Fine Print (Shipping, Returns, Etc.).

When you shop on-line with Shoe Muse, we want you to enjoy the same incredible customer service that our in-store customers experience.

Something not making sense? Need some support in the ordering process? We’re here to help!  Please contact us at customer.service@shoemuse.com. We are available Monday through Friday from 10-6 MST (we’re closed Sunday and all Canadian statutory holidays).

The Shoe Muse strives to help you choose the best possible fit by giving you as much information about a product as we can.

At Shoe Muse, we understand the complexities of shoe sizing, every style, brand, and material can have a different fit. We will add any individual sizing quirks to each product in our online store. Check our SIZING CHART for specific sizing conversions and details.

Keep in mind that every shoe may differ slightly from the product photo on our website. Some of our designs are unique, and may contain slight variations; this is the nature of some hand-made fashion products.

In pursuit of the perfect fit, any additional information on your foot shape or size concerns can be added to the comments section during your checkout. If you’re looking for advice on the perfect fit before we ship you your shoes, add any information you feel is important, and we’ll contact you if we need further detail. If you are uncertain about how any of our items are sized (North American versus European sizing scales), please do not hesitate to contact us.

Once we have received your order and confirmed we have the item(s) you have purchased, you will receive a “Shipping Confirmation” email.  No charges will be processed until we are certain we have the item(s) in stock at our Calgary location.

Orders placed after 3PM MST on Thursday will be processed the following Monday. Your order could be delayed if we require more info for security, shipping, or billing. Please make sure you have filled out all your information completely and accurately.

If your order requires any special instructions please include these details in your order’s notes and we will contact you if we require more information.

All shipping prices are calculated directly by Canada Post—for shipping in Canada—and UPS, the Shoe Muse has no control over these prices. If you would like to inquire about a large order (three (3) or more shoes) please contact customer.service@shoemuse.com.

You are welcome to return or exchange any regularly priced item you purchased on-line within 3 days of receiving your order. Please follow the return/exchange link here: My Account.

The Shoe Muse cannot take/process returns, exchanges, and refunds for on-line purchases in-store.

All returns must be shipped via an insured carrier. You are liable for any items lost during return shipping.

An item is only refundable if it is unworn, unaltered, in the original box, and with all tags attached. Sale merchandise—items noted as “final sale”—and shipping costs and duties are non-refundable.

The item must be wrapped properly to protect the box it was shipped with. Unfortunately, there are no exceptions with our return conditions; all items must be in “perfect, as new condition” when we receive them.

Some examples of items that will not receive a refund (or Return Authorization):

• Worn/damaged/altered items.
• Items without the original box and original tags.
• Sale or promotional items.
• Duties and shipping costs.

You are responsible for all freight costs and insurance to send your returned item(s) back to us. Please ensure that you have wrapped the package well so that the box is protected and use a reputable carrier. Don’t forget to keep your tracking number!

To file for a return for refund, please follow the return/exchange link posted here: My Account.

Your package must be delivered to us within ten (10) days from the request date shown in your account. A refund may take up to five (5) business days to process.

If your item is returned without an RA and/or is not in perfect condition you will be required to pay any shipping costs arising from shipping your returned item(s) back to you.

Please contact us if you have any questions or concerns. While we must adhere to our returns and exchanges policies, we recognize that exceptional circumstances do occur.  If a reasonable solution is possible, we will do everything we can to accommodate your needs.

For international returns, required duties must be prepaid by the sender. Please contact us if you have any questions at customer.service@shoemuse.com.

Received your shoe and need a different size/colour/style? To file for a return for exchange, please follow the return/exchange link posted here: My Account.

Any product exchanges must be approved by Shoe Muse, this is to ensure the product you’re exchanging for is in stock. You will receive an email once we have confirmed availability, we will contact you if more information is required.

Your package must be delivered to us within ten (10) days of exchange’s approval date—the date of the email confirmation for the exchange. A refund may take up to five (5) business days to process.

If your item is returned without an RA and/or is not in perfect condition you will be required to pay any shipping costs arising from shipping your returned item(s) back to you

Please contact us if you have any questions or concerns. While we must adhere to our returns and exchanges policies, we recognize that exceptional circumstances do occur.  If a reasonable solution is possible, we will do everything we can to accommodate your needs.

For international returns, require duties must be prepaid by the sender. Please contact us if you have any questions at customer.service@shoemuse.com.