If you have a concern or question that we haven't addressed below, please email help@piccolashoes.com and we will be happy to help.
ORDERS
Will I receive an order confirmation?
A product order confirmation is sent to your email address once the order is placed. This email will include your order number, a list of products purchased as well as total amount paid including any delivery fees. If you didn’t receive the email confirmation, please check your spam folder. If you still can’t find it, please email help@piccolashoes.com and we will get back to you within 24 hours.
Can I place a custom shoe order?
Unfortunately we are unable to take any orders for custom shoes. This is due to limited availability of components in our workshop which we source directly from Italy. We offer limited customisation options in our “Made to Order” collection including leather finish and colour as well as heel height options. If you don’t see the heel height or colour option of your choice, please contact us and we will try to accommodate your request.
How do I track my order?
Once your order ships, you’ll receive a separate email containing your tracking number. Sometimes this email gets sorted into a spam or promotions folder, so be sure to take a look in there if it feels like you’ve been waiting a little too long.
Please note that sometimes tracking can take up to 1 week to be updated by the carrier, especially for international shipments. If it looks like it's not moving, chances are it's on its way!
Can I use a discount code during the sale?
Discount codes cannot be combined with any other discount including sales.
How can I get a discount code?
While we don’t have any live discount codes at the moment, our loyal customers and subscribers have exclusive access to sales and promotions which we often share via PiccolaShoes newsletter so don’t delay signing up! You can also sign up to our Piccola Rewards programme, where you can earn loyalty points on your purchases and more. Points can then be redeemed towards your next purchase with us. Sounds interesting? You can register for the Piccola Rewards programme here.
Why isn't my code working?
Discount codes cannot be combined with other offers or promotions. If you received a coupon code form us in the past and tried to use it towards full priced items or pre-order collection but the code didn’t work, please get in touch and we will investigate the issue further.
Please note, discount codes do not apply to shipping fees, unless otherwise specified. During a site-wide sale period, discount codes may be disabled, but will activate once the promotional period has ended depending on expiration date.
I haven’t shopped with PiccolaShoes before, how can I choose the right size?
If you are a first time customer - Welcome to PiccolaShoes! We are here to help you find the right size of petite footwear so you can continue shopping with confidence. Our first recommendation is to measure your petite feet. You can find instructions on how to do so in our “Petite Shoes Size Guide” here.
In addition, each product page contains a Size Guide with approximate measurements for a size you may need. If you shopped with brands like PrettySmallShoes, The Little Shoe Shop or MD Petite Shoes before, our sizing is equivalent so if you normally buy a UK size 1 or European size 33, you can choose the same size on our website.
If still in doubt and you need assistance regarding your size or fit, you may email us at help@piccolashoes.com or talk to our live chat assistant for help (bottom right of the website).
Do you offer half sizes or different shoe widths?
Unfortunately our petite shoes only come in full sizes due to a limited number of components we can store which come all the way from Italy. For the same reason, we can only accommodate standard width, which is between 8 cm and 8.5 cm.
Will I have to pay international taxes & duties?
International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment. Unfortunately, PiccolaShoes have no control over what these charges are, as custom and import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.
Custom or Import Charges are not applicable for orders within the UK.
Will I be charged right away when I place an order?
Yes, your card will be charged right away. We don't store payment information for security purposes.
Do you have any retail locations?
Unfortunately PiccolaShoes store is online only. Lack of retail space allows us to keep our pricing competitive and pass the savings to you. It also means we are here to answer any questions you may have 24/7. If ordering the right size is of concern, please rest assured that you can order and try your new petite shoes in the comfort of your own home and exchange them in the event the size is not quite right.
I need to change something on my order. How can I do that?
If you need to change or cancel your order, please contact us immediately with your order number and details of change required. Once we process your order (typically 24h), we will be unable to make any changes.
Do you have a phone number I can call?
No but there are a few alternative means you can use to contact us. You can speak to us live via the “Chat with us” button on the bottom right of this page. Alternatively you can reach us via social media channels or by emailing us help@piccolashoes.com and we guarantee to respond within 24 h.
Who should I contact if I have any questions?
You can chat to us live via the “Chat with us” button located on the bottom right of the website. Simply type in your message and someone should get back to you shortly. You may also email us at help@piccolashoes.com and we will respond within 24 hours!
MADE TO ORDER
What is a pre-order?
Shoes listed in our “Made to Order” collection are not in stock but rather handmade from scratch in our workshop by a team of skilled artisans. Since the shoes are handcrafted and the process is very intricate, it may take us up to 4 weeks to create your perfect Cinderella shoes!
