Frequently Asked Questions

Sizing is very important to us to avoid creating environmental waste because of returns. This is the only way we can avoid that many products end up as garbage. That is why we have worked scientifically at by maria to develop our own size assignment method and our own lasts and sizes. 

How do I know which size I need?

Each of our shoes has a unique, hand-crafted fit and it’s made just for you. So we recommend following the sizing specifications here as closely as possible to produce the perfect size for you. 

You can find the EU-UK-US size equivalents by clicking the Size Guide on the product page. 

If you’re still not sure how to measure your feet, contact us for additional advice, to [email protected] or to our whatsapp +41774514653

What’s the difference between a men’s and women’s shoe in the same size?

Usually in the footwear industry men’s shoes have slightly wider foot while women’s styles offer a slightly slimmer fit. In by maria we divide men / women, to make it easy for our clients to find our products when they are searching in google, for example. 

However, by maria evaluates each person and each order individually to assign the size, taking into account the length and width.

This is why we ask you for the size you usually wear, but this is only a guide for us. When there are very strong differences between the usual size and the data you supply on length and width, we will contact you directly.

Which model would you recommend for wide feet or extra long? 

Each order is evaluated individually so that we can manufacture shoes for difficult feet. 

• It should be noted that we do not make orthopedic footwear. 
• If the shoes require extra space to the standard boxes that we have, because the shoes exceed the size, we will contact you to inform you of the extra cost of shipping, before entering to manufacture. 
• If you do not agree, we can work out a solution together or we will fully refund your payment.

Do you offer gift possibilities?

We do offer Gift Coupons. They are available on the values you need and are non-refundable.
by maria does not have inventories and develops each pair of shoes individually, as well as accessories, therefore by maria offers coupons, so that your loved one can choose their favorite product, and can give us the specific data. Fine them here.

Of course, if you manage to measure their feet, you can order directly.

You can choose

• Alternative delivery address
• For gift
• Bundle in gift paper.
• And you can leave a note in the comments.

Coupons are sent so that you can print and deliver them physically or you can forward it by email.

How do I return a gift?

Gift return process, please contact us at [email protected]
Please make sure to include either the original order number or the name, email address, and shipping address of the person who gifted you the item(s) in your message. 

What is our return policy?

All purchases may be returned within 15 days of the purchase date. You will need your order number to start the process – you can find it in your order confirmation email or in your by maria account. .

All returned items must be unworn, unwashed, and undamaged, and unaltered. You must include any original packaging, including all tags or boxes the item came with (when applicable).

Shipping and returns are free for the USA, Europa and Latin America. For other countries the shipping and returns must be paid by the customer. You can find the prices at “What are my International shipping options?”

Refunds are issued to the original form of payment.

If you need assistance with order issues such as damaged, defective, or wrong items, please contact us to [email protected]

How do I start a Return?

1. Log into your by maria account and navigate to the Orders & Returns page
2. Select the item(s) you would like to return and tell us the reason(s) you are returning them
3. Print the prepaid shipping label provided and mail in the package. Please send the item(s) back to us within 15 days, to the address provided .

Please note: Returns to your original form of payment generally take 2–3 weeks from the time you send the package until we receive and process it. You will be refunded once we have completed processing your returned item(s).

When can I expect my refund?

After you have mailed your return, it takes us 2 to 3 weeks to receive and process your refund to your original form of payment. 

We’ll send an email once the returned item(s) have been received and your refund has been processed. If you have waited for more than three weeks with no email from us, please contact us, and we will gladly help you out!

What if my items arrive damaged, defective, incorrect or it is missing an item?

If you receive a damaged or incorrect item, contact us to [email protected], we will communicate with you directly. 

Don´t forget to include your order number and description of the damaged item. 

The Product name can be found by logging into your by maria account and navigating to your Orders & Returns or on your confirmation email.

How to Return an International Order

We accept returns from all our international customers! 

Here’s what you need to know:

• Your return must be initiated within 15 days of the original ship date
• Refunds can only be issued to the credit card or PayPal account used to make the original purchase
• We can only accept returns from the country to which your order was originally delivered
• Handling fees, duties and taxes are NOT refundable
• Please allow 2-4 business days for your refund to be processed after your return has reached its destination; Refund may take 3-5 business days to be reflected on your statement after it has been issued

To initiate a return, click on Orders & Returns in your account.

How can I pay?

We accept Visa, Mastercard, and American Express credit and debit cards from over 50 countries, as well as Paypal.

Are duties and taxes included on order placed and upon return?

Additional duties and taxes amount should be owed for final delivery, if the country is not part of free commercial trade with Colombia or Switzerland. Duties and taxes are determined by each product’s origin, material composition, use, and final destination.

If you need to return a product, handling fees, duties, and taxes are non-refundable by bymaria.store

Taxes are always confusing, if you need more information please contact us to [email protected]

Where is my package? Who is the transporter?

Once an order departs our workshops, we will notify you by email and provide a tracking number for each individual parcel. All our shipments are made by DHL Express.

You can also find your tracking information by logging into your by maria account and navigating to your Orders & Returns. 

How long do I have to wait to get my order?

We don’t have any stock, because we produce on demand and just for you. Our production and shipping time is between 15 to 20 working days. 

