Frequently asked questions

YOUR ACCOUNT

How do I create an account?

Registering an online account with us will make shopping with us even easier, as well as give you great benefits:

• Rapid checkout using stored shipping addresses & payment details;
• Current order status and up to the minute tracking information;
• Free and simple returns process;
• Order History;
• Modify your account information;
• Stay on the cutting edge of trends and receive special offers through our mailing lists.

Create an account now – it just takes a few minutes.

How do I change my personal details?

To change any of your personal details – name, contact details, password:

• Click Log In/Register at the top of any page on our website and sign in;
• Click at your account name at the top of the page then click Account Details;
• Make your changes and click Save Changes.

I have forgotten my password. How do I log in?

Visit the Log In page, click the ‘Forgotten your password?’ link, and put in your account email address in the box provided. Once you’ve pressed the ‘Next’ button, we’ll send a new password to your email address. If you’re still having problems, just give us a call.

How do I leave a review?

1. Find the product you’ve purchased and wish to rate, then scroll down the page to the ‘Review this product’ link.
2. A form will pop-up where you can leave a review and give the product a star rating.
3. Click ‘Submit’.

My review hasn't appeared online. Why is this?

We need to make sure that all reviews are appropriate before publishing them so there may be a short delay before it appears on site. If for whatever reason your review doesn’t meet our guidelines, we’ll let you know and give you an opportunity to edit and re-submit your review.

ORDERING & PAYMENT

How do I place an order?

When you are done shopping, click at Cart to place your order. You will see all the items in your shopping bag during checkout. To remove an item, just edit your shopping bag. You have to Create an Account / Sign In. Then Proceed to Checkout.

During checkout, we will ask for:

• Billing information;
• The address you want to ship to;
• Your credit card type, number and expiration date;
• Shipping method;
• Any promotional code you would like to redeem.

After reviewing your order on the Checkout Details, simply click Proceed. We will send you an email confirming your order within 24 hours, and then we will send you another email when your order has shipped. We will not charge your credit card until your order has shipped.

How many items can I order?

We don’t have items limit per order.

What payment methods can I use?

We accept:

• Visa
• Mastercard
• PAYPAL

We will not charge your credit card until we ship your order. However, an authorization will be placed on your card to ensure funds are available and may have an effect on your available balance.

What should I do if my payment is refused when placing an order?

If your credit or debit card has been refused, you can try resubmitting your order, or using a different card. For details on why your card was refused, please contact your card issuer.

What is credit card identification number?

A credit card Identification number is the 3- or 4-digit number printed on the back or front of your credit card, which we require during checkout to provide an additional level of security when you shop with us.

Do Petasil store credit card information or credit card identification numbers?

We do not store credit card information or credit card identification numbers. You will be asked to enter this information each time you make a purchase. For additional security, the billing name, address and phone number must match that of the credit card used for payment.

What are your delivery charges?

Shipping on all orders is free in the European Union Countries. 

Can I have my shoes delivered to a different address to my billing address?

Yes, our delivery options will allow you to have your order delivered to work, home, or anywhere else as long as it’s an address in the same country. 

Can I change or modify my order?

You can change your order any time before check-out, but once you have submitted your order, we are unable to change your order.

Our fulfillment and shipping systems are designed to get orders on their way to you quickly and efficiently.

Can I cancel my order?

Once an order has been placed, it cannot be cancelled.

How do I use my promotional and discount codes?

Some promotions or discounts will require a code. If you receive a special offer for an online purchase, enter the promo code in your shopping bag or during checkout in the space provided and click Apply. Messaging will appear to confirm if it has been added or if there is a problem.

DELIVERY

Can I track my order?

All orders are delivered by DHL.
If you need the tracking code for your order, please send an email to costumerservice@petasil.com to request it.

RETURNS

What is your returns policy?

We want you to be satisfied with your purchase, but if you are not completely satisfied, just send an email to costumerservice@petasil.com explaining why you want to return it and we will respond with the entire process that you must follow.

MEASURE & FIT

How do I measure my Kid's shoe size?
Why does the same shoe style fit differently in different styles?

Everybody’s feet are individual, but our shoes are developed to fit as consistently as possible across a range of different styles. The styling, construction or materials can affect the fit.
For example, a shoe made from patent leather may feel tighter than the same style made from soft, suede leather. This could be due to the consistency of the material and how it moves with your foot. However, leather is a natural material and may stretch over time to adapt the shape of your kid’s foot.
We can’t make a range of shoes to accommodate each individual variation of measurements, which is why we provide different width fittings.

STILL NEED HELP?

Contact us!

Visit our Contact Page to get in touch with our Consumer Services Team!