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FAQs
01. Where is my order and how can I track it?
02. Can I cancel or make changes to an order?
03. How do I return an item and get a RAN?
04. How soon can I get my order and how much delivery will cost?
05. What payment methods do you accept?
08. Can I add items to an existing order?
09. When will I receive my order and when will be charged if one of the items is on pre-order?
10. Does the Stuart Weitzman Online Store ship to post office boxes or freight forwarding addresses?
11. Why are shipping restrictions applied to some items?
12. Does the Stuart Weitzman Online Store ship to multiple addresses?
14. Do I need to sign for my order?
15. Can I choose Express shipping for my pre-ordered item?
16. Are express shipping costs refundable? Are there return costs?
17. When can I expect my refund?
18. Are VAT and customs duties being refunded after I return products?
19. What do I do if I have lost my Return label?
20. How do I know if a particular item is in stock?
21. Do you offer a repair service for the items purchased online?
22. How can I remove my saved credit card details?
23. Do I need to set up an account to place an order? What are the benefits of creating an account?
24. What should I do if I forgot my password?
25. How can I manage my Email preferences?
26. How do I create a Wish List and can I share it?
27. Why is my order not showing in my account?
28. Where can I buy authentic Stuart Weitzman products?
29. I am looking for a style that is not on your website. Can you help me locate it?
30. I bought a Stuart Weitzman product in a store and I need assistance. What should I do?
ANSWERS
01. Where is my order and how can I track it?
If you have a registered account with us, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. You may also Track Your Order here.
We aim to dispatch orders as quickly as possible, usually within 2 business days. Estimated delivery times are to only be used as a reference, and we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number.
Packages are typically delivered via UPS or DHL; please see our shipping costs, methods and delivery times.
02. Can I cancel or make changes to an order?
Unfortunately once an order is submitted, our system is unable to make any changes.
Orders are processed very quickly and cannot be cancelled or changed. If you have ordered the incorrect size or have made a mistake while entering your address, please place a new order with the correct information. You will need to return the original order.
In addition, we are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.
SHOPPING WITH PAYPAL: If you choose PayPal as a payment method you will be immediately directed to PayPal’s payment page. Remember to check the shipping address that you have inserted on your PayPal account: it will be used as the address to which we ship your purchases. If it is incorrect, remember to change it directly in the appropriate section on PayPal. If you proceed with the purchase without verifying the address, it will not be possible to modify it.
03. How do I return an item and get a RAN?
Click here to request your RAN. If you have an account with us, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return, then click the 'Return Product' button. Please view our Returns section for further detail.
04. How soon can I get my order and how much delivery will cost?
We offer multiple shipping options. For further details, please visit our Shipping Information section.
05. What payment methods do you accept?
Please click here for more information on payment options.
06. Can I exchange my item?
Stuart Weitzman does not offer direct exchanges. You may simply place a new order online for your desired item, and return your original purchase for a refund. Follow our return instructions to send back the original item for a refund.
07. Can I change my currency?
Currency is pre-selected based on your Ship To location, and cannot be changed. If you are shipping to the UK or Switzerland, your order will be charged in British Pounds or Swiss Francs. For all other destinations, you will be billed in Euros. If you are a customer whose credit card is not denominated in Sterling, Francs or Euros, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.
08. Can I add items to an existing order?
Once an order is submitted, we are unable add items to an existing order. If you wish to add an item, you may simply place a new order for the additional items.
09. When will I receive my order and when will be charged if one of the items is on pre-order?
If one of the items from your order was pre-ordered, you will be charged at the time you place your order, not when the item is shipped. Your products will be shipped together after all of the items are in our Warehouse.
To ensure immediate delivery of in-stock items, please place an individual order for any pre-order items, and a separate order for in-stock items.
10. Does the Stuart Weitzman Online Store ship to post office boxes or freight forwarding addresses?
We are unable to deliver to Post Office Boxes, please use General Delivery.
11. Why are shipping restrictions applied to some items?
Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewellery of certain compositions, are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.
12. Does the Stuart Weitzman Online Store ship to multiple addresses?
We cannot ship to multiple addresses per order at this time. You may only ship to one address per order. If your order contains gifts or item(s) that require shipping to multiple locations, you will need to place separate orders for each delivery address.
