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Customer Service

  • FAQs
    Here is a list of the most frequently asked questions.
  • Contact Us
    If you have any questions or need help please contact us. We will be happy to assist you.
  • Privacy Policy
    We respect the privacy of our customers and the visitors to our website.


If you have any questions or need help please contact us by e-mail or directly using our Live Chat. We will be happy to assist you.

How to Shop


Select styles will automatically include up to 40% discount at checkout. Offer valid only on already discounted shoes at & in Stuart Weitzman retail stores in Europe. (Not valid at department stores). All sale purchases have a 14-day right to return. Offer not valid on previous purchases. Some exclusions may apply. Discount is not applicable to taxes, duties or shipping charges. Stuart Weitzman reserves the right to change this offer.

Public Sale dates:

United Kingdom, Albania, Algeria, Andorra, Belarus, Bosnia and Herzegovina, Bulgaria, Czech Republic, Estonia, Georgia, Hungary, Iceland, Ireland Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malta, Moldova, Montenegro, Morocco, Netherlands, Portugal, Serbia, Slovakia, Tunisia, Turkey, Uzbekistan 12/06/2017 02/09/2017
Spain 21/06/2017 20/08/2017
Germany, Switzerland, Austria, Finland, Sweden, Norway, Denmark, Russia, Ukraine, Kazakhstan, Azerbaijan 21/06/2017 02/09/2017

1. Ordering

For First Time Users

For your security, first-time orders can only be shipped to the cardholder's billing address or a corporate work address which we are able to verify independently. To avoid delays to your order, please ensure that your billing address matches the address on your card statement, and that the cardholder's name is written as it appears on the card. Please also ensure that your contact details are filled in accurately so that we can contact you if necessary.

For Registered Users

If you are a returning customer and have an account, please sign in using your email address and password and you will be taken directly to the first ‘Checkout’ tab.

How To Make A Purchase

Shopping the Stuart Weitzman Online Store is easy: if you know what you are looking for, use the specific category links, such as 'Shoes', 'Accessories', shop by ‘Trends’ section on the site, or through our 'Icons'. Once you have found an item, select your size and color and use the 'ADD TO BAG' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (color, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

How To Make A Pre-Order

You can pre-order a selection of products before they reach the boutiques. They will be conveniently delivered to the address you prefer as soon as they are available in our stock. In the Check-out Page of pre-order items you will also find their expected shipping date. If your order includes both products that are already in stock and pre-order items, the products will be shipped all together on the latest expected date. You will receive a confirmation e-mail as soon as we ship your parcel.

Billing and Shipping

Enter your billing information as it appears on your credit card statement. Your credit card will not be accepted without the appropriate billing address and telephone number. If you are a returning customer, your billing address will automatically appear on the Billing and Shipping page. If the shipping address is different than the billing address, enter the address where you would like your order shipped.

Shipping Options

From the options provided, select from the shipping methods that are available for the item(s) that you wish to purchase. For more information on shipping, click here.

Payment Information

At this time, you must verify if your address information is correct, review your order, enter your payment method and click ‘Continue Checkout’. For more information on payment, please read here.

Purchase Summary

After you complete the billing details, you will find in the ‘Order Summary’ a summary of the items you are purchasing and the order total. Click on 'Submit Order' to complete the checkout.

Order Confirmation

Once the checkout is completed, in 'Your Order Confirmation' page you will find all the details regarding your order, including billing and shipping address, shipping and payment method selected, a summary of your order and the total amount. You will receive an order confirmation email which will include an order number that you can use to track your order in ‘My Account’. Once your items have been shipped, you will receive a shipping confirmation email with details of which item(s) have been sent. Please note that if you order more than one item, it is possible that different items arrive on different days depending on stock availability.

Sizing Information

Please refer to the fit details in the product description and the sizing chart on the product pages to help you choose the best size. If you are not entirely happy with the size you have purchased, return it for a different one. For more information, please visit our Returns & Refund section.

2. Changing or Canceling an Order

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give our Customer Service written notice within seven working days of receiving your items. Either email or write to us:

  • The Level Group s.r.l.
  • Order Cancellation
  • Piazza Arcole, 4
  • 20143, Milan
  • Italy

On receipt of your notice of contract cancellation, our Customer Service team will email you a Return Authorization Number (RAN). Please enter this number on the Returns Proforma Invoice that you received with your order and complete it with all the requested details. Include the Returns Proforma Invoice with your return so we can process your refund promptly. In case you’ve lost the Return Proforma Invoice, download it using the link found on the Return Authorization email you received from our Customer Service or download it here.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return.

Alternatively, you may prefer to return items using our free returns collection service. Please visit the Returns & Refund section in the Customer Service area for more details.

3. Valid Payment Methods

Payment for all goods can be by credit card. We accept payment with:

  • VISA

Cash on Delivery (C.O.D.) payment method is only available in the EU and in Andorra, Liechtenstein, Monaco, Norway, San Marino, Switzerland and Vatican City but will incur an additional cost. At the time of delivery, you must have the exact amount in cash to pay for your order. Payment by cheque is not accepted and the courier cannot give any change. To request a refund in the case you choose Cash on Delivery, it is necessary to have a bank account as refunds with this payment method can only be issued through Wire Transfer to a Bank Account.

Important notice: due to changes of Italian and French laws, as of today orders paid by C.O.D. and shipped to either of those two countries have an order limit that cannot be exceeded.

Italy: total order limit is €2.999,99.

France: total order limit is €750,00.