Frequently Asked Questions
Quick answers about orders, shipping, returns, fit and care. For account-specific help, contact support@insmia.com.
Orders & support
How do I contact customer care?
Email support@insmia.com or call +1 (309) 550-2360. Most messages receive a human response within 1–2 business days.
Can I change or cancel my order?
Contact us as soon as possible. A cancellation may be possible within 24 hours if the order has not entered fulfillment; once processing or shipping begins, changes are not guaranteed.
Where do I find my order number?
Your order number, such as #1234, is in the confirmation email and your customer account.
Payment
Which payment methods do you accept?
Available payment methods are shown at checkout and may include major credit cards, PayPal, Shop Pay, Apple Pay and Google Pay.
Is checkout secure?
Checkout is powered by Shopify and uses encrypted connections. INSMIA does not store your full card number on its own servers.
Shipping & tracking
Where do you ship?
We ship within the United States, including Alaska, Hawaii, U.S. territories and Military / APO / FPO addresses. Free standard shipping on $60+ applies to the 48 contiguous states; other rates are shown at checkout. We do not currently ship internationally.
How long does delivery take?
Most orders dispatch in 1-5 business days. Most styles arrive 3–7 business days after shipment; select overseas-warehouse styles typically arrive in 10–15 business days.
How do I track my order?
Use the link in your shipping email or visit Track Order. Carrier scans can take 1–2 business days to update.
Can I change my shipping address?
Contact us immediately. Once an order is processed or shipped, the address can no longer be changed.
Returns
What is the return window?
Eligible unworn items in their original shoebox, with tags attached, may be returned within 30 days of delivery.
Which items are Final Sale?
Items marked Final Sale, items discounted 30% or more through a promotion or sale price, gift cards, custom items and worn merchandise are not returnable. Goodwill discount codes issued by our support team do not affect return eligibility.
Who pays return shipping?
Return-shipping responsibility is evaluated case by case. Damaged or defective items reported within 7 days are handled at no cost to you.
How do I start a return?
Email support@insmia.com with your order number and reason for return. Do not mail anything to the registered office; we will provide the correct instructions.
Fit & care
How do I find my size?
Use our Size Guide and read the fit notes on the product page. Pointed toes and structured materials may feel closer at the front.
How should I care for my shoes?
Follow the material-specific guidance on the product page. In general, keep straw and raffia dry, brush suede gently and wipe smooth synthetic or leather surfaces with a soft dry cloth.