HELP

How do I contact G&L Handmade Shoes?
I've forgotten my password
How do I know whether it will fit?
How do I know what is in stock?
What if an item is out of stock?
How do I make a purchase?
What payment methods does G&L Handmade Shoes accept?
Can I order by phone?
How will I know you received my order?
Does G&L Handmade Shoes ship to post office boxes?
Does G&L Handmade Shoes ship to multiple addresses?
How much will I be charged for shipping?
How can I track my order?
How soon will my order arrive?
How can I expect to receive the goods?
Is my package insured?
Exchange Policy For On-Line Purchases
Reduced or sale items
Gift Vouchers
Repairs
Pricing Policy
Credit Card Safety
Is my personal information kept private?



How do I contact G&L Handmade Shoes?

If you have a question that is not answered on our site you can contact one of our Customer Care representatives on info@ganlshoes.com or telephone on the following number: Australia & Rest of the World + 61 2 8354 1005

I've forgotten my password
If you cannot remember your password, click on the 'SIGN IN' link at the very top of the home page, and follow the FORGOTTEN PASSWORD instructions.

How do I know whether it will fit?
G&L Handmade Shoes uses the Italian sizing system, however in order to help our customers with their shopping we have provided a size chart to be used as a guideline for international sizing. Should you be unhappy with the fit for a particular purchase you can exchange the item for a different size. Please follow the instructions listed under exchange. Many of us are familiar with the size we would wear in a particular brand or country. However, as sizing differs from country to country, and designer, the main international sizes - British, Italian, American and Australian - are aligned in our chart to help you choose the best size when trying our shoes for the first time.

How do I know what is in stock?
To find out if a product is in stock you can simply choose color, size and heel options, and it will show the status of the item: either 'available on line' or 'sold out'. In the case of items not available online you will be able to order the product in your size. Please be aware that even if the product is in your shopping bag it isn't reserved and can be bought by another customer while you are browsing.

What if an item is out of stock?
If an item you are interested in is out-of-stock, please click "have a question" button in the product page, to contact one of our Customer Care representatives on info@ganlshoes.com

How do I make a purchase?
Making a purchase is easy. Just follow these simple steps:
Shop by browsing through the 'Product'.
Click on the image to access the individual item's product page where you will be given information on description, sizing and colour options.
Add merchandise to your shopping bag by clicking on the 'Add to shopping bag' button near the desired item.
Review the items you have chosen in your shopping bag. To delete an item from your shopping bag, click on the 'Remove' button next to the item. Resume shopping after viewing your shopping bag, click the 'Continue shopping' button.
Proceed to checkout to finalize your purchases and follow the instructions.
For items not available on line we can try to locate the product for you in one or our boutiques and arrange a mail order purchase, please email us for this option on sales@gandlshoes.com

What payment methods does G&L Handmade Shoes accept?
We accept Visa, Master Card, American Express, and PayPal

Can I order by phone?
We will be glad to help you with your order over the phone. You Can contact us on: Australia & Rest of the World + 61 2 8354 1005

How will I know you received my order?
After you place your order, you will receive an email confirming that your order has been received. This does not mean your order has been accepted by us. Once your credit has been approved, the receiving address has been verified, and the item has been located, your order will be accepted and the item shipped. You will receive an e-mail notifying you if any of the items you ordered are not in stock, if this occurs the full amount of the invoice is returned to your credit card account.

Does G&L Handmade Shoes ship to post office boxes?
Due to shipping restrictions outside of Australia, customers with P.O. Boxes will need to arrange for an alternate physical delivery address. You must provide us with an address where our delivery service can get a signature upon delivery of your shipment.

Does G&L Handmade Shoes ship to multiple addresses?
During the checkout process, you will be asked to select the shipping address for your order. At this time, you can ship your online order to only one location. We realize that your order may include gifts that require shipping to several different locations. To do this you will be required to place separate orders for each address you wish to ship to. Should you require assistance to do this you can contact our Customer Care representatives who will gladly handle your order request. You can contact us on: Australia & Rest of the World + 61 2 8354 1005

How much will I be charged for shipping?

All shipping outside Australia handled by EMS and Fed-Ex

The following table details shipping costs for the item
 Country
   AUD  Shipping
 Australia  1-2 days  $12  Australian Post
 New Zealand  2-4 days  $40  EMS / Fed-Ex
 Asia  2-4 days  $50  EMS / Fed-Ex
 North America  2-4 days  $60  EMS / Fed-Ex
 Europe  2-4 days  $60  EMS / Fed-Ex
 Middle East  3-6 days  $60  EMS / Fed-Ex
 Rest of the world  3-6 days  $70  EMS / Fed-Ex

G&L Handmade Shoes ships internationally and uses Australia Post for all Australian deliveries. Please be aware that G&L Handmade Shoes is not responsible for any duties, tariffs, customs charges or additional charges levied by your country of entry. G&L Handmade Shoes is not responsible for any additional charges once the items you have ordered have left Australia. Should charges be levied in your country, and should you refuse to pay them, your credit card will be charged for all outgoing and return delivery charges that may be incurred by G&L Handmade Shoes. If you have questions regarding customs or duties charges and procedures in your country, it is your responsibility, not ours, to research this information PRIOR to placing your order.

