer exchanges only. You can only exchange your shoes once so make sure you correctly measure your feet when ordering to ensure the correct fit.

HOW LONG WILL IT TAKE FOR MY SHOES TO BE MADE?

Shoes take 3-4 weeks to make and roughly a week to be sent to our warehouse.

HOW LONG DOES SHIPPING TAKE?

Shipping times vary depending on the shipping destination. After dispatching, our estimated shipping times are:

UK | 1-2 working days

Rest of the world | 3-5 working days

Please note that these are rough estimates and can be subjected to external delays such as customs. This is unfortunately out of our control.

DO I HAVE TO PAY CUSTOMS FEES?

EU COUNTRIES

Since the UK has now left the EU, all orders to EU countries are liable for customs and duties charges.

USA

Most shipments to the USA will not be liable for duties and taxes. 

Shipments of goods that are valued at US$800 or less may be imported without the payment of duties and taxes. If your order is above this threshold, we advise that you split your order into two or more separate orders to avoid paying additional fees.

You are responsible for any U.S. duties, taxes and fees that may be due under U.S. law. 

These charges are not included in the total at checkout. They are determined by the customs agency in the destination country and beyond our control. The best way to calculate the costs is by contacting your local carrier/customs office.

If you refuse delivery of your order for any reason, your package will be returned to us. DHL charges a return fee for this which must be covered by you. If we don't hear back from you, the package will be considered abandoned and disposed of by DHL and therefore, your order is not eligible for an exchange.

The customer is responsible for paying for shipping costs for exchanging any item/s which is non-refundable.

Once an order is in the process of being made by our manufacturer, your order cannot be cancelled.