We will do everything thing we can to ensure you are happy with your dr LIZA order. Email us at hi@drLizashoes.com with any questions or concerns that you may have and we will reply within 24 hours.



How much is shipping?

Shipping is free within Canada when you spend $250 or a flat rate of $10 when you spend under $250. Shipping is free to the US when you spend $500 or a flat shipping rate of $15 CDN for standard shipping or $20 CDN expedited with Canada Post or DHL. We offer flat rate shipping of $40 CDN for international orders. The rates apply for any size order so even if you order 10 pairs of shoes your shipping will remain the same! Please note that there may be duties associated with you order when shipped outside of Canada. This is not included in the shipping rate. 



Can I change or cancel my order once it’s been placed?

We work hard to process your order quickly so that you receive it as soon as possible. Because we process orders so quickly, they cannot be interrupted once they have been placed. If you forgot to add something to your order before it was placed, please place a separate order for the additional item. It will ship to you in separate packaging, and will have its own unique order number and tracking link. Please note that pre-orders cannot be cancelled as we use the order numbers for production. If you'd like to cancel your order, you'll need to wait until it is received and then return it for a refund. Please note that US orders, International orders, sale and discounted shoes and bags cannot be refunded.



How long will it take to receive my order?

Orders are processed and shipped within 1 - 2 business days. You should expect to receive your order in less than 10 business days from the time of order for Canadian and US orders. International orders may take up to 4 weeks for delivery. All US and Canadian orders come with tracking information so you can follow your package as it makes its way to you.


Can I exchange my dr LIZA shoes?

If you are based in Canada or the US and your order is not final sale - absolutely. Email hi@drLizashoes.com and we will help you get the right fit! You have 30 days after receiving your order to exchnage.


Please note that returns are not prepaid, the customer is responsible for return shipping.


Please check with us prior to exchanging as the size/colour/style you want to exchange for might not be available. Should this be the case you are able to exchange them for something of equal value from the time you purchased them. Items purchased at a discounted price, US + International orders and final sale items cannot be refunded. Please note the size or colour you would like to exchange for and pending availability we will send them out to you as soon as we receive your package. Please note that your shoes can only be exchanged once and once exchanged cannot be refunded. Please note that any shoes with signs of wear [any scuffing] , missing/damaged boxes, missing shoe bags or otherwise incomplete will not be accepted for exchange.


If we do not have the size available that you would like to exchange for you can have the amount of your original purchased credited towards your new order via credit code. Please note that this must be done within 30 days of placing your order. 


US orders are eligible for 1 exchange. Please note that you are responsible for any shipping costs, customs charges or duties incurred while returning the shoes. Please fill out the shipping form correctly as a 'returned good' with a value of $25 to avoid these costs. We do not accept shipping via FedEx from the US. We do not accept exchanges on final sale items or international orders and shipments.



Can I exchange my dr LIZA  bags?

dr LIZA bags can be exchanged for a different colour of bag or store credit but are not eligible for refunds.



How do returns work?

If for any reason you are not satisfied with your purchase, you may return your shoes within 30 days of receiving your order by contacting us a hi@drLizashoes.com to start the process. Please note that bags, sale items and US orders can only be exchanged and not refunded.


Your shoes must be in original and unworn condition, with the original box and packaging in new condition. Please email hi@drLizashoes.com prior to sending back your shoes to confirm that they are eligible for return. We will give you a confirmation number to ensure a seamless return. Returns that have not been confirmed will not be processed.


Please note that returns are not prepaid, the customer is responsible for return shipping.


Bags, discounted orders and US orders can be exchanged but are not eligible for refund. International orders and previously discounted shoes that have an additional discount code applied, and slippers are not eligible for exchange or refund. We do not accept returns on US orders or international orders and shipments. Please note that any shoes with signs of wear [any scuffing] , missing/damaged boxes, missing shoe bags or otherwise incomplete will not be accepted for a refund.



How can I check the status of my return and refund?

We process returns within 5 business days, and you will see an email from us when your return has been processed. If you have questions, feel free to email us at hi@drLizashoes.com



Does dr LIZA have retail stores?  

At this time dr LIZA shoes and bags can be purchased online or by appointment at the[fix] in Toronto.



How do I find my size?

Use our fit guide to help you measure your foot and determine the correct size for your shoes. The dr LIZA pump and dr LIZA sandal are currently available in sizes 5 - 13 including half sizes, the dr LIZA sneaker pump is available in sizes 5 - 13 in regular width [M] and wide width [W] and the dr LIZA bootie, dr LIZA bootie 2.0, dr LIZA flat, dr LIZA sneaker, dr LIZA ballet sneaker are available in sizes 5-12 including half sizes in regular width but fit generously around the toes. The dr LIZA slipper is available in size 5-11 in full sizes only. The fit guide is located here: Fit Guide



Do the dr LIZA shoes work for wide or narrow feet?

We’ve received terrific feedback from customers with both wide and narrow feet. One of the great things about dr LIZA shoes is that they will stretch and mold to your feet as you wear them. Give them a try and if they’re not the perfect fit, we have a great exchange and return policy. If you have wide foot please select the wide option in the sneaker pump and your usual size in the others. If your feet are very wide [greater then a D width] we recommend going half a size up for the dr LIZA bootie, dr LIZA bootie 2.0 and dr LIZA flat. If your feet are narrow [A width] please go down a half a size in the dr LIZA  flat. The dr LIZA sneaker pump is available in regular width and wide width so if you have narrow feet please go for the regular width. The dr LIZA bootie works well for narrow, regular and wide feet. The dr LIZA sandal, sneaker, ballet sneaker and slipper can accommodate regular and wide feet comfortably.



Do you ship dr LIZA shoes outside of Canada?

We are able to ship to globally. To view specific shipping options, begin the checkout process and shipping rates will be displayed before credit card information is required. Please remember that the rates displayed are for shipping charges only and do not include any customs, duties, or taxes required by the destination country. We have a flat rate of $15 shipping or free when you spend $250 to the US and $40 for international orders.



What do I do if there is a defect in a pair of my dr LIZA shoes or bag?

If you notice a flaw in your dr LIZA shoes or bag or an issue with the quality please send an email to hi@drLizashoes.com as soon as possible after receiving them. We aim for the highest quality standards but as each pair of shoes and bag is hand crafted there may be some flaws that are missed. We are happy to replace your unworn shoes or bag should there be an issue as long as you let us know within 5 days of receipt. If the shoes or bags show any sign of wear or any packaging or is missing, they are not eligible for replacement.