What is your return policy for online and in-store purchases?

ONLINE PURCHASES (only purchases made from www.fluevog.com):

RETURNS

Returns will ONLY be accepted for UNWORN shoes in their original box. No returns will be accepted without the original sales invoice.  

•  Regular priced shoes can receive refund to original payment, in-store credit or exchange.

•  Sale/Clearance shoes can receive in-store credit or exchange only.

Please contact the store that shipped the shoes out to you (contact info should be at the top of your invoice) then ship them back to the store within 14 days (2 weeks) of receiving your order.

•  Store Credit will be issued for regular priced returns received after 30 days (up to a max. of 45 days from purchase date) of purchase date. No exceptions.

•  Returns take 2-3 weeks for processing. A credit to your account will take 1 to 2 billing cycles to appear on your credit card. Returns are processed upon receiving your shoes.

•  ALL International orders will be returnable at customer's expense.

•  Shipping is not refundable.

•  Unauthorized merchandise will be sent back at customer's expense.

EXCHANGES

Please call our store to check if we have the size that you need.   If we don't have it, we will help you locate the store that does.

Only UNWORN shoes will be exchanged within 14 days of receiving your order.  

We charge $12 for shipping a single pair ($16 CDN), or $8 per pair for multiple pairs ($10 CDN).   These charges apply for ALL exchanges.

Customer is responsible for shipping costs for all exchanges.

For our IN-STORE POLICY (purchases from one of our 8 retail stores / does not apply for other retailers). Click HERE.

What size should I order the shoes that I want in?

The best thing to do is to order your shoes in your standard US size, which is the sizing system we use. Of course, some of our shoes will run smaller, or larger, but we will take that into consideration and based on the size that you give us, can match you up with the correct size. If we are ever in doubt as to which size to send you, rest assured, we will contact you and double check.

If you want to be extra sure you get the absolutely right size, you can measure your foot, from heel to your longest toe, in either inches or centimeters, and use the standard sizing chart to determine what size you are. Please note that this chart serves only as a guide for sizing. Actual sizes vary from style to style. Due to the nature of ordering online, we cannot be held responsible if the wrong size is ordered. To ensure proper fit, order the size you normally wear in your other shoes and should there be any size difference, we will contact you before shipping your order.

Why are your Canadian prices higher than US prices even after conversion using the current exchange rate?

All our shoes are shipped directly to each of our 8 locations from our factories in Europe and China. Canada and US Customs have vastly different tax and duty rates. Canada's rates are higher than the US which reflects in the final price of our products.

Will the colors on my screen match the actual products?

The color of the actual product may be slightly different because color accuracy has more to do with your monitor than with our site. We've made every effort to represent images of checks and all other products accurately. Due to the wide range of computer monitors and color displays, however, you should consider the colors you see on your screen to be representational. The color of the actual product may be slightly different.

Do your styles come in different widths?

Our styles are manufactured using standard widths.  A standard B width for women and a standard D width for men.  Widths may slightly vary from style to style.

What about shipping costs, times, and any taxes that are applied to my order?

US customers will be charged in US dollars; Canadian customers will be charged in CDN dollars. International customers will receive a total from one of our North American locations in either US or CDN dollars which will need to be prepaid by money order.

Canadian orders: The G.S.T. (Goods and Services Tax) applies to all orders shipped within Canada. Orders shipped to Ontario or British Columbia are also charged the appropriate Provincial Sales Tax. The taxes are charged based on the shipping address not the billing address. All Canadian orders are shipped via UPS* ground and require a signature for delivery. We do not ship to PO boxes. Shipping charges are $16.00 per pair of shoes on a single pair order or $10.00 per pair on multiple pair orders. Shipping charges will be shown on the next page.
* Note - If your destination is outside the normal delivery range for UPS we will contact you regarding an alternative form of shipment.

Please allow 2 weeks from the order date for Canadian delivery.

American orders: Local state taxes for orders shipped to Massachusetts, New York, Illinois, California or Washington will apply. All US orders are shipped via UPS* ground and require a signature for delivery. We do not ship to PO boxes. Shipping charges are $12.00 per pair of shoes on a single pair order or $8.00 per pair on multiple pair orders. Shipping charges will be shown on the next page.
* Note - If your destination is outside the normal delivery range for UPS we will contact you regarding an alternative form of shipment.

Please allow 2 weeks from the order date for US delivery.

Do you ship overseas? What does it cost?

