How do I return my order?
Customers can return unworn shoes for a refund or exchange for a different size or color within 45 days. Final Sale items are not eligible. We partner with Happy Returns to offer safe, contactless, and sustainable returns and exchanges. With over 2,600 drop-off locations nationwide, Happy Returns makes returns and exchanges easy. Click here to get started or visit our Returns + Exchanges page for more info.
Where is my packing slip?To be more eco-friendly, we are removing packing slips from our orders. But no worries – you will only need your order number (listed on your order confirmation email) or your email address and your shipping zip code to start the return process.
When will my shoes be delivered?
Once your order has shipped, we will email tracking information to the email address on your order. You can click the tracking link in your email as often as you wish for real-time shipment updates. You can also track your order status here.
Due to current circumstances, some orders may arrive later than expected. Our carriers, such as FedEx and USPS, may have more specific updates. We apologize for any inconvenience and appreciate your patience.
My shoes are defective. Can I return them?
If you believe your shoes are defective, you have the option to return them to our warehouse for inspection. Please note that we do not offer repair services or replacements parts and we do not guarantee refunds, as our warehouse makes the final determination.
We request that you send your shoes to the following address:
Franco Sarto Nushoe
8534 Siempre Viva Dr.
San Diego, CA 92154
Please print a Defective Product Return Form and follow return instructions. We are unable to offer exchanges for defective product returns. All returns will be subject to refund only. Note: We recommend using a traceable shipping service (UPS or insured U.S. Mail). We are not responsible for lost packages.
Do you offer exchanges?Customers can exchange unworn shoes for a different size and/or color for an equal or lower price within 45 days. Final Sale items are not eligible. If you wish to exchange an item for a different style, please process a return for a refund and place a new order for what you want. We partner with Happy Returns to offer safe, contactless, and sustainable returns and exchanges. Click here to get started or visit our Returns + Exchanges page for more info.
What are your shipping options and rates?
Free shipping on all orders $65+
Delivers in 5-15 days
Delivers in 3-7 business days
Delivers in 2-3 business days
Delivers in 1-2 business days
We must accept your order by 11:00 AM central time Monday through Friday in order for you to receive your order by the 2nd business day or next business day (PM). We do not deliver for FrancoSarto.com on Saturdays, Sundays or on national and federal holidays. FrancoSarto.com ships Monday through Friday only (excluding national and federal holidays) to addresses in the U.S.
We're happy to offer shipping to P.O. boxes, economy shipping only. Ground and expedited shipping options to P.O. boxes are not available at this time. We cannot deliver to military APO/FPO addresses.
When you place an order on FrancoSarto.com, you will receive an order confirmation message immediately. Once your order leaves our warehouse, we’ll send another email with tracking information.
Expedited shipping (2nd Day Air) or Rush Shipping (next day) is required for all orders shipped to Alaska and Hawaii, in addition to a fee of $5.50 per item ordered.
Why was my order cancelled?We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if an item became unavailable after the order was placed. In both cases, an email confirmation will be sent with the specific cancellation reason of your order. For more information, we ask that the credit card holder call us at 888-837-8892.
Can I cancel my order?To better service our customers, orders are processed and shipped very quickly. Therefore, we will be unable to cancel or modify your order, as we are unable to edit orders once they begin to process. Unworn items purchased on FrancoSarto.com may be returned within 30 days of the purchase date for a refund.
Do you charge sales tax?As of January 1, 2015 we have sales tax nexus in all states and are required to collect sales tax nationwide where applicable. The sales tax for a purchase is based upon the zip code where the merchandise is shipped.
Which credit cards do you accept at FrancoSarto.com?
FrancoSarto.com gladly accepts Visa, MasterCard, American Express, Discover, and PayPal. We also accept Visa and MasterCard debit cards. Credit and debit cards are subject to address verification by your financial institution. If you get an error message after submitting your credit card information, please double check to make sure that you entered the following correctly:
Your name as it appears on the card.
- Billing address on file with your card issuer
- Credit card number
- Card verification number
- Card expiration date
If you are still experiencing problems, please call your card issuing bank for details. Remember, when you shop at FrancoSarto.com, your credit card information is safe and secure. For more on how we protect this information, please see our Secure Purchase information.