Frequently Asked Questions
A. Soliani Showroom
Q. I’d like to shop in person. When are you open?
A. Our showroom is generally open by appointment only, but we do have occasional showroom hours. For details on our next showroom hours, click here. To schedule an appointment, email us at firstname.lastname@example.org.
A. How do I get in touch with you?
Q. You can email us with any questions at email@example.com. We will respond as quickly as we can, aiming to get back to you within 1 or 2 business days.
Q. I’d like to speak to someone on the phone. What is your number?
A. We currently offer customer service exclusively via email. Please email us with your questions at firstname.lastname@example.org.
Discounts and Offers
A. Can I get a discount?
Q. We offer discounts for email and text subscribers, both of which you can sign up for by scrolling to the bottom of the page. We also offer occasional discounts to followers engaging on our Instagram here.
Q. I signed up for text subscriptions, but I did not get a discount code. How do I get that?
A. If you already signed up for text subscriptions, a discount code will get sent to you automatically. This can take a few hours. If you don’t receive any message, that may be because you’ve blocked promotional text messages. Please note that if you are not receiving any text messages from A. Soliani, we are unable to provide a discount code.
Q. I forgot to apply my discount code. Can you do that for me?
A. We are unable to retroactively apply discount codes, but you can feel free to use it on your next order.
Q. Will you have a sale soon?
A. Many of our shoes are continuatives, and come back from season to season. Therefore, we do not have seasonal sales.
Q. Do you ship internationally?
A. Yes, we do. International orders are always final sale.
Q. The shoe I want is out of stock in my size. Will you be restocking?
A. We restock basic colors, such as black and neutrals, including the classic Poudre, fairly often. We always recommend signing up for restock notifications if there’s a specific color or size you want.
Q. I changed my mind. How do I cancel my order?
A. Once an order has been made, it cannot be cancelled.
Returns and Exchanges
Q. What is your return policy?
A. Returns must be shipped back to us within seven days of being delivered to you, and there is a $7.95 return fee. We only accept returns on items that are in their original, unworn condition. Read the rest of our return policy here.
Q. How do I make a return?
A. You can make a return by clicking here. Be sure to click through until you receive confirmation at the end. Note that if your return is outside of our return window, our system will not allow you to return.
Q. How do I exchange my shoes? Do I have to make a new order on my own?
A. We offer free exchanges, which you can process here. Once you’ve processed your exchange and shipped it back to us, you do not have to do anything; we will take care of everything else.
Please note that most of our items have a very quick turnaround. If you are concerned about an item running out in your size, you may place a new order. If you choose to do so, we will process your first order as a return, deducting our standard $7.95 return fee.
Q. I sent back my order for an exchange already. When will I get my new pair?
A. We can only process your exchange once your first order arrives at our warehouse. Once that happens, please allow 7-10 business days for us to process and ship your exchange.
Q. The bottoms of my brand new shoes are peeling. What do I do?
A. All our Spring/Summer shoes come with a protective plastic (usually marked with red or white arrows) that is meant to be removed prior to wear. If you don’t remove it, it will begin to peel off on its own as you walk in your shoes. All you have to do is remove the rest.
Q. I believe my shoes are defective. What do I do?
A. If you believe your shoes are defective, please immediately send an email with pictures to email@example.com. Please note that we can only replace your shoes or refund you if your shoes are completely unworn.
Q. How can I take care of my shoes?
A. First off, always tap your shoes, in the front and in the back. (If your shoes are from our Spring/Summer collection, be sure to first remove the sole’s protective plastic covering.)
Second, take care to not bump into rough surfaces, as that can scrape and damage the soft leather of your shoes. We also recommend taking care to not spill anything on your shoes or walk in the rain with them.
For suede shoes and boots, use a protective waterproofing spray, such as this one. Use a suede brush to freshen them from time to time, and a suede cleaning kit to clean them as necessary.
For leather shoes, use leather cream or polish to freshen them from time to time or to clean up scuff marks. If you’d like a product recommendation or if you’re looking for a specific color, email us at firstname.lastname@example.org; we have matches for many of our leather colors.
Q. How do your shoes fit? Do they run big/small/true to size?
A. The fit of our shoes vary, depending on the style and the mold our manufacturers use. Every one of our product pages provide detailed fit information, including a size guide and our sizing recommendations; be sure to check the fit tips.