Why should I place a pre-order?
Pieces from our “Made to Order” collection are handmade especially for you. This means you can not only choose the leather finish and colour of your choice but often also a heel height. You can ensure that your shoes are uniquely personal to you and unlike fast fashion available to a very exclusive number of our customers.
How to place a pre-order?
The process of ordering the shoes from our “Made to order” collection is exactly the same as ordering in stock items. From the chosen product page, select the size, colour and any additional option available. Click “Pre-order” which will add the shoes to your online basket. Once ready, proceed to checkout and complete your order as normal. Please note that our pre-order shoes can take up to 4 weeks to make excluding delivery.
Once your pre-order is placed, that’s it! Please wait for the order email confirmation and a few weeks later another email confirming the order has been shipped. It will also contain a link to track the delivery of your new Cinderella shoes!
How long do pre-order shoes take to make?
Each “Made to Order” product is custom-made just for you by a team of highly skilled craftsmen. Due to the complexity of our designs and the fact our petite shoes are hand-made, the turnaround time is typically 2 weeks, although sometimes it may take up to 4 weeks. The time to make your shoes excludes delivery time. For information on estimated delivery times and costs, please refer to our Shipping Policy.
I pre-ordered shoes from the “Made to Order” collection, when will they arrive?
Since our pre-order shoes are custom made, it may take our workshop up to 4 weeks to make them excluding delivery. Please refer to our delivery times here. If you want your order to be delivered before an important event or date, please get in touch with us first so we can check if we can fulfil your order on time. Please allow sufficient time for your order to be fulfilled and delivered before the required date as PiccolaShoes cannot be held responsible for delays in delivery.
Can I return or exchange Made to Order/Pre-order shoes?
Yes you can! Our pre-order shoes are subject to the same returns and exchange policy as our in stock items.You can return your order to us for a full refund or an exchange within 30 DAYS of receiving your order. You can find more information here. Please note that as a small business we aim to limit the stock we hold so if you have any questions, either about the style of the shoes, customisations or the size you require - please get in touch with us so we can help you answer those questions. This way we can help reduce the risk of potential returns and ensure you are happy with your new petite shoes!
Can I place a custom shoe order?
Unfortunately we are unable to take any orders for custom shoes. This is due to limited availability of components in our workshop which we source directly from Italy. We offer limited customisation options in our “Made to Order” collection including leather finish and colour as well as heel height options. If you don’t see the heel height or colour option of your choice, please contact us and we will try to accommodate your request.
PAYMENT
What payment methods are accepted?
We accept all major debit & credit cards, including Visa, Mastercard, Maestro and Amex. We also accept digital payments through PayPal, ApplePay and Google Pay. In addition you can choose flexible payment options via Klarna, including the ability to pay later or split the cost into smaller payments over time.
What currencies do you accept?
Currencies you can use are: GBP, EUR, USD, AUD, CAD, DKK, NOK, RUB, SEK & ZAR. If your currency isn’t listed, please get in touch with us and we should be able to add this to our website. You can change your currency with a currency selector located in the top right hand corner of the page - next to your shopping basket.
Will I be charged right away when I place an order?
Yes, your card will be charged right away. We don't store payment information for security purposes.
How does pay later with Klarna work?
To read more on how Klarna works please see our Klarna FAQs page here.
SHIPPING
When will my order ship?
All in-stock shoes typically ship within 3 business days. Pre-order shoes from our “Made to Order” collection are not in stock and are hand-made on demand which may take up to 4 weeks. You should receive an email once your item has shipped along with tracking info.
How long does the delivery take?
Delivery times vary depending upon the destination country as well as the type of product purchased - in stock items are dispatched within 3 working days, while our pre-order shoes can take up to 4 weeks to make, plus delivery. See below for estimated delivery times:
UK estimated delivery times:
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UK Free: 10 - 15 days*
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UK Express: 3 - 6 days*
We deliver worldwide, estimated delivery times:
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INT Standard: 15 to 20 days*
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INT Express: 4 to 10 days*
* Working days, this excludes public holidays and weekends.
* Delivery dates exclude time to make the shoes from our “Made to Order” collection.
*Delivery times are estimated and not guaranteed.
Our Shipping Policy can be found here.
How much is the delivery cost?
Delivery costs vary based on the destination country as well as type of delivery service selected at checkout. We offer free standard delivery as well as expedited delivery via couriers, including Everi (UK orders) & UPS/DHL (international orders). Delivery costs are as follow:
UK delivery:
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Standard: Free (up to 15 days)
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Express: £15 (up to 6 days)
International delivery:
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Orders above €200: Free standard delivery (up to 20 days)
- Orders below €200: €23 standard delivery (up to 20 days)
- Express international: €29 (up to 10 days)
Do you ship internationally?
