Frequently Asked Questions

Festive Season

Will my order arrive in time for Christmas?

We recommend placing an order as soon as possible to allow our team enough time to process your order during the festive season. Please refer to our delivery guide here to see recommended dates according to your location. If you have any questions, please contact us via info@manoloblahnik.com.

Are you offering extended returns during the festive season?

For all orders placed on manoloblahnik.com between the 15th November 2022 and 4th January 2023, you will have until 31st January 2023 to book a return collection online. Please click here to book a return collection.

Please note this does not apply to products on our sale site.

Can I still book a DHL return collection over the festive season?

Our partner courier DHL will run a limited service between 23rd December 2022 and 3rd January 2023. For this reason, some dates will not be available for collection over this time. Please note that DHL require a 10am – 6pm window for availability for their collection service. If you cannot schedule a collection online, please contact our customer service team for further assistance.

I am purchasing a gift from manoloblahnik.com. Will the recipient be able to return or exchange their order?

We understand that sometimes gifts are not quite right. You will have until 31st January 2023 to book a return online. Due to our return process, the return must be requested and authorised by the client who initially placed the order, as opposed to the recipient. Apologies for any inconvenience this may cause.

Kindly note that we only accept returns if the goods are in original condition and in accordance with our returns policy. Refunds will be made to the original payment card. We cannot accept returns for items purchased at our boutiques or stockists. To process a return for items purchased at one of our boutiques, please click here.

Please allow additional time for us to process your request over the holiday season.

I placed my order after the suggested Christmas cut-off date. When will it be shipped?

Orders placed after Monday 19th December may not be delivered in time for Christmas. Orders placed after this time may be delivered in early January. Once your order is processed and shipped you will receive an email update containing the tracking details.

Although we do our utmost to ensure your order is delivered in a timely manner, there are certain factors which are outside of our control, such as delays in transit, customs or poor weather.

Please refer to your shipment confirmation emails to follow your order journey.

How do I cancel my order?

Please contact our customer service department by emailing info@manoloblahnik.com as soon as possible or before 2pm GMT on Friday 23rd December to request an order cancellation during the Christmas period.

Please be aware that we cannot cancel your order if it has already been shipped. In this case, you will need to wait for your order to be delivered and then book a return collection accordingly. When the store has received and processed your return, you will receive your refund according to our Returns Policy.

I need assistance. Who do I contact over the festive period?

If you require assistance during the festive period, please send an email to info@manoloblahnik.com or use the Contact Us form on our website.

Please note that our London Headquarters, including our customer service support team, are closed from Friday 23rd December 2022, with operations to resume on Tuesday 3rd January 2023. A limited service strictly via email will be available during this time. Please accept our apologies for any inconvenience this may cause.

Please allow additional time for us to process your request over the holiday season as unfortunately, due to high volume, there may be some delay in responding to your query. Be assured that your queries are important to us, and we aim to respond as soon as possible.

My order has been cancelled. Why?

Please note that the shipment and delivery of orders is dependent on payment verification and availability of products. We may cancel your order if there is payment information missing or your details do not match. Please be aware that these measures are in place to protect your privacy and personal information.

Sourcing products from our network of boutiques means that sometimes an item may sell out in store at the very same time as an order is placed online. In a situation where we cannot fulfil your order with the correct style, colour and size, your order will be cancelled, and you will be refunded in full.

Orders

How do I make a purchase on manoloblahnik.com?

Before you start shopping, we recommend that you read our Terms and Conditions. You can either register on our site to place an order or you can check out as a guest.

How do I know if my new item will fit?

Every item on manoloblahnik.com has a size guide and fit recommendation on the product page. For a specific size query, please contact our Customer Service team via info@manoloblahnik.com. If the item you order doesn't fit you, please be assured you can return it using our free returns service. To view our full returns policy, please click here.

Which currency can I buy in?

The currency will be set according to your location and displayed at checkout. To ensure you are viewing the correct currency, you can change your shipping location on the top right-hand side of the web page.

What payment methods are accepted on manoloblahnik.com?

We accept Visa, Mastercard, American Express and JCB. Some cards may require authorisation from the issuing bank. Additional payment methods may be added from time to time.

Do you ship to my country or region?

Due to the coronavirus, some countries or regions may impose import restrictions meaning we have to temporarily halt shipments to these places. To see if we are still shipping to your destination please check the delivery details at the checkout.