We sure do! We are happy to ship out a pair of shoes or two or three to wherever you are in the world. Shipping charges will vary greatly based on type of shipping and final destination of shoes. Please note that all shipping charges quoted are estimates and are subject to change upon verification with UPS*. We need your exact address to be able to give you the proper quote so the best thing to do is to place the order on our website and we will get back to you with the cost of shipping. Please remember to check your e-mail.
* Note - If your destination is outside the normal delivery range for UPS we will contact you regarding an alternative form of shipment.

All International orders are subject to duty and tax charges which the buyer is responsible for when your package crosses the border. Each country's duty and tax rates are different. If you would like to know more about these charges, please contact your local customs office. John Fluevog Shoes is not responsible for any duty or taxes your customs office charges.

Because we do not accept International credit cards, a Paypal payment will be required before delivery of all international orders. You will be contacted within one week via email to arrange payment and you have 2 days to make a Paypal payment. Should we not hear or receive from you a response or Paypal payment, we will cancel your order. Shipping for International orders will be quoted upon receiving your online order.

Please allow 4 weeks after receipt of payment for International delivery.

Do you ship to P.O. Boxes?

UPS will not deliver to PO boxes so we cannot ship to a PO box directly. If you have a PO box as your mailing address please submit your residential address as the shipping address on the online order form. Your shoes will be delivered right to your front door!

Can I have my order shipped express?

Yes, you can request to have your shoes shipped faster. When placing your order in our system, there will be an option you can check to expedite your shipping. Please note that this will increase your shipping charges. We will notify you of the new expedited shipping total.

What happens once I submit my order?

Once you hit the ‘confirm order’ box, after filling in all your information, you will be issued an order confirmation number. It is important that you hang on to this number, as this is how we will be able to track your order should you have any questions or concerns. All orders are subject to availability.

Submitted orders are processed, and then sent to the closest store to you that has the item in stock. Please note that orders from the U.S. are ONLY shipped from our American locations and orders from Canada are only shipped from our Canadian locations. Due to unexpected extra charges, we do not ship cross border. The order will be filled by the store, and shipped to you from there. You will receive a confirmation from the store filling your order, usually within a week, confirming that they have your order, how much you have been charged, and when you can expect to receive them. After you have been contacted by the store filling your order, should you have any questions, it would be best to contact that store directly either by phone or e-mail because they have your records on file. Please include your order confirmation number in any inquiry about your order.

You will be contacted via email within one week to confirm which of our locations will be fulfilling your web order and when it is ready to be shipped. Please ensure that the email address you type in is one that you respond to to prevent delays with your order. If you do not use an email address regularly, specify in the Additional Comments section below that you would prefer contact by the telephone number provided.

Should I be worried about giving out my credit card number and personal information?

Absolutely not. We employ industry recognized security safeguards to protect the personal information that you have provided to us from loss, misuse and unauthorized alteration. Whenever you transmit sensitive information, such as a credit card number, to us through our Website, we provide you access to a secure server that allows 128 bit encryption of your data. Your credit card number is never transmitted over the Internet so you don't have to worry about it being seen by third parties while in transit. Your information is only accessible by a limited number of employees who have special access rights to such systems.

What is the CVV2 code and why do you need the code at the back of the card to complete my online order?

When you complete the order form, you will be asked for your credit card number and the security code that is on either the back or front of the credit card. When we process your orders online on our secure server information is sent to the bank to verify the billing address information (address verification or AVS) and the security code is verified. Security codes are printed on the reverse of virtually all Visa and MasterCard cards and on the front of American Express cards. The Visa CVV2 code (Card Verification Value 2) and MasterCard CVC2 code (Card Validation Code 2) are three-digits at the end of the account number printed in reverse italic type on the back of the card. For American Express, it's a four-digit code printed on the front of the cards over the embossed account number. Only the person holding the card has these numbers, so it ensures higher security for you to send this number to the bank for verification. We never see or store the credit card number or security number when you send the order. We can get the credit card number from the bank to make a refund or order adjustment, but never see the Security Code. So this number really helps to prevent fraud. It helps you and us too!

Does Fluevog take custom orders for new or old styles?

Unfortunately, because of minimum order requirements, we are unable to take custom orders. All our shoes come as they are produced from the factory and cannot be modified or customized.

What forms of payment do you accept for online orders?

We accept all major credit cards. In the US: Mastercard, VISA, American Express and Discover. In CANADA: Mastercard, VISA and American Express.