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FAQ

Subscription

Does it cost me to be a newsletter subscriber?

Nope! It won’t cost you a penny to subscribe, nor to have an account with us. So what are you waiting for? Get stepping.

What are the benefits of being a newsletter subscriber?

From the must-have trend to the must-have hue, CHROMATICgallerie subscribers are kept up-to-the date on the latest product launches, sales, and events. To sweeten the deal, look forward to fashion and lifestyle stories to enhance and compliment your personal style.

What are the benefits of registering with Chromatic Gallerie?

Registering with our site gives you instant access to previous orders, request returns online, and entrance in our rewards and referral programs.

How do I unsubscribe to the newsletter?

If you must, there’s an unsubscribe link at the bottom of each page.

Shipping

What are the shipping costs?

Get ready for it: We offer free domestic ground shipping to the continental U.S!

Estimated shipping costs depend on how soon your need your new shoes. To calculate, use the estimated shipping tool on our site - when adding an item to your 'Shopping Cart' (you don't have to purchase it at this stage) simply scroll to the bottom of the page where drop down section under the "Estimate Shipping and Tax" heading. Fill in the form and click "Get Quote.”

Do you ship internationally?

If you are an international customer, we ship with UPS and charge you exactly what UPS charges us for your initial outbound shipment. Depending on when you need your shoes, you may choose to upgrade your delivery method. If so, you will be charged a calculated shipping and handling fee based on the total weight and/or dimensions of the items in your “Shopping Cart,” the destination, the service offering and desired arrival period.

The international service offerings are not available for all destinations. In the event we need to adjust the shipping option you selected we will notify you via email. Please contact us at help@chromaticgallerie.com for estimated shipping costs for countries outside of the United States.

We reserve the right to use any shipping option available to us. We also reserve the right to upgrade your order to a higher level of service than you selected if we deem it necessary at our sole discretion without prior notification to you in which event you will not be liable for any additional shipping costs.

When can I expect my shipment to arrive?

When you can expect to receive your order will depend on several factors including the destination of your order and the method of shipping you select.

Orders selected for next-day shipping placed before 1pm EST will ship the same day. If you select next day on a Friday, please be advised that your package will not be delivered until Monday. Our goal is to process and ship your order within 2 Business Days of receipt. “Business Days” exclude weekends and U.S. holidays. Orders with higher priority shipping services selected will be processed before orders of lower priority shipping options. Peak volume periods such as during certain promotions will have an impact on the time between order placement and shipment. You will receive an order confirmation when you complete the order process on-line and a tracking number will be emailed to you when your order ships. This tracking number will allow you to check on the delivery status of your order.

How can I track my order?

Once your order has shipped you will be emailed a tracking number with your shipping notification. If for some reason you do not receive one, you can find it by logging in and going to My Orders and referring to your order number or, if you checked out as a guest, you can go to Guest Tracking & Returns at the bottom of every page to track you order. Lastly, you can contact us here and we can provide you with your tracking number.

How can I modify/cancel my order before it is shipped?

Want to change something? No worries, after you’ve placed your order, email us at help@chromaticgallerie.com. But act quickly, because you have to notify us before your shipment has left the warehouse or you will be responsible for returning items.

Returns/Exchanges

How do I make a return?

You can place a return in 3 easy steps:

1. Click here to login if you have an account, and go to My Orders > View Order > Request RMA

Click here if you checked out as a guest. Enter your order information and go to Request RMA. There is also a link for Guest Returns & Tracking on the bottom of every page.

2. Tell us what you would like to return or exchange and why you are returning or exchanging.

If exchanging, please tell us what you would like to exchange for. Then submit the form.

3. Print Label and affix to the shipping box containing the shoes you would like to return, including the shoe box and all the accessories included in the shoe box.

Returns must be accompanied by their return authorization number which can be found by going to My Account > Product Returns or being going through Guest Tracking & Returns. If you don’t have an account contact us at help@chromaticgallerie.com and we’ll be happy to help.

Final Sale, Final Clearance, and Clearance items may NOT be returned or exchanged.

If you choose to receive a refund to your credit card, you will receive a refund for the amount associated with the returned merchandise from the original order, NOT for any expedited or standard shipping and handling charges.

Refunds will be given upon receipt of the return if it is returned within 30 days of your receipt of the original order provided the merchandise is returned unworn, unused, in the condition received and in the original packaging. All orders returned after 30 days will not be accepted and return shipping to the customer will be the customer’s responsibility.

