FAQs

When will my order ship?  

  • Any order placed before 12:00 EST will be delivered to the shipping carrier the same day.
  • If an order is placed after, it will be delivered to the carrier the next business day.
  • Our standard delivery time with UPS Express Mail Service is 1-4 Business days. 

Do I receive a confirmation of my order?

  • All orders are confirmed by email to the specified address. It includes information about the shoe you ordered, size, color, etc.
  • Have you not received this email? Please contact team@prologueshoes.com

How long will it take me to receive my order?

  • Depending on the shoe model you select, we have two shipping locations for your convenience. Your order may be fulfilled either from our warehouse in Florida or directly from our workshop in Turkey. 
  • We offer Free Express Shipping via UPS Express for all of our shoes. Your shoes will be delivered to your doorstep at no additional cost.

    Your order will be shipped within 1 business day of purchase and expected to arrive within 1-4 business days after delivery to the carrier. The overall delivery time for your order is 2-4 business days after purchase.
  • For your convenience, we offer the following estimated shipping times:

    United States: 2-3 business days
    United Kingdom: 1-2 business days
    European Union: 1-3 business days
    International (Outside US and EU): 2-5 business days

    Please keep in mind that actual delivery times may vary based on your location and other factors.

 

Customs & Import Taxes

  • Buyers are responsible for any customs and import taxes that may be applicable to their orders. Please note that Prologue Shoes is not accountable for any delays caused by customs processes.

    How can I track my order?

    • Upon placing your order, we will send you a confirmation email with your order details and an estimated delivery date.
    • You can also see the current delivery times here.
    • It may take up to 24 hours before you can track your package.
    • The package can only be tracked once the transportation company receives it.
    • If you can't track your package, it most likely hasn't left our warehouse.

    When will the out of stock item be available?

    • When an item is no longer available, it will be indicated on the product detail page as "Sold Out". Once the item has been restocked, it will appear on the website.
    • Unfortunately, we can't predict when the item will become available however, feel free to email us and inquire about it at team@prologueshoes.com 
    • Keep an eye on our website to find out when new styles are added or replenishments are made!

    Can I cancel or modify my order after it has been placed?

    • Upon receiving your order, we start working on it immediately, so we cannot make any changes or modifications after it has been placed and confirmed, therefore please make sure all information is accurate before ordering.
    • If your order has shipped, and you are not completely satisfied, check out our Return Policy to find out how we can make you happy again.

    I typed my address incorrectly and my order says it has been shipped.

    • Please contact team@prologueshoes.com within 24 hours after placing the order, we cannot guarantee that we will be able to make the necessary adjustments.
    • The customer is responsible for all orders shipped to an incorrect address. A new order must be submitted by the customer.
    • Prologue Shoes will not be responsible for packages and/or additional fees that are related to shipment to an incorrect address.

    How do I make a return?

      • When returning an item to Prologue Shoes kindly provide a tracking number for our reference and to speed up the process. For returns/exchanges, customers are responsible for returning the item(s) at their own expenses.
      • Please be aware that returns should be directed to 
        one of the following addresses, depending on the specific shoe you have purchased and our stock management.
      • Therefore, for assistance in initiating returns and to obtain the correct return address, please contact us at team@prologueshoes.com:

      • Return Address 1 : Attention to: Atul Soytuna, 490 NE 5th Avenue Apt #4212, Fort Lauderdale, FL 33301, USA
      • Return Address 2 : Egemenlik Mahallesi, 6125. Sokak No:23, 35070, Bornova, Izmir, Turkey

    What should I do if I received a damaged item?

    • Please contact customer service within 24 hours of receiving the defective item by emailing us at team@prologueshoes.com

    How long will it take for me to receive my refund on my credit card?

    • You will see your refund within 2-5 business days from the processing date. However, depending on your banking company, it could take up to 10 business days for your funds to be reflected on your statement

    I have an incorrect item in my order, what should I do?

    • In the rare situation where you receive a different product, we want to resolve any issues with incorrect items immediately.
    • Please contact our customer support team at team@prologueshoes.com with the order number and the incorrect item’s name and number.

    I need help with sizing?

    • Please don't hesitate to reach out to us over team@prologueshoes.com if you need assistance with sizing. For your convenience, we have provided a helpful video guide on how to measure your foot in either inches or centimeters. You can watch the video here.

    Can I place an order if I do not live in US?

      • Absolutely! We are delighted to offer shipping to more than 40 countries worldwide, including
      • North America: United States, Canada

        United Kingdom and Ireland: United Kingdom, Ireland

        Middle East: Israel, Jordan, Kosovo, Kuwait, Lebanon, Qatar, United Arab Emirates

        Oceania: Australia, New Zealand

        Europe: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland

        We proudly offer shipping services to customers across these diverse regions.

    Lost/Unknown causes in shipment.

    • Packages that are either stolen, lost or undelivered are NOT our responsibility.
    • If your package doesn't arrive within or after the estimated delivery time, then you should contact the courier used to deliver your package to explain the situation and provide them with your tracking number.

    My package was returned to the sender, what do i do?

    • Sorry to hear we missed you. Once your package(s) are received and processed at our warehouse, we will try to contact you to re-ship the order, if we do not get a response within the next 24 hours prior to re-shipment, a refund will be issued.
    • To avoid having the package returned to sender again, we encourage you to track your order very closely to make sure your availability matches the arrival date.

    Is the item I want going on sale soon?

    • Although we cannot provide information regarding future promotions or discount periods, you can be the first to find out when a promotion or sale is launched by signing up to Prologue shoes Newsletter.

    Do I have to pay sales tax?

    • You only need to pay sales tax if you are located in the same state as our warehouse. Our warehouse is located in Florida.

    What if my payment does not work?

    • If you’re having problems applying one of the payment methods, please contact the relevant partner. It concerns personal data and therefore we are not able to request information about this.

    How do I contact you?