Frequently Asked Questions

General Information

1. How can I contact XOXO Shoes about a potentially fraudulent website or email?
Please report these issues to Customer Service via email .  

2. I purchased a pair of XOXO Shoes in a store and they are damaged.  What can I do?
Any items purchased at a retail location or website must be returned to that retailer, according to their return and/or exchange policy.  If you encounter a problem, please feel free to contact us at            .

3. Do you have XOXO Shoe Stores?
We do not have XOXO Footwear retail locations at this time. 

4. I found a pair of shoes on your website in my size, but when I checked back the next day they were no longer available.  Why did this happen?
All of XOXO Shoe styles are very popular, so it is not unusual for our styles to sell out quickly, especially in the most popular sizes. 

5. Can I order children’s shoes from your website?
Children’s shoes are not available for on-line purchasing at this time.

6. Do all of your shoes come in half sizes?
Unfortunately, not all shoes.  To verify if a specific shoe is available in half sizes, go to “shop on line” and select the desired size and category.  If the shoe does not appear in the results box, then it is not available.

7. Is my personal information kept private?  How is it being used? 
We use a secure server to ensure privacy for all information entered.  In addition, we do not use your personal information for anything other than processing your order.

8. I saw a pair of shoes I like when I was browsing your website.  But, when I tried to buy it, I couldn’t find them anymore.  What happened to them?
If the pair of shoes you are looking for is not displayed when you shop online, this could mean that the particular style is not available in the size you are looking for or the size is out of stock.

9. I have a pair of XOXO Shoes that I purchased last year but I don’t see them on your website.  Does this mean you no longer carry that style?
Not necessarily.  The items on our website are current styles.  You may email  to see if we have any left in stock.

10. How can I contact your company?
You may contact XOXO Footwear via email. 

11. How do I change my email address or contact information?
Simply log into your account using your email address and password, and you will be able to change/edit your personal information in your account profile.

12. How do I reset my password?
Please email us for assistance in resetting your password.

13. What shoe widths are available?
We carry medium width, “B” only.

Order Information

14. Can I cancel or revise an order that I placed on your website?
Please email us.  The Customer Service Department is open Monday through Friday, 8:30AM – 5:30PM.  Please do so as soon as possible as most of our orders ship out the same day.

15. What forms of payment are acceptable for on-line purchases?
We accept Visa, Mastercard, Discover and American Express.  At this time, we cannot accept personal checks or money orders.

16. Is your website secure?  Will my personal information/credit card information be safe?
Yes, it is safe.  Ensuring that your information is secured is of utmost importance to XOXO Footwear.  We use SSL technology to protect the security of your credit card information as it is transmitted to us.  SSL is the gold standard in encryption technology.  We also require you to enter your credit card’s 3-4 digit security code (CVV).  Since the code can only be found on the card itself, it helps to prevent credit card fraud.

17. I’m having a problem with my credit card while trying to finish my purchase.  Why?
There could be several reasons for this.  The most common reason is that the billing address you entered for your purchase does not match the billing address that is displayed on your credit card statement. If the two addresses do not match, then your credit card will be denied.

18. Will I receive a confirmation of my online order?
Yes, you will receive an automatic online confirmation, but please make sure you submit the correct email address.  If for any reason you do not receive the confirmation, please email our Customer Service Department , we will reply to your e-mail Monday through Friday, 8:30AM through 5:30PM.

19. How can I verify the status of my order?  Who can answer questions regarding my order?
If you have any questions regarding your online order, email us.  Always have your Order Reference number ready for quick and efficient service.

20. Can I place my order by phone?
For a quick and efficient transaction, we highly recommend that all purchases be made electronically (via the internet).  But, should you still prefer to order by phone, you may, and our Customer Service representative would be processing the same electronic transaction for you.  Call 1-877-FUN-TO-BE!

21. How do I track my order?
When your order is shipped, you will receive a confirmation email that includes your UPS tracking number.  If you click on the link, you will be taken to the UPS website to track your package.

22. What if I place an order and you don’t have the item in stock?
It very rarely happens, but if we are unable to fill your order, you will be notified via email.

Shipping Information

23. How long does it take to receive my order?
Orders received before 3:30PM Monday-Friday are usually shipped out the same day from our facility in New Jersey.   We ship via UPS Ground, and typical delivery times vary between 1-7 business days, depending on where you live.

24. What are your shipping costs?
All ground shipping costs are free!  Yes, free shipping to anywhere in the world!

25. Can I get next-day shipping?
Second Day Air shipping is available for a one time charge of $20.00.

26. Can I ship an order to a P.O. Box or Military APO/FPO Box?
No, we cannot ship to P.O. Boxes.  We ship everything via UPS Ground, which requires a street address for delivery.

Returns/Exchanges

27. Can I return shoes purchased on your website to a store that carries your shoes?
All exchanges and returns must be made directly to our website. 

28. What is your return policy?
If you are not satisfied with your item and need to return it for a refund, please note the following:

The return must be made with 14 days of receiving your order.
You must contact Customer Service to request a Return Authorization number.
The shoes and shoebox must be in original “new” condition or the return will not be allowed.
Affix the enclosed shipping label with your Return Authorization number written on it to the outside of the shipping carton to ensure we receive the merchandise and credit the proper account.
State reason for return on your packing slip and enclose with your item.

Please note:  Only the cost of the items will be refunded to your account.  Shipping costs are non-refundable.

Worn merchandise is non-refundable.

You are responsible for the shipping costs of the merchandise returned, unless we shipped the wrong item to you.

The credit to your account will be reflected within 1-2 billing cycles on your credit card.  Please allow 4-6 weeks for your return to be received, processed and to appear on your credit card statement.  You will receive a confirmation email once your credit card has been refunded.

29. I received my shoes but they do not fit.  Can I exchange them for a different size?
Yes, we do accept exchanges.  Please contact us and our customer service department will take you through the exchange process.

30. I purchased a pair of shoes online.  Will I be able to return them or exchange them at one of the retail stores that carry Wanted shoes?
All merchandise must be returned to the location of original purchase.  XOXOfootwear.net will gladly accept returns for products originally purchased here.  Please refer to our return policy.

31. I bought a pair of shoes a couple of months ago but I never wore them.  Can I still return them?
Unfortunately, we cannot accept returns after 14 days from receipt of merchandise.

Do not see your question?  Please feel free to contact us.  We will be happy to assist you