Customer Support | Nisolo


We will refund any unworn or unaltered merchandise within 30 days of the original purchase date for a merchandise exchange or a refund based on the original method of payment. Please return footwear with the original shoebox included in the shipment.  Please do not tape up the original shoe box to send back to us.  Shipping charges are not refundable. A credit should appear on your account.

Mail your return to:

Nisolo Returns or Exchanges

100 Taylor St
Ste A20
Nashville TN 37208 

Email us at with any questions.

*We can only process refunds within 60 days

Download Return and Exchange Form



7. How much does shipping and handling cost?

Currently we offer shipping through UPS with choices for Ground, 3-day, or 2nd Day for domestic orders. Shipping costs vary with every order. Shipping options and costs can be calculated in the “Shipping Information” section during the checkout process. Shipping costs are calculated based on the weight of the package, shipping location, as well as other various charges.


8. Do we offer international shipping?

Yes! Currently we offer international shipping through USPS.


9. What is the fastest way to contact us?

Please email us at or use the new chat feature on our website.


10. What forms of payment does NISOLOSHOES.COM accept?



11. When will you be restocking shoes that say unavailable?

Due to limited availability and long processing terms, because of the hand-made quality of the shoes, it takes around two months for a complete order to arrive to the United States for sale. We will have further shipment information upon request. If you have any style requests, please email us


12. Why can’t I add an item to my cart that appears to be in stock?

If you are not allowed to add an item or size to your cart, it is unfortunately unavailable at this time. We apologize for the inconvenience.


13. How do I know if my order was placed correctly?

Once your order has been submitted, you will be directed to an order confirmation page including your order number. If you reach this page, your order has gone through and will be processed. An email should be received confirming your submitted order. In addition, you can log in to your Nisolo account to view recent orders.


14. Can I cancel an order once it has been placed?

Please send us an email at for any changes needed and we will try our best to accomodate them!


15. What is your return/exchange policy?

We will refund any unworn or unaltered merchandise within 30 days of the original purchase date. Please return footwear in the original shoebox and return all other items with the original tags and tickets attached. Please do not ship the tape the shoebox closed to send back to us.  Please place it in a larger shipping box/envelope.  Shipping charges are not refundable. 


16. Do I have to pay to ship shoes back?

Customers are responsible for shipping on all returned merchandise. In return, we will pay shipping costs to send a new pair.


17. Which method should I use to ship shoes back?

Any method you prefer (USPS, UPS, FedEx, etc) is acceptable. It is highly suggested that a tracking number is secured for the return, as Nisolo is not liable for any return packages lost in transit.


18. Did my return arrive at the warehouse?

You will receive an email notification upon receipt of your package. It is highly suggested that a tracking number is secured for the return, as Nisolo is not liable for any lost packages.


19. How do I know my exchange/return has been processed?

Please allow up to 10 business days for the item to be processed. An email notification will alert you to the completion.


20. What if I was shipped the wrong item?

We sincerely apologize for any shipping mistakes. Please contact us and we will be happy to correct our mistake as quickly as possible.


21. How do I make a return without an exchange form?

Please contact us and we will supply you with the necessary information.


22. Why am I receiving an error message at checkout with a card I know should work?

If you are receiving an error message after entering your payment information, please double check to make sure that you entered the following information correctly:

Your name as it appears on the card
Billing address on file with your card issuer
Card number
Card Verification Number (found on back of card or front of AMEX)
Card expiration date


23. Does Nisolo ship to P.O. Boxes or Military APO/FPO addresses?

All domestic orders ship with UPS, which does not deliver to any P.O. Boxes or Military APO/FPO addresses.


24. How long does it take for my order to ship once it is placed?

We work our hardest to ship out orders the same day they are placed if placed before 12pm CST. However, please allow up to 2 days for the order to be processed. You will receive a UPS tracking number along with a shipping confirmation email once your order has been shipped.


25. Can I track my order once it has been shipped?

You will receive a shipping confirmation email from Nisolo which will include your UPS tracking number. Visit to track your order by entering the tracking number.


26. Lost or Stolen Packages

Nisolo is not liable for any lost or stolen packages.


27. What size should I order?

Please refer to each product description for style specific sizing guidance.  If there is no mention of sizing then normal sizing can be assumed. Please email with anymore questions.


28. Where are Nisolo shoes produced?

Nisolo shoes are handmade by our producers in Trujillo, Peru.


29. 100 Day Customer Satisfaction Guarantee

We would like our customers to be 100% satisfied with their product purchased from our website. If you notice irregular wear and tear on your shoes within 100 days, please contact us. We want to know about it, and we want to fix them!


30. Green Shipping

In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.


31. How long does it take to process my refund?

We initiate your refund when we receive your returned merchandise. You will receive an email verifying your return at this time. It may take 2-7 business days for this transaction to appear on your credit card or bank statement. If you do not see a credit appear one week after your email confirmation, please contact us.


32. How do I care for my leather shoes?

We recommend that you avoid extensive wear in the rain or snow, apply water repellent occasionally, clean with a soft, bristled or rubber brush to wipe away dirt, and occasionally use a leather conditioner after extensive wear.


33. How do I care for my soles?

If the rubber or leather on the soles wears down considerably, we encourage you to take your pair to a shoe repair shop to have the rubber/leather replaced.


34. What is the difference between the Emilio Chukka vs. the Emilio LE Chukka and the Wesley Oxford vs. the Wesley LE Oxford?

Both shoes have a similar shape and style to their counterpart, but the LE versions have a slightly thinner sole and a sleeker look as they do not have the top stitching around the upper.


35. Will I automatically be notified when an item on my wish list becomes available?

Unfortunately, we do not have the capability at this time to notify you automatically if an item on your wish list becomes available. If you would like to be notified about a specific style/size/color combination, please email us at


36. Does my store credit expire?

No, the value we give back to your account will remain the same until it is used.


37. I need new shoelaces. Where can I get a new pair?

Email us at, and we'd be happy to send you a replacement pair.



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