Frequently Asked Questions
Looking for information on the right size and fit for your dance shoes? Below you will find answers to frequently asked questions about ordering, customization, billing and shipping, returns and exchanges.
If you don’t find the answer to your question here, please contact us.
How do I know what size to order?
To get the correct fit, measure your foot and use the size chart below.
Stand with your full weight on a piece of paper and keep your socks on. Draw a line across the back of the heel and another line across the top of the longest toe. Measure the distance between the lines in inches. ***Make sure to use your longest foot***
Refer to the chart below to find the size that matches your foot length. Our dance shoes are in European sizes.
Approximate Shoe Size Conversion Chart
Our heels are measured from the outside or longest part of the heel. Some companies may use other methods of measurement so make sure to double check the desired heel height.
How will I know if my shoe order has been submitted?
You will receive an email from us confirming your order. If for some reason you do not receive a confirmation email within 30 minutes, please check your junk folder. If there is nothing there, contact us at firstname.lastname@example.org.
If you created an account when submitting your order, you can click on Sign In to check the status of your order. Click on the “Order Lookup” button on the right.
You may also receive your order confirmation via text message if you select to use your cell phone number instead of an email at checkout.Can I custom order dance shoes to meet my specific needs/wants?
In most cases, yes! On some of our products, you can choose a custom order (color, heel, material) directly on the product page itself.
If you need additional customization options not found on the product page, please send your request to email@example.com. Your request will be reviewed and a representative will get back to you with more information. There may be additional charges when making custom orders.What happens if what I want to order is not in stock?
If the item you want is not in stock you may still purchase it and the item will be back-ordered. Backorders may take 2 - 5 weeks to process (delivery time not included). Refer to Shipping Information below for information on delivery times.
You will be charged when you place your order and the shoes will be shipped to you as soon as we receive them at our warehouse.Can I make changes or cancel an order that has already been submitted?
Order changes or cancellations should be made within 24 hours of submitting your order. Send an email to firstname.lastname@example.org with "Cancel Order" or "Change Order" on the subject line. Changes or cancellations may be made depending on the current status of the order. If the product has already been shipped, you will have to wait until you receive your merchandise and then follow through with our return policy.When can I expect to receive my order?
If the item is in stock, your order will be shipped out within 1 - 2 business days. You will receive a tracking number as soon as the order has been shipped. You should receive the order within 3-5 business days (please refer to Delivery Times below for more specific information on delivery).
If the item is on backorder or you are placing a hand-made custom order then your order will be shipped in 2 - 5 weeks. We use Canada Post as our standard shipping method to ship all over the world.
East Coast Canada: 1 - 3 business days
West Coast Canada: 4 - 6 business days
United States: 3 - 5 business days
International: 7 - 14 business days
Can you use our shipping provider to ship the product to us?
If you provide us with your shipping carrier account number, we can arrange to ship through your preferred carrier and will refund the shipping charges.
If you do not have an account, but would rather use a different carrier, please note that you need to cover the difference between our shipping rate and that of your carrier.
Please contact us to arrange either of these options.
BILLING & SHIPPING
What forms of payment do you accept for online orders?
We accept all major credit cards including Visa, MasterCard, American Express, Discover Cards, and debit cards from Visa and MasterCard. We also accept PayPal.
For wire transfers, cheques and money orders please contact us prior to making your purchase. Your order will only be processed when the payment clears.What are the shipping options?
You have the option to select the most appropriate shipping method for your budget and requirements. For shipping on all domestic and international orders, we use:
Canada Post Expedited Parcel
Canada Post Xpresspost
Canada Post Priority
USPS Priority Mail
USPS Priority Mail Express
Shipping charges are determined by the weight and destination of the package.Do you ship internationally?
Yes. Shipping charges are determined by the weight and destination of the package. Customers wishing to ship outside of Canada or the USA must cover the shipping fee. You have the option of arranging your own shipping method.
All international orders are subject to any applicable international shipping fees. The cost is based on the actual weight of the order. We do not ship to international P.O. boxes; a physical street address must be provided. Please allow 8 – 14 business days for delivery. You are solely responsible for any customs, duties, or taxes including Value Added Tax (VAT) fees for all international orders.
When ordering and shipping products from iLoveDanceShoesto a location outside Canada and the US, you are considered the importer to your country and must comply with all laws and regulations specific to your importing country. We are not responsible for any delays caused by a country's customs laws or any additional payments that need to be made in order to claim your order.
