Free shipping on all orders over $100

Help Center

Ordering & Returns

What are your delivery charges?

Shipping & Delivery

We offer free shipping within the contiguous U.S. for orders over $100. Non-custom orders placed before noon Eastern Time will ship the following business day. Custom orders ship within 3-5 business days. Tracking will be provided in your shipping confirmation email. 


International Shipping

Please email if your destination country is not listed at checkout.

What should I do if my package is lost or stolen?

Route Protect is a package protection solution that helps cover you in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Route Protection is automatically ON during checkout, but you have the option to opt-out if you choose. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery.

Click here to file a claim with Route directly - all you need is your order number and email address associated with your order. Typical resolution turnaround is less than 48 hours

In the event Route protection was not purchased, Del Toro assumes no liability for packages that are lost, stolen, or damaged once they have been collected by the carrier. You will need to file a claim with the carrier directly, please reach out to if you need assistance.

Can I track my order?

Once your shipment leaves the warehouse, tracking information will be provided in your shipping confirmation email. Please reach out to with any questions.

I have a store credit or promotional code. Where do I enter it?

To apply a coupon code/discount to your order, the code must be entered into the promo code field located underneath your order. This is a box on the final order review page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.

What is your return policy?

Returns & Exchanges: 

You may return or exchange your order within 30 days of shipment. Items must be returned in perfect sellable condition with original packaging. Items marked “Final Sale” and personalized items are not eligible for returns or exchanges. Product exchanges and returns for store credit are offered free of charge. Returns for cash refund will be charged a $15 restocking fee per order. International return and exchange shipping costs are to be paid by customers both ways. 

FINAL SALE: Products pages marked with "Final Sale" cannot be exchanged or returned. All Sales Final.

EXCHANGE ONLY: Products pages marked with "Exchange Only" cannot be returned for a cash refund. These products can only be exchanged or returned for a store credit.

Click here to initiate a return or exchange. 

What is Happy Returns?

Happy Returns:

We have partnered with Happy Returns to offer printer-free, package-free, and sustainable returns and exchanges. Simply start your return via our online portal and opt to drop off your return at a Happy Returns location!

Each cardboard-free return reduces greenhouse gas emissions by 0.12 lbs per item returned.

Receiving your Happy Returns QR Code:

Happy Returns will email you a QR code to show at your local Return Bar. Without a QR code, they will not be able to accept your return, so please be sure to initiate the return online and get a QR code before heading to a Return Bar.

You will have received your QR code in an email. If you cannot locate this email, please contact our support team at

Happy Returns Locations:

You can go to any Happy Returns location to drop off your shoes. Locations can be found here:

Receiving your Refund or Exchange:

Your refund or exchange will be processed within 24 hours after dropoff at a Return Bar.

What size am I?

Each product page has its own sizing chart. And as fond as we are of all things Italian, our shoe sizes run US. Don’t worry, our sizing chart can help you pick the right size for you. Please email us with any questions!

Do you offer bulk discounts for weddings or other events?

We love outfitting big events. Depending on the size of the order and the products, we are able to provide bulk discounts. Please email us at with details and we will get back to you!

I forgot my password. How do I log in?

Visit the Log In page, click the 'Reset Password' link, and put in your account email address in the box provided. We'll send instructions to your email address. If you're still having problems, email us at

How can I collaborate with Del Toro?

We love to collaborate with other brands or people. Please reach out to us at and let's talk!

Can I work for Del Toro?

Send us an email at with your resume and what you'd like to do!

Where can I find Terms of Service?

I’d like to customize a pair of shoes. How do I do that?

Please visit the product page of the shoe you'd like to customize and click on the "Engrave" button. We offer customization options on all of our velvet slippers through a domestic laser engraving process. If you’d like a different customization offering, please email us at and we’ll take care of you. Our customization is offered at a flat $40 rate.

Note that we currently only offer customization on some of our styles.

I don't see a customization option that I like. What should I do?

We offer the most popular options through our customization form. But send us an email at and we can let you know if your customization request is possible!

Can I customize my sneakers or chukkas?

It's possible, but a little bit more difficult. Send us an email at with what you have in mind!