For delivery by December 25, please see below for order cut-offs for each shipping method:
• Ground Shipping: December 13
• UPS 3-Day: December 15
• UPS 2-Day: December 16
Frequently Asked Questions
Find Answers To All Your Questions
General
U.S. Shipping
U.S. Returns + Exchanges
International Shipping + Returns
Sizing
Product Care
Five for Five program
Manufacturing
Contact Us
What are your Holiday Shipping Cut offs?
Do you offer gift cards?
We do! You can purchase e-gift cards here.
What payment methods do you accept?
We accept all major credit cards, Klarna, Paypal, ShopPay, and Amazon Pay All prices are listed in local currency
Is store credit eligible sitewide?
Store credit can be used on all merchandise. It is not valid on gift cards.
What is Klarna and how does it work?
Klarna is a global payments provider that works with retailers to give customers the smoothest online shopping experience by providing unique payment options and superior customer experience. Learn more here! How do I pay in 4 interest-free installments? Select 4 interest-free installments to split your purchase into equal payments, charged automatically every two weeks beginning at the time your order is confirmed (usually the shipment date). No bills are sent - you can simply sit back, relax, and enjoy your purchase. View complete terms. How do I pay later in 30 days? If you’re eligible to pay later in 30 days, you can try your order before you buy it. No upfront payment is due and your order will be shipped as normal. Once your order has shipped, you’ll receive an email with instructions to pay. Please note that all orders are subject to the normal return policy. Returns for unworn and unaltered shoes will be accepted within 30 days from the original date of purchase. How do I pay for my order? The quickest and easiest way is to make payments and check the status of your payments online and in the Klarna app. How to pay your order (‘Pay in 4 installments’, ‘Pay Now’, ‘Pay in 30 days’ or ‘Pay over 6 months’). These payment options don’t require you to make a manual payment as these automated payments have already been scheduled when you made the purchase! So as soon as you make the purchase, you will receive an email from Klarna outlining your payment schedule. These payments will be automatically withdrawn from the card you have on file with us according to this statement. Klarna will process your payments and send you an email confirming the payment status. If you want to make an earlier payment, simply log in to your app or here and select the purchase and then click ‘Payment options’. There are no extra fees when you pay off your balance early. Note: If you don’t have automatic payments turned on for your ‘Pay over 6 months’ order, you have to make a payment by the due date manually in the app or here. What is monthly financing through Klarna? Monthly financing is available when you choose to open an account with Klarna at the time of checkout. This affordable and highly flexible open-end line of credit is issued by WebBank in partnership with Klarna, and it allows you to pay for your purchases over time and can be used anywhere in the Klarna merchant network. View complete terms. Is there a fee to pay later in 30 days or in 4 interest-free installments? There are no upfront fees or interest when you pay in 30 days or in installments through Klarna. Will this affect my credit score? When you choose to Pay later in 30 days or in 4 interest-free installments, Klarna may perform a soft credit check. This type of credit check will not impact your credit score. Monthly financing applications will take credit score and credit history into consideration when determining if the application is approved.
If my item/size is out of stock can I use the current promotion at a future date?
Promotions are only eligible at the time of purchase and cannot be honored at a future date.
Can I combine promotion codes?
Only one promotional code can be used per order. This includes sitewide promotions, personal promotion codes, and our Shoe Reclamation Program.
Why am I being charged for tax?
A recent Supreme Court ruling changed the state sales tax obligations for all companies that sell remotely through websites and catalogs. As a result of the new laws, Nisolo is now collecting and remitting sales tax in all states that require tax remittance.
How do I find out the status of the Five for Five program?
What are your Holiday Shipping Cut offs?
For delivery by December 25, please see below for order cut-offs for each shipping method:
• Ground Shipping: December 13
• UPS 3-Day: December 15
• UPS 2-Day: December 16
When will my order arrive?
Orders are shipped Monday - Friday (excluding most major U.S. Holidays). With processing times, here is when you can expect your Nisolo orders to arrive: Ground Shipping - 9-12 Business Days Fast - 3-4 Business Days Faster - 2-3 Business Days Fastest - 1-2 Business Days
Do you charge for shipping?
We charge a flat $10 on all domestic orders with Ground shipping. (This does not include Alaska, Hawaii, and any U.S. territories.) Alaska, Hawaii, and any U.S. territories will be charged a flat $30 Ground shipping rate. Expedited shipping options can be viewed during the checkout process for an additional cost. Please note our cut-off time for expedited orders is 12pm EST Monday-Friday.
