FAQs

Last Updated: October 30, 2025

Welcome to Shoesgold’s Help Center!
Below you’ll find answers to our most common questions about shopping, payments, shipping, returns, and refunds.
If you still need help, our support team is always ready to assist you.

Shopping Information

Q: How do I find a product?
A: Use the Search bar at the top of any page, or browse products by category in our main menu. You can also explore featured or seasonal collections directly from our homepage.

Q: Can I save items to a wishlist?
A: Yes! Click “Add to Wishlist” on any product page to save it for later. You can access your wishlist anytime by logging into your Shoesgold Account → Wishlist.

Q: How do I know if a product is in stock?
A: Each product page shows real-time availability.

• In Stock: The “Add to Cart” button will be visible.
• Out of Stock: You can enter your email to receive an alert when it’s restocked.

Q: Can I check out as a guest?
A: Absolutely! Guest checkout only requires your shipping and payment details.
Creating an account, however, lets you track your order history, manage addresses, and receive exclusive discounts.

Payment Information

Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, PayPal, and major debit cards.

Q: Is my payment information secure?
A: Yes. shoesgold.com uses 256-bit SSL encryption and is PCI-DSS compliant, ensuring your data is transmitted and stored securely.

Q: Can I use a coupon code?
A: Definitely! Enter your code in the “Coupon / Gift Card” field at checkout, then click Apply.

Q: What happens if my payment fails?
A: You’ll see an error message and receive an email notification. Please double-check your card details or try another payment method. If issues persist, contact our support team — we’ll help troubleshoot.

Shipping & Delivery

Q: What is your daily cut-off time for processing orders?
A: Orders placed before 5:00 PM (EST) on business days are processed the same day. Orders placed after that time or on weekends/holidays will be processed the next business day.

Q: Which carriers do you use?
A: We ship primarily with USPS, DHL, and EMS, as well as local postal partners depending on your region.

Q: Do you ship internationally?
A: Currently, we only ship within the continental United States. We do not ship to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, or APO/FPO addresses.

Q: How can I track my order?
A: Once your order ships, you’ll receive an email with a tracking number and link. It may take 3–7 days for tracking updates to appear after the carrier scans your package.

Returns & Exchanges

Q: What is your return policy?
A: We accept returns for most non-sale items within 180 days of delivery. Items must be unused, unwashed, in original packaging, with tags attached.

Q: How do I return an item?
A:

1. Submit a request via our Contact Us page or email support@shoesgold.com.
2. We’ll send you a return address and step-by-step instructions.
3. Include your order number and proof of purchase in the return package.

Q: Who pays for return shipping?
A: Return Cost: $0.00 — Shoesgold covers return shipping for damaged, defective, or incorrect items.
(Other returns may be subject to customer-paid shipping.)

Q: Can I exchange an item?
A: Yes! We offer one free size or color exchange per order within the 180-day return window. Once your original item is in transit, we’ll ship your replacement.

Q: What items are ineligible for return or refund?
A:

• Items that have been worn, washed, or altered
• Custom or made-to-order items
• Items without original tags or packaging
• Returns initiated after 180 days of delivery

Refunds & Order Cancellations

Q: How do I request a refund?
A: Email support@shoesgold.com with your order number, a description of the issue, and photos if applicable. We’ll review your request within 2–3 business days.

Q: When will I receive my refund?
A: Refunds are typically processed within 2 business days after we receive and inspect your return. Once approved, your refund (including original shipping costs) will be credited to your original payment method.

Q: What if my order arrives damaged or incorrect?
A: Please contact us immediately with photos of the damaged or incorrect item. We’ll arrange a free replacement or full refund at no additional cost.

Q: Can I cancel or change my order?
A: You can cancel or modify your order within 24 hours of purchase for free. After 24 hours, orders enter production and cannot be changed.

Q: What if I entered the wrong address?
A: Please double-check your shipping information before checkout. Orders shipped to incorrect addresses due to customer error are not refundable. Re-shipping fees may apply for any returned parcels.

Need More Help?

We’re always happy to assist!
If you have any questions about your order, delivery, or return, reach out to our friendly customer service team:

Address: 17 Fernbank Ave, Bluffton, SC 29910, United States
Company: SHOES GOLD LLC
Email: support@shoesgold.com
Phone: +1 (352) 699-4919
Open Time: 8:00 AM – 7:00 PM (EST), Monday – Friday