Yes we do! You can find our international delivery rates and options here. You may incur import duties or other customs fees depending on your country of residence. We can't keep track of these, and are not responsible if your order gets held up in customs. If you do not see your country available in the shipping options while placing an order, please send us an email and we will try to resolve it.
How do I track my order?
Once your order ships, you’ll receive a separate email containing your tracking number. Sometimes this email gets sorted into a spam or promotions folder, so be sure to take a look in there if it feels like you’ve been waiting a little too long.
Please note that sometimes tracking can take up to 1 week to be updated by the carrier, especially for international shipments. If it looks like it's not moving, chances are it's on its way!
Will I have to pay international taxes & duties?
International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment. Unfortunately, PiccolaShoes have no control over what these charges are, as custom and import policies vary from country to country. We would advise that you find out what these charges may be before you place your order.
Custom or Import Charges are not applicable for orders within the UK.
I ordered multiple products. Why didn’t my whole order ship together?
Some products may be shipped out separately and arrive at different times because they may be located in different warehouses. If your order contains both "In stock" and "Made to order" items, you may receive 2 separate parcels due to the fact that in stock items are available for immediate despatch, whereas shoes made to order may take up to 4 weeks to make, excluding delivery. You will only be charged for shipping once.
My order hasn’t arrived!
Oh no! We are really sorry your order hasn’t reached you yet. Our shipping carriers work independently from PiccolaShoes, but we hope we can help identify and resolve the issue as soon as possible. Before you contact us, please make note of the following:
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“In Stock’’ items are usually dispatched within 3 working days and can take up to 15 days to arrive if you opted for a free delivery within the UK. If you selected a UK Express shipping, please allow up to 6 days for delivery (working days, excluding weekends and Bank Holidays). More information on delivery times, including international delivery schedules, can be found here.
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“Made to Order” items are not in stock but are rather handmade from scratch and can take up to 4 weeks to make from the date you placed your order with us. This timeline excludes delivery. Please allow additional time for delivery based on the type of shipping selected at checkout (UK Free - up to 15 days; UK Express - up to 6 days). For details on international delivery schedules, please refer to our Shipping Policy.
All our orders are tracked, you will receive an email with tracking details once the order has been shipped. Please inquire with us prior to ordering if you require expedited shipping or the items need to reach you before a specific date/event.
Sometimes orders may be delayed due to unforeseen circumstances beyond our control such as customs inspections, RoyalMail/courier strikes or delays, pandemic, national disasters, etc. If you don’t receive your order within 20 business days, please let us know and we will try to resolve the issue. You may contact us by email - help@picoclashoes.com, via contact form here, or by chatting to us via the “Chat with us” button located on the bottom right of this page.
Can I get fast delivery for a specific date/event (e.g. wedding)?
While we offer express delivery as a shipping option, we cannot guarantee delivery for a specific date. If you hope to order your shoes for a specific event, please contact us so we can advise on the feasibility of your order being delivered on time. Pre-order shoes from our “Made to Order” collection can take up to 4 weeks to make excluding delivery times. Please allow sufficient time for our order to reach you on time. Our delivery times can be found here.
RETURNS, EXCHANGES & REFUNDS
What is your Returns and Refunds Policy?
We are almost sure you will love your new petite shoes from PiccolaShoes. If for any reason you are not 100% satisfied with your purchase, you can return your order to us for a full refund or an exchange within 30 DAYS of receiving your order. It's very simple!
Key return and refund conditions:
- Orders can be returned within 30 days.
- Sale items can be returned for exchange only.
- Items must show no signs of wear and be in original packaging.
- Items received worn or damaged due to improper packaging will not be accepted.
- Customer is responsible for the cost and safe return of the order.
- Refunds exclude the cost of delivery to you or the cost of any returns to us (unless the item received was faulty).
- All refunds will be processed within 7 days from receiving a returned item.
Our full return and refunds policy can be found here.
I’ve ordered the wrong size, can I exchange it?
Yes, we’d be happy to send you a replacement until you are sure you found the perfect fit. Please follow the instructions on our Returns & Exchange policy page here. Please note, that if you pre-ordered your shoes from our “Made to Order” collection, you will need to wait until we make a new pair for you, unless your required size is available in stock, in which case we will ship your exchange immediately.
Can I return or exchange Made to Order/Pre-order shoes?