It says my package is delivered, but I don't have it. What should I do?
We would first recommend checking with your neighbors to see if they received the package by mistake (it happens quite a bit). It could also be that you used FedEx SmartPost (in which FedEx delivers the package to your local USPS to make the final delivery). Customers sometimes receive delivery messages prematurely once the package arrives at USPS and not at its final destination. If it's been 3 business days and you still haven't received your package, please reach out to our Customer Experience team and they're happy to help from there. Our Customer Experience team is available Monday- Friday, 9:00am-5:30pm CST via email, chat and SMS.
Help! I entered the wrong shipping address. Can I change it?
We are not able to make changes to your order once it has been submitted. If you’ve already received a shipping notification, that means that your order has been processed by our warehouse, we’re unable to revise the address.
Does Nisolo guarantee delivery times?
Our team’s goal is to get your order to you in a timely manner and within expedited timeframes. We cannot be responsible for unforeseen weather or carrier delays.
Do you cover international forwarding?
We do not recommend using an international forwarding service as we're unable to process returns or exchanges if you're unsatisfied with your purchase. We also do not cover reshipment if the item does not make it to you.
How do I track my order?
You will receive a tracking number along with a shipping confirmation email once orders have been processed and shipped. If you need assistance our Customer Experience team is available Monday- Friday, 9:00 am-5:30 pm CST.
What is your Return Policy?
This holiday season, all orders placed from November 27 to December 22, 2025 are eligible for return through January 10, 2026.
We are happy to honor a return or exchange for any unworn or unaltered items. Start your return here and follow the instructions for a free return or exchange – powered by our partner, Frate. Any return for store credit is eligible for a $10 bonus upon return. Looking for international returns? You can learn more here. All refunds will be processed to the original form of payment. Please note that original shipping costs are non-refundable.
How do I Make a Return or Exchange?
Simply head to our returns portal here, have your order number and zip code/email address at the ready, and follow the instructions for a free return or exchange – powered by our partner, Frate.
We are happy to honor a return or exchange within 14 days of purchase for any unworn or unaltered items. Any return for store credit is eligible for a $10 bonus upon return. Please note that original shipping costs are non-refundable.
I received a gift, can I return or exchange my item?
Of course! You will need the order number and original shipping zip code to start your return. From there, you can select a return for store credit. Start your return online here, select the items you wish to return, and tell us why. After our team reviews your return request, you’ll receive an email with a return label and QR code to complete your drop-off at the Post Office.
Can I return one item and exchange another?
Yes, via our returns partner, Frate, you can exchange one item for another, regardless of style. You are able to access the exchange portal through the returns portal here.
I sent back my item, but I have not been refunded yet. What should I do?
Please reach out to our Customer Experience team. The team is available Monday - Friday, 9:00am - 5:30pm EST at support@nisolo.com.
I've received refund confirmation, but it is not showing up on my card.
Depending on your bank or credit card company, it can take 3-10 business days for your refund to be credited back to your original form of payment. If you've received a refund confirmation but haven't received your refund within this time, we recommend reaching out to your bank or credit card company.
I purchased a final sale item, can I return it?
Final sale items are not eligible for return. We do clearly mark any item that is ineligible for return as final sale on our website.
How does your returns partner, Frate, work?
We partner with Frate to offer free returns and exchanges. Start your return online here, select the items you wish to return, and tell us why. After our team reviews your return request, you’ll receive an email with a return label and QR code to complete your drop-off at the Post Office.
What is this sticker in my package for? Do I put it on my package?
Please leave the packing list sticker inside the box. We will use it to process returns and exchanges in our warehouse.
Can I use any carrier I choose to send my shoes back?
We partner with Frate to offer free returns and exchanges. Start your free return online here, select the items you wish to return, and tell us why. After our team reviews your return request, you’ll receive an email with a return label and QR code to complete your drop-off at the Post Office.
Where do you ship internationally?
International shipping is currently available to Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, New Zealand, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the United Kingdom. Shipping rates for international orders will be calculated at checkout.
What is Your Return Policy for International Orders?
We’re happy to offer a full refund on international orders returned within 14 days of delivery. You’re welcome to use any shipping method that works best for you.
