No. Due to security reasons, we do not take any phone orders. All orders must be placed online.

Call (626) 369-8888 to speak with our Customer Care team Monday-Friday from 9:00AM - 4:00PM Pacific Time. Remember to have your order number ready.

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.

Once an order is placed, you are unable to edit or make changes. Reach out to our Customer Service team for assistance.

Please allow 24 hours to process all regular price* orders. We will make every effort to ship all the orders that comes in on our business hours M-F before 12 PM Pacific Time on the same day. Any order received after 12:01 PM Pacific Time, will be processed the next day.

This applies to all shipping services including 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.

UPS and FedEx no longer offer a money-back guarantee for expedited shipping services. In the event of a delayed delivery caused by the carrier, the shipping fee will not be eligible for a refund.

*Orders that include Sale and STYLE STEALS items may be
subject to extended processing time.

Reference the trouble-shooting suggestions below. If you are still unable to find your order confirmation, our Customer Service team is happy to help via chat, email, or phone.

• If your credit card has already been charged for the order, 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 and/or acceptable email addresses.

You can chat, email, or call our Customer Service team for assistance. Remember to have the style name, color, and size available for reference.

We do not restock all styles/colors, however for our key items, we receive scheduled replenishment
shipments.

For information on a specific product, please contact our Customer Service team.

All shoes in our collection are sized to a US medium width.

Generally, we recommend sizing up ½ size if you are in between sizes, have a wider foot and/or higher arch.

Check out our Size Guide here.

We do not price match.

If you find one of our shoes at a lower price from one of our official retail partners, which include Nordstrom, Nordstrom Rack, Zappos, and Amazon, go ahead, and check out through their website.

However, you should exercise caution when considering discounted products from any channel that is not one of our official retail partners.

We have a first come first serve policy when it comes to fulfilling orders. However, certain styles/colors/sizes have limited quantities, therefore, we might cancel your order if an item is out of stock.

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.

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.

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 Quality Control team. For further information please refer to our SHIPPING + RETURNS page linked here.

Exclusions for Refunds or Returns:

LINEA Paolo reserves the right to reject any return that cannot be verified by proof of purchase in line with our limitations and exclusions.

LINEA Paolo is not responsible for damaged items during transit or items lost after delivery.

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. Please allow 2-10 business days for the refund to appear on your statement.

Shipping fees are non-refundable unless the carrier misses a guaranteed overnight delivery date.

Customers who receive an incorrect item or item with a manufacturing defect, will receive a refund.

LINEA Paolo conducts rigorous quality control inspections on every item prior dispatch and upon receiving a return. Please take care of items during a try on to avoid any damage. All returned items must be received in new, unworn, and resalable condition. Items that have been damaged, worn, or do not comply with our returns policy will be declined and shipped back to the customer.

LINEA Paolo takes pride in our 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 utilize our Self-Served Returns page to initiate your return request.

We ONLY offer direct exchanges for damaged/defective items. Please contact Customer Service for assistance.

Once we received the return item, we will send the correct item to you.

For all other cases, including obtaining a different size, please follow the steps to initiate a return through our Self-Served Returns page, located in the footer of our website.

We will replace or refund the purchase amount for any damaged or defective products.

Should you item be damaged or defective, contact our Customer Service team at your earliest convenience* for personalized support.

*We are unable to accept damaged or defective claims after 30 days from date of receipt.

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.

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 SHIPPING + RETURNS page.

Refunds For purchases made with credit cards:

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

Exclusions For Refunds Or 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.

Standard (5-6 day average transit time/no guaranteed delivery date): FREE

Expedited (1-3 day average transit time/no guaranteed delivery date): $15.00

Overnight (1 day average transit time/carrier guaranteed delivery date): $40.00

We DO NOT ship to P.O. Boxes, APO/FPO, Hawaii, Alaska nor US Territories addresses.

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

Please refer to our SHIPPING + RETURNS page.

Shipping and handling costs are non-refundable.

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.

New customers can join our Customer Email List to receive 15% off their first regular price purchase with standard shipping and returns to continental US addresses.

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

We do not offer additional discounts on already reduced styles, which includes all Sale and STYLE STEALS items.

Enter your email address in the popup or in the Email Sign Up field in the universal footer at the bottom of the website.

STYLE STEALS is our exclusive online fashion footwear treasure hunt featuring significant discounts on discontinued styles/colors. All items offered are new, and meticulously inspected, complete with the original shoe box, and include free standard shipping to continental US addresses.

All STYLE STEALS are FINAL SALE. * We do not accept returns nor exchanges on any product with a sale price ending in $.00, flagged final sale, and/or published on the STYLE STEALS page.

*Due to the high volume of STYLE STEALS orders, please allow up to 5-10 days processing time prior to shipment of your order. You will receive updates via email once your package has shipped.

We accept the following forms of payment:

Credit Cards

VISA/MASTER CARD/AMERICAN EXPRESS/DISCOVER CARD

Shop Pay

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 at the time your order was placed will not be changed. Online prices or promotions 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 request to return your item(s) per our Return Policy.

For any wholesale inquiries, please email info@lineapaolo.com

We would love to connect! Please email us at: info@lineapaolo.com

Thank you for purchasing a pair of high quality fashion footwear! With proper care techniques, you can easily keep your new shoes clean and in good condition.

For LEATHER shoes: Use a gentle brush or clean, soft damp cloth to gently wipe the uppers.

For SUEDE or NUBUCK shoes: Use high quality suede cleaner and brush gently with a soft rubber suede brush. Take care to rub the suede lightly to avoid damaging the texture.

For shoes with WHITE BOTTOMS: We recommend using a magic eraser to remove any dirt or marks.

Please contact Customer Service with further questions.

customerservice@lineapaolo.com 

(626) 369-8888. Monday-Friday from 9:00AM – 4:00PM Pacific Time

Send an email to: info@lineapaolo.com