FAQ & CARE

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

Email:info@zvelle.com

Call or Text: +1-866-557-7105 (Mon-Fri 10am-6pm Eastern, Sat-Sun 10am-6pm Eastern).

SIZE GUIDE 

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 at time. Elle and our customer experience team fit-test all our shoes. Any member of our team can advise you on the fit and size. Talk to us anywhere. We are also available for virtual fittings. Please email at info@zvelle.com or call +1-866-557-7105 (Mon-Fri 10am-6pm Eastern, Sat-Sun 10am-6pm Eastern).

ORDERS & SHIPPING

Can I get my order expedited? 
Yes you can. We offer complimentary ground shipping in Canada and expedited shipping via DHL for the United States, but if you need your order faster, please email us at info@zvelle.com and we can quickly work it out for you. The cost for expedited orders depends on where you live and the size of your order.

How soon will my order ship?
All orders are dispatched within 24 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. 

What if I need to change my order? 
Sorry, but once you place your order, we can't edit the shipping address or the items within the order. Please email us at info@zvelle.com and 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 three months prior we will give you a gift code with 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 is out of stock in my size or completely out of stock.
We'd love to hear from you about your favourite Zvelle styles. Write to us at info@zvelle.com and we will quickly give you an update on restocking.

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

RETURNS & EXCHANGES

What is your returns & exchange policy? 
We have a 14-day return policy on full price merchandise. All sale items are final sale and cannot be exchanged or returned.

Returns and exchanges can be made within 14 days from the date purchased. We will gladly help you. Please ensure all returns are in the exact packaging you received them in, and try on the shoes on a carpeted surface. Worn or damaged items cannot be returned. To initiate a return or exchange please email us at info@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 promise to process all refunds within 10 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.

MATERIALS & CARE

SHOES
Zvelle shoes are handcrafted in family-owned factories in Italy or Brazil using fine, high quality European materials. We hope you will treat them with care so you can walk many thousands of steps in style.

Suede Leather
Zvelle suede leather shoes are buttery soft, with a rich, velvety finish. Darker and vibrantly colored suedes may stain lighter colored clothing and other materials if placed in close contact. Please be careful and remember to use your dust bag for storage and travel. To help your suede retain its beauty, you can pre-treat your shoes with a suede protector. Avoid exposing your suede shoes to water, and use a suede brush every now and then to smooth out any marks on the leather.

Nappa Leather
Italian Nappa leather is soft and buttery. Any vein marks or creases are normal and add to the character of the leather.

Floater (Tumbled) Leather
Our floater leather shoes feature a soft, rich material that has a pebbled texture. Treat this leather occasionally with a leather conditioner, to help keep it hydrated. As strong as this leather is, it requires general leather treatment.

Mestico / Calf Leather
Zvelle mestico or calf leather styles are smooth and refined. This type of leather has a polished finish, which can make superficial scratches visible. 

Light Colors
For all lighter colored leathers, we recommend avoiding exposure to dark fabrics and materials such as denim. The leather could show color transfer or stains.  

To help prevent scratching any of the above types of leathers, we recommend we recommend avoiding exposure to abrasive surfaces and storing them and always taking care to store the item properly in its dust bag when not in use.

HANDBAGS
Zvelle handbags are handcrafted in Italy with exquisite materials and natural leathers. Each leather is unique and any tonal variation should not be considered an imperfection, but a patina that adds to the character of an impeccably 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, gently dab it with a soft, neutral-colored cloth to absorb the moisture. To clean it, you may wipe it delicately using a soft cloth. Take extra care to protect light colored handbags. We recommend that you keep your Zvelle bag in a cool, dry place when you’re not using it.

FURTHER ASSISTANCE
If you need further assistance with care, cleaning or repairs, we recommend taking your Zvelle items to a trusted leather specialist. If you have any further questions, please contact us at info@zvelle.comand we would be delighted to help you.

ABOUT ZVELLE

How is Zvelle sustainable?

We care about our responsibility to our planet and the communities we work with. Zvelle is trying hard to become more sustainable as we grow. Currently we use deadstock materials (ones already produced, rather than creating any new materials), we make limited runs to avoid over-production, our material suppliers are sourced mostly within the local area of our factories to avoid extra transport impact, and we strive to use responsible packaging such as no plastic and 100% cotton, re-usable dust bags.

What is Zvelle's mission?

Our mission is to empower women to walk how they want. We aim to modernize the way women are portrayed through fashion.

Where are your shoes made and what materials are they?

Our shoes are made in Italy by small to medium sized multigenerational family owned factories.

Our shoes are currently made with the following materials: Upper: Italian leather, suede, patent leather, satin and PVC. The Sole is always 100% leather for our dress and casual shoes and rubber for our sneaker.

What makes Zvelle shoes comfortable?

There is an art and science to making shoes comfortable. We obesses over the construction and fit of the shoes and we make them with the best 'hands' in Italy. We work with expert craftspeople who make specialised shoes and have been making the same styles for decades and some more. We rigourlosly test them on real woman of all ages before we put our designs into production. Also our shoes have memory foam padding in them, which makes them ultra-comfortable for all-day wear.

Where are your bags made and what materials are they?

Our bags are made in Italy by small to medium sized multigenerational family owned factories. Currently our bags are made with 100% Italian leather and our latest bag is 100% vegan using the most luxurious technical nylon and Italian vegan leather.

How do you select your factories?

We work with the best small to medium sized family owned factories in Italy who share the same values as we do. Most factories are specialised in the making of one or two styles. These factories are multi-generational and treat their people fairly. They employ both women and men who have dedicated their life to shoemaking and the making of handbags and accessories. These factories value their craftspeople and pay them and treat them well.

Where is Zvelle sold?

Zvelle is sold only on zvelle.com, or from us to you directly at our showroom, or over the phone. By keeping our touchpoints limited we are able to keep prices accessible and customer service high.

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 the name Zvelle?

Zvelle 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.

ZVELLE IN CONVERSATION

How can I recommend someone for Zvelle In Conversation?

We always love learning about intelligent and independent-spirited women. You can send your suggestions to us at info@zvelle.com.

How often do you host Zvelle In Conversation events and how can I get on the list?
We host one Zvelle In Conversation event once a quarter. If you sign up for our email list, we’ll keep you informed about how to RSVP for an upcoming event.