Please send your return tracking number to support@nisolo.com once the package is on its way so we can process your refund. Refunds may take 3–10 business days to appear, depending on your bank.
Customers are responsible for return shipping costs and any applicable duties or taxes. Original shipping fees, duties, and taxes are non-refundable. Returns can be sent to:
Nisolo
700 Indian Springs Drive
Lancaster, PA 17601
How do I Make a Return or Exchange?
Currently we can only offer full refunds for international orders. Returns must be sent back to us within 14 days of delivery.
Returns can be sent to:
Nisolo
700 Indian Springs Drive
Lancaster, PA 17601
Please send your return tracking number to support@nisolo.com once the package is on its way so we can process your refund. Refunds may take 3–10 business days to appear, depending on your bank.
Customers are responsible for return shipping costs and any applicable duties or taxes. Original shipping fees, duties, and taxes are non-refundable.
How do you ship international orders?
We ship all our international orders with Passport, our trusted third-party international shipping partner. Passport has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.
When can I expect to receive my order?
International orders are typically delivered within 8-14 business days once the order has been fulfilled. Once your order ships, you will receive a shipping confirmation with a tracking number. An estimated delivery date will be shown on your tracking page. If your package stops moving at any point, do not fret! Occasionally, there may be delays due to customs or weather events. If this happens, your tracking page will be updated with the latest shipping status. If you have a shipping-related question you can reach out to help@passportshipping.com.
Does Nisolo guarantee delivery times?
Our team’s goal is to get your order to you in a timely manner and within expedited timeframes. We cannot be responsible for unforeseen weather or carrier delays.
Do you offer expedited shipping on international orders?
Not at this time.
How do you handle duties and taxes?
We ship all international orders Delivered Duty Paid (DDP). By shipping DDP, duties and taxes are collected directly at checkout so that your package is not stopped and held by customs. Please note duties and taxes assessed by customs vary by country and product. Please note original shipping fees, duties, & taxes are non-refundable.
How can I contact your team?
Our Customer Experience team is here to help via email at support@nisolo.com. Please reach out to us with your order number, if applicable, and we'll be glad to assist!
Any tips for breaking in my new Nisolos?
Here are a few tips and tricks to help break your shoes in more easily. 1) Wear your new shoes around the house for short periods of time to jump-start the break-in process. We recommend 2-hour increments over the course of a few days. 2) If you experience any pain during these short periods of time, we recommend wearing socks with your shoes until they begin to soften (about 3-5 wears). We also have found that moleskin padding really helps reduce discomfort during the break-in period. 3) Wait until your shoes are uniquely molded to your foot before wearing them for an extended period. *Keep in mind, the break-in process is different for everyone and may be longer or shorter depending on the shape of your foot and the style of the shoe. Allow more time to break-in styles like boots and oxfords vs. sandals or mules. We're unable to accept returns or exchanges if they've been worn outside. If you don't find that the above methods have helped, you can look into having them professionally stretched at a local cobbler.
I've worn my shoes, but they are still too small. What should I do?
We’re sorry to hear your shoes don't fit just right. We recommend trying them out indoors on a soft surface(carpet or a rug) to ensure the fit is right so you're able to return/exchange them. We're unable to accept returns or exchanges that have been worn outside. If they haven’t been worn outdoors, you can initiate your return or exchange via nisolo.com/returns.
What if I am in between sizes?
If you're between two sizes we suggest following the sizing guide on the product page and going with the specific fit recommendations. There’s about a ¼ inch in length between each half size. Keep in mind that this is a general rule of thumb so it may not apply to every style. If you have specific sizing questions, you can reach our Customer Experience team here.
What is the size difference between half sizes?
There is about a ¼ inch in length between each half size. Keep in mind that this is a general rule of thumb so it may not apply to every style. If you have specific sizing questions, please reach out to our Customer Experience team at support@nisolo.com
How should my new shoes fit?
You can find a fit recommendation for each of our styles under their product description. Keep in mind that leather will break-in and soften over time. We recommend wearing your new shoes around indoors a few times to make sure they're the right fit. *Shoes worn outdoors are ineligible for return or exchange.
Will my shoes stretch at all?
It's good for leather shoes to be a little snug in the width as they do stretch and start molding to your feet within the first 3-5 wears. During the break-in period, we recommend wearing socks and only wearing your new shoes indoors in case you need an exchange.
