Frequently Asked Questions

General Questions

Payment Information & Refunds

Shipping, Delivery & Order Status

General Questions

How long does it take to get my shoes repaired?

Zabellos strives to provide swift, quality service to our customers. After placing your order, you will receive your shoe mailer and shipping materials within 3-5 business days. Once you’ve placed your shoes in the mail, you can expect them back, exquisitely renewed, within 8-10 business days. If unexpected circumstances cause any delay, a Zabellos customer satisfaction representative will contact you immediately. See also our overnight shipping service.

How do I know which repairs are right for me?

We offer a variety of shoe repair packages to suit any need, from a quick heel repair and shine to a complete overhaul. Explore the packages we offer and determine which one is right for you.

If you’re still not sure which repairs you need, please feel free to contact us by calling (888) 556-0172 or submitting a question through our contact form. And you can always .(JavaScript must be enabled to view this email address), and a customer service agent will get back to you to discuss your options.

What other items do you repair besides shoes?

Through our Custom Package option, you can repair any leather good. We can repair or re-craft golf shoes, baseball gloves, mountain climbing shoes, bowling shoes, dance shoes, handbags, leather jackets, broken zippers, belts and even gun holsters. The possibilities are endless, just challenge us.

Can I buy accessories if I’m not repairing any shoes?

Shoe accessories cannot be purchased in our online store independently of a repair. If you would like to make an accessories-only purchase, please call us at (888) 556-0172.

Can you make my shoes look like new?

Our master cobblers are experts at restoring and renewing shoes, and many shoes will look like new after getting the Zabellos treatment. However, certain shoes look better than others after a repair. This is because some leathers and fabrics do not lend themselves as well to restoration. But we guarantee that we will do everything possible to repair your shoes and make them look their best.

Do you dye shoes?

Yes, we dye both fabric and leather shoes. But keep in mind that you can only go from a lighter color to a darker one. Furthermore, not all materials can be dyed.

You should also be aware that colors vary from screen to screen. Different types of leather and fabric also vary in the way they absorb dye. We will do our best to match the color you select, but there may be slight variations in tone.

To place a dye order, please go to the Custom Package page.

What if I am dissatisfied with my repaired shoes?

If you are unhappy for any reason with your shoe repair, please contact Zabellos customer service at (888) 556-0172 or through our contact form. We take pride in the quality of our work and will do everything we can to make sure our customers are satisfied.

What happens if my product is beyond repair?

If you’re unsure if a particular problem can be repaired, please .(JavaScript must be enabled to view this email address) and a customer service agent will contact you to discuss your options.

After we receive your shoes, our master craftsmen will inspect them. If we determine that your shoes are indeed beyond repair, we will let you know and issue a prompt refund.

Is there a warranty on repairs done by Zabellos?

We do not offer a specific warranty, as the length of time a repair can be expected to last varies based upon how often you wear your shoes and how you care for them. However, we take pride in the quality of our craftsmanship. If you believe that your repair was faulty, please contact customer service at (888) 556-0172 or through our contact form and we will work with you to resolve the matter.

Does Zabellos offer corporate services?

Zabellos offers corporate services at very competitive rates. For more information, please contact us at (888) 556-0172 or through our contact form.

Can Zabellos make custom shoes?

If you’d like a new pair of custom tailored shoes, please visit www.customshoes.net—a highly talented shoe master who can build what you need.

My shoes squeak. Can you fix it?

With the Platinum package, we will fix your squeaky shoes. Simply let us know in the comments box when submitting your order.

Payment Information & Refunds

What forms of payment do you accept?

We accept all major credit cards Visa, MasterCard, American Express, Discover, as well as PayPal.

Does Zabellos offer gift cards?

Yes, please contact us at (888) 556-0172 to place your gift card order.

Do you charge sales tax on any item or service?

In general, sales tax does not apply to services such as shoe repair. You will not be charged sales tax for shoe repair through Zabellos. However, sales tax does apply to the merchandise we sell, such as our shoe accessories. Our price includes sales tax where applicable. This means we will pay sales tax for California customers. Customers outside California may owe use tax. Please contact your tax advisor.

How safe is it to shop with Zabellos?

Zabellos understands the importance of security for our customers. We strive to provide the safest online shopping experience possible. To that end, we use 128-bit Secure Sockets Layer (SSL) technology to encrypt and transmit your information securely and without risk.

Shipping, Delivery & Order Status

How much does shipping cost?

At Zabellos, door-to-door shipping is completely free of charge! We also offer overnight shipping for a fee.

How long does shipping take?

Once you drop your shoes in the mail, you should receive them back within 8-10 business days.

Do you offer overnight shipping?

If you’re in a rush to get your shoes, you can pay for express service and overnight shipping. For an additional $80 fee, we will repair your shoes and get them back to you within 2 business days from the time you dropped them in the mail.  For example, If you place your order on Wednesday, and have the UPS pick up the same day, we will return your shoes on Friday.

Do you ship internationally?

Zabellos ships only to U.S. addresses.

Can I track my shipped items?

When you print your shipping label after checkout process, you will be provided with a tracking number on the label. To check on the status of your order, visit the USPS website and enter your tracking number.

What if my shoes or boots do not fit in the mailer?

If your shoes or boots do not fit in the mailer we provide, simply take them to your local post office and affix the mailing label we sent you to one of their shipping boxes. Zabellos will still cover all shipping charges.

How can I check on the status of my repair?

By logging into your account, you can see the status of your order, including pictures of your shoes before and after the repair process.

How do I change or cancel my order?

Please contact us immediately at (888) 556-0172 if you need to change or cancel your order. We process our orders quickly, sending out welcome kits and shipping boxes daily, Monday through Friday, at 12 pm. In order to receive a full refund, you must cancel before we’ve shipped yours out. If you cancel after your welcome kit or shipping boxes have gone out, we’ll deduct $10 from your refund amount. If you cancel after you’ve mailed us your shoes, we’ll deduct $25 from the total.

What if my items are damaged during return shipping?

If your items are damaged during return shipping, please .(JavaScript must be enabled to view this email address) of the damage and a Zabellos customer service agent will promptly contact you to resolve the issue.

What information do I need when I call regarding my order?

When you call regarding an order, please have your full name, address, and email address ready. In lieu of this information, you can use the unique order number assigned to your repair, which can be found on your order history page.

What if I need more boxes?

United States Post Office offers shoe boxes free of charge. You can also contact us at (888) 556-0172 or through our contact form and we will ship you additional boxes.