FAQs
Shipping
Which countries do you ship to?
We ship worldwide. You can preview the shipping costs during checkout, under "Estimate Shipping and Tax". We use courier services for all our shipments. If you have any special requests, please do not hesitate to contact us at support@juliamays.com
Do I have to pay VAT outside the EU?
No. Product prices for delivery to regions outside of the EU are net of VAT. Within the EU, a 20% VAT rate is included. We are working on delivery under DDP (Delivery Duty Paid), but currently we do not offer this option, meaning that local customs may charge you import duties and VAT. Unfortunately these charges are additional and at your own expense, all prices advertised on www.juliamays.com for regions outside of the EU are net of VAT and any other import charges. Please check with your local customs to get an estimate of these charges.
Where are your products shipped from?
All our products are shipped from the United Kingdom.
What payment methods do you accept?
Depending on your location, we accept American Express, Visa and Mastercard directly or via PayPal (No account required). We also accept Paypal via account and Bank Transfer.
How do I exchange my purchase?
If you would like to exchange your shoes for a different size, please return them following the conditions outlined in the return policy. As soon as we have received your items and they are accepted, we will send you a notification and your new items will be shipped the next day.
How do I return my purchase for a refund?
If you're not totally satisfied with your purchase, you may return it within 14 days of the delivery date. You can return your items following our return policy. As soon as we have received your items and accepted them, we will initiate the refund process.
Please note: the refund method will be the same as the original payment. For example, if you paid by credit card, the same credit card will be credited with the refund. A different refund method is not possible. Refunds may take up to 5 working days to process.
How can I cancel my order?
If you wish to cancel your order, please do so immediately by contacting us at support@juliamays.com
We maintain a next day shipping policy so in order to avoid incurring any charges to return your products please let us know as soon as possible. You have 14 days starting from the date of your order during which you may cancel without any reason, and you will receive a full refund of the purchase price. Please note however that if the item has been shipped and you wish to cancel your order, you will be responsible for the shipping costs incurred to return the item.
Where are your shoes manufactured?
All our shoes are handmade in Northern Italy, a region characterised by its centuries-old heritage in shoemaking. All our leathers and shoe components are sourced from Italy as well.
Do you have a store?
Our shoes are sold through www.juliamays.com and www.harveynichols.com
How do your shoes offer more support for the feet?
Our shoes feature an exclusive and uniquely designed fully integrated footbed made of high quality silicone or gel. Designed exclusively for our shoes and especially to support your feet while wearing heels, it features padding at the heel and under the ball of the foot. This helps to relief pressure and increase shock absorption. It also offers arch support which gives your feet extra stability and helps to reduce impact on the forefoot.
How do I choose the right size?
Julia Mays shoes are Italian sized, and have a small fit. We recommend sizing up if you are a half size. Our shoes are made of soft and subtle leather and will form after your foot after a couple times of wearing. To help you select the right size, we have a size guide that you can print and measure your foot on in order to facilitate the size selection process. Printer settings: save the file to your desktop first. Printing directly from the browser may keep you from selecting the right printer settings. Please set your printer to "do not scale" or "print actual size". If the preview shows the Guide does not fit on one page, make sure the page size is set to A4. This size guide is set to fit an A4 printing sheet exactly and respect the required printer margins. If you are not sure whether your printer scaled the document or not, you can verify the correct dimensions by measuring the 5 cm reference line on the the size guide. As shoe sizes vary by a couple of millimeters, accurate scaling is very important.
How do I remove a stain from suede?
Due to the soft and fine nature of suede leather, and because the leathers used for our shoes are particularly gentle, we recommend you very carefully dab the stain with the suede cleaning liquid Médaille d'Or Omninettoyant Cleaner and carefully brush the stain with the accompanying brush. Alternatively, and for smaller stains, you can gently run the stain with the the Médaille d'Or Super Gommadin. To restore the nap of the suede, brush gently with a soft brush.
Can I send in my shoes for repair?
Our shoes carry a 12 month guarantee on production faults and breakage outside of regular wear & tear. Regular wear & tear includes wearing and replacement of top-heel piece ( the part of the heel that comes in contact with the ground) the bottom soles and inside leather, and these repairs do not fall under our guarantee. If you wish to repair these, we recommend taking your shoes to a good local cobbler who should be able to do these repairs relatively fast and economical. If however, you wish for us to carry out the repairs you can contact us and we will asses the charges on an individual basis. If you believe you need a repair that is covered by our guarantee, or are in need of another repair, please contact us and we will be able to advise you.
How do I unsubscribe from your newsletter?
All our newsletters contain an unsubscription link in the footer, which you can click to instantly unsubscribe. Alternatively, you may contact us at support@juliamays.com and we will unsubscribe you.
Can't find your question? You can contact us at support@juliamays.com and we will be happy to help!