FAQ

Frequently Asked Questions

Are these authentic?
Every pair is carefully inspected before shipping to ensure the materials, construction, details, and overall quality meet our standards. You’ll receive exactly the style shown on this page.

How do I know which size to order?
We recommend ordering your usual sneaker size. If you’re between sizes or prefer a little more room, we recommend going half a size up.

Will I receive tracking information?
Yes. As soon as your order ships, you’ll receive tracking information so you can follow your package from dispatch to delivery.

How long does shipping take?
Orders are typically processed within 1–3 business days, followed by approximately 5–9 business days in transit. Delivery times may vary slightly depending on your location and carrier conditions.

Is shipping free?
Yes. Free shipping is available on all orders. There are no surprise shipping charges added at checkout.

What if I order the wrong size?
Contact our support team before returning anything. If the shoes are unworn and the requested replacement size is available, we’ll help you determine the available exchange options.

What if my order arrives damaged or defective?
Contact us within 30 days of delivery with your order number and photos of the issue. If approved, we’ll arrange an exchange or refund according to our return policy.

Is my payment information secure?
Yes. Payments are processed through secure, encrypted checkout technology. Your payment details are handled by our payment providers and are not stored directly by Stone & Moss.

Can I pay in installments?
Eligible customers can use Shop Pay Installments when the option is available at checkout.

Can I change or cancel my order after placing it?
Contact us as soon as possible. We’ll do our best to make changes before your order enters processing, but once it has been prepared or shipped, changes may no longer be possible.

What happens after I place my order?
You’ll receive an order confirmation first. Once your pair has been processed and shipped, you’ll receive another update with your tracking information.

I still have a question. How can I contact you?
Email us at support@voultie.com with your question and, if you’ve already ordered, include your order number. Our support team typically responds within 48 hours.