Returns & Refunds – Contact POEVE for Support
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Have questions or need help with your order? Please explore the information on this page or reach out to customercare@poeve.it.
For commercial enquiries, please reach out to info@poeve.it.
For general enquiries, contact hello@poeve.it.
Need to reach us? Give us a call at our office at +39 049 980 1851.
Available Monday to Friday at 9:00 – 17:00 CET, excluding holidays.
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Available Monday to Friday at 9:00 – 17:00 CET, excluding holidays.
POEVE Headquarters
Animaitaliana s.r.l.
Via Capriccio 3B
35010 Vigonza (PD)
Italy
We offer free worldwide standard shipping. Please refer to the shipping table below for delivery times. Please note that our team needs up to 3 business days to prepare your order before shipping. Orders placed during holidays or sales periods might experience a slight delay, but will be fulfilled in a timely manner. Shipping time starts from the moment your package leaves our warehouse.
Italy: Free express shipping (1-2 business days). Return cost is €5.
EU: Free standard shipping (3-5 business days), €10 express shipping (1-2 business days). Return cost is €12.
Switzerland: Free standard shipping (4-5 business days), CHF 10 express shipping (1-2 business days). Return cost is CHF 10.
UK: Free standard shipping (2-4 business days), £10 express shipping (1-2 business days). Return cost is £10.
US: Free express shipping (2-4 business days). Return cost is $20.
Rest of the World: Free express shipping (3-8 business days). Return cost is €30.
Duties and taxes are calculated based on the items ordered, the shipment destination, and the total order value.
When applicable, duties and taxes will be shown at checkout as a separate line item. If they are already included in the product price, this will be clearly indicated at checkout.
In some countries, duties and taxes must be paid upon delivery and are the customer’s responsibility. It will be noted at checkout for full transparency before you order.
For more details by country, please click here.
All POEVE orders are shipped with tracked shipping. Once the courier picks up your order, you’ll receive a tracking number to your provided email address - please double-check your email is correct before completing your order. Additionally, depending on where you are located, you will receive further delivery updates emails from our courier partner DHL or FedEx.
During processing hours, your order is handled immediately after being placed. If you wish to cancel, make changes to your order or change the shipping address, please notify us immediately at customercare@poeve.it. However, once your order has been shipped, we are unable to make any modifications or cancellations. We recommend double-checking all details before finalizing your order to ensure accuracy.
We do not currently offer direct product exchanges. If you need a different size, colour, or style, please return your original purchase and place a new order for the desired item. If you wish to re-order an item purchased during sales in a different size, we will respect the original price of the item. For this, get in touch with our customer care team: customercare@poeve.it.
For more detailed return instructions, please visit the Returns & Refunds section.
At POEVE, your satisfaction is our priority. If you're not completely happy with your purchase or need a different size, we offer a simple return process. If you have any specific requests regarding your return, don’t hesitate to contact us at customercare@poeve.it.
What is your return policy?
You have 14 days from the delivery date to return your order. For orders placed during the summer or winter holiday periods, the return window is extended to 30 days.
Summer holidays: Orders placed between August 10 and August 20
Winter holidays: Orders placed between December 20 and January 7
Items must be returned in their original packaging and in the same condition in which they were received: clean, unworn, and undamaged. We strongly recommend trying on shoes on a carpeted surface to protect the soles from any marks. Worn, damaged, or altered items will not be accepted, and the refund may be refused.
How can I return my order?
NOTE: To return orders placed before 16/02/2026 (included), please email us at customercare@poeve.it. We will provide the return label and the necessary return instructions.
We will provide return labels. If you use self-postage, POEVE is not responsible for any loss, theft, or damage to the parcel. To return your order, please follow the steps below:
- - Carefully place the shoes back into their original box. If you are returning multiple items, please pack them in their respective shoeboxes and use a single package for your shipment. Do not apply labels or adhesive tape directly on the original branded shoebox.
- - Visit our Returns Portal to create your return label. Please enter the Order Number, which you can find in the subject line or body text of your POEVE Order Confirmation email.
- - Print out your return label and stick it on the outside of the box, making sure to cover or remove the original delivery label or any other existing shipping labels.
- - Drop off the parcel at your nearest DHL or FedEx shipping point.
Once we have received your return order and checked the condition of the items, you will receive a refund to your original payment method in 1-6 business days.
Please do not use self-postage, as we cannot cover any costs if the package gets lost.
When will I receive my refund?
