FAQ
We know how important it is to have a clear and easy shopping experience. Here, we’ve gathered the most frequently asked questions about our shoes, ordering process, deliveries, exchanges, and more to ensure all your questions are answered quickly. If you don’t find what you’re looking for, our customer service team is always available to help!
Orders & Pre-Orders
All orders—including pre-orders—are charged at checkout. This secures your item and allows us to begin preparing it immediately.
A pre-order lets you reserve a style from our upcoming drop before it’s in stock. You pay at checkout, and we ship your shoes as soon as they’re ready. Estimated shipping windows are listed on each individual product page.
- Secure early access to our newest collections.
- Support a more conscious production model.
- Enjoy 30% off before it’s gone. After the window closes, limited additional pairs are made and sold at full price.
It’s our way of creating responsibly while giving you early access to the best price.
Yes! Pre-orders can be canceled anytime before they ship. Once shipped, our standard return policy applies.
We’re unable to make changes once an order is placed. If needed, contact us ASAP to cancel the item before it ships.
Items may ship separately if part of your order is a pre-order. Check your email for separate tracking links.
An order confirmation is sent to the email address provided when placing an order. If it takes longer than a few minutes to receive your confirmation, please check your spam folder. If you still cannot find your order confirmation please email: help@larroude.com
Order confirmations are sent automatically to your email. If you don’t see it, it might’ve landed in your spam or promotions folder. Still can’t find it? Just reach out—we’re happy to resend it for you!
1. To create an account:
- On desktop: click on the account icon on the top right corner on any page of larroude.com
- On mobile: go to the menu icon on the top left corner and click on "account"
2. Click on the "sign up" link right after it asks if you are a new customer
3. Enter your name, email address, and create a password
4. Click "sign up"
You may also use Facebook, Google or Amazon log-in information to create your account.
While you do not need a Larroudé account to place an order, there are added benefits of having an account. Customers with an account can track past orders, access faster checkout options by storing their payment and shipping information, and easily start a return or exchange.
Simply click on the “Forgot Password” link on the “Sign In” page and follow the instructions to reset your password. You can always contact our Client Services team for assistance.
Shipping
In-stock orders placed before 1 PM EST ship the same business day. Orders placed after will ship the next business day.
Each pre-order product page includes an estimated ship window. If your order contains in-stock and pre-order items, they may ship separately. You’ll receive tracking info for both.
Orders are fulfilled in the order they’re received. While we aim to meet the estimated timeline, your delivery may arrive up to 5 days earlier or later depending on production and demand. We appreciate your patience!
- Standard (5–7 business days): Free
- UPS 2-Day: $25
- UPS Overnight: $30
We ship via UPS Monday–Friday (excluding holidays).
Yes! We offer free international shipping. Duties and taxes are calculated at checkout and paid upfront.
Note: International orders are final sale and cannot be returned.
We do not ship to P.O. Boxes or APO/FPO addresses.
Yes, absolutely! During the checkout process, you will have the option to enter a personalized gift message. This message will be included on the packing slip that accompanies your order.
Currently, we don't offer gift wrapping. Items come in a dust bag, inside our signature Larroude box. Our boxes are 100% recycled yet beautifully designed.
Yes. You’ll receive a shipping confirmation email with your tracking number once your package is scanned by UPS.
Use your tracking link to reschedule or arrange pickup with UPS. Need help? Contact us at help@larroude.com.
Returns & Exchanges
Returns and exchanges are accepted within 30 days of delivery for items that are:
- Unworn
- In their original packaging (box, dust bag, tags, stickers)
Final sale and international orders are not eligible for return.
To process your return, please click here.
To process your even exchange, please click here.
Refunds are processed within 5–7 business days after we receive your return. Your bank may take additional time to post the funds.
Yes! Use the return portal to request your new size. If it's in stock, we’ll hold it for you and ship it after we receive your return.
Note: These rules apply exclusively to Larroudé products. For Colléct products, please refer to the rules listed under the Colléct tab.
A final sale means all purchases are non-returnable and non-exchangeable, typically for clearance or end-of-season items at reduced prices.
Considerations:
- No returns or exchanges. Once purchased, items cannot be returned or exchanged.
- Exceptions for defects: Defective, damaged, or mis-shipped items are eligible for exceptions; contact Customer Care for assistance help@larroude.com.
- Check sizing carefully: Ensure correct sizing as exchanges aren't available.
- No price adjustments: Final sale items do not qualify for price adjustments or matches.
- Sales tax may apply: Sales tax might still be added depending on your location.
No. All international orders are final sale.
Payments & Discounts
We accept multiple payment options including American Express, Visa, Mastercard, Amazon Pay, Apple Pay, Google Pay, Meta Pay and Shop Pay and Venmo.
To secure your item, payment is processed when the order is placed—even for pre-orders. This guarantees your pair is reserved and made just for you.
No—only one promo code can be applied per order.
Pre-orders already include a built-in discount up to 30%, so additional promo codes (including QR codes) cannot be applied.
Enter the promo code in the "Promo Code" field at checkout for it to be applied to your order.
The $50 discount is valid on total purchases over $100 of Larroudé items. Limited Time Only.
Additionally, this offer does not apply to Colléct items.
