FAQ Frequently Asked Questions

Not sure about the right shoe size for your new pair of shoes or confused about the available payment methods? Don't worry, we will answer these and other urgent questions for you here in a nutshell. Your satisfaction is our goal.

How do I choose the right shoe size for me?

Shoe sizes are not standardized and therefore often vary from manufacturer to manufacturer. To determine your correct shoe size, it is best to use our size scale for orientation, which is displayed on every product page of our collection. Using these guidelines, you can determine the shoe size that is right for you.

I entered the wrong size when placing my order. Can I still change this?

As long as your new pair of shoes has not yet been shipped to you, making a change is not a problem. Simply send an email to: customerservice@shoepassion.com

Where are the Shoepassion shoes manufactured?

For our collection, we work closely with European shoe manufacturers. Designed in Berlin, true masters of the trade are involved in the shoe production and handcraft our shoe dreams.

How secure is shopping on Shoepassion.de?

If you enter data with us, this happens via a secure connection. We use the 128-bit SSL procedure to protect your data from unauthorized access. So you can shop with us without any worries.

I have lost my password, what can I do?

If you ever forget your password, simply have a new one sent to you. This is done through the Forgot Password option, which you can find below the login form. Alternatively, you can send an email to customerservice@shoepassion.com.

How does the payment process work?

When you proceed to checkout with your item, we will ask you for your preferred payment method. You can choose to pay by credit card (Visa, Mastercard & American Express), PayPal, Google Pay, or Apple Pay.

What are the shipping costs?

Shipments are free for orders with a value of 249 € or more. For orders below a value of 249 €, shipping costs of 4.95 € will apply. When ordering a shoe polishing machine, shipping costs of 19.90 € will be charged.

Why am I not receiving a confirmation email?

There are two possible reasons for this. Either there was a mistake when entering your email address, or our confirmation email has ended up in the spam folder of your email provider. Please check there or send us an email to: customerservice@shoepassion.com

My new shoes don't fit me. Can I return them?

Despite all care, your new pair of hand-stitched shoes does not fit you? No problem, please return the order for a refund and place a new order. In case of a return, there are no return costs for you if you use our return label. In case of "unpaid" or self-franked packages - which are not marked with our return label - you will bear the incurred costs. For more information, please refer to the section Article Return.

The shoes were damaged during delivery. What now?

Do not worry about it. All of our deliveries are naturally insured, and any damaged goods will be promptly replaced. We simply ask that you contact our customer service. Send an email to: customerservice@shoepassion.com

How long does it take to receive my order?

If your order is received by us on weekdays before 12pm, we will process it on the same day and ship your new pair of handcrafted shoes to you. Just 2 - 4 days later, you can hold your shoes in your hands.

How and when will I be notified if a pair of shoes is out of stock?

Our inventory management system will already show you in the shop whether a pair of shoes is in stock. If the shoes are sold out, you can still pre-order them. As soon as the shoes are available, we will deliver them to you.

How can I contact Shoepassion?

Either write us an email at customerservice@shoepassion.com or use our contact form for contacting us.