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We ship to the following destinations:

Albania, Argentina, Armenia, Aruba, Australia, Austria, Bahamas, Bahrain, Belgium, Bermuda, Brazil, British Virgin Islands, Brunei, Bulgaria, Cambodia, Canada, Cayman Islands, Chile, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Egypt, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Guadeloupe, Guam, Guernsey, Honduras, Hong Kong - China, Hungary, Iceland, India, Indonesia, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Jordan, Kazakhstan, Kuwait, Laos, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macau, Malaysia, Maldives, Malta, Monaco, Morocco, Netherlands, New Zealand, Nigeria, Norway, Oman, Pakistan, Panama, Philippines, Poland, Portugal, Qatar, Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Spain, Sweden, Switzerland, Taiwan, Thailand, United Arab Emirates, United Kingdom, United States, Uzbekistan, Venezuela, Vietnam and Virgin Islands (U.S).

How long does it take for order processing and delivery?

We currently offer complimentary shipping with DHL Express. You will receive an email containing the tracking details as soon as your item is ready to be shipped. Please note that order processing times may take 1-2 business days and a further 2-4 days for delivery.

Kindly note that delivery to rural areas may take slightly longer.

During sales or busy periods dispatch may take an additional 2-3 business days.

How much will I be charged for shipping?

We offer complimentary express shipping to over 70 locations. Please note that shipping services may vary according to your shipping destination.

Will there be additional duties payable on my purchase?

We ship to most countries on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. The following countries are not shipped on a DDP basis and therefore require payment of duties and taxes at the checkout or upon delivery; Albania, Armenia, Aruba, Bahamas, Bermuda, Brazil, British Virgin Islands, Cayman Islands, Egypt, Georgia, Guam, Guernsey, Iceland, Isle of Man, Jordan, Kazakhstan, Laos, Lebanon, Macau, Morocco, Serbia, Uzbekistan and Virgin Islands (U.S). If you believe there may be an issue, please contact us.

When will I be charged for my order?

If you cancel your order before it is processed, we will refund you through your original payment method. If you paid by credit card, payment will usually be taken once your order is approved and ready for shipping. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period. If you cancel your order before it is processed, we will simply cancel the transaction and there will be no need to process a refund.

How will I know my order has been received?

You will receive a confirmation email once you have placed your order. This does not mean your order has been accepted. Kindly note that orders are subject to payment approval. As soon as your payment details have been approved by our team, your order will be processed.

Can I cancel my order?

Unfortunately, you cannot cancel your own order, please contact our customer service team via info@manoloblahnik.com if you wish to cancel your order. Please note we can only accept cancellations prior to the order being shipped and therefore ask that any order cancellation requests are made as soon as possible. In the instance that your order has already been shipped, we would advise you to wait for your order to be delivered and then utilise our free returns service, following the returns instructions located in your parcel. Once the store has received and processed your return, you will receive your refund according to our Returns Policy.

Can I reserve an item to buy later?

At the moment we do not provide a reservation service on manoloblahnik.com. To guarantee your purchase we recommend placing your order as soon as possible. You will reserve regular email updates in regards to your order process.

Can I make special requests on my order?

Unfortunately, we cannot accept special requests on orders at this time.

My order has been cancelled. Why?

Please note that the shipment and delivery of orders is dependent on payment verification and availability of products.

Sourcing products from our network of boutiques means that sometimes an item may sell out in store at the very same time as an order is placed online. In a situation where we cannot fulfil your order with the correct style, colour and size, your order will be cancelled and you will be refunded in full.

My order was cancelled. When will I receive a refund?

In rare cases where we cannot fulfil your order it will be cancelled and you will be refunded in full. We will always contact you directly with further information in regards to your order cancellation. You will receive your refund within 7 business days depending on the billing cycle of your bank.

Delivery

Do you deliver to PO boxes?

We do not ship to PO boxes. Please be advised if you enter a PO box in your shipping address your order will be cancelled.

How do I track the delivery of my order?

You will receive regular email updates on the delivery status of your order. You can also check the status by logging into your account on manoloblahnik.com or on dhl.com by inserting the tracking number supplied.

Where is my order?

Due to coronavirus, our partner courier DHL have waived the mandatory signature upon delivery to ensure they maintain a safe distance while delivering your order.

