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FREQUENTLY ASKED QUESTIONS

  • General FAQ

  • Returns and Exchanges

  • SHIPPING AND DELIVERY

  • COUPON CODES/PROMOTIONS

  • PAYMENT & PRICES

  • BUSINESS/MARKETING INQUIRY

  • Contact

  1. Can I order by phone?

    Unfortunately, no, for security purposes, we do not take any phone orders. All orders need to be made online through the LINEAPAOLO.com check-out.

  2. How do I cancel / change my order?

    Your satisfaction is our priority. We will make every effort to change or cancel your order if your order has not been processed. However, once processed, an order cannot be changed or cancelled.

    Give us a call at (626)369-8888. Our Customer Service team is available Monday-Friday from 9:00AM – 4:00PM PST. Remember to have your order number available for faster service.

  3. Has my order shipped yet? Where is my shipment? When will my order ship?

    Please allow us 24 hours to process your order, we will make every effort to ship all the orders that comes in on our business hours Monday-Friday before 11:00 AM PST on the same day. Every order that come after 11:00 AM PST, will be processed the next day. This will include all Expedited and Overnight delivery. Overnight delivery is not applicable to orders placed on standard holidays or weekends. Orders placed on weekends will be processed on Monday.

  4. I have not received an email confirmation for my order. Where is it?

    Please try the trouble-shooting suggestions below, and if you still can’t find your confirmation, you can email or call our Customer Service team.

    • The email address provided with your order may have been misspelled or otherwise invalid.
    • Our emails might be getting marked as spam. Try adding @LINEAPAOLO.com to your list of contacts or acceptable email addresses.
  5. I am looking for this item style/color/size, do you guys still have it? Are you guys going to restock soon?

    Please contact our Customer Service team for better assistance, remember to have the style name, color and the size ready.

  6. Do you restock items that are sold out?

    Unfortunately, we do not restock our seasonal items such as Boots and Booties, however for our key items, we do restock them regularly. For more information, please contact our Customer Service team.

  7. What is the difference between ANNA and FELICIA sneaker wedges?

    The primary difference between our two best-selling sneaker wedges is the heel height. FELICIA, and all sneaker wedge styles whose names start with the letter “F” have a 2.5” heel. ANNA, and all sneaker wedge styles whose names start with the letter “A” have a 1.5” heel.

    FELICIA                                ANNA

    “FWedges” 2.5” Heel           “AWedges” 1.5” Heel

  8. I would like to purchase this item, but I don’t know your size guide, can you help me?

    All LINEA | Paolo styles are sized to a US Medium. Generally, we suggest ordering your regular size unless you’re in between sizes, have a wide foot, and/or a high arch.

    Check out our Size Guide here.

  9. Why was my order cancelled?

    Due to high demand and limited availability on certain styles/sizes/colors, shoes may sell out between our inventory updates. Since we have a first come, first serve policy for fulfilling orders, we may have to cancel your order if it was placed after another customer’s. We are happy to add you to the waitlist for the pair you want, just email Customer Service team with your style/color/size request.

  10. What if I damage my shoes?

    The genuine leather, suede and other premium fashion materials used on our uppers can be damaged or marked by environmental elements during normal wear and use. While we guarantee our shoes against manufacturer defects for one year after purchase, this limited manufacturer’s warranty does not cover damage, or normal signs of wear, due to use.

    Please email Customer Service if you need additional assistance.

  11. Do you have a warranty?

    We stand behind our products with a limited manufacturer’s warranty that guarantees our shoes against manufacturer defects for one year after purchase. Damage, and normal signs or wear, due to use are not covered by this warranty.

    Please email Customer Service if you need additional assistance.