Will I have to pay any duties or taxes when shipping internationally?
Every country has a different system and set of rules for imported goods. We are not responsible for any duties and taxes incurred. It is the sole responsibility of the recipient of the merchandise. We are not responsible for the delay in shipping or the loss of packages due to the recipient’s negligence to pay required duties and taxes.Can I ship an order to multiple addresses?
We can only ship to one address per order. If you wish to ship to multiple addresses, please split your order and use a different shipping address for each order. We recommend contacting us to confirm that you are splitting the order and that it is not a fraudulent transaction or an error on your part.
PRODUCT WARRANTYWhat is the warranty on your products?
We guarantee all our shoes for up to 12 months from the date of purchase. Our warranty is only for defective workmanship and/or materials when used under normal conditions for the purpose intended.
RETURNS & EXCHANGESWhat is your return and exchange policy?
For claims within the first six months, shoes or boots will either be repaired, replaced, or a full credit (based on the original purchase price) will be issued toward a new pair of shoes. Shipping charges will not be reimbursed. For claims made within the second six month period, partial credit will be issued (based upon the original purchase price and extent of wear) toward the purchase of a new pair.
Credits will not be considered if shoes or boots have been subjected to excessive or unusual wear (cuts, burns, scratches, wear and tear in material), mistreatment, poor fitting, or if soiled. Credits will not be issued on shoes that customer is not satisfied with unless there is some visible defect. We make every attempt to fit shoes properly and find the right type of footwear for each individual. However, it is up to you as the customer to make the final decision as to how a shoe fits.
Email claims to email@example.com.
Clearance items are final sale and may not be returned or exchanged unless they arrive damaged or are defective in some way.
Returns and exchanges take 10 - 15 business days to process. We will email you to confirm that the return/exchange is being processed and that we are sending your new item or issuing you a credit. It may take up to 3-5 business days for any credits to show up on your credit card statement.
For more information about our return policy please click here.
What about returns and exchanges on made-to-Order / Customized Shoes?
For customized shoes, we allow exchanges if the selected color is black, skin, or tan. If the color or color combination is unconventional, we cannot exchange the shoes.
Returns or exchanges will not be accepted 15 days after delivery. Once the shoe soles show signs of use, the shoes can neither be returned or exchanged.
Can I exchange custom/special orders for another size, color or style?
Only custom orders made from our in-stock merchandise can be exchanged. You may select another pair from our in-stock merchandise.
ORDERING CUSTOM SHOESHow do I order custom shoes?
We offer the option to create custom shoes directly on the product page. Depending on the shoe, you can select the heel type, material, color, and other additions (such as crystals or a strap).
For any special customization options, contact us at firstname.lastname@example.org as not all options are visible on the product page. You may also check out our customization page for more information.
How does pricing work for custom shoe orders?
The price of the shoes you customize may differ depending on the material, color, heel height and shape. Depending on the option, the customization fee ranges from $15 to $60.
Made-to-order shoes where the heel, material, or color will change are charged a $20 customization fee. This cost applies to the listed options in the drop-down for certain shoes.
An extra $15 fee applies for wide / extra wide / narrow fitting shoes.
Adding crystal rhinestones to the heels such as EH10, EH11, EH4, will be charged $60 on top of the $20 customization fee. For heels with built-in crystals such as EH18G, EH20G and EH12, there will be a $25 charge on top of the $20 customization fee. Metal heels such as EH4G will be charged $15 on top of the $20 customization fee. Colors not listed under the “Material” options will be charged $20 on top of the customization fee.
Please note that our “Made to Order” products are final sale and non-returnable.
Please allow 4 to 5 weeks for delivery of custom orders.
GIFT CERTIFICATESMy gift certificate expired. Can I still use the gift certificates for purchases?
If the gift certificate has an expiry date then it cannot be applied towards a purchase after the expiry date. No exceptions will be made.I just received a gift certificate. Can I apply it on a previous purchase and get a refund?
Gift certificates cannot be applied to past orders. They are only valid for future purchases.Can I get a refund of the gift certificate?
Gift certificates are non-refundable. No exceptions will be made.Can I purchase accessories with the gift certificates ?
Gift certificates cannot be used to purchase accessories.After using the gift certificate for a purchase, I have a balance left. Can I get a refund of the balance?
We do not refund the balance remaining on gift certificates but you may use the balance on a future purchase.Can I combine multiple gift certificates on a purchase?