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Once your order is shipped you will receive an email containing the DHL tracking link. If you believe there is an issue with your delivery please contact our customer service team as soon as possible, preferably within 10 business days so we can assist accordingly.

Does my parcel require a signature upon delivery?

Due to coronavirus, our partner courier DHL have waived the mandatory signature upon delivery to ensure they maintain a safe distance while delivering your order.

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To ensure your parcel reaches you safely and in pristine condition we require a signature upon delivery. Please be advised that if you change your delivery options to waive the signature you accept the terms and conditions, and liability should any theft or damage occur from the time of delivery. Manolo Blahnik International Limited take no responsibility for lost or damaged parcel(s) if you have chosen to deliver your order without a signature. For further information please contact us at info@manoloblahnik.com.

Can I change my shipping address?

If you wish to change your shipping address after you have placed your order, please contact us directly via info@manoloblahnik.com. Please be advised that we cannot change the delivery address after the order has been shipped. It is not possible to change addresses to a different country.

Returns

Can I return my order?

We offer free returns for orders placed on manoloblahnik.com. You can book a return collection within 14 days of receiving your order. Returns must be in original condition as per our Returns Policy.

To book your return collection please click here.

What is your returns policy?

Please view our full returns policy here.

Can I exchange my order?

We offer exchanges on orders placed through manoloblahnik.com within 14 days of delivery. Please note that exchanges are subject to availability. Returns must be in original condition as per our returns policy.

You can follow the exchange procedure here.

I lost my return label. How can I get a new one?

You will receive an email shortly after booking a return or exchange containing the return shipment labels. Please check your emails from us to retrieve these documents.

I checked out as guest. How can I return my order?

Please go to our returns page and simply add in your order and email used to place the order. You will then be directed through our easy, free returns process.

I am purchasing an item as a gift. Can the recipient return it?

If you purchase an item on www.manoloblahnik.com with the intention of giving it as a gift, please be mindful that we can only organise returns if made within 14 days of the original delivery and in accordance with our returns policy. Once the 14-day period has elapsed, it will not be possible to organise a return for the order. Due to our return process, the return must be requested and authorised by the client who initially placed the order, as opposed to the recipient. Apologies for any inconvenience this may cause.

Kindly note that we only accept returns if the goods are in original condition and in accordance with our returns policy. Refunds will be made to the original payment card. We cannot accept returns for items purchased at our boutiques or stockists. To process a return for items purchased at one of our boutiques, please click here.

Can I use my own return service?

We offer easy, free returns for orders placed on manoloblahnik.com. If you are having issues organising a return, please contact us. We strongly advise against using your own return service. Should you need to use your own return service we recommend obtaining a proof of postage for tracking purposes. Please be advised that we do not take any responsibility for charges this may incur, including import duties and taxes upon entry to the UK and any loss or damage to parcels.

I decided to keep my order but have already submitted the return form. What should I do?

We understand that you may change your mind about your order. If you decide to keep your order after booking a return please email info@manoloblahnik.com. Don’t forget to include your order number.

How do I track my return?

As soon as we receive your return you will receive an email notification. You can also track the progress of the delivery by using the DHL tracking number on the return Airway Bill. Please understand that returns may take approximately 7 business days to be delivered back to us.

Can I return my item to a Manolo Blahnik boutique?

Unfortunately, we do not accept returns at our stores and boutiques for items purchased on www.manoloblahnik.com. Please be advised that if you take your order to one of our boutiques they will not be able to assist you. If you need assistance organising a return or exchange, please use the contact us form or email info@manoloblahnik.com. For more information, please view our Returns Policy.

If you would like to return an item purchased from one of our boutiques, please click here.

I am no longer in the country where my order was delivered. Can I organise a return collection?

Unfortunately, we are unable to book return collections in countries other than where the order was originally shipped. If you require assistance, please email info@manoloblahnik.com.

Can I make an exchange for a different style?

Unfortunately, we cannot accept exchange requests for a different style. Please go to our returns page and follow the instructions to return your order. You will then need to place a new order for the desired item.

How long does it take to process my exchange request?

We aim to approve your new exchange within 7-10 business days of receiving your return. Kindly note that exchanges are subject to approval and availability. Once accepted, you will receive an email containing the new order number. New orders will be processed between 2-4 business days of your exchange being approved. We will contact you if there are any issues processing your exchange.