Yes you can! Our pre-order shoes are subject to the same returns and exchange policy as our in stock items.You can return your order to us for a full refund or an exchange within 30 DAYS of receiving your order. You can find more information here. Please note that as a small business we aim to limit the stock we hold so if you have any questions, either about the style of the shoes, customisations or the size you require - please get in touch with us so we can help you answer those questions. This way we can help reduce the risk of potential returns and ensure you are happy with your new petite shoes!
Is there a fee for returning my shoes?
Since we offer our customers free standard delivery, we are unable to cover the cost of returns. Your order can be shipped back to us at your own accord for a refund or an exchange within 30 days of receiving it. The cost of return will not be refunded. Please refer to our Returns Policy or contact us if you have any questions.
When will I receive my refund?
It can take up to 7 business days for a refund to credit back to your original form of payment.
Can I get a refund if the price has changed since I ordered it?
As a business we're constantly updating our prices based on fashion trends, stock availability, sales demand and other various reasons. This does unfortunately mean that if the price has changed since you've ordered, we are unable to refund the price difference.
PICCOLA REWARDS
What is the Piccola Rewards loyalty programme?
Piccola Rewards programme is an awesome way to save money when you shop with us. Earning points is easy - you will receive 200 points (100 points = £1) just by signing up for a PiccolaShoes account here. Please visit Piccola Rewards page for more info and check out.
How do I join the Piccola Perks programme?
Create a free account right here on piccolashoes.com and earn your first 200 points right away (100 points = £1).
How can I earn points?
You can earn points in various ways, not just by shopping with us. Earn your rewards today by:
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Signing up - 200 points (£2)
- Placing an order - 5 points for every £1 spent
- Liking us on Facebook - 100 points (£1)
- Following us on Instagram - 100 points (£1)
- Celebrating your birthday - 200 points (£1)
How do I redeem my points?
To turn points into a reward, you will need to log into your account. Once you’re logged in, you can open the rewards panel. Next, click on Ways to redeem. If you have enough points for one of the rewards, there will be a Redeem button available.
Upon clicking “redeem”, you will be taken to a page that shows the coupon code with a button to “Apply code” which will automatically apply that coupon code to your checkout. We will also send you an email with the coupon for your reference and convenience if you decide not to use it at that time.
Once you’ve redeemed your points for a reward, the reward will remain in your account until you decide to use it on a purchase, or until the reward expires (points are valid for 1 year).
Do my points expire?
Any unredeemed points will expire on a rolling basis for customers who have not engaged in points activity for 1 year (365 days) or more.
Can I use all of my rewards at once?
Yes you can! Once you’ve collected enough points to redeem towards a discount, you can apply it on your next shop with us.
What happens to my points if I make a return?
Points earned for an order that is the subject of a return, refund, cancellation or declined credit card, will be deducted from your account in the amount equal to the points earned during the original transaction. If a return will cause your account to have a negative point balance, you will not begin earning points again until your points balance is returned to zero (0).
Is there a limit on how many points I can earn?
No. Collect as many points as you like and redeem them any time on a new pair of beautiful petite PiccolaShoes!
I just placed an order and forgot to login, can I still earn points for that purchase?
We are so sorry, but we can’t retroactively apply points for purchases made when you are not signed in to your account. We apologise for any inconvenience and encourage you to sign in every time you make a purchase.
I just placed an order and forgot to use my redeemed rewards code, can you apply this for me?
Oh no! We are so sorry, but we can’t retroactively apply the Rewards Points to your completed order. Please feel free to keep your redemption code though, as it is good for 6 months and can be used on your next purchase.
Can I combine my Piccola Rewards coupon with another discount code?
Our system limits us to only one discount code per order. Please choose which code you would like to use on your order. May we suggest using the code that gives the biggest discount? 🙂
I used my reward coupon on an order which I’m now returning, will I lose the discount?
We are so sorry, unfortunately, our Piccola Rewards codes are only eligible for a one-time redemption. Returned orders, where Reward code has been applied, will not be credited back to your account. We do apologise for any inconvenience this may cause you.
PRODUCT INFO
Can you tell me more about your products?
We are glad you asked! We are passionate about helping other petite size feet women (like us) find quality, fashion forward small shoes that won’t necessarily break the bank! We took a little while to find the right partner who would work with us to create beautiful designs and disrupt what was a very niche and monopolised market. You can rest reassured that by choosing PiccolaShoes, you are investing in footwear made in the EU, handcrafted in genuine leather and components imported from Milan, Italy and most of all - supporting a small women-run business! Want to learn more? Read our story here.
Where are your shoes made?
Our petite shoes are designed by European designers, including our Founder - Wiola based in the UK. The shoes are then handmade in our workshop in Poland with all our components sourced directly from Milan, Italy. Thus, we can guarantee the highest quality you will struggle to find elsewhere.
