Cancellation requests must be submitted before shipment. Once a shipping confirmation is issued, the order is considered processed and cannot be cancelled or modified. Approved cancellations are issued as store credit only.

Contact us at hello@femme.la within 3 days of delivery. We will issue a prepaid return label and arrange a replacement or store credit once the item is received and verified.

All orders are insured. Lost package claims may be filed no earlier than 20 days after the shipment date. Stolen or damaged claims must be submitted immediately upon delivery with supporting documentation. All claims must be submitted within 30 days of the shipment date. Approved claims are issued as store credit.

All returns are initiated through our Returns Portal. Have your order number ready. Returns must be requested within 30 days of delivery.

We do not offer cash or card refunds. All approved returns are issued as store credit only, applied to your account once the item is received and inspected.

We do not process direct exchanges. Once store credit is issued, you can place a new order for the size or style you need.

Sale items, clearance items, custom orders, and made-to-order items are final sale and not eligible for return or store credit.

All orders have a 1–2 business day handling period before dispatch. Processing may take longer during peak periods and holidays.

Yes — complimentary shipping on U.S. orders over $199 and flat rate international shipping on orders over $399. Orders below these thresholds are calculated at checkout.

Yes. Duties, import taxes, and carrier fees are not included at checkout and will be billed by the carrier upon arrival. The recipient is solely responsible for all charges. Refusing delivery will result in the package being destroyed — no refund will be issued.

All styles are in European sizing. US customers should order 1 full size up from their normal US size. If you have a wide foot and fall between sizes, size up 1.5 sizes. EU customers should match their EU size directly to the chart — no adjustment needed.

Order your usual Femme size. Do not size up again — you have already accounted for the sizing difference.

Log in with the email linked to your order, proceed to checkout, click Alternate payment options, and select Apply store credit. Full step-by-step instructions at Store Credit FAQ.

No — store credit never expires and stays in your account until you use it.

Select styles may be offered through Reserve, allowing clients to secure a pair before it becomes available. Reserve items are clearly indicated by a Reserve button at checkout in place of the standard Add to Cart button, and noted within the product description. Estimated ship dates are listed in the product description.

Reserve orders ship once the item becomes available, using the shipping method selected at the time of purchase. Selecting an expedited shipping service does not accelerate the Reserve timeline. By completing a Reserve purchase, you agree to all applicable Femme LA policies.

Yes. If a style is out of stock, it may be available as a made-to-order item. Made-to-order items are produced specifically for you and typically take 8–12 weeks to complete. We also offer fully custom orders for design modifications or original styles — ideal for weddings, special events, or styles you can’t find anywhere else.

Made-to-order items are sold at full retail price and are not eligible for discounts. Custom order pricing varies based on design complexity and materials. Please email us at hello@femme.la to discuss your request before ordering.

Yes — all orders are insured against loss, theft, or damage in transit. In the event of an issue, you will be required to complete a carrier claim verification process before we can proceed. Reimbursement is issued as store credit only.

Lost package claims may be filed no earlier than 20 days after the shipment date. Stolen or damaged claims must be submitted immediately upon delivery with supporting documentation. All claims must be submitted within 30 days of shipment to remain eligible. Approval is subject to verification and the sole discretion of Femme LA.

Keep footwear clean and dry, store in the provided Femme LA dust bag, and avoid prolonged exposure to heat, direct sunlight, rain, or moisture. Vegan leather surfaces should be gently wiped with a soft, dry cloth or enclosed wet wipe. Remove the protective outsole membrane before wearing.

Heels should not be worn on abrasive surfaces, flooring with imperfections, or in environments where the heel may become caught — such as escalator grooves or uneven pavement. Avoid clubs, poolside settings, wet conditions, soil, grass, or exposure to liquids including alcohol or oils, as these may compromise vegan leather. Femme LA is not responsible for damage resulting from improper use or unsuitable conditions.

No. Femme LA products are handmade — slight variations in color, finish, or texture are natural and not considered defects. Seasonal variations in outsole or insole color may also occur, and product images may vary slightly from current production.