I have requested an exchange. When will I receive my new order?

As soon as your exchange is approved and processed you will receive an email containing the new tracking information once your new product is ready to be sent.

If my exchange request is rejected will I receive a full refund?

Where you have notified us within 14 days of delivery and your return complies with our returns policy, if we are unable to exchange your order you will be notified by email. In cases where we are not be able to fulfil your exchange request due to availability, we will issue you a refund on the item value.

Refunds

When will I receive my refund?

All returns are subject to assessment according to our returns policy. Once your return is accepted by our team you will receive a confirmation email. Refunds for the item value are made to the original method of payment. Depending on your bank’s billing cycle, it may take up to 10 business days for the transaction to appear in your account. You can always contact your bank to check the status of your refund. During sales and busy periods, please allow 10 to 14 working days for processing your return.

Will I be refunded the full value of my order?

Once your return is accepted by our team you will receive a refund of the item value to your original method of payment.

Boutiques

Do you offer private appointments at Manolo Blahnik boutiques?

We are delighted to offer private appointments in nearly all our boutiques. You can contact the team for virtual personal shopping and styling appointments here.

Where are the boutiques located?

Please click here to view a complete list of our flagship boutiques and stockists, including the boutique locations and opening times.

I’ve purchased an item from a Manolo Blahnik boutique and would like to return it, am I entitled to a refund?

If you have purchased an item from a Manolo Blahnik boutique, you are entitled to return this item to the store of purchase within 14 days. Returns must be in original condition as per our returns policy. To find out more information about processing a store return, please click here.

Repairs

Do Manolo Blahnik offer a repair service?

Our team are happy to assist should you need guidance on repairs. We offer a one-year warranty for manufacturing faults on all items purchased on manoloblahnik.com, subject to assessment.

If you have purchased an item from a Manolo Blahnik boutique or stockist and you believe you have an issue with your shoes, please contact the stockist or boutique directly. For further information please click here or contact us directly by email at info@manoloblahnik.com. 

Please click here to view our policy on returns, repairs and warranty.

I believe my Manolos might be damaged. Am I entitled to a repair?

We cover repairs due to manufacturing faults within one year of purchase from manoloblahnik.com, subject to assessment. Please contact our team directly by emailing info@manoloblahnik.com so we can better assist you.

I have recently purchased from manoloblahnik.com and believe I have received a faulty shoe. What do I do?

If you have placed an order on manoloblahnik.com and believe you have received a faulty product, please contact us directly at info@manoloblahnik.com with your order number and photographs of the fault. Following our assessment, we will advise on how to proceed. Please do not send anything back to us prior to our confirmation.

I would like to restore a pair of Manolo Blahniks. What do I do?

If you would like to restore a pair of Manolos, please visit our repairs page where we can assist you further.

Whilst we are currently unable to provide this service in-house, we may be able to recommend a service local to you. Please contact our team at info@manoloblahnik.com for further information. Please note that we make these recommendations simply as a courtesy and do not take any responsibility for the end result.

I would like to resole my Manolo Blahniks. Where can I go for this service?

If you would like to resole a pair of Manolos, please visit our repairs page where we can assist you further.

Whilst we are unable to provide this service in-house, we may be able to recommend a service local to you by contacting our team at info@manoloblahnik.com. Please note that we make these recommendations simply as a courtesy and do not take any responsibility for the end result.

I would like to redye my shoes. Is this a service Manolo Blahnik offer?

If you would like to redye a pair of your Manolo Blahniks, please visit our repairs page where we can assist you further.

Whilst we are unable to provide this service in-house, we may be able to recommend a service local to you by contacting our team at info@manoloblahnik.com. Please note that we make these recommendations simply as a courtesy and do not take any responsibility for the end result.

I have booked a service through The Restory and need help.

For any enquiries regarding repairs and / or restorations currently at The Restory’s atelier, or in the shipment process, please contact their customer service team and they will be able to advise accordingly, service@the-restory.com.

I have received a pair of Manolos as a gift and I believe they are faulty. Can you help?

All repairs and returns need to be processed through the original place of purchase according to our returns policy. Please contact the store where the gift was purchased for further information. The shoes will then be assessed according to our returns policy.