Frequently Asked Questions

Orders

How do I contact customer care?

Email support@insmia.com or call +1 (309) 550-2360. Our team replies promptly, 7 days a week.

Can I change or cancel my order?

You can cancel within 24 hours of placing your order, as long as it has not shipped. Contact us as soon as possible — once an order enters fulfillment, changes may no longer be available.

Where do I find my order number?

Your order number (e.g., #1234) is in your confirmation email. Include it whenever you contact support — it helps us help you faster.

Payment

Which payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Shop Pay, Apple Pay, and Google Pay. Shop Pay also offers interest-free installments on eligible orders.

Is checkout secure?

Yes. Checkout is powered by Shopify and protected with SSL encryption. We never store your full card details on our servers.

Shipping

Where do you ship?

We currently ship within the United States only — the 48 contiguous states, Hawaii, Alaska, U.S. territories, and Military / APO / FPO addresses. Free U.S. shipping is available on orders of $70 or more.

How long does delivery take?

Orders ship within 2 business days. Most styles ship from our U.S. warehouses and arrive within 3-7 business days of shipment; select styles ship from our overseas warehouse and typically arrive within 10-15 business days.

Will I receive tracking?

Yes. Tracking details are emailed after your order ships — please allow 1-2 business days for the tracking status to update.

Can I change my shipping address?

Contact us immediately at support@insmia.com. Once an order is processed or shipped, the address can no longer be changed.

Returns

What is the return window?

Unworn items in their original shoebox may be returned within 30 days of delivery. Please review our Refund Policy before sending anything back.

How do I start a return?

Email support@insmia.com with your order number and the reason for return. Do not send returns to the company address — our team will provide the correct return instructions.

My item arrived damaged. What now?

We're sorry! Contact us within 7 days of delivery with photos, and we'll arrange a full refund or replacement at no cost to you.

Fit & Care

How do I find my size?

See our Size Guide for US / EU / UK conversions and foot-length measurements. Between sizes? For pointed toes or structured materials we suggest sizing up half a size.

How should I care for my shoes?

Wipe leather and faux-leather styles with a soft dry cloth. Brush suede gently with a suede brush. Keep straw and raffia styles dry and out of prolonged direct sun. Store pairs in their box away from heat.