Complimentary Shipping and Returns on orders within the US

FAQ

What are your shipping fees?

Our shipping is absolutely free for purchases and returns. 

When will my order be shipped?

If your order was placed Monday through Thursday it will be shipped 24 – 48 hours after order is confirmed and payment is received. If your order was placed on Friday prior to 12:00pm PST, the order will be shipped on Monday.

What’s the status of my order?

Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information. Please allow 48-72 hours for order confirmation.

Will my credit card be charged immediately?

Yes, your credit card is charged upon completion of your order. When you enter your credit card information on the final review page, we’ll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we’ve charged your credit card.

Why did you call or e-mail me to verify my order?

For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online. Please allow 48-72 hours after your order is processed to receive the confirmation.

How do I change or cancel an order?

If for any reason you would like to cancel or change your order, please contact clientservices@artolausa.com as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?

We accept Visa, MasterCard, Discover and American Express.

Are purchases on this website really tax free?

All purchases are tax free unless you are having the product shipped to California or New York. California and New York shipments include a 10% sales tax.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

Do you ship to PO boxes or APO/FPO addresses?

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?

No. All shipments are sent with a packing slip, which only includes the product in the shipment, dollar amounts are not on the packing slip.

What is your return/exchange policy?

At ARTOLA we pride ourselves on making products of the highest quality materials with attention to detail. However, if you are not completely satisfied with your online purchase, you can send it back to us for an exchange or refund. Please note we are only able to do returns and exchanges on products purchased directly from our web store. Returns must be postmarked within 14 days of the original shipping date and should be sent prepaid. We will not accept CODs. All merchandise returned must be unworn, in original condition, with tags intact and in original packaging. A return or exchange cannot be processed without first contacting customer service to receive a Return Authorization number.

We recommend that you return the package back to us via traceable carrier and that you insure the full amount of the merchandise you are returning. We are not responsible for missing packages. We reserve the right to refuse delivery on packages received without a Return Authorization number clearly written on the package. We have the right to deny credit if the merchandise returned does not meet our return policy requirements.

If you receive a damaged or incorrect item, you must notify us within 3 days of receiving the product to be eligible for a return. We will only accept defective products at our discretion. If you receive a package from us that looks damaged to the extent that the merchandise may be damaged, refuse delivery and let us know by email immediately. All online Sale/Clearance purchases including temporary promotional purchases are final sale. Customer is responsible for shipping costs to return product. Please allow 2 weeks for the processing of your return/exchange from the date we receive your package.

ARTOLA will not cover shipping, duties and/or taxes on international returns.

How should I ship my return/exchange?

Pack and seal your box securely, in the original package if possible. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

Where are ARTOLA products made?

ARTOLA’s mission is to nurture and support US manufacturing whenever possible. We are currently working with shoe factories in New York, Pennsylvania, Arkansas, and artisan factories in Mexico. Our goal is to also form a non-profit factory in Brooklyn with afterschool programs to connect young designers with inner city kids and develop their artistic talents. Shoemaking speaks a universal language and serves as a creativity outlet to many people.

We work with the most compliant factories in the world and carefully review their procedures to include the following minimum requirements:

Jury Artola personally travels to the factories often to ensure these high standards are being met. Jury and Olga are also personal friends with the factory owners ­ which they have nurtured throughout their journey in the shoe industry.


Are there unique variations in each product?

Yes, while we always strive for consistency, as with any handmade product there are slight and unique variations in each of our goods. Many of our shoes and bags are painted and polished by hand, which makes each ARTOLA product unique.

Can you tell me when new products or special promotions are announced?

Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.

You can also sign up to be a friend of Artola NYC on Facebook here.

Why can’t I select the color/size combination I want?

It’s possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. You can email our Customer Service Department if what you’re looking for is out of stock, they may be able to help you in terms of when the product will be available.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, visit our Privacy Policy tab.

Is my personal and credit card information safe on your website?

Yes. We’ve taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

Is international shipping available?

We currently do not offer International Shipping at this time. Please continue to check back with us, as this could change in the future. Thank you for your interest in ARTOLA – The Brooklyn Footwear Company™