FAQ & Store Policies

Please contact us for any order or shipping questions. We are not liable for carrier delays, especially in peak seasons.

IN-STOCK ITEMS

• Available items ship in 1-3 days.
• You'll get an email with tracking info.
• Some orders may require a signature.

SHIPPING METHODS

• Default: USPS Priority Mail.
• Next day delivery services are available for US clients. All orders must be placed before 3:00PM PT to qualify for next day delivery. Any orders that are placed after 3:00PM PT will be fulfilled the following business day. Any orders that are placed on a Friday, Saturday, Sunday, or holiday will be fulfilled the following business day.
• Optional: Insurance, UPS express.
• International: Flat $39 fee or upgrade to DHL or UPS

SHIPPING TIMES

• No shipping on weekends or public holidays.
• Expect delays during busy seasons.

ORDER CANCELLATIONS

• No order cancellations while orders in progress.
• Store credit will be issued for canceled orders.

SPECIAL CASES

• Pre-orders may occasionally be offered, please see product description for any details.

INTERNATIONAL ORDERS

• International clients are responsible for any customs duties, taxes, and fees imposed by their destination country. These fees are not included in the item price or shipping cost at checkout. Custom duties and taxes are typically collected by the carrier upon delivery. It is the recipient's responsibility to pay these fees to receive the shipment. Customs clearance procedures may cause delays beyond original delivery estimates. We are not responsible for any delays that may occur during customs processes.

TRACKING & LOST PACKAGES

• Track your package online using the tracking number provided to you.
• All orders are insured by FEMME LA. In the event that your package is lost, stolen, or damaged, you will be required to verify a claim in order to proceed with a replacement. Any items that are unavailable for replacement will be reimbursed in the form of store credit. Please notify FEMME LA immediately to report any discrepancies with your order.

RETURNED PACKAGES

• FEMME LA is not responsible for any delivery issues that may arise from incorrect or incomplete addresses. Any such package that is returned to us due to incorrect or insufficient addresses are to be rearranged for delivery, which postage costs you are responsible for.
• Some packages may require signature upon delivery. If you are unavailable for signature during time of delivery, a redelivery may be scheduled through the website of the mail courier. In the event that your package is returned to us due to a failure to claim your package in the allotted time, you will be issued a store credit for the item, or you may choose to have your item redelivered, which postage costs you will be responsible for.

CONTACT DETAILS

• Please contact hello@femme.la for any questions or concerns.

BY PURCHASING YOU AGREE TO THESE TERMS & CONDITIONS PROVIDED BY FEMME LA.

For returns, please use the Returns Portal.

RETURNS & EXCHANGES

• 30-day return window for unsatisfied purchases.
• Use the portal to initiate returns.
• Return & exchange postage costs are at your responsibility.
• We are unable to provide return labels for international clients. Any international returns or exchanges must be initiated by the client via a mail carrier of their choice. Please contact hello@femme.la for further information on international returns.

CREDITS & FEES

• Only store credit issued for returns.
• Items must be returned in new condition
• No shipping fee credit unless it's our mistake.
• Sale items are final; no returns or exchanges.
• 3-5 days to process returns.
• 25% restocking fee may apply.
• Please use return portal for exchange initiation.

CONDITION

• Items must be returned unworn, unwashed, undamaged, unused, within its original packaging.
• Any item that does not meet the above specified conditions will be rejected and sent back to the address indicated in the return form or the address provided when placing your order.
• Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes, dustbags, etc.

EXCHANGES

• Store credit can be used for future purchases.
• Exchanges can be initiated via the return portal.

INCORRECT OR DEFECTIVE ITEMS

• Incorrect or defective items must be notified within 30 days of purchase.
• We'll send a return shipping label.
• Replacement or store credit will be issued.

LEGAL

• No unauthorized chargebacks; doing so forfeits your claim.

VARIATIONS

• Seasonal color changes may occur; inquire before purchase.

DISCLAIMER

• We're not responsible for damages by consumer from policy circumvention.

BY PURCHASING, YOU AGREE TO THESE TERMS & CONDITIONS PROVIDED BY FEMME LA.

Shiptection Package Protection provides coverage for lost, stolen, or damaged items during shipping. If your package is lost, damaged, or stolen, Shiptection will replace the item at no additional cost to you. To file a claim, please email our customer care team within 15 days of the incident.

Upon filing a claim, a replacement order will be placed with FEMME. Please note that preorder shipping times may apply depending on stock availability. If the item is no longer needed, we will issue a store credit for the full order amount.

At FEMME LA, we strongly recommend that our customers consult with a professional shoemaker for specific care advice. To keep your FEMME LA products in good condition, we advise following the care instructions below:

• Before using your heels, ensure you peel off the clear protective membrane that covers the entire outsole. You may need to air out the heels to release any orders associated with materials or dyes used.
• Please note that as our heels are handmade, there may be differences or variances, and no two heels are perfectly alike.
• Variations in colors may be seen due to vegan dyes, which is not considered a fault.
• Keep the vegan leather area clean and dry using a dry, soft cloth.
• Store your products away from light and heat.
• Protect your vegan leather goods from rain, liquids, and moisture.
• Store your products in the FEMME LA dust bag provided to you when not in use.
• Avoid contact with abrasive surfaces and flooring imperfections, holes, escalator grooves, or any other surface area where your heel shaft can get caught in and damage or remove the heel entirely. Gently remove the heel to minimize damage.
• Keep in mind that while our vegan heels are durable, they are not as durable as leather materials. Avoid wearing them to clubbing events, pool parties, or wild nights out, and avoid liquor or any water substance on the heels. Avoid walking on grass or soil surfaces.
• Please note that our metal heel collection (Whiskey, Ford, Gigi, Vignette, etc.) contains a heel base with a metallic powder coat, and paint chipping is unavoidable and must be considered prior to making a purchase.
• Heels with metallic surfaces and metal chaining are prone to reflect surface scratches, which are natural elements of any metallic surface or metallic powder-coated surface.
• Heel tips and a dust cover are provided in your shoe box.
• If you have any questions or concerns, please feel free to email us prior to placing your order.
• Please note that we do not cover replacements for improper use, damage while wearing, or for any advertised disclaimers regarding the nature of the heels.
• Please note that outsoles colors may change during seasons.
• All of our heels are hand & ethically made and cruelty-free. 

If you have any further questions or concerns, please do not hesitate to reach out to us.

SALE ITEMS ARE FINAL SALE.

Be aware that heels bought from our clearance section may be defective, samples, overstock, or returns, and are sold in an "as-is" condition. These items are non-returnable. By making a purchase, you are agreeing to these terms.