Frequently Asked Questions

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.

Will Brexit affect my order?

Please be assured that, despite Brexit, no additional duties or taxes will be added to your order. The price you see at the checkout is the price you will pay. We may experience slight delivery delays with our courier DHL, however, our online store is operating as normal.

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:

Argentina, Australia, Austria, Bahrain, Belgium, Brunei, Bulgaria, Cambodia, Canada, Canary Islands, Chile, Colombia, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Guadeloupe, Honduras, Hong Kong - China, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Korea, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malaysia, Maldives, Malta, Monaco, Netherlands, New Zealand, Nigeria, Norway, Oman, Pakistan, Panama, Philippines, Poland, Portugal, Romania, Saudi Arabia, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Thailand, Turkey, United Arab Emirates, United Kingdom, United States, Venezuela and Vietnam.

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 2-4 business days and a further 2-4 days for delivery. If you are located within the EU or a major city you may receive your order the next day.

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

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 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?

Please be assured that we cover the cost of import duties on orders for all countries, so you don't need to worry. 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?

Except in relation to certain types of products, Manolo Blahnik is happy to accept cancellations, for any reason, at any time before your order is shipped and up to 14 days afterwards beginning on the day after you receive your purchase (“cooling off period”). For further details, please view our full 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

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 and Exchanges

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.

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.

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 exchange within 7 business days of receiving your return. Kindly note that exchanges are subject to approval and availability as well as regular order processing times. 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?

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.

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.

Repairs

Do Manolo Blahnik offer a repair service?

Please visit our Mend my Manolos page to discover more about our repair service powered by The Restory. This service is intended for all customers who would like to restore and / or repair their Manolo Blahniks due to wear and tear.

Please note all items purchased from manoloblahnik.com within the past year may be covered by our one-year warranty, subject to assessment. If this applies to you and you feel the damage is subject to a manufacturing fault, please contact our team via info@manoloblahnik.com. Please note this policy does not cover damage due to wear and tear or change of mind.

Alternatively, if you have purchased an item from a Manolo Blahnik boutique or stockist within the past year and you believe the item has a manufacturing fault, please refer to our returns policy.

I have purchased an item from manoloblahnik.com within the past year and believe it is faulty. Am I entitled to a repair?

Items purchased from manoloblahnik.com within the past year may be covered by our one-year warranty, subject to assessment. This policy covers manufacturing faults and imperfections but does not cover damage due to wear and tear or accidental damage.

Please contact our team via info@manoloblahnik.com with your contact details, proof of purchase and images of the item so we can assist you further.

I have purchased an item from a Manolo Blahnik boutique / stockist within the past year and believe it is faulty. Am I entitled to a repair?

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 item was purchased for further information. The shoes will then be assessed according to our returns policy.

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

If you have purchased an item from manoloblahnik.com within the past year and you feel the item has a manufacturing fault, please contact our team via info@manoloblahnik.com.

If it has been over 12 months since purchasing your Manolo Blahniks, please click here to visit our Mend My Manolos page and find out more about our bespoke restoration service powered by The Restory.

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 / repair a pair of Manolo Blahniks. What do I do?

If you would like to restore or repair a pair of Manolos please visit our Mend my Manolos page and discover more about our restoration and repair services powered by The Restory. Please click here to view a full guide on the services offered, the restoration process and costing.

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

If you would like a pair of your Manolo Blahniks to be resoled, please visit our Mend my Manolos page and discover more about our restoration services powered by The Restory. Please click here to view a full guide on the services offered, the process and costing.

I would like to redye a pair of Hangisi. Is this a service Manolo Blahnik offer?

If you would like to redye a pair of your Hangisi, please visit our Mend my Manolos page and discover more about the Reimagine and Refurbish services powered by The Restory. Please click here to view a full guide on the services offered, the process and costing.

How much will it cost me to restore my Manolo Blahniks?

Please visit our Mend my Manolos page to discover more about our restoration services, powered by The Restory. A generalised pricing guide is available on the available services page.

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.

I live outside of the UK. Can I use the Mend my Manolos repairs and restoration services powered by The Restory?

Yes, to view a full list of The Restory’s international pick-up services, please click here.

Covid-19

Are your boutiques now open?

We are delighted to announce that all our standalone flagship boutiques are now open with health and wellbeing at the heart of what we do. We take our responsibility to our employees, clients and the global community very seriously, whilst working to deliver the very best in client experience. Whilst our smiles may be hidden behind masks, we are overjoyed to welcome you back to our homes around the world!

For further information regarding Manolo Blahnik stockists please click here.

Which boutiques are offering virtual appointments?

If you prefer to shop from the comfort of your own home, we will continue to offer personal shopping via virtual appointments in our London, Paris and Geneva boutiques. You can also contact the team in London via WhatsApp, email and phone.

Please find contact details for our teams here.

What can I expect to be different in the boutiques to protect me from COVID-19?

We will continue to monitor and review all precautionary measures and make any necessary changes. Our teams will be on hand to guide you and have been fully trained on all health and safety procedures.

• We have implemented strict health and safety measures. Clear signage has been put up in our boutiques and our teams are fully trained on the new health and safety procedures.

• A limited number of clients will be permitted in store at one time. This will vary between our boutiques due to size restrictions.

• Full implementation of face coverings for our teams to ensure your health and safety and that of our teams and community.

• Hand sanitisers will be available at entrances and in key locations.

• Social distancing will be respected.

• Digital lookbooks will be available for you to browse in some boutiques during our busy periods.

• Regular thorough cleaning of our boutiques.

• Card payments will be encouraged.

What can I do to protect myself from COVID-19 when in the boutique?

• Please respect local social distancing requirements.

• Please wear a face covering to protect yourself, our visitors and our teams (unless exempt). Face coverings will be available if you do not have your own.

• Gloves and stockings are available should you wish to use them.

• Please ask a team member if you would like to handle any product.

How else is Manolo Blahnik supporting the global community through the pandemic?

MENTAL HEALTH FOUNDATION

Manolo Blahnik is proud to be an ongoing official partner of the Mental Health Foundation (MHF). The MHF has worked tirelessly throughout the COVID-19 pandemic to encourage systemic change to support mental health issues whilst providing invaluable resources for individuals. In addition to our regular commitment, we are proud to be assisting the MHF to fund the Mental Health: Coronavirus and the Pandemic project, a fundamental research programme to examine the pandemic’s impact on individuals and the wider community.

For further information please click here.

SMILE

Our hearts and thoughts go out to the global community during this time. We developed the SMILE initiative in the hope of spreading positivity and much needed enjoyment during this challenging time. The initiative includes creative activities as well as Manolo’s film and book recommendations. Please click here for more information.

This SMILE initiative was developed in support of our partnership with the Mental Health Foundation.