13. Is my package insured?
All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.
14. Do I need to sign for my order?
Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature.
15. Can I choose Express shipping for my pre-ordered item?
You may choose Express shipping for any of your orders. However, please note that the Express shipping for the pre-ordered items will take effect from the moment your pre-ordered item arrives at our warehouse. Express shipping will not affect the estimated shipping date on the item page.
16. Are express shipping costs refundable? Are there return costs?
For most countries, there are no standard delivery charges or return shipping costs. Standard delivery is not available for all countries unfortunately. For more information, please see our shipping costs, methods and delivery times. The cost of Express Shipping will not be refunded on any returned orders.
17. When can I expect my refund?
Returns are processed within 14 business days. Once your return has been reviewed by our returns department, you will receive an e-mail confirmation for your records. From that date your refund will be processed in about 5-10 business days.
18. Are VAT and customs duties being refunded after I return products?
Please see our Shipping Information page.
19. What do I do if I have lost my Return label?
We are happy to supply a new label for you. Just contact our Customer Care team.
20. How do I know if a particular item is in stock?
Our website reflects our entire available inventory. If your preferred size is unavailable, there may be a "Notify Me" button next to the size. You may use this option and share your email with us to be informed if the product becomes available. Please note that even if an item is in your shopping bag, it is NOT saved. An item in your cart may be removed should it no longer be in stock.
21. Do you offer a repair service for the items purchased online?
Unfortunately we do not offer repair services at this time. If you need assistance please email our Customer Care team with photos of your shoe, a description of the damage, your order number, and best contact information.
22. How can I remove my saved credit card details?
There are two ways you can remove previously saved credit card details:
1. Edit or add a new shipping or billing address
2. During your next purchase, simply unselect the option "remember my payment details" on the payment page.
23. Do I need to set up an account to place an order? What are the benefits of creating an account?
Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your Account:
· Track your orders and review past purchases,
· Request your Return Authorization Number directly from your account,
· Gain access to your ‘Wish List’,
· Be notified when new products are available,
· Save your address and card details for faster shopping,
· Manage your account details and newsletter subscriptions.
24. What should I do if I forgot my password?
If you have forgotten your password, visit the 'My Account' section, click on 'Forgot Your Password?' and simply follow the 'Password Reset' instructions. You will receive an email with a new temporary password.
25. How can I manage my Email preferences?
Click on 'My Account' then select 'Newsletter Management’ to manage your email preferences.
26. How do I create a Wish List and can I share it?
In your 'Wish List' you can save your favorite products, keep track of them and eventually purchase them whenever you please. To create a ‘Wish List’ you will need to be registered and signed in. Click 'Add to Wish List' on the product page and items will automatically move into your Wish List, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can always share your ‘Wish List’ with your friends and include a personalised message.
27. Why is my order not showing in my account?
It may take a few minutes for an order to show in your account. If the order does not show in your account immediately after being placed, please check again later. If you have created your user account for the first time after you placed an order, the order will not show up in your account.
28. Where can I buy authentic Stuart Weitzman products?
To make sure you are buying the quality authentic Stuart Weitzman products, please always purchases directly from our official Online Store on eu.stuartweitzman.com or from any Stuart Weitzman boutiques. You may find the closest official boutique near you by clicking here. If you have any questions regarding counterfeiting please read our dedicated page.
29. I am looking for a style that is not on your website. Can you help me locate it?
eu.stuartweitzman.com offers the widest selection of Stuart Weitzman shoes but typically focuses on premier and popular styles in each category. If you have not found the style or size you want to purchase online you may contact or visit one of our retail boutiques using our Store Locator. Please know that stock levels and available style will vary by store location and retailer – and we suggest calling ahead to confirm availability. Our website reflects our entire available online inventory. If your preferred size is unavailable, there may be a "Notify Me" button next to the size. You may use this option and share your email with us to be informed if the product becomes available.
30. I bought a Stuart Weitzman product in a store and I need assistance. What should I do?
Stuart Weitzman stands behind the quality of its products and we follow strict guidelines for quality control. If you think your item has not performed as expected or you need assistance, please contact the retail store where it was purchased. They will be able to assist you further.