Refunds are processed after your return is registered and inspected by our warehouse, typically within 1-6 business days. It can then take up to 7 business days for the refund to appear in your account.
Can I return a sale item?
Yes, sale items can be returned.
Once we receive and verify your returned item(s), we’ll issue a refund to your original payment method. You’ll receive a confirmation email when your refund is processed. We aim to process refunds within 6 business days of receiving your return. Please allow up to 7 business days for the refund to appear, depending on your bank’s processing times.
The following return shipping costs will be deducted from your refund:
- Italy: €5
- EU: €12
- Switzerland: CHF 10
- UK: £10
- US: $20
- Rest of the World: €30
Note: Express shipping costs and customs duties paid at checkout are non-refundable and will not be included in the refund amount.
We do not currently offer direct product exchanges. If you need a different size, colour, or style, please return your original purchase and place a new order for the desired item. If you wish to re-order an item purchased during sales in a different size, we will respect the original price of the item. For this, get in touch with our customer care team: customercare@poeve.it
On our website, you can pay via PayPal or credit/debit card using ShopPay, which accepts VISA, Mastercard, Maestro, American Express, Bancontact, iDeal, Google Pay, and ShopPay.
For more details, please contact customercare@poeve.it
Our shoes follow European sizing. To measure your foot, place it on a sheet of paper, trace around it with a pen, and measure the length from your heel to your longest toe. Use our size guide below to find your perfect fit:
Woman
| EU | UK | US | FR | Length |
|---|---|---|---|---|
| 35 | 2 | 5 | 36 | 223–229 |
| 36 | 3 | 6 | 37 | 230–235 |
| 37 | 4 | 7 | 38 | 236–241 |
| 38 | 5 | 8 | 39 | 242–248 |
| 39 | 6 | 9 | 40 | 249–254 |
| 40 | 7 | 10 | 41 | 255–260 |
| 41 | 8 | 11 | 42 | 261–266 |
| 42 | 9 | 12 | 43 | 267–272 |
Man
| EU | UK | US | Length |
|---|---|---|---|
| 40 | 6.5 | 7 | 258–263 |
| 41 | 7 | 8 | 264–270 |
| 42 | 8 | 9 | 271–277 |
| 43 | 9 | 10 | 278–283 |
| 44 | 10 | 11 | 284–290 |
| 45 | 11 | 12 | 291–297 |
| 46 | 12 | 13 | 298–304 |
Please note that the fit of each model varies based on the style of the shoe. We invite you to consult the product page of the shoe you are interested for more information about the fit or reach out to our customer service by emailing customercare@poeve.it with any questions about the fit of a particular model.
Every pair of POEVE shoes is handmade in Italy using premium materials. Since leather is a natural material, slight variations in grain, color, or small imperfections are normal and add to its uniqueness. Delicate fabrics like satin or velvet may show subtle puckering or wrinkles due to the production process. To maintain the color and quality of your shoes, we recommend the following care tips:
- - Store your shoes away from direct sunlight and in a POEVE dust bag.
- - Treat with a suitable protective spray before the first wear.
- - Use a dry cloth or towel to gently remove excess moisture.
- - For sole or heel repairs, visit your local cobbler.
Material-specific care instructions:
- Brushed leather: Wipe with a soft cloth, apply a neutral or colour-matched nourishing cream, and buff with a brush to restore its polished finish.
- Nappa leather: Clean soft and calfskin leather with a soft cloth and neutral shoe polish to maintain its finish.
- Suede: Gently brush in the direction of the grain with a rubber or soft bristle brush to remove dust and light stains.
- Patent leather: Avoid contact with dark or heavily printed materials, as patent leather can easily absorb inks or pigments. Keep away from alcohol and solvents to prevent damage.
- Snakeskin effect leather: The lifted scales mimic the natural texture of real snake skin, revealing the underside of the leather. This is normal and not a defect.
- Satin: Use a fabric-safe spray before wear for protection. Lightly dab with a soft, dry cloth to clean, avoiding excessive moisture or rubbing that could damage the fabric.
- Pony (hairy leather): Brush gently with a soft bristle brush to remove dirt or dust, always brushing in the direction of the hair. Avoid prolonged exposure to moisture, as it may cause the hair to mat or shed.
To log in to your account, simply enter your email address in the designated email field. You will then receive a one-time code sent to your email. Enter this code in the provided field to complete the login process.
Once logged in, you'll be able to see your order history, edit your details, or request a return.
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