FAQ

Order Support:

Q: How can I track my order?

A: You can check the status of your order by logging into your account and receiving update emails throughout the process.

 

Q: When can I expect my order?

A: Delivery typically takes 2-3 business days, but please note that shipping times outside the tristate area may be longer than usual.

 

Q: Can I cancel my order?

A: Orders cannot be canceled once placed.

 

Q: How do I contact Customer Service?

A: For any inquiries, please reach out to help @ thelacedshoe.com or WhatsApp at 845-533-2853. Our Team will respond within 24 hours Monday-Friday (excluding Holidays).

 

Q: Where can I ship my order?

A: We offer several shipping options to fit your needs. Orders shipped are sent via USPS Priority Mail and UPS SurePost. Orders shipped to Florida are sent via UPS. We do offer Express shipping options.

 

Q: How will I know if my order was shipped?

A: You will receive an email confirming shipment ( kindly ensure you check your spam emails). Please note that items are charged to your selected payment method only after shipping.

 

Q: What if my order has shipped, but has not arrived?

A: If Your package hasn’t been delivered and you can’t locate it, please check the surrounding areas. If it’s still missing, contact us at help@thelacedshoe.com, and we’ll assist you in resolving the issue, including helping to file a claim if necessary.

Returns and exchanges:

Q: Are your returns and exchanges free?

A: Customers are responsible for return and shipping.

 

Q: Return Policy?

A: Returns must be initiated within 7 days of receiving the item. Click Here for a detailed return policy.

 

Q: What is the cost to return or exchange an item?

A: The fee is $10. Please note that shipping charges are non-refundable. They will be deducted from your final credit.

 

Q: Can I return online an order made in-store?

A: You can return or exchange in-store.

 

Q: What is the deadline to place a return or exchange?

A: You have 7 days from the date you receive your order to initiate a return or exchange.

 

Q: Can I return a sale item?

A: Sale items are final sale. Cannot be returned or exchanged.

 

Q: Can I return or exchange an item that I purchased with credit?

A: Yes, you can, but will be issued back to your credit.

 

Q: I changed my mind about a return or exchange.

A: Return or exchange labels cannot be edited, but you can contact customer service by emailing help@thelacedshoe.com for further assistance.

E-gift cards:

Q: Do you offer gift cards?

A: Yes, we have pre-paid e-gift cards.

 

Q: How will I receive the gift card information?

A: All gift cards are sent to the email that made the purchase.

 

Q: What do I do if I can't find my e-gift card?

A: We can review this information in your account, or you can check the email you received from us. Alternatively, feel free to contact us at help@thelacedshoe.com for further assistance.

 

Q: Where can I use my e-gift card?

A: You can redeem your e-gift card both online and in-store.

Damaged item:

Q: My item is damaged, what can I do?

A: You can email us at help@thelacedshoe.com with your order number and a picture of the damage so we can better assist you in finding the best solution.

Shipping:

Q: How much is shipping?

A: Shipping is $7-14 dollars

 

Q: Can I combine the shipping of multiple orders to save on shipping costs?

A: If your order has no tracking number or details yet Please reach out to help@thelacedshoe.com we will do our best to combine your orders.

 

Q: Can I Change the shipping address?

A: If your order has no tracking number or details yet Please reach out to help@thelacedshoe.com & we will be happy to change it for you

 

Q: Can I get express shipping with a Free Shipping code?

A: Orders placed using a free shipping code will ship with standard shipping.

Sale:

Q: What does it mean to Final Sale?

A: Items purchased Cannot be exchanged or returned.

Sizing:

Q: How do I know my size?

A: To help you find your correct size we've created a printable size chart on our site that can guide you. Click here to view.

 

Q: How to Measure?

A: 1. Place printed paper on a hard surface with the heel line flushed to the wall ( fold if necessary). 2. Place the child’s heel on the bottom line against the wall. 3. The end of the longest toe will correspond to a size on the left.

Payments:

Q: What methods of payment do you accept?

A: We accept all major credit cards such as Visa, Mastercard, American express, Discover, Google Pay, Apple Pay, Shop Pay, Zelle, and Cash.

 

Q: If I place an order, when will I be charged?

A: Your selected method of payment will be charged once your items have shipped.