How can I track my order?
A shipping confirmation is e-mailed to you as soon as your purchase has been shipped. To ensure the security of your delivery, we do not provide tracking numbers, but maintain a tracking number for each delivery. If you have questions about the delivery of your purchase, a G&L Handmade Shoes sales assistant will be pleased to assist you via e-mail at sales@gandlshoes.com

How soon will my order arrive?
We offer delivery to more than 40 countries around the world. Australian GST will automatically be deducted from merchandise shipped outside of Australia. This will be clearly indicated during the order and checkout process. We endeavour to dispatch all orders within 24 hours, however, please allow up to 7 days for delivery as external factors may cause delays. Your order will be shipped once:
Payment has been approved.
The delivery/billing address has been verified.
If you have ordered an item not available in stock, it will be shipped once the merchandise is in stock.

How can I expect to receive the goods?
Shoes will be delivered in signature G&L Handmade Shoes shoe box.

Is my package insured?
G&L Handmade Shoes has arranged that all merchandise in transit from G&L Handmade Shoes to the delivery address be insured against theft and accidental damage at no cost to the customer. Once the merchandise has been delivered to the specified delivery address the merchandise is no longer covered by insurance.

Exchange Policy For On-Line Purchases
We take great pride in our reputation for quality, and if for any reason you are dissatisfied with your stock item purchase, we will assist you with an exchange or credit note. All products must be returned to G&L Handmade Shoes for exchange in the original condition and packaging, unworn with a copy of the original invoice. Items returned within seven working days from delivery date will be exchanged for another item chosen by the customer, otherwise a G&L Handmade Shoes credit note will be issued to redeem within twelve months.

Reduced or sale items??
These items are not exchangeable for other items or an online credit note:

Gift Vouchers
G&L Handmade Shoes Gift Vouchers are available to purchase from our product page. Please select an amount from the drop down list, then proceed to checkout for payment. The Gift Vouchers are valid for twelve month from the date of purchase, and are redeemable at any of our stores including online. The gift vouchers are not redeemable for cash.

Repairs
G&L Handmade Shoes offers a repair service for G&L Handmade Shoes products purchased on-line. Products may be brought/mailed to any of the G&L Handmade Shoes boutiques in Australia. Please enclose a detailed repair request and your contact information. We recommend that you package the item securely and ship the product via insured mail as G&L Handmade Shoes will not be responsible for problems with delivery or if damage occurs during shipping. Please allow 1-2 weeks for a repair assessment. Detailed repair information and repair charge estimate will be emailed to you once the assessment has been completed.

Pricing Policy
Prices shown on the site are in AUD and are inclusive of GST unless an alternative country has been selected by the customer, as indicated in the top right hand corner of the website. Australian Government Tax (GST) will automatically be deducted from merchandise shipped outside of Australia. This will be clearly indicated during the order and checkout process

The AUD price of a product displayed on the website at the time the order is accepted will be honoured. If you are a customer whose credit card is not denominated in Australian Dollars, the final price will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction.

Credit Card Safety
Protecting the safety of your credit card information is important to us. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL is the gold standard in Internet encryption technology. CVV (credit card security code)
In an effort to make your shopping experience as secure as possible, we now require that you to enter your credit card's 3 to 4 digit security code (CVV). Since the code can only be found on the card itself, providing it helps to prevent credit card fraud.

Is my personal information kept private?
Please be assured that we consider all the information you share with us totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For details please read the G&L Handmade Shoes privacy statement. In order to register as a user at G&L Handmade shoes, we will need to know your name, mailing address and email address. In order to process credit card orders online, we will also need information including your billing address, shipping address, telephone number, credit card number and expiration date. We will use your billing and credit card information to process your order and inform you of its delivery. Please note that G&L Handmade Shoes does not keep your credit card details on the G&L Handmade Shoes website, and these details are therefore protected from any breach of security at the G&L Handmade Shoes website. We may also use information we collect to inform you of new goods and services via emails. If you do not wish to receive these emails, please send an email message to unsubscribe@gandlshoes.com Navigational information is only used for internal purposes to enhance the customer shopping experience and site usability and is not shared with any outside parties.