faq

What is your return policy?

Returns

Returns & Shipping

At SamEdelman.ca, every detail is important and nothing is more important to us than your satisfaction. We are confident that you will be comfortable with your purchase. However, if the need arises, returns of merchandise will be accepted within 30 days of original purchase. Refunds will be made in the same manner as original payment. Only unworn items may be returned. Shoes must be in their original box. All items must be returned unworn, unwashed, undamaged, and with all original tags attached. If items are marked FINAL SALE, they are not eligible for refund.

Shipping Policy

Standard Ground
Standard ground shipping is FREE to all provinces on orders $100+. 

Orders under $100 to provinces are subject to a flat ground rate of $9.99. 

Orders shipping to any of the Canadian Territories (Yukon, Nunavut, or Northwest Territories) are subject to a flat ground shipping rate of $30.00, and are excluded from free shipping.

SamEdelman.ca ships Monday through Friday only, excluding holidays. All orders are shipped via Canada Post. Shipping fees are non-refundable.

Return Policy

Returns of your unworn purchases are accepted for a full refund within 30 days of purchase, unless item is marked as Final Sale. Final Sale items cannot be returned. Visit our Returns page and follow the instructions to complete your return request to receive return instructions and your prepaid return shipping label. 

We are not responsible for returns until they are received in our warehouse. The warehouse will inspect merchandise sent back for a refund. We reserve the right to reject returns. If you use a method for your return which is not designated by our Returns page you are responsible for return fees. Return fees are non-refundable. Item(s) must be returned in the original Sam Edelman packaging.

SamEdelman.ca does not offer exchanges, instead, we ask that you return your unworn purchase and place a new order. If you have questions, email customer service. Please also feel free to call us toll free at 1-888-692-5311. 

Refund Process & Time Frame

Refunds will be processed to the original method of payment within 10 business days. Once the return has been processed, you will receive a return e-mail confirmation. Depending on the credit card company, it may take an additional 2-10 business days after the credit is applied for it to post. Unfortunately, SamEdelman.ca cannot refund your original shipping fees. If you received a gift purchased from SamEdelman.ca and need to make a return, go to our Returns page and follow the simple instructions there or contact cs@samedelman.ca for assistance.

Exchanges

We are unable to offer exchanges for SamEdelman.ca orders during the return process. If you would like the same shoe in another size or style, simply place a new order. We cannot guarantee inventory will be available when you place your new order.

Why was my order or item cancelled?

We routinely perform audit checks to verify order information in an effort to maintain high security standards for the protection of our customers. This may be why your order was cancelled. It is also possible that your order may have been cancelled if we ran out of stock in an item. In both cases, you will be notified that via email and you will receive a full refund for the cancelled item(s).

Can I cancel my order?

We apologize, but we are unable to cancel or modify your order, as we are unable to edit orders once they begin to process. 

Order Tracking

  • How can I track my order?

When your order is shipped you will receive an email with the tracking information.   

Sizing

  • Does Sam make shoes in my size

Our standard size run is 6-10. However, we do make some styles in size 5-12. Each product page lists the size run available in the size drop-down box.

  • How do I know my Sam Edelman Size?

Our website provides size conversions from U.S. to European sizes for each shoe in the size drop-down box.

Promotions

  • Why did my promo code not work?

There could be more than one reason for this: (1) Only one promo code can be used per order. The last code you enter will be the one that gets applied. (2) Promo codes, coupon codes and gift certificates may not be used on previous orders and may not be redeemed for cash. (3) Certain items may be excluded from some discounts and promotions. Select colours of "Icons" or iconic styles - as well as "Exclusively Ours” and other select styles will be excluded at checkout upon application of the discount to your cart. (4) Some discounts may only be applied to sale-priced items (regular-priced items may be excluded). 

*Refer to the terms and conditions of each offer for specific information.

Contact

  • How do I get in touch with someone at Sam Edelman?Email: cs@samedelman.ca Phone: 1-888-692-5311