Frequently Asked Questions (FAQ)
Welcome to the official support page for vionecshoes.com. We understand that purchasing footwear online comes with questions, and we’re here to provide clear, helpful answers. Below you’ll find responses to the most common inquiries about our products, sizing, care, orders, and more. Please take a moment to review this information before reaching out.
Q1: What makes your shoes different from other brands?
A: Our footwear is designed with a focus on biomechanical support and everyday comfort. Each pair incorporates advanced arch support technology that helps align the foot into a natural position, reducing strain on the feet, knees, and lower back. The deep heel cradle and firm yet cushioned midsole work together to provide stability without sacrificing flexibility. Many customers report relief from common foot issues such as plantar fasciitis, flat feet, and overpronation after switching to our shoes. Despite the technical support, our designs remain stylish and suitable for casual, work, and dress occasions.
Q2: How do I find the right size?
A: We recommend starting with your usual US shoe size, but please note that our shoes generally run true to size for most customers. If you are between sizes, we suggest sizing up to the nearest half size for the best fit. For those with wide feet, many of our styles are available in a wide width option. To get the most accurate fit, measure your feet at the end of the day when they are slightly swollen, and refer to the size chart provided on each product page. Remember to wear the type of socks or hosiery you plan to use with the shoes while measuring. If you have tried our shoes before and found a particular size works, stick with that.
Q3: How should I break in my new shoes?
A: While our shoes are designed to be comfortable from the first wear, some styles with structured arch support may require a short break-in period. We recommend wearing your new shoes for one to two hours a day around the house for the first few days. This allows the footbed to gradually conform to your unique foot shape. Avoid wearing them for long walks or standing all day immediately after purchase. If you experience mild pressure under the arch, that is normal – it means the support is engaging. However, if you feel sharp pain, double-check your sizing or try a different width. After about one week of gradual wear, most customers find the shoes become exceptionally comfortable.
Q4: Can I remove or replace the insoles?
A: Yes, the removable footbed is one of the key features of our shoes. You can take out the existing insole to accommodate your own custom orthotics or prescription inserts. This makes our footwear a great choice for people who require personalized medical devices. If you plan to use your own insole, you may want to order a half size larger to ensure enough room inside the shoe. The original insole can also be washed gently by hand with mild soap and water, then air-dried before reinserting.
Q5: What is the best way to clean and care for my shoes?
A: Care instructions depend on the material. For leather or synthetic uppers, use a soft, damp cloth to wipe away dirt, then apply a specialized cleaner or conditioner designed for that material. Avoid soaking the shoes or using harsh chemicals. For fabric or mesh styles, you can gently brush off loose dirt and spot-clean with a mixture of mild detergent and water. Never put any of our shoes in a washing machine or dryer, as this can damage the adhesive, shape, and support structure. For the footbed, sprinkle baking soda inside overnight to absorb odors, then shake out. Let wet shoes air dry naturally away from direct heat sources like radiators or hair dryers, as heat can warp the materials.
Q6: Are your shoes waterproof?
A: Most of our shoes are water-resistant rather than fully waterproof. They can handle light rain, morning dew, or accidental splashes, but they are not designed for walking through puddles, heavy rain, or wet grass for extended periods. If you need a shoe for wet weather, look for our styles labeled with a weather-resistant coating or consider applying a spray-on water repellent specifically made for the upper material. Please note that even with treatment, the breathable mesh sections may allow moisture to enter. For complete waterproofness, we recommend our specialty seasonal boots, which come with a sealed membrane.
Q7: Do you offer any warranty on your shoes?
A: We stand behind the quality and craftsmanship of our footwear. Every pair is covered by a limited warranty against manufacturing defects for a reasonable period from the date of purchase. This includes issues such as sole separation that is not caused by normal wear, broken eyelets, or defective stitching. The warranty does not cover damage resulting from improper use, accidents, excessive wear, or failure to follow care instructions. If you believe you have a valid defect claim, please contact our support team through the website with your order number and clear photos showing the issue. We will assess your case and offer a resolution, which may include a replacement pair or store credit. Normal wear and tear (such as worn-down outsoles or scuffed leather) is not covered, as those depend on individual usage habits.
Q8: Can I return or exchange shoes if they don’t fit?
A: Yes, customer satisfaction is important to us. You may return unworn, undamaged shoes within the specified return window from the delivery date. Shoes must be in their original condition, with all tags attached and in the original box. We recommend trying them on carpet first to avoid marking the soles. If the soles show any signs of outdoor wear, we cannot accept the return. To initiate an exchange or return, log into your account on vionecshoes.com, go to your order history, and follow the prompts. You will receive a return authorization and instructions. Exchanges for a different size or width are processed as soon as we receive your returned pair. Refunds are issued to the original payment method. Please note that shipping costs are not refundable unless the return is due to our error (e.g., wrong item shipped). For hygiene reasons, we cannot accept returns on socks or any opened insoles.
Q9: How long will it take to receive my order after purchase?
A: While we cannot provide specific timeframes here, typical processing takes a few business days before shipment. Once shipped, delivery speed depends on the shipping method you select at checkout and your location. You will receive a tracking number via email so you can monitor your package’s progress. Please ensure your shipping address is correct at checkout, as we cannot reroute packages after they leave our warehouse. During peak seasons such as holidays, expect slight delays. If your tracking shows “delivered” but you have not received the package, check with neighbors or your local postal service first, then contact us with the details.
Q10: Do you ship internationally?
A: At this time, our website serves customers primarily within select regions. Please enter your shipping address at checkout to see if your location is eligible. International orders may be subject to customs duties, taxes, or import fees imposed by your country’s government. These charges are the responsibility of the recipient. We are not able to predict or cover these additional costs. Also, note that international delivery times vary greatly.
Q11: How can I be notified about new styles or restocks?
A: We recommend signing up for our newsletter via the pop-up or footer form on the homepage. Subscribers receive early announcements about new collections, limited-edition releases, and restocks of popular sizes. You can also follow our social media channels for daily updates. We do not share your email address with third parties, and you can unsubscribe at any time.
Q12: I have a medical condition affecting my feet. Are your shoes suitable?
A: Many customers with plantar fasciitis, metatarsalgia, or Achilles tendinitis find relief wearing our shoes because of the built-in support. However, we are not medical professionals. If you have a diagnosed condition, we recommend consulting your podiatrist or orthopedic specialist before making a purchase. They can advise whether our level of arch support is appropriate for your specific case. For some conditions like diabetic neuropathy, very soft cushioning might be preferable – our shoes tend to be firmer for stability. In all cases, try the shoes gently first and monitor how your feet feel.
Q13: Do you offer gift cards?
A: Yes, digital gift cards are available for purchase on our website. They make perfect presents for friends or family who appreciate comfortable footwear. Gift cards are delivered by email and can be applied to any future order. They never expire and are redeemable for the full amount. If you lose the gift card code, contact us with the original purchase details to retrieve it.