Can I edit/cancel my order or change my address?

If you need to make changes to your existing order, including a change of address or cancellation request, please send us an email to [email protected] or a message to our whatsapp +41774514653 within the next 5 days after your order has been placed, we will communicate with you. 

How do I get in touch with the press and affiliate team?

You can contact us under: [email protected]

Get here our Press kit:

Where do you ship?

We ship to all the countries our logistics supplier DHL ship. Nevertheless custom and other kinds of taxes have to be covered from the customer. For more information contact us to [email protected]

How much does shipping cost?

We offer free shipping to our customers in the US, Colombia and Switzerland. 

To view International shipping costs, please see “What are my International shipping options?” or contact us to [email protected] or a message to our whatsapp +41774514653

What if my order has been marked as delivered, but I haven’t received it yet?

Sometimes the following situations can occur with packages marked as delivered: 

• The postal carrier left the package somewhere discreet to prevent it from being stolen
• A neighbor or roommate may have accepted the package on your behalf 
• The postal carrier marked the package as delivered a few days in advance 

If you still can’t find the package, please double-check your shipping address on your order confirmation to ensure that the order was shipped to the correct address. 

If the package hasn’t shown up after 3 business days, contact us to [email protected] or a message to our whatsapp +41774514653

Please note, we are not responsible for orders shipped to a third-party forwarding service. Please contact the third-party shipper if any shipping issues arise with your order shipped to a forwarding address, including lost shipments or questions regarding tracking.

What forms of payments do you take?

We accept payments from Visa, Mastercard, Discover, and American Express (you can see the full list when you add your credit card at checkout). We also accept payments via PayPal. Split payments in any form are not allowed. 

We currently do not accept prepaid Visa, Mastercard, or American Express Giftcards.

What currency are your prices in?

by maria displays and collects payments in US-Dollar, Swiss Francs and Colombian Pesos. To view or change your currency, click the flag in the top right-hand corner of your screen and select the currency. For mobile website users, click the three lines in the top left-hand corner and scroll down to “Change your currency.”

All prices and shipping fees are payable in your selected currency at checkout. If your payment card is registered with a different currency than the currency selected at checkout, your bank will convert the price using their exchange rate.

When we convert our prices into different currencies, additional fees may be included to offset the daily exchange rate’s fluctuations, as well as additional transportation costs.Note: Many banks collect a conversion fee for handling transactions in another currency. by maria is not responsible for any fees.

What are my International shipping options? applies to other countries outside USA – Europa – Latin America

Service Level	Rate	Promotions	Delivery Speed
Express Shipping	$25 USD – 40 USD	$ 10 – $15 USD for orders over $500 USD or local currency equivalent before duties, taxes, and shipping	3-5 business days after we are finished with the production. In total you will get your order between 15 – 20 days

Please see below for a list of fees and notes by country:

Country or Region	Fee
United Kingdom	USD 25
Australia	USD 30
New Zealand	USD 30
Asia PacificHong Kong, Japan, Macau, Malaysia, Philippines, Republic of Korea, Singapore, Taiwan Middle East Israel, Kuwait, Saudi Arabia, United Arab Emirates	USD 30 USD 30
All other countries not listed above:	You are responsible for payment to the carrier of your choice. We accept mail-in returns through the shipping carrier of your choice. Return shipping labels are not provided by by maria. Please initiate a return in Orders & Returns for instructions and mail-in address. Duties and taxes are non-refundable.

Any other questions? Please reach out to us here [email protected]

What are cookies?

Cookies are small text files that are sent when you visit a website and stored in the browser of the user. If the corresponding Internet page is called up again, the browser of the user sends back the content of the cookies and thus allows the user to be recognized.

How long are cookies stored in the browser?

Certain cookies are automatically deleted after the end of the browser session (so-called session cookies), others are stored for a predetermined time or permanently in the user’s browser and then delete themselves (so-called temporary or permanent cookies).

Prevent the use of cookies or delete cookies

Via the following link you can see the status of the activation regarding cookies of different providers and contradict the collection or evaluation of your data by their cookies:
www.youronlinechoices.com/de/praferenzmanagement

A central contradiction possibility for different cookies in particular US-American offerers is also attainable under the following link:
optout.networkadvertising.org

Alternatively, most browsers can use the keyboard shortcut Ctrl + Shift + Delete (Ctrl Shift + Delete) to open a corresponding settings window.

Which cookies do we use and for what purpose?

We use cookies to make our website more user-friendly and to measure and evaluate the use of our offer. Some elements of our website require that the calling browser be identified even after a page break. In addition, we use cookies on our website that allow an analysis of the surfing behavior of users.

Essential cookies

Certain cookies are required in order for us to securely deliver our online offer.
Cookies fall into this category, for example:

• which serve to identify or authenticate our users
• temporarily store certain user entries (eg content online forms)
• the specific user preferences (eg save search or language settings)
• save the data to ensure trouble-free playback of video or audio content.

Analysis cookies

We use analysis cookies in order to be able to statistically evaluate the user behavior (eg visited subpages, requested search queries) of our users.

Tracking cookies in connection with social plugins

The integration of social plugins regularly leads to the providers of the plugins storing cookies.