Chargebacks
Once a chargeback is filed, our system is no longer able to modify, cancel, or issue a refund for that order. The process is entirely managed by the cardholder’s bank and typically takes between 60 to 90 days to resolve. During this time, we cannot intervene or speed up the resolution. We recommend reaching out to us before initiating a chargeback—we’re always happy to help resolve any issue directly.
As soon as a chargeback is initiated, the funds are frozen by the payment processor and the dispute is escalated to the bank. At that point, any further action must go through the bank’s process until a decision is made. For your security and ours, we’re unable to take additional steps while the case is active.
Sustainability & Pre-Order Model
We create with purpose. Our pre-order model allows us to make only what our customers want, when they want it—reducing waste and overproduction.
- Our shoes are produced on demand.
- We minimize excess inventory and markdowns.
- It provides customers with a smarter, more conscious shopping experience.
Only a limited number of additional pairs are made after the pre-order window closes—and those additional pairs are then sold at full price.
All Larroudé shoes are handcrafted in our own factory in Sapiranga, Brazil, a region known for its rich tradition of artisanal shoemaking. Because we own our factory, we ensure not only complete quality control, but also ethical working conditions and fair wages for our employees. We’re proud to care for the people who make our shoes just as much as we care about the ones who wear them.
Product Info & Fit
Yes! Larroudé shoes run true to U.S. sizing with a medium width. Each product page includes a Size & Fit section with additional information.
Use the sizing chart and “Size & Fit” section on the product page. Still unsure? Just contact us. We’re happy to help you find the perfect fit.
- Leather: Wipe clean and use a leather conditioner.
- Suede: Use a suede brush and avoid moisture.
- Fabric/Satin: Spot clean gently.
- Natural materials: Dust gently and avoid water.
Always store your shoes in their original box or dust bag, away from direct sunlight.
Product Issues
We're sorry you received the wrong item! Please email help@larroude.com with a photo of the incorrect item and tag, and we’ll send you the right pair with a prepaid return label.
Email us with your order information and clear photos. If confirmed, we’ll offer a refund, replacement, or repair.
If your order included multiple items, they may have shipped separately. Check your email for multiple tracking links or contact us for help.
Product Availability & New Releases
Some styles may be restocked based on demand. If your size is sold out, click the “Notify Me” button to be alerted if it returns.
- Sign up for our emails.
- Follow us on Instagram @larroude
- Bookmark the “New Arrivals” and “Pre-Order” pages on our website.
Contact & Support
- Email: help@larroude.com
- Phone: 1-833-LRM-YWAY
- Contact Form: Contact Us
We typically reply within 24–48 hours, Monday–Friday 9am-6pm est.
Click “unsubscribe” at the bottom of any Larroudé email, or contact us and we’ll remove you from our list.
We’re so sorry to hear that! Please email us at help@larroude.com. We’ll escalate your concern to management and respond within 1–2 business days.
Qr Code
Think of it as your own Larroude digital wallet! You are entitled to $20 for every pair of Larroudé shoes you keep. The QR code allows you to access and manage your credits and share your code for additional rewards. Your credits are valid for only 180 days.
1. Claim your $20 credits – Use your QR code to redeem the $20 credit for each pair of shoes you keep. To apply these credits, go to checkout and select them above the “Pay Now” button.
2. Share the code for rewards – Share your QR code with friends and family. They’ll receive $20 off their first Larroudé purchase, and once their purchase is complete, you’ll also receive redeemable credits.
The QR code is located underneath the soles of your Larroudé shoes. Simply open your camera and point it at the QR code to scan.
Upon scanning, you’ll be directed to the Product Details Page of the shoes you bought, where you’ll see a “Claim” button. Your credits will automatically be added to your Larroudé profile, where you can view your available and pending credits.
No, each QR code can only be used once.
If you experience any issues with the QR code, please contact us athelp@larroude.com. Make sure you open a ticket already adding a clear picture of the QR code!
Pending credits indicate that you’ve shared your QR code, but the person you referred hasn’t placed an order yet. Once their purchase is complete, the credits will shift to “Available” for you to use.
To redeem your credits, go to checkout and select the credits above the “Pay Now” button. This will apply the available amount to your purchase total.
No, promo codes cannot be combined with QR code credits.
Colléct
Colléct offers a handpicked selection of finely curated products. It's important to note that we do not maintain physical inventory. Instead, the entire delivery process is managed by each respective brand.
Colléct by Larroudé: all brands available at Colléct follow the same return policy above, except for Adina Reyter, Altuzarra, Ariel Gordon, Bala Bangles, Barrière, Christopher John Rogers, Dr. Lara Devgan Skincare, Eliou, Garland Collection, GIGI BURRIS, Jane Win, Joanna Czech, Literie Candles, Lizzie Fortunato, Natalie Martin, Nelle Atelier, Marrakshi Life, Montce, Petite Plume, Retrouvai | Modern Heirlooms, Stephanie Gottlieb, U Beauty and WELLinsulated® which are all FINAL SALE.
Store Visits
We don’t have our own physical stores just yet, but you can find Larroudé styles at select boutiques across the U.S., as well as at Nordstrom and Bloomingdale’s. And of course, we offer free returns on our site so you can try on your favorites risk-free at home.
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