FAQ & CARE

Get In Touch Anytime! We're always here for you – and love to hear from you.

Email: styleconcierge@zvelle.com

Call or Text: +1-437-259-1152 (Monday - Friday 10am - 6pm Eastern Time).

Size Guide and Virtual Styling 

What size should I order?  
Our shoes are true to size and are based on a medium size foot. We suggest ordering your size unless otherwise noted. Please order one size at a time.

Elle and our style concierge team fit-test all our shoes. Any member of our style team can advise you on the fit and size. Talk to us anywhere or schedule a virtual styling appointment.

Please email us at styleconcierge@zvelle.com or call/text +1-437-259-1152 (Monday - Friday 10am - 6pm Eastern Time).

Virtual Styling 

We offer one-on-one virtual styling appointments with a member of our style concierge team. We want you to have a personalized and seamless shopping experience at Zvelle. Whether you just have questions or want to refresh your accessories we are here for you and always love getting to know you.

To schedule an appointment please email us at styleconcierge@zvelle.com or call/text/Whatsapp +1-437-259-1152 (Monday - Friday 10am - 6pm Eastern Time). Styling appointments can be done via a video or audio session depending on your comfort level, needs and availability. Once confirmed, we will send you the link.

Orders & Shipping

Can I get my order expedited? 
Yes you can. We offer complimentary ground shipping worldwide, but if you need your order faster, please email us at styleconcierge@zvelle.com and we can quickly work it out for you. There will be a cost for expedited orders depending on where you live and the size of your order.

How soon will my order ship?
All orders are dispatched within 24 - 48 hours of receiving the order (excluding weekends and public holidays). You will receive a shipping confirmation and tracking number. Delivery times vary between regions and we will inform you when we send you the shipping confirmation. If you need your order sooner for a special occasion feel free to let us know and we will always do our best to get it to you sooner.

What if I need to change my order? 
Once you place your order, we can't edit the shipping address or the items within the order. Please email us at styleconcierge@zvelle.comand we'll do what we can to help.

How do I use my gift code or discount code?
Enter your gift code or discount code at checkout.

Do you offer price adjustments?
Yes. We rarely have sales and if you have purchased anything on sale within one month prior we will give you a gift certificate for the difference, which you can apply to future orders.

Do you include a physical receipt in my order?
No. We provide electronic receipts only to minimize waste. Your electronic receipt has all the information you need and if you need anything further we will gladly help you.

I want to order a pair of shoes that are sold out in my size or completely out of stock.
We love to hear from you about your favorite Zvelle styles. Write to us at styleconcierge@zvelle.comand we will quickly give you an update.

Can I purchase a Zvelle gift card?
Yes, you can here.

Returns & Exchanges

What is your returns & exchange policy? 
We have a 14 day returns and exchange policy on full price merchandise.

All products purchased on sale are Final Sale. No returns, exchanges or exceptions.

Returns and exchanges can be made within 14 days of delivery receipt. We will gladly help you. Please ensure all returns are in the original condition and original packaging you received them in, and try on shoes on a carpeted surface. Shoes or handbags that show any signs of marks, wear or damage cannot be returned. To initiate a return or exchange please email us at styleconcierge@zvelle.com and we will immediately take care of it for you.
 

For more about our returns and exchange policy, visit our Shipping & Returns page.

When can I expect my refund?
Once we receive your return shipment, we will send you an email confirming the approval of your refund. We will process all refunds within 3 business days. If you have not been credited after this time period, we suggest checking with your bank or credit card company, as refunds can take time to post to your account.

Care Guide

Shoes
Zvelle shoes are handcrafted using luxury, natural and high-quality Italian and European materials. Small creases or variations in tones, marks or grains are natural features and should not be considered imperfections.

We recommend you treat your shoes with care so you can walk many thousands of steps in style. Store your Zvelles in a dry space with good ventilation and outside of direct sunlight. We suggest leaving the tissue paper inside your shoes to maintain their original shape when storing them.

Avoid contact with water, oils, non-specialized cleaning products and abrasive products. If your shoes get wet, gently dry them with a soft neutral-colored cloth without rubbing and let them dry at room temperature. Do not apply any cleaning products without consulting a reputable cobbler. Our style concierge team is always happy to assist you with recommendations of care and finding reputable cobblers in your city.

Handbags
Zvelle bags are handcrafted using exquisite, natural and high-quality Italian and European materials. Each leather is unique and any tonal variation should not be considered an imperfection, but a patina that adds to the character of a patiently crafted bag.

To preserve the enduring quality of your bag, avoid over-exposure to light, heat and humidity. Should it come in contact with water or liquids, gently dry it with a soft, neutral-colored cloth to quickly absorb the moisture. Always use a delicate touch when cleaning your handbags.

Take extra care to protect light colored handbags that may come in contact with darker colors as a slight transfer of color can occur with any leathers or garments in humid environments.

We recommend that you keep your Zvelle bag in a cool, dry place when you’re not using it. When storing your handbag avoid overfilling it to preserve the original shape.

Consult a professional leather cleaner prior to applying any products to your Zvelle handbags or accessories. Our style concierge team is always happy to assist you with recommendations of care.

About Zvelle

How is Zvelle sustainable?
We produce our collections entirely in Italy working closely with family-run factories. Each factory is handpicked for its unique specialization, local luxury suppliers, and dedication to sustainability.

We produce in small batches using existing luxury materials within 100km of our factories. This is a sustainable approach to production. It allows us to minimize waste and repurpose our materials. Being independent gives us the luxury of only producing styles in quantities we believe we can sell, which is also why we offer pre-orders regularly to manage demand.

We use responsible and minimal packaging to avoid waste and plastic. All our styles come with a reusable and 100% recyclable cotton tote bag. We encourage you to reuse your tote bags in your daily life and travels in addition to storing your Zvelles in them.

Zvelle tote bag
100% recyclable, reusable cotton bag crafted in Europe.

What is Zvelle's mission?
Our mission is to inspire and remind you to walk how you want.

What makes Zvelle shoes comfortable?
There is an art and science to making shoes comfortable. We obsess over the construction and fit of the shoes and we make them with the best 'hands' in Italy. Our artisans have been crafting shoes for decades and some more. We rigorously test them before we put our designs into production. Craftsmanship is in Zvelle’s DNA and fit and comfort is a natural extension of our craft.

How do you select your factories?
Crafting unique and beautiful products is what we have dedicated our life to. It’s our passion and we are excited to create dreams with our hands everyday. We work with Italian factories who are specialized and employ the best artisans. These factories are family-owned and independent like us. We share the same values such as craft, humanity, sustainability and legacy. They respect and honor their artisans and pay them fairly. Our factories work with the best luxury suppliers who can trace their development process from start to finish. This is why we handpicked them and continue to work with them.

Where is Zvelle sold?
Zvelle is sold only on zvelle.com. We like to keep our touchpoints limited and offer you white glove service. We offer complimentary ground shipping worldwide.

How do you pronounce Zvelle?
We're happy you asked. It's one syllable, rhymes with shell. Z-V-ELLE.

What's the origin of name Zvelle?
Zvelle is the combination of Elle's first name and last name. If you call her Zvelle accidentally she won't mind as you won't be the only one.