Frequently Asked Questions

Contact

Email us at hello@emaritaly.com

Chat with us at @emaritaly on Instagram

Support

The Premier collections of news styles are limited release items.  There are usually two colors being offered for each design. Pre-sale or pre-order allows you to purchase your shoes in advance.  You do not want to miss out on this opportunity! 

E’MAR shoes are designed to fit comfortably when you first try them on however as with any orthotic device, there may be a break-in period.  With wear, the foot will conform to the shape of the insole. The inlay is medically designed to keep your foot from pronating (falling arches) and to redistribute the pressure away from the ball of the foot into the heel.  This allows for ankle stability and no forward slippage of your foot. The shoes will also stretch across the widest part of your foot as you break them in, but they will not stretch in the length. How to get a perfect fit? It’s like finding a bra

If you have a full or wide foot type and the shoe feels extremely tight all the way around, we generally recommend trying the next size up.

If the top of your toes feel very cramped, we also recommend the next size up.

If your heel slips out of the back of the shoe when walking or you have a narrow foot, we recommend going a size down. 

Each E’MAR shoe order includes a specialized shoe stretching spray to help you customize the shoes for a better fit (only offered in the US).

We accept major credit/debit cards including Visa, MasterCard, American Express, and Discover. We also accept Apple Pay and PayPal.

All promo codes can be applied to the Offer Code field at checkout.

An order confirmation is sent to the email address on file as soon as the order is submitted.

If it takes longer than a few minutes to receive your order confirmation, please check your spam.

If your email cannot be located in your spam folder, please contact the Support team for further assistance: hello@emaritaly.com

Delivery

E’MAR shoes are handcrafted in Italy and direct to you from our warehouse in California.  As with all luxury items, time is key to quality. In-stock shoes will arrive approximately within 1-2 weeks of your order. Pre-sale orders will usually arrive 12 weeks after the order. Team E’MAR will send weekly emails on the progress of your shoes.

An email will be sent to you with a tracking number when your order ships. Alternatively, you can track your package by logging into your email for details regarding your order.

International shipments, please contact support for more information: hello@emaritaly.com

For international orders, shipping is variable and dependent on the country of delivery. Please note that additional customs fees, taxes, tariffs, duties, and brokerage fees in the country of delivery are charged separately. These fees are NOT calculated at checkout. These fees are the sole responsibility of the customer and are non-refundable.

We will gladly accept a return of your unworn item within 15 days of the purchase. To make sure your new shoes are returnable, please keep the sole intact, and only try your shoes on a carpeted surface. Merchandise must be unworn and undamaged, and in its original packaging including the original packing slip. Worn items and sales outside the U.S. are non-refundable. Other exclusions may apply.

To return your online order, you’ll need your order number and shipping zip code to initiate the return process. Your order number can be found in the order confirmation email you received, on the invoice in your shipment, or by contacting our client service team. The refund will be minus the shipping amount for the return. Returns can be initiated online.

It can take up to 15 business days from the date the return is shipped for the refund to appear on your original payment method.

Please note ALL SALE items are nonrefundable but can be exchanged for a different size or style. If there is a cost difference for the exchange, it will be adjusted accordingly. Please email hello@emaritaly.com for any questions.

Affiliate Program

We are a brand that offers products suited for many lifestyles and consumers. We have been featured in many publications and have collaborated with many influencers. If you are interested in becoming an affiliate, please email us at hello@emaritaly.com and we will be in touch soon.

Product Care

For leather: for light cleaning, we recommend washing your shoes with a cloth, wet with warm water. You can also spot clean your E’MAR shoes with a leather cleaner, which can be purchased at a drug store or cobbler. Be sure to test products before applying them to the whole shoe. Please avoid using wipes that have chemicals in them (such as baby wipes or Clorox wipes) as this will ruin the leather. If you’d rather leave it to the professionals, a cobbler or other leather professional can deep clean your shoes.

For suede: suede must be treated by a leather professional for all cleaning. To preserve the quality and beauty of the Italian suede, we recommend:

+ Keeping the product in its dust bag when not in use

+ Avoiding contact of light suede with dark clothing and vice versa to reduce the possibility of color transfer

+ Avoiding contact of suede with liquid, water, alcohol, or oils

+ Avoiding exposure to direct sunlight

+ Avoiding contact with rough or abrasive surfaces

Sizing

Concierge cobbler services, if you have any issues with ankle strap sizes or need the shoe to be stretched, you can use a local cobbler service and E’MAR will credit your account with the balance paid towards the service for future purchases.

View Size Chart

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