FAQs

Frequently Asked Questions

Welcome to the Shoeglow FAQ. Here you can find answers to common questions about ordering, payment, shipping, returns, refunds, and customer support.

1. What is Shoeglow?

Shoeglow is an online footwear and fashion store offering men's and women's footwear and related fashion products.

2. Where is Shoeglow located?

Shoeglow is located at:

1906 Bernard St
Raleigh, NC 27608
United States

You can contact us by email at support@shoeglow.shop or by phone at +1 910-421-0601.

3. What payment methods do you accept?

We accept several secure payment methods, which may include:

Visa
Mastercard
American Express
Discover
Diners Club
Shop Pay
Apple Pay
Google Pay
PayPal

Available payment options are displayed during checkout.

4. How long does it take to process my order?

Orders are generally processed within 1–3 business days after payment has been successfully confirmed.

Orders placed after 5:00 PM based on the applicable order processing location time may begin processing on the next business day.

Processing time is separate from shipping and delivery time.

5. How long does shipping take?

Our estimated standard delivery time is approximately 5–11 business days after your order has been processed and shipped.

Delivery times are estimates and may vary because of carrier delays, weather, holidays, high shipping volumes, or other circumstances outside our reasonable control.

6. Is shipping free?

Yes. Shoeglow currently offers free standard shipping on all products.

7. Will I receive a tracking number?

Yes. Tracking information is provided for shipped orders when available.

Once your order has shipped, we will send a shipping confirmation email containing the tracking information.

Please allow some time for the tracking information to become active after shipment.

8. Can I change my shipping address after placing an order?

If you entered an incorrect shipping address, please contact us as soon as possible at support@shoeglow.shop.

We can only make changes if the order has not already been processed or shipped. Once an order has shipped, we cannot guarantee that the shipping address can be changed.

9. Can I cancel my order?

Please contact us as soon as possible if you need to cancel an order.

Cancellation requests should be submitted before the order is processed. Orders placed after 5:00 PM based on the applicable order processing location time may begin processing on the next business day.

Once an order has been processed or shipped, it cannot be canceled. However, an eligible order may be returned after delivery according to our Return & Refund Policy.

10. What is your return policy?

Eligible items may be returned within 30 days from the date of delivery.

Returned items must generally be:

Unused
Unworn
In original condition
Returned with applicable tags and packaging

Please contact us before sending any item back so we can provide the appropriate return instructions.

11. Who pays for return shipping?

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

For complete information, please review our Return & Refund Policy.

12. What if I receive a damaged or incorrect item?

If your order arrives damaged, defective, or contains the wrong item, please contact us within 7 days of delivery.

Please provide:

Your order number
Clear photos of the item
Photos of the packaging, when applicable
A brief description of the problem

After reviewing the information, we will work with you to determine an appropriate resolution, which may include a replacement or refund.

13. How long does a refund take?

Once an eligible return has been received and approved, the refund will be issued to the original payment method.

Please allow approximately 5–10 business days for the refund to appear in your account. The actual timing may vary depending on your bank or payment provider.

14. Do you offer exchanges?

Shoeglow does not currently offer direct exchanges.

If you need a different size, color, or product, you may return the eligible original item and place a new order separately.

15. What should I do if my tracking information has not updated?

Tracking information may take some time to become active after your order has shipped.

If the tracking information has not updated immediately, please allow additional time for the carrier to scan and update the shipment.

If your package remains significantly delayed, contact us at support@shoeglow.shop with your order number and tracking information.

16. What should I do if my package says "Delivered" but I cannot find it?

First, check around your delivery location and any safe locations where the carrier may have left the package.

You can also check with other members of your household or building management, if applicable.

If you still cannot locate the package, contact the shipping carrier and then contact Shoeglow at support@shoeglow.shop so we can help review the available shipment information.

17. Do you ship internationally?

Shipping availability may vary by destination.

If international shipping is available for your order, the applicable shipping information will be shown during checkout.

Customers receiving international orders may be responsible for customs duties, taxes, import fees, or other charges imposed by the destination country.