Frequently Asked Questions

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.

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.

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.

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.
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.

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.

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

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.

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.

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.

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.

Your Satisfaction Is Our Priority

If you are not satisfied with your purchase, we will accept most product returns within 30 days of receipt. Items that are damaged or defective will be reviewed by our Customer Service Team. For further information please refer to our RETURN page.

Refunds For Purchases Made With Credit Cards:

Allow 5-7 business days for the refund to appear on your statement.

Exclusions For Refunds On Returns:

  • LINEA | Paolo reserves the right to reject any return that cannot be verified by proof in line with our limitations and exclusions.
  • Linea Paolo is not responsible for items lost or damaged in transit.
  • We are unable to accept damaged or defective claims after 30 days from the date of receipt.
  • Some orders may be subject to a restocking fee.
  • Refunds are issued to the original form of payment.
  • Shipping fees are non-refundable, unless the carrier misses a guaranteed delivery date.
What if I don’t like my purchase?

LINEA | Paolo takes pride in its quality and craftsmanship. We want you to be completely happy with your purchase. If for any reason, you are not satisfied, we will gladly accept your timely return of unworn or defective merchandise. Please refer to our RETURN page on how to properly request a return.

What if the shoes don’t fit me well and I wanted to exchange for a different size?

We ONLY offer an exchange if the item is either damaged/defective, wrong size/color. Please contact our Customer Service Team to obtain RMA # and we will send you a return label. Once we received the return item, we will send the correct item to you.

What if I received a damaged or defective item?

Please email Customer Service at your earliest convenience if your item arrives with damage from shipping, or any manufacturer defect. Be sure to include your order number, style name, and a short description of the damage or defect. We may ask you to provide us with photos to help us determine the cause of the issue.

  • Our limited manufacturer’s warranty applies to all purchases for one year after receipt. We are unable to offer refunds or exchanges after the warranty expires.
  • Any claims for items damaged during transit, must be received within 30 days of the original purchase date.
  • Customer Service reserves the right to deny claims for defects or damages if there is any evidence of abuse of our refund policy

If you need further assistance, please email Customer Service.

When will my credit / refund appear on my account?

After your products have been received and processed, we will issue a refund in the original form of payment.

Refunds for Purchases Made With Credit Cards:

Allow 5-7 business days for the refund to appear on your statement.

How long will my package take to arrive?

Standard Shipping  : 5-6 days (on average)

Expedited Shipping : 2 days

Overnight Shipping : 1 day

We DO NOT ship to P.O. Boxes.

Next day delivery is not applicable to orders placed on standard holidays or weekends. Orders placed on weekends will be processed on Monday.

How much does shipping cost?

Please refer to our Shipping page.

Are shipping and handling charges refundable?

Shipping costs are nonrefundable. Unfortunately, we are unable to refund shipping and handling costs.

I think my package was lost or stolen, what do I do now?

LINEA | Paolo is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address. If you believe your package may have been lost or stolen, please contact our Customer Service team so we can assist you.

Are there any current promotions?

We offer 15% off for first time purchases through LINEAPAOLO.com. Please sign-up for our Customer Email List through our website to receive a coupon code.

You can also follow us on Instagram @lineapaoloshoes for giveaways, news, offers and daily style inspiration.

Is there any additional discount?

Please subscribe to our Customer Email List at lineapaolo.com and/or follow us on Instagram @lineapaoloshoes . for news on upcoming sale events.

How do I sign up for a mailing list?

Visit LINEAPAOLO.com and sign-up for our Customer Email List. Or contact our Customer Service Team for further assistance.

We accept the following forms of payment:

  • Visa
  • Master
  • Discover
  • American Express

Online prices are subject to change. LINEA | Paolo reserves the right to change prices at any time without prior notice. However, once you receive confirmation of your order, the price payable in respect of that order will not be changed. Online prices or promotions may vary and may differ from another channel’s pricing.

Please note that despite careful updates, from time to time there may be information on lineapaolo.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). If you are not completely satisfied with your LINEAPAOLO.com purchase, you may return your orders. Please see our Return Policy for details.

CUSTOMER SERVICE:     customerservice@lineapaolo.com 
                                                        (626)369-8888. Monday-Friday from 9:00AM – 4:00PM PST

PRESS/WHOLESALE:       info@lineapaolo.com