Refunds will be issued to you in the same form as your payment for the original order. For instance, if you pay by credit card, we will issue you a refund via your credit card. Because we may not keep your credit card information after we receive authorization, we may contact you and get this information in order to process the refund. If your refund will be processed on a credit card, it may take two billing cycles to show on your statement.

Does it cost me to make a return?

We are happy to arrange for return shipping for purchases within the US so you will not be charged or pay any return fee if for some reason you are not entirely happy with your order. We ship most orders via UPS and pay for all standard shipping on domestic returns and exchanges in the continental U.S. Orders to P.O. Boxes will be shipped by USPS. We are unable to pay for inbound or outbound shipping for international purchases, returns, or exchanges.

What is your return policy?

We offer free domestic return shipping for orders shipped to the continental U.S. only. If you are unsatisfied with your order for any reason, you may return the products unworn, unused, in the condition received and in the original packaging using the provided return label and with the return authorization form enclosed. The only exception to this is items marked “Final Clearance,” “Final Sale,” or “Clearance,” these items may not be returned or exchanged and their sale is final. Marked down items, "Sale" items, items on promotion, and items purchased with referral codes that are not listed as “Final Clearance,” “Final Sale,” or “Clearance” may be not be returned but may be exchanged for another size, pending availability, unless otherwise indicated. When third party vouchers/coupons marked final sale are used to make a purchase, the items may not be returned/refunded and shipping fees of any exchanges will be charged to the customer. Items must be unused, unworn, unwashed and undamaged. All used, damaged, or worn items will not be accepted and return shipping to you will be at your expense. In order to facilitate the credit process, please return items in their original packaging, including: shoe boxes, dust bags, shoe inserts, and heel pieces, as well as other promotional items that may have arrived with the shipment. We are not responsible for any damage or loss caused prior to our receipt of the merchandise return and cannot refund your purchase in the event of such damage or loss.

Chromatic Gallerie accepts returns on footwear for store credit or refund.

Chromatic Gallerie must receive the merchandise within 30 days from your original receipt of the order to accept a return. All orders returned after 30 days will not be accepted and return shipping to you will be at your own expense.

How do I make an exchange?

You may exchange merchandise by placing a return and ordering the exchange online. Your card will be refunded when we receive the return and the exchange will be shipped out once your order is processed. Alternatively, you can place an exchange online and we will ship your exchange once we receive your shoes. To place an exchange online, please follow the instructions below. If you live within the continental U.S. return ground shipping is free. If you live outside of the United States, however, we will charge you for shipping based on the current shipping costs for international deliveries.

We are not responsible for any damage or loss caused prior to our receipt of the merchandise return and cannot refund your purchase in the event of such damage or loss.

You can place an exchange in 3 easy steps:

1. Click here to login if you have an account, and go to My Orders > View Order > Request RMA

Click here if you checked out as a guest. Enter your order information and go to Request RMA. There is also a link for Guest Returns & Tracking on the bottom of every page.

2. Tell us what you would like to exchange and why you are exchanging.

Please tell us what you would like to exchange for, including the heel height, color, and size. Then submit the form.

3. Print Label and affix to the shipping box containing the shoes you would like to return, including the shoe box and all the accessories included in the shoe box.

How long does it take to get my refund?

If you elect to receive a refund to your credit card, you will receive a refund for the amount associated with the returned merchandise from the original order, but not for any expedited or standard shipping and handling charges from the original order. Once we receive item(s) we will issue a refund to your credit card immediately; however, please note that it usually takes credit card companies 7 to 10 business days to post said refund on your card.

How do I return/exchange a gift I received?

If you want to exchange a gift please follow the exchange instructions here or email help@chromaticgallerie.com

How do I track a return?

Once your return has shipped, the tracking number for your return will be placed in the notes for your account. You can find it by logging in and going to My Orders and referring to your order number or, if you checked out as a guest, you can go to Guest Tracking & Returns at the bottom of every page to track you orders. If for some reason you are unable to find it, you can contact us here and we can provide you with your tracking number.

Payment

What forms of payment do you accept?

We accept payment through the following credit cards: Visa, MasterCard, American Express and Discover. If a credit card company is being used for a transaction, Chromatic Gallerie may obtain a pre-approval from the credit card company for an amount up to the amount of the order. Billing to your credit card occurs at the time of purchase or shortly thereafter.

Chromatic Gallerie may be unable to accept credit cards issued by banks outside of the United States or prepaid gift cards issued by credit card companies. Debit cards and check cards that have daily spending limits may prevent the processing of your order.

Do you charge tax?

