FAQ & Policies

All orders are subject to a one (1) business day handling time. Orders are shipped via UPS Ground as the standard service, with expedited shipping options available at checkout. Delivery estimates displayed at checkout are provided directly by the carrier and are not guaranteed; FEMME LA is not liable for delays caused by the carrier, weather conditions, or other circumstances beyond our control. Delays may also occur during peak periods such as holidays, promotional events, and other busy seasons.

Overnight delivery is available for U.S. clients when orders are placed prior to 2:00 PM Pacific Time. Orders placed after 2:00 PM Pacific Time will be processed the following business day. Clients requiring Saturday delivery must contact our support team in advance to confirm availability.

International orders are shipped through DHL Express or UPS. Customs duties, taxes, and fees are not collected at checkout and will be billed separately by the carrier. The recipient is solely responsible for payment of all such fees. FEMME LA is not responsible for delays, holds, or fees incurred at customs.

Signature confirmation upon delivery may be required for certain orders. Clients are responsible for ensuring that someone is available at the delivery address to sign for the package if applicable. 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.

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.

All eligible returns must be initiated within thirty (30) days of the original purchase date. Returns will be issued in the form of store credit or exchange only. By completing a purchase, you acknowledge and agree to accept store credit or exchange as the sole methods of reimbursement for returned merchandise. Items purchased during clearance or final sale events are not eligible for return, exchange, or store credit.

A return label fee will be charged at the time of return submission for domestic orders. 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 assistance regarding international returns. All returns must be authorized through FEMME LA’s return portal or client support prior to being shipped back. Unauthorized returns sent without approval may be refused and returned to the sender.

All items must be returned in their original, unworn, and undamaged condition, including all packaging, dust bags, and inserts. 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.

Clearance, promotional, and final sale items are not eligible for return, exchange, or store credit. Shipping charges are non-refundable.

In the event an incorrect item, defective product, or item received in worn or damaged condition is delivered, clients must notify FEMME LA within thirty (30) days of the purchase date. Upon verification, FEMME LA will provide a prepaid return label for domestic orders. A replacement item will be issued where available. If a replacement is not available, store credit will be provided. For international clients, FEMME LA will determine the appropriate resolution on a case-by-case basis, which may include replacement, store credit, or other remedies as deemed appropriate.

Select items may be offered through Reserve to ensure clients have the opportunity to secure the pair they want.

Items available for Reserve will be clearly indicated by a Reserve button at checkout in place of the standard Add to Cart button, as well as within the product description. Estimated ship dates for Reserve items will also be listed in the product description.

Reserve orders will ship once the item becomes available, using the shipping method selected at the time of purchase. Please note that selecting an expedited shipping service does not accelerate the timeline of a Reserve order.

By completing a Reserve purchase, you acknowledge and agree to our shipping, returns, preorder, and all other applicable policies available on the femme.la website.

All orders placed with FEMME LA are insured against loss, theft, or damage during transit. In the event that a package is reported as lost, stolen, or damaged, the client will be required to complete a claim verification process before a replacement can be issued. If the original item is no longer available, reimbursement will be provided in the form of store credit.

Claims for lost packages may be filed no earlier than twenty (20) days after the original shipment date. Claims for stolen or damaged items must be submitted immediately upon delivery confirmation and accompanied by supporting documentation, including but not limited to photo evidence, carrier investigations, or affidavits of non-receipt, as requested by FEMME LA.

All claims must be submitted within thirty (30) days of the shipment date to remain eligible for coverage. Failure to notify FEMME LA within this timeframe may result in forfeiture of coverage. Approval of claims is subject to verification and the sole discretion of FEMME LA.

FEMME LA products are handmade, and as such, variations in color, finish, or texture may occur. These natural variances are not considered defects.

Customers are responsible for proper care and handling of their footwear. To maintain condition, we recommend keeping products clean and dry, storing them in the provided FEMME LA dust bag, and avoiding prolonged exposure to heat, light, rain, or moisture. Vegan leather surfaces should be wiped gently with a soft, dry cloth.

Heels should not be worn on abrasive surfaces, flooring imperfections, or environments where the heel shaft may become caught and damaged, such as escalator grooves or uneven pavement. Use caution to minimize damage when removing or adjusting footwear. Outsole protective membranes must be removed prior to wear.

Please note that vegan leather, while durable, is not as resilient as traditional leather materials. Use in environments such as clubs, poolside events, or wet conditions, and contact with liquor or other substances, may compromise the material. Walking on soil, grass, or similar surfaces should be avoided.

FEMME LA is not responsible for damage, wear, or defects resulting from failure to follow the above care instructions, improper use, or exposure to unsuitable conditions.

FEMME LA offers gift wrapping services upon request. Clients wishing to add gift wrapping to their order may include a note at checkout or contact our client support team at hello@femme.la for assistance.

By registering, you will be able to access your order history, save your preferences, and manage your shipping and billing details for faster checkout on future purchases.

To create an account, simply select the “Create Account” option at checkout or visit the Account section of our website. You will be asked to provide your name, email address, and a secure password.

If you forget your password, you can easily reset it by selecting the “Forgot Password” link on the login page. An email will be sent with instructions on how to create a new password. Do not share your login credentials with anyone.

FEMME LA reserves the right to suspend or terminate any account at its sole discretion in cases of suspected fraud, abuse of policies, chargeback activity, resale of products without authorization, or any other conduct deemed harmful to FEMME LA.