My shoes got wet, what should I do?
Towel dry any water that you can right away. Then stuff the inside of your shoes with newspaper or a towel to pull the moisture from the inside. Let your shoes dry slowly at room temperature. Follow up with Nisolo Leather Care kit once dry.
How do I use the Suede Leather Care Kit?
We're happy to provide best care tips for our Leather Care Kit: 1. Make sure to gently clean any dirt from your Nisolos. 2. Apply our suede spot cleaner. Allow time to dry. 3. Apply our waterproofing spray. Your Nisolos are now set for their journey!
How do I use the Smooth Leather Care Kit?
We're happy to provide best care tips for our Leather Care Kit: 1. Make sure to gently clean any dirt from your Nisolos. 2. Apply our leather conditioning cream. Allow time to dry. 3. Apply our waterproofing spray. Your Nisolos are now set for their journey!
What happened to Nisolo LLC?
The company known as Nisolo LLC is no longer in operation. Under its previous owners, that company was put into foreclosure in January 2025 by its lenders following default on its commercial loans. Subsequently, the remaining assets were sold, and the Nisolo brand itself was bought by an entity that is not affiliated with Nisolo LLC or its previous owners. The foreclosure of Nisolo LLC unfortunately necessitated ending the Five for Five program.
Why was the Five for Five program discontinued?
The foreclosure of Nisolo LLC in January, unfortunately necessitated ending the Five for Five program. There are no plans to restart the program. We sincerely regret the impact on participants of the program. As a gesture of goodwill to former program members, the brand’s new owner is offering a lifetime VIP discount of 25% off of all future full price purchases*.
*Discount Terms & Conditions: Valid on nisolo.com only. No minimum purchase requirements. Cannot be combined with other discounts. Not eligible for purchase of gift cards.
Are Nisolo’s new owners planning to revive the Five for Five program?
There are no plans to do so.
As a former Five for Five member, how do I get my 25% discount off all future purchases?
Thank you for your loyalty. You are important to us. The code is preset for former Five for Five members to use. You may use it to receive 25% off on products as many times as you’d like, for as long as you’d like. It works on all full-price as well as marked down items. Keep in mind it cannot be combined with other discount codes or to purchase gift cards.
Please reach out to support@nisolo.com if you were a 5 for 5 member and have not yet received your code.
Will there be refunds for any unused amounts on my Five for Five account?
We sincerely regret the impact on participants of the discontinued program. In the foreclosure process, there were no funds available for payments on unused amounts which were considered non-refundable in the program. We understand that this may not be the outcome you expected or the resolution you were hoping for.
Under new ownership, the brand is making a fresh start. Former members of the Five for Five program can access a special code they may use anytime, and for as long as they’d like. The code is for a 25% discount on purchases, excluding gift cards and Onward insurance. It cannot be combined with other discount offers, and it does not expire.
Please reach out to support@nisolo.com if you were a 5 for 5 member and have not yet received your code.
Where can customers continue purchasing Nisolo products?
You can continue purchasing products online from Nisolo.
Who is Project Bound Inc?
A new, growth-oriented organization that has no affiliation with the Nisolo LLC company or its former owners, purchased the Nisolo brand from its original lenders during the foreclosure sale process. The Project Bound group includes highly-experienced senior brand specialists and operators who plan to revitalize the Nisolo brand and grow it responsibly going forward.
Where does Nisolo manufacture products?
Nisolo proudly manufactures products in Mexico, Brazil and parts of Europe in certified manufacturers. We pride ourselves on working with manufacturers whose beliefs and commitments align with our brand values in creating a better life for people, planet and product.
Interested in a wholesale partnership?
Nisolo works with a select group of online retailers to wholesale our products. Please send an e-mail to support@nisolo.com and our team will be sure to follow up with you if we're able to work together at this time.
How can I collaborate with your social media or brand team?
Thanks for your interest! Please email social@nisolo.com and someone from our marketing team will be sure to reach out if we're interested in learning more.
How do I unsubscribe from emails?
We're sorry to see you go! At any time, you can scroll down on your Nisolo emails and click "Unsubscribe Here" to be removed from our mailing list. If you would just like to receive fewer emails, you can manage your preferences. Just click on "Manage Preferences" in the email footer.
How do I contact your team?
Our Customer Experience team is available via email at support@nisolo.com. Please note that we are not available during most major U.S. holidays.