Contact & Support

Contact

Chat with Us

Call Us

(866) 419-5500

8 a.m.–5 p.m. PT Monday–Sunday

Email Us

atyourservice@tamaramellon.com

Support

Placing Orders

  • Our shoes run true to US size, and are based on a medium-width foot. We suggest ordering your US shoe size, except when noted otherwise. Our fit runs closest to Jimmy Choo, as Tamara was the co-founder and fit model for Jimmy Choo. Tamara is also our fit model. Additionally, our Liaison team fit tests all of our shoes, and they’re happy to advise you with any other questions.

  • We strive to give women what they want when they want it— but our shoes sell out fast. When this happens, we quickly order more. So, certain shoes on our website are available for preorder, allowing customers to purchase and reserve a pair before they’re available to ship. Preordered shoes will be shipped on the indicated date, and you’ll get an email when your order ships.

  • Digital gift cards are issued as digital codes that can be treated like cash on our website and can be combined with other payment methods. When a digital gift card is purchased, it will be emailed to the purchaser who can forward the email to the recipient.

    When an order paid with a digital gift card is returned, the refund for the item will go back to the same digital gift card code for re-use.

    Orders for digital gift cards are not refundable.

  • We accept major credit/debit cards including Visa, MasterCard, Amercian Express, and Discover. We also accept Apple Pay, PayPal, Shopify Pay, and Amazon Pay.

  • All promo codes can be applied to the E-Gift Card & Offer Code field at checkout.

  • An order confirmation is sent to the email address on file as soon as the order is submitted.

    If it takes longer than a few minutes to receive your order confirmation, please check your spam.

    If your email cannot be located in your spam folder, please contact the Liaison team for further assistance: atyourservice@tamaramellon.com

  • Price adjustments may not be applied retroactively to Tamara Mellon orders.

Delivery

  • We offer complimentary ground shipping for all orders within the United States. These orders typically arrive within 3–5 business days.

    We also offer FedEx Overnight and FedEx 2 Day for U.S. orders. All FedEx orders placed by 1 p.m. EST Monday–Friday will ship the same day the order is placed. These orders typically arrive within 1 business day and 2 business days, respectively. Orders placed after 1 p.m. EST on weekdays or on weekends will be shipped the next business day. Please note that shipping times may be delayed during major holidays and/or promotions.

  • An email will be sent to you with a tracking number when your order ships. If you want to change the address, you can contact FedEx at 1-800-463-3339. Alternatively, you can track your package by logging into your Tamara Mellon account. Once you are on your account page, you can view orders and track the status via the link to FedEx.

    For same-day and international shipments, please contact the Liaison team for more information: atyourservice@tamaramellon.com

  • We offer international shipping. Shipments leaving the U.S. and entering a foreign country are subject to the taxes and duties as determined by customs in the destination country. Any shipping/duties will be calculated at checkout before the order is submitted. International orders are non-refundable.

My Account and Orders

  • Orders can be canceled up to an hour after they are placed. Please contact the Liaison team for further assistance: atyourservice@tamaramellon.com.

    If your order ships before we are able to cancel it, you can use the prepaid return label included inside the package to return the order for a full refund.

  • Orders can be canceled up to an hour after they are placed. Please contact the Liaison team for further assistance: atyourservice@tamaramellon.com.

Returns

  • We will gladly accept a return of your unworn item at any time. To make sure your new shoes are returnable, please keep the sole protectors intact, and only try your shoes on a carpeted surface. Worn items and orders outside the U.S. are non-refundable. Items purchased from Final Few are subject to terms of the promotion. Other exclusions may apply.

    To return your online order, click here. You’ll need your order number and shipping zip code to initiate the return process. Your order number can be found in the order confirmation email you received, on the invoice in your shipment, or by contacting our client service team.

    It can take up to 15 business days from the date the return is shipped for the refund to appear on your original payment method. Digital gift cards are non-refundable, and the refund for the item will go back to the same digital gift card for re-use.

  • To return your online order, click here. You’ll need your order number and shipping zip code to initiate the exchange process. Your order number can be found in the order confirmation email you received, on the invoice in your shipment, or by contacting the client service team.

  • If you opted to be refunded in store credit, you will receive a gift card via email once your return is shipped. If you chose to be refunded to your original method of payment, it can take up to 10 business days from the date the return is shipped for that refund to appear on your original payment method. A confirmation email will be sent at the time the refund is processed.

  • If you've exchanged your order for something else, the replacement order will be processed once your return has been received by us. Once it ships, an email will be sent to you with a tracking number to track its progress.

Quality and Care

  • All our shoes are handcrafted in family-owned factories in Italy.

  • Our shoes are currently offered in the following materials:

    Upper: leather, patent leather, abrasivato (similar to patent leather), specchio (mirrored leather), haircalf, velvet, elaphe (snakeskin), PVC, and eel.

    Sole: 100% leather, vibram rubber sole, and crepe rubber sole.

  • Most of our shoes have a clear protective sticker on the sole to protect the sole before wear. To remove the sole protector, look for the faint line at the arch of the shoe and peel from the arch to fully remove the protective sticker.

    If your sole appears to be shredding after wear, the sole protector likely hasn’t been fully removed. Please send the Liaison team an image of your soles to confirm via email at atyourservice@tamaramellon.com.

  • Every shoe purchased from Tamara Mellon comes with our first-of-its-kind, complimentary Cobbler Concierge service, which guarantees repairs for up to two years from the date of purchase. Terms and conditions apply. This service is currently available only for our US customers. For questions about if your repair is covered, please contact the Liaison team with images of the damage: atyourservice@tamaramellon.com.

Try At Home

  • Your trial begins when your items are delivered. We’ll authorize your card at checkout, which does set aside funds for the full amount of the order, but you won’t be charged until after the end of your trial. 

    Don’t love it? Send any items you don’t want back to us. From there, the authorization on your account will be released within a few business days (bank processing time), and you’ll only be charged for what you keep.

    Credit cards and debit cards are currently eligible for this program. Gift cards are not accepted.

  • We validate your card through an authorization for the full amount of the order. You'll see a pending authorization on your statement, but rest assured that's not a charge. We'll only charge your card for the items you decide to keep at the end of your trial period.

    We periodically revalidate your card throughout your trial. In these instances, you will see your original authorization disappear, replaced with a new pending charge. Some banks take a few business days to drop the original authorization, so you may see two pending charges for a day or two. Rest assured we will only charge you for the items you keep after you’ve had a chance to try them.

    Note that we will charge your card before the end of your trial if we are unable to maintain the authorization (if the financial institution declines the hold or due to insufficient funds).

  • Authorizations are what we use to confirm your ability to pay for items if you choose to keep them. They appear on your statement as pending charges. Similar to when a hotel puts a hold on your credit card, we release the funds after checkout and only charge you for the items you kept.

  • We track when the package was delivered to your house, which starts the trial period. You have until the end of your trial period to postmark returns.

  • We provide an ample amount of time for any returns to arrive at our warehouse before charging your card. Once the items are returned, we inspect and update your order status so you will not be charged.

    Be sure to review the return policy for item condition requirements. If we determine items are not in resellable condition, you will be charged. 

  • No problem. Our regular return policy is still in effect.

  • Discount codes and Gift Card Codes cannot be used with TryNow purchases.

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