FAQ

Last updated: August 5, 2026

This FAQ is provided by Colet New York LLC, doing business as Colet.nyc ("Colet New York," "we," "us," and "our").

Orders

Can I modify or cancel my order?

We begin processing orders as quickly as possible to ensure timely shipment. If you need to modify or cancel an order, please contact us as soon as possible at info@colet.nyc. We will try to reverse the process, but once your order is processed, changes are not possible.

How do I know if my order was placed successfully?

You will receive an order confirmation email shortly after your purchase. If you do not receive a confirmation, please check your spam folder or contact us at info@colet.nyc.

I entered the wrong shipping address. What should I do?

Please contact us immediately at info@colet.nyc. If your order has not yet been processed, we may be able to update the shipping address. Once an order has shipped, we are unable to make changes.

Can I exchange my product?

We offer exchanges within 14 calendar days of delivery, subject to product availability. To request an exchange, please contact us at info@colet.nyc. For an approved exchange, we provide a return label at no charge for the original item and send a separate payment link for the shipping charge to dispatch the replacement item. We dispatch the replacement only after that payment is complete.

What should I do if I have received a faulty item?

If you receive a damaged, defective, or incorrect item, please contact info@colet.nyc as soon as possible with your order number and photographs of the issue so we can assist you promptly.

Shipping

Can I change my shipping address?

Once an order has been placed, we begin processing it as quickly as possible. If you need to change your shipping address, please contact us at info@colet.nyc as soon as possible and we will do our best to assist. Once an order has shipped, we are unable to make changes to the delivery address.

How can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information. If you have not received your tracking details, please contact us at info@colet.nyc.

When will my order ship?

Orders are typically processed within 1–3 business days. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.

How long will delivery take?

Do you offer free shipping?

We offer free standard shipping on eligible orders shipped to addresses in the United States with a merchandise subtotal of $500 or more after discounts and before taxes. Eligibility is calculated at checkout. Free standard shipping does not apply to expedited or upgraded shipping, the shipping charge for a replacement item in an exchange, or any other charges shown at checkout.

Delivery times vary depending on the destination and shipping method selected at checkout. Estimated delivery windows will be provided at checkout and in your shipping confirmation email.

What countries do you ship to?

We currently ship to addresses in the United States. Any additional eligible shipping destinations, if offered, will be shown at checkout.

Do I need to pay duties and taxes?

For any destination outside the United States that is made available at checkout, duties, taxes, and customs fees may apply. Any applicable charges will be displayed at checkout or collected by the carrier upon delivery, depending on the destination.

My package shows as delivered, but I cannot locate it.

We recommend checking with household members, neighbors, or your building’s reception desk first. If you are still unable to locate your package, please contact the shipping carrier directly using the tracking information provided. If you need additional assistance, contact us at info@colet.nyc.

Returns

What is your return policy?

We offer free returns for eligible items requested within 7 calendar days of delivery.

To be eligible for a return, items must be unworn, unused, in their original condition, and returned with all original packaging. Proof of purchase is required.

When trying on shoes, we recommend doing so on a carpeted or protected surface to avoid marking the soles.

How do I start a return?

To initiate a return, please contact us at info@colet.nyc within 7 calendar days of delivery with your order number. You do not need to provide a reason. After we confirm that the return is eligible, we will email you a prepaid return label and return instructions.

Do you offer exchanges?

Yes. We offer exchanges within 14 calendar days of delivery, subject to product availability.

To request an exchange, please contact us at info@colet.nyc with your order number and the size or style you would like instead. After we confirm that the exchange is eligible, we will email you a return label at no charge for the original item and exchange instructions. We will also send you a separate payment link for the shipping charge to dispatch the replacement item. The amount will be shown in the payment link, and we will dispatch the replacement only after payment is complete.

If a requested replacement is unavailable, we will contact you about available exchange options. Refunds are available under the return policy above, except where applicable law requires otherwise.

When will I receive my refund?

Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original payment method.

Please note that it may take 5–10 business days for the refund to appear, depending on your payment provider.

What if my item arrives damaged or incorrect?

Please inspect your order upon delivery and contact info@colet.nyc as soon as possible with a photo of the issue and your order number. This helps us investigate and assist you promptly.

Are shipping charges, duties, and taxes refundable?

Eligible returns are issued a return label at no charge. For an approved exchange, Colet New York provides a return label at no charge for the original item, but you are responsible for the shipping charge for the replacement item. We will send you a separate payment link for that charge and dispatch the replacement only after payment is complete. Any duties, taxes, or other government charges are non-refundable unless required by applicable law.

Are any items final sale?

Sale items, gift cards, and any items marked as final sale are not eligible for return, except where required by applicable law.

Products

What materials do you use?

We work with carefully selected materials chosen for their quality, durability, and character. Material information for each style can be found on the product page.

How should I care for my shoes?

To help extend the life of your shoes, store them in a cool, dry place and avoid prolonged exposure to moisture and direct sunlight. Specific care instructions can be found on each product page.

How are your shoes made?

We believe longevity is an important part of responsible design. Our focus is on creating shoes that are made to be worn and enjoyed for years, using quality materials and thoughtful construction.

We work with trusted manufacturing partners who uphold high standards of craftsmanship and responsible production practices.

How can I be notified when an item is back in stock?

Use the ‘Notify me’ feature in the size section of the product page. You will receive an email notification if the selected item is back in stock.

Sizing

How do your shoes fit?

Fit information is provided on each product page. Where relevant, we include notes on whether a style runs true to size, small, or large.

Where can I find sizing information?

Please refer to our Size Guide for detailed measurements and sizing recommendations.

I’m between sizes. Which size should I choose?

Fit can vary slightly by style. Where available, product-specific fit notes can be found on the product page. If you need additional guidance, please contact us at info@colet.nyc.

Do all styles fit the same?

Different silhouettes and constructions can fit differently. We recommend reviewing the fit notes provided on each product page before purchasing.