Are any of your shoes made using real fur?
Animal welfare is our first priority. Some of our petite shoes are made using real fur but one that is ethically sourced. Each product description will specify if the fur used is real or faux. Please contact us if you have any questions or concerns.
Do you offer half sizes or different shoe widths?
Unfortunately our petite shoes only come in full sizes due to a limited number of components we can store which come all the way from Italy. For the same reason, we can only accommodate standard width, which is between 8 cm and 8.5 cm.
I haven’t bought from PiccolaShoes before, how can I choose the right size?
If you are a first time customer - Welcome to PiccolaShoes! We are here to help you find the right size of petite footwear so you can continue shopping with confidence. Our first recommendation is to measure your petite feet. You can find instructions on how to do so in our “Petite Shoes Size Guide” here.
In addition, each product page contains a Size Guide with approximate measurements for a size you may need. If you shopped with brands like PrettySmallShoes, The Little Shoe Shop or MD Petite Shoes before, our sizing is equivalent so if you normally buy a UK size 1 or European size 33, you can choose the same size on our website.
If still in doubt and you need assistance regarding your size or fit, you may email us at help@piccolashoes.com or talk to our live chat assistant for help (bottom right of the website).
How should I take care of my shoes?
Almost all of our petite shoes are handcrafted in genuine leather imported from Milan, Italy. This way we can guarantee that your new small size shoes are built to last, are made of the highest quality materials and provide comfortable wear. Although hard-wearing, leather still needs care and attention to prolong its qualities and look. Below are some tips on how to look after your petite leather shoes:
- Don’t wear your shoes every day - leather needs to breathe and during wear it absorbs the moisture from the environment as well as your feet. Damp shoes are more susceptible to stretching, creasing and staining. Wearing them less frequently gives the leather time to dry, increasing its longevity.
- Clean your shoes after each wear - use a gentle shoe brush or a soft, dampen microfibre cloth. This will not only prevent staining but ensure your petite heels are ready for your next night out!
- Store your shoes in a dark, damp free shoe cupboard, ideally in a dust bag. This will prevent leather discolouration and prevent dust particles grounding into the leather.
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Avoid getting your shoes wet! If you happen to get them wet, avoid drying them near the source of heat like a window or a radiator. Heat and sunlight may damage the leather. Instead, wipe any water with a soft microfibre and let your shoes dry out naturally at room temperature.
For more information on how to look after your petite leather shoes, please visit our blog post here.
What is the best shoe style for shorter women?
Glad you’ve asked! We have some helpful tips in our recent blog post on “Shoe styles for shorter women” here.
Why are your shoes more expensive than high street retailers?
Small size shoes are worn by a significantly smaller portion of the population than mainstream sizes. Considering the demand is lower, specialised retailers like PiccolaShoes cannot rely on standard factory production techniques, nor can we afford to make large quantities of shoes due to high cost of components and inability to order in bulk with the risk of low demand. With this in mind, all our shoes are hand made - a skilled process you won’t find on the high street. All our components, including leather, come from Milan, Italy. Each pair of our small shoes can be customised to your specification with heel height and leather finish options, something a high street shoe retailer cannot offer. Our petite shoes are also created in Europe, where the costs of labour are significantly higher than Asia, where you will see most other retailers manufacture their shoes. What you will notice however is that our shoes are not the most expensive, there are petite shoe brands out there that are significantly more expensive than PiccolaShoes - a market monopoly we aim to break. We can guarantee that our petite shoes are of the highest quality not found elsewhere, if you doubt that, order a pair and find out for yourself. 100% guarantee or your money back!
Is your packaging recyclable?
Yes, our shoe boxes, tissue and wrapping paper are made from 100% recycled materials & are 100% recyclable.
MY ACCOUNT
I'm having trouble signing in to my account, what should I do?
Please try resetting your password. If this still doesn't work please contact us with your account details and we'll try and help.
Do I need to set up an account to make an order?
No, if you don’t wish to set up an account with us, you can checkout as a guest. All you need is your contact and delivery information. You may want to however consider creating an account since that comes with a range of exclusive benefits like access to Piccola Rewards programme and other promotions.
I forgot my account password, how do I reset it?
If you can't remember your password, we'll need to reset that for you. Simply click here to change it.
Are my personal details safe?
Yes, in accordance with the Data Protection Act we promise to keep your information secure. To read more about our privacy policy please see here.
How can I delete my account with you?
If you would like all information regarding yourself removed from our PiccolaShoes database, please contact us with your email address.
