Policies and More
HOURS OF OPERATION: Monday thru Friday from 9am-5pm MST. We observe all major holidays. We will do our very best to respond to messages that we receive outside of this time frame, but we cannot guarantee as fast of a response time. All messages will be answered in the order received.
PROCESSING TIME: All orders, big or small, are handcrafted to order. Please allow a minimum of fourteen (14) days for assembly unless a rush fee is purchased. Exact assembly time on each model may vary. Please check the individual listing description for assembly timeframe.
RUSH FEES: Unless stated otherwise, all shoes are made to order and require approximately 14-20 days to build prior to shipment. Rush fees are available if you need your order sooner. Rush fees are standardized, non refundable, non transferable and non negotiable. 1 rush per item. Princess Pumps LLC is not responsible for carrier postal delays of any kind. This include but not limited to, mis-shipment, incomplete or incorrect address, return to sender parcels, delays due to weather, parcel theft or failed delivery attempts.
SHIPPING: Items ship after the above mentioned processing time. All orders, both domestic and international are shipped from our headquarters in Albuquerque, NM via the United States Postal Service. Prices include the shipping label and packaging materials. We do not ship these items in their original boxes to ensure that we have the lowest environmental impact as possible.
INTERNATIONAL SHIPPING: All international items are shipped standard via USPS International 1st Class. USPS Priority International and USPS Express International are available at additional cost.
CUSTOMS NOTICE: Strict limit of 4 pairs per order or a maximum of $400 total purchase price. Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchase. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up - do not confuse them for additional shipping charges. We do not mark merchandise values below value or mark items as "gifts" - US and International government regulations prohibit such behavior. Princess Pumps LLC is not responsible for any delays in customs. Please allow up to 6 weeks for delivery.
RETURNED TO SENDER PARCELS: If your parcel is returned to us by the United States Post Office for any reason, you will be required to fill out and submit a Parcel Reshipment Form before your parcel is reshipped. Repurchasing of postage may be required. We will hold your parcel for a maximum of 30 calendar days from the date it was returned. If you do not claim or submit for reshipment within those 30 days, we will consider that parcel abandoned and the contents vested back to Princess Pumps LLC.
- Refunds, Exchanges & Cancellations -
We take great pride in the quality of our products and service. If there is a problem with your item, we will be more than happy to work with you. Please make sure you order the correct sizing based on the shoe you are ordering to avoid any additional costs or time on you receiving your pair. If you have any questions on which size to order, please let us know!
CANCELLATIONS: You have 48 hours after payment is received to either cancel your order or amend it. No exceptions. Orders cancelled prior to shipping, buyer will be refunded the full amount of their order within the first 48 hours. Any cancellation requests made after those 48 hours will be subject to a 20% restocking fee. During non-holiday shopping timeframes, if cancellation request occurs with 48 hours of scheduled shipment, a 35% restocking fee applies. During the following peak holiday shopping times NO cancellations are permitted after 48 hours: Valentines Day 2/1-2/13, Halloween 10/1-10/31, Holidays 12/1-12/24. Custom and/or personalized orders cannot be canceled once payment is received.
ORDER AMENDMENTS: Sizing or color changes requested after the initial 48 hours will be subject to a $10 amendment fee per request. Custom, personalized orders cannot be modified once payment is received. We will only ship to address provided at checkout, address cannot be changed. It is the buyer's responsibility to ensure the address is current, correct and complete.
EXCHANGES: Please contact us using the email address included on the product tag of your order to request a return. You have seven (7) days to request an exchange/refunds from point of scanned postal delivery. Shoes must be returned in their original UNWORN condition within 7 days of approval. NO EXCEPTIONS (so please make sure you are home when the shoes are scheduled to arrive). All product tags MUST still be attached in order for us to process an Exchange or Refund. If the tag has been removed we can no longer process the shoes as a Return or Exchange regardless of condition.
EXCHANGE FEE NOTICE: Buyer pays for shipping of the returning pair and the replacement pair, plus a $5 exchange fee. Your replacement pair will be once again built with the highest quality possible in the same processing time time unless requested with a shorter time frame.
REFUNDS AND RESTOCKING FEES: Orders that have been completed and returned in the afore mentioned time frame and condition can be issued a refund for cost of the item only, shipping costs cannot be refunded after the item has shipped. All orders of $25 or more are subject to a restocking fee of 15% of the item value.
NO REFUNDS PERMITTED FOR THE FOLLOWING: Items listed as BARGAINS/CLEARANCE, YOUTH or any PERSONALIZED ORDERS with individual customizations(i.e. rhinestones, ankle ribbons, names, dates, custom sizing, non-standard colors or brands). RUSH FEES and DEPOSITS. We are not responsible for electronic warranties. We will test them prior to shipping to ensure that they work for you. Princess Pumps LLC does not manufacture any base shoes and cannot repair any manufacturing defects that may occur. All factory warranties are null and void.
PROMOTIONAL / PRESS PULL REQUESTS: All our products are made to order unless otherwise stated. Only items listed in our 'Ready to Ship' Etsy® Shop Section are available for promotional work and are authorized solely at the discretion of Princess Pumps LLC. Items are on a first come, first serve basis and sizing cannot be guaranteed. Strict limit of 1 promotional item per person with a maximum value of $60.00. A $100 credit card deposit is required for any and all professional press pull items. Deposit will be returned when items are returned.
PRODUCT PHOTOS: All product photographs are stock. Variations in appearance may occur due to material availability and assembly method. All shoes are hand sparkled. Slight imperfections may occur.
Princess Pumps LLC is not affiliated with any shoe company, name brand or otherwise. All trademarks are property of their respective owners.