Frequently Asked Questions
If you have any questions about E'MAR styles or brand, please email us at email@example.com or chat with us at @shop_emar on Instagram.
For style selections, fit tips, or to learn more about our medical technology, please request a one-on-one consultation with our founder, Dr. Najwa Javed, by contacting us at firstname.lastname@example.org.
We’re available by email and direct message on Instagram Monday - Friday, 8:00 am - 5:00 pm PST. Our customer service team will get back to you within 24 hours.
WHAT IS PRE-ORDER OR PRE-SALE?
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!
WHAT SIZE AM I IN E’MAR?
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).
WHICH PAYMENT METHODS ARE ACCEPTED?
We accept major credit/debit cards including Visa, MasterCard, American Express, and Discover. We also accept Apple Pay and PayPal.
HOW DO I USE MY DISCOUNT CODE?
All promo codes can be applied to the Offer Code field at checkout.
WHERE IS MY ORDER CONFIRMATION?
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: email@example.com
WHEN WILL YOUR ORDER ARRIVE?
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.
HOW DO I TRACK MY ORDER?
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: firstname.lastname@example.org
DO YOU SHIP INTERNATIONALLY?
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.
CANCEL OR RETURN ORDER:
At E'MAR, we continually strive to offer the best service possible to our customers shopping online with us. However, in the unlikely event that you're not entirely satisfied with your purchase from us, you can return your item/s for a refund within 30 days of delivery. 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. A $10.00 return fee will be deducted from your order for ALL RETURNS. Returns can be initiated online via email@example.com.
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/PROMOTIONAL 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 firstname.lastname@example.org for any questions.
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 email@example.com and we will be in touch soon.
HOW SHOULD I CARE FOR MY E’MAR SHOES?
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
HOW TO WEAR E'MAR HEELS/ BREAK THEM IN?
As you enjoy your E'MAR heels, here are some helpful tips to ensure a perfect fit:
1. Break-in Period: The line is built on intrinsic medical technology and therefore has a break-in period. We advise wearing the heels for a couple of hours a day until your foot conforms along the arch and to the dual-layered memory foam as depicted in this schematic.
2. Shoe Stretching Spray: E'MAR has a specially formulated shoe stretching spray that softens and stretches shoes for a greater customized fit. It is safe to use on E'MAR premium suedes and leathers.
3. Easy to Use: Shake bottle, Spray generously on the area you want to expand (inside and outside), immediately wear your shoes, walk around in them till dry. Repeat as needed. You can also use a wooden shoe stretcher overnight instead of wearing the shoes after application.
4. Anti-slip Layer: This layer is built into each heel and will allow for optimal grip and traction as you walk. Remove the film off of the sole when ready to wear outside.
5. Perfect FIT: If you are unsure of the fit, please wear the shoes on carpeted surfaces so that they do now become scratched. This will help in the exchange or return process.
6. Concierge Consultation: If you have any questions, please request a one-one consultation with Dr. Javed via firstname.lastname@example.org.
PLEASE SEE OUR SIZING CHART FOR WHICH SIZE YOU SHOULD PURCHASE
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.