FREQUENTLY

Asked Questions

Order

You can shop on our online store from the comfort of your home. When you find a product you like, simply add it to the cart, create an account/login into your account, and go through the ordering process. It’s that easy!

We understand that trying on shoes before you buy is important! Unfortunately, Canles doesn’t have any physical stores at the moment. However, we’re excited to be opening brick-and-mortar locations in 2025!

In the meantime, we offer a risk-free way to try our shoes at home:

  • Order your Canles shoes online.
  • Try them on in the comfort of your home.
  • If they’re not the perfect fit, simply return them within 30 days for a full refund (original condition required).

Yes, you can cancel your order as long as we haven’t started the shipping process. Please contact our customer support team within 24 hours after placing the order.

Payment
We accept PayPal and major credit cards: Visa, MasterCard, Maestro, JCB, and American Express.
Shipping & Delivery
We deliver worldwide using express courier for free for orders over $49.99 in our store.

The estimated delivery time depends on the shipping location and various other circumstances. Some countries are faster than others. It takes around 1 to 2 days for us to process your order for shipping. Once it is shipped, the arrival time will be:

  • Japan, Korea, Hong Kong, Singapore and Taiwan: 3 to 5 Business Days
  • US, UK & Canada, Australia, New Zealand, The Netherlands, and Germany: 7 to 12 Business Days
  • Other Western European Countries: 8 to 15 Business Days
  • Other countries: 14 to 20 Business Days

** These are estimated delivery times. Actual delivery time will vary depending on many situations.

We work with the best shipping partners to make your experience positive and tax-free.

Based on the information we were given by our shipping partners, the most likely case is the custom fee & duty can be avoided in the following countries: United States, United Kingdom, Canada, Australia, New Zealand, countries in the European Union, Norway, Japan, Korea, and Singapore. Anywhere else, we have to check with our shipping agent.

We try our best to help you minimize custom fees and taxes but sometimes there are unlucky packages.

Once your order has been shipped, you will receive an email with a tracking link. Please allow 48 to 72 hrs for the link to show any information. The tracking links may not update but the package is still on its way once it has left the warehouse.

Please allow up to 3 days for shipping information to show up as tracking information is only updated when the package gets through parcel point hubs. This also means that if the tracker does not update daily the package is still on its way to you.

If the package is not received within 30 Business days, please contact us.

Returns & Exchanges
We want you to feel confident about your purchase! That’s why we offer a hassle-free 90-day money-back guarantee. If you’re not completely satisfied with your Canles shoes for any reason, simply return them to us in their original condition within 90 days of receipt for a full refund. For more details on our return policy, please visit our dedicated Returns & Exchanges page.