The sales tax charged depends on where the order is shipped. We collect sales tax on all orders with shipping destinations within the state of New York in the United States. We do not collect any form of taxes, duties or tariffs for orders to any other destination within or outside of the United States. It is the responsibility of the purchaser or receiver of the order to pay any taxes, duties or tariffs to the appropriate governmental or other authority. You will be able to view the sales tax included in your order before you confirm your order.

What if there is a problem with billing?

If a transaction has been declined online due to credit card issues, please ensure all data is correct and resubmit. If the transaction is not accepted online, you will be unable to use that card for your transaction and should use another credit card.

Shoe Quality

What types of materials are used to make the shoes?

We use a rubber outsole. We also use leather lining and the upper material is leather, suede leather or patent leather.

How do I know what size to order?

Our sizes are US shoe sizes. We currently do not have a size guide on our site or sizing reviews, but stay tuned, a Fit Guide and Quiz are in the works!

In order to make ordering easier, CHROMATICgallerie does a LOT of fit testing to ensure that our sizes are true. If you are normally a US size 8—then you should be a CHROMATICgallerie size 8. If you’re unsure the best bet is to have your foot measured.

Here are a couple of links to help with your sizing until we are able to get our own sizing guide online. The first is an online conversion for US sizes to numerous different country sizes (and vice versa) and the second and third links will help you find your width size:

http://www.onlineconversion.com/clothing_shoes_womens.htm

http://shoes.about.com/od/fitcomfort/ss/measurefeet_5.htm

http://shoes.about.com/od/fitcomfort/a/womens_width.htm

How do I care for my shoes?

For information on how to care for your shoes go here:

http://www.ivillage.com/how-clean-leather-and-suede/7-a-342762

What if there is something wrong with the shoe I receive?

If you receive merchandise damaged in shipment, contact us immediately. We will contact you regarding a replacement item and file a claim with the carrier. Please retain the original item and original packing material in the event the carrier wishes to inspect the package and merchandise. If we request that you return the damaged merchandise to us, we will send you a pre-paid shipping label to do so. If you are requested to return the damaged merchandise and you fail to do so within 14 days, we will charge you for any replacement item.

If you receive a defective item, please contact us immediately. We will send you a replacement item immediately and we will include a pre-paid shipping label for you to return the item to us. If we do not receive the defective item within 14 days of your receipt of the replacement item, we will charge you for the replacement item.

Do you have any new styles/color coming soon?

Look forward to flats, different heels and more colors coming as soon we perfect the fit and get every last detail just right. We at CHROMATICgallerie take pride in the look and just-for-you feel of our shoes, even if that means that it takes a little longer to produce. Our hope is that it’s worth the wait!

Customer Care

How do I contact you?

If you have any questions, comments, or just want to say “hi! I love my shoes” email us at help@chromaticgallerie.comor click here for more ways to contact us.

What is your privacy policy?

When you sign up for a Chromatic Gallerie account or other Chromatic Gallerie service or promotion that requires registration or when you purchase a Chromatic Gallerie product, we ask you for personal information (such as your name, email address and in some cases an account password). For certain services such as purchasing a Chromatic Gallerie product, we also request financial information such as credit card or other payment account information, as well as your shipping and billing address, that we maintain in encrypted form on our servers. We use the personally identifiable information that we collect for billing purposes and to fill your orders. If we have trouble processing an order, we also will use this information to contact you. We only save credit card information for those customers that have registered on the site. Saved credit card details are not shared with third parties except to the extent necessary to process your order, using our payment partner's systems. Additionally we may obtain information as a result of authentication or identity check.

We may combine the information you submit to us with information from other Chromatic Gallerie services or third parties in order to provide you with a better experience and to improve the quality of our services. For certain services, we may give you the opportunity to opt out of combining such information. For more information, please go to the Privacy Policy link on the bottom of the homepage.

What if the shoe I want is out of stock?

If the shoe you want is out of stock and is one of our "forever colors" you have the choice to order it from our pre-order store. New, "seasonal colors", change and are added periodically. Once they are sold out, they are discontinued and the option to pre-order will not be available. Check back for new arrivals!

Do you offer gift cards/certificates?

Yes! To purchase a gift certificate, click here or see the gift certificate link on the bottom of every page.

Can I review a product?

We love product reviews. For images and other information, contact us at press@chromaticgallerie.com

How do I update my personal information?

You can update your information in the “My Account” section on our site. Login to make all personal changes.

Do you offer any rewards/incentives?

Yes! We have a Refer a Friend program, a Rewards program, and we also offer a discount for signing up for our newsletter.