FAQ

Our production is handcrafted and the shoes are made exclusively according to the creativity of each person. Each pair of Acquarell shoes is unique.

We have at your disposal various types of materials, such as soft leather, suede, patent leather, velvet, satin, metallic leather, mirrored vegan, glitter, patterned fabric. We also have crocodile, piton and pony engraved leather.

We will make every effort to ensure that the materials and colours are as reliable as possible in all products displayed for sale on our site, however we cannot guarantee the reliability of the images due to the quality of  the browser and/or monitor used.

We deliver worldwide, however there are some locations where an additional amount may be charged. If you have any questions regarding your quote, please contact us through customercare@acquarellshoes.com

Mainland Portugal + Islands

Via CTT – Free shipping

Spain, France, Germany, Italy, Belgium, Russia, Luxemburg, Canada, UK and USA

Through DHL- Free shipping except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery. If you have any queries regarding your quote, please contact us at customercare@acquarellshoes.com

Austria, Denmark, Finland, Ireland, Sweden, Netherlands and Switzerland

Through DHL – Flat cost of 20€ except for any location considered remote by the courier.  Any additional fees and import fees will be paid for by the customer to the distributor upon delivery.

We deliver worldwide. If your country is not mentioned on the allowed shipping list, the shipping quote will be calculated upon completing your order.

Orders sent to countries outside the European Union or with Customs and tax policies other than the majority of European Union countries may be subject to taxes, customs duties and charges levied in the country of destination (import fees). The recipient of an international transfer may be subject to the import fees at the time this transfer arrives in your country. The recipient may incur additional customs clearance charges. ACQUARELL does not control these charges or can make an estimate. Customs policies vary widely from country to country, so the customer should contact the local Customs office for more information. When customs clearance procedures are required, there may be a delay in relation to the estimated time of dispatch.

All delivery and returns will be carefully analyzed by Acquarell, having the right to refuse them.

To make an exchange or return send us an e-mail to customercare@acquarellshoes.com with your order number, name and reason. Subsequently, our service team will send you a brief explanation on how to do it. Acquarell only allows for a single product exchange. Please do not send items for exchange or return without notifying our team via e-mail customercare@acquarellshoes.com, as we will need specific information.

All exchanges and returns will be carefully analyzed by Acquarell, having the right to refuse them.

To return a pair of defective shoes, please send us an e-maill to customercare@acquarellshoes.com with your order number, name and reason. Subsequently, our service team will send you a brief explanation on how to do it.

Your reimbursement will be made through the same method used for the original payment. Reimbursement can take up to 15 (fifteen) working days to be credited to your account.

Please do not send items for exchange or return without notifying our team via e-mail customercare@acquarellshoes.com, as we will need specific information.

To make an exchange or return a pair of shoes send us an e-mail to customercare@acquarellshoes.com with your order number, name and reason. Subsequently, our service team will send you a brief explanation of how to do it. Please do not send items for exchange or return without notifying our team via e-mail customercare@acquarellshoes.com, as we will need specific information.

Yes, customers will have to support the costs for exchanges and returns.

If within 24 hours after your purchase you do not receive any email from Acquarell, we would appreciate that you contact us by e-mail: customercare@acquarellshoes.com.

In payments using a credit or debit card, all details (such as the card number, expiration date, or security code) will be sent by the PCI-DSS to the company providing the remote electronic payment services, without Third parties having access to the information transmitted. This information will not be used by Muse’s Soul Unipessoal, Lda, except to perform the operations necessary for purchase or reimbursement, in case of return in accordance with the exercise of the right of return, or for communication to the police in cases of fraud.

In order to properly manufacture your shoes, we ask you to measure your foot. Place a white sheet of paper on the floor with the heel against a wall. Stand on the paper with your heel tight against the wall. With a pen, mark down your big toe. Subsequently with a measuring tape measure the distance between the mark and the edge of the sheet and you will get the correct size of your foot in centimeters or inches. See the picture.

Yes, you can save all the changes you made to the chosen model; just add it to your wishlist.

Within the possibilities we have available, it’s possible to customize to your taste except when some of the styles are on sale.

Yes, it can change. Depending on the type of leather or accessory, there may be variations to the final value of your shoe.

You can change the heels, soles, uppers, toe caps, straps and insoles. You can also choose from several different accessories and whether or not to change the piping.

We would like to warn you that depending on what shoe you choose, all options may not be available.

Up to 30 characters and two lines, you can always choose what you want to write.

The custom engraving has no associated cost, so the final price of your shoe will not undergo any change.