FAQ

FREQUENTLY ASKED QUESTIONS

Account & Shopping

What are the benefits of creating an Esor Marie online account?

With an Esor Marie online account, you can manage your personal information and complete checkout quickly using stored addresses. You can follow the progress of your online orders and access your complete purchase history. Don't forget to stay connected with Esor Marie by subscribing to our newsletter for exclusive updates on new collections and launches.

Pre-Orders

Why are some items listed as pre-order?

Esor Marie heels are handmade in small batches to ensure the highest quality craftsmanship. Pre-ordering allows you to reserve an item before it becomes physically available online. Your item is reserved exclusively for you and charged at checkout, then shipped automatically when the stock arrives at our warehouse.

Please note that product arrival dates are estimates and are not guaranteed due to varying production and shipment timeframes. We will do our best to ensure your order arrives as expected and will keep you updated throughout the process.

Can I return a pre-order item?

Pre-order items follow our standard 30-day return and exchange policy, which begins once you receive your order (not during the pre-order period).

Payment

What forms of payment are accepted?

We accept the following payment methods:

Visa
Mastercard
American Express
JCB
Discover
Apple Pay
Google Pay
PayPal
Venmo
Shop Pay
Affirm (Buy Now, Pay Later)
Klarna (Buy Now, Pay Later)

All transactions are secure and encrypted for your protection.

Shipping & Delivery

How long will it take for my order to arrive?

In-Stock Items: Your order will be fulfilled within 48 hours. Once picked up by our shipping carrier, delivery typically takes an additional 2-3 business days.

Pre-Order Items: Delivery timeframes vary based on production schedules. Estimated arrival dates are provided on each product page.

Occasional delays may occur due to inclement weather or carrier processing requirements. These delays are typically minor and result in only a short delay in delivery.

Will I be able to track my package?

Yes! You will receive a tracking email containing your tracking number and order status page link. Click on the tracking number to view real-time tracking details and estimated delivery.

Will I need to sign for my package?

Yes, signature confirmation is required for all deliveries. Our shipping carriers (UPS or FedEx) will deliver your package on the scheduled delivery date/time. Please note that Esor Marie is not responsible for packages after delivery is confirmed with signature.

Can I include a gift message with my order?

Yes! To add a personalized gift message, please email contact@esormarie.com with your order number and desired message. We'll ensure it's included with your order.

Returns & Exchanges

What is Esor Marie's return policy?

You have 30 days from delivery to return or exchange your Esor Marie shoes.

Return Requirements:

Shoes must be unworn (tried on indoors only—no outdoor wear)
Original condition with no scuffs, scratches, or marks on soles
Accompanied by original shoe box and dust bag

Returns: Full-price items may be returned for a full refund within 30 days. Original shipping charges are non-refundable. We provide a prepaid return shipping label for your convenience.

Exchanges:

Size exchanges within the same style are always free (we cover both return and outbound shipping)
Exchanges for different styles are subject to a $15 shipping fee
Sale items may be exchanged for another item of equal or greater value but are not eligible for refund

Esor Marie reserves the right to refuse any return or exchange on merchandise that does not meet the above requirements. If your package is not accepted, it will be returned to you.

For complete details, refer to our Return Policy page in the menu below.

How do I initiate a return or exchange?

Contact us at contact@esormarie.com within 30 days of delivery with your order number and reason for return/exchange. We'll send you a prepaid return shipping label within 24 hours. You can drop off your return at any FedEx location or schedule a free pickup.

How long does it take to receive my refund?

Refunds are processed within 5-10 business days of our receiving your return. The credit will be issued to your original payment method. Please allow additional time for your financial institution to post the credit to your account.

What if my shoes don't fit?

No problem! Size exchanges within the same style are always free—we cover shipping both ways. Simply contact us and we'll help you find your perfect fit.

Can I return sale items?

Sale items are final sale and not eligible for refund, but may be exchanged for another item of equal or greater value within 30 days. Size exchanges on sale items are also free.

Do I need to keep the dust bag?

The dust bag is yours to keep as our gift! However, we kindly ask that you include it with any returns to protect your shoes during shipping.

What if I wore the shoes outside?

We can only accept returns on shoes that have been tried on indoors. Shoes with outdoor wear, scuffs, or scratches cannot be returned or exchanged. We recommend trying your shoes on carpet or clean indoor surfaces first.

Product Care

How do I care for my shoes?

To keep your Esor Marie heels looking beautiful:

After every wear, dust your shoes with a soft cloth and store them in the included cotton dust bag
Handle with care—leather is delicate and should avoid contact with abrasive surfaces
Store in a cool, dry environment away from humidity, high temperatures, and direct sunlight
Avoid contact with liquids that may damage the leather or other materials
Replace heel tips regularly to prevent damage to the heel structure

For complete care instructions, refer to our Product Care page in the menu below.

Where can I get replacement heel tips?

Still Have Questions?

We're here to help! Contact us at contact@esormarie.com or DM us on Instagram @esormarieofficial and we'll respond within 24 hours.