Shipping & Returns

Last updated: 29 October 2026

Every pair we make is cut, stitched and finished for one person: you. That is why we ask you to choose carefully before you order. This page explains how your shoes travel from our studio in Surabaya to your door, and why all orders are final once you have placed them.

Made to order, made for you

Jolie Moda is a made-to-order studio. We begin work on your pair only after your order and payment are confirmed, and most pairs are made to your size, sole, heel and insole specifications. Nothing is pulled from a shelf, and nothing is made twice in exactly the same way.

Our current production lead time is 14 days before dispatch. Handmade production can occasionally take a little longer; if that happens, we will contact you with an updated date.

Shipping and delivery

Shipping costs are calculated at checkout based on your destination, the weight of your order and the service you choose. We work with domestic courier partners (JNE, J&T and Lion Parcel) and international courier partners.

The shipping date you select at checkout is the date you would like your order to be dispatched, not the date it will arrive.

Once your order leaves the studio:

• Within Indonesia: delivery typically takes 3–5 business days.
• International: delivery typically takes 3–10 business days, depending on the service and destination.
  
  

Customs processing can add time. We do not dispatch on weekends or Indonesian public holidays. Delivery estimates are not guaranteed.

Customs, duties and taxes

For international orders, any import duties, taxes or customs fees are set by the destination country and are payable by the recipient. They are not included in our prices or shipping charges. If these fees are refused and the parcel is returned to us, we may deduct the original shipping cost and any return shipping cost from your refund.

Your delivery details

Please give us a complete and accurate address, a reachable phone number and, where needed, clear delivery instructions. If a parcel is returned because the address is incorrect or incomplete, or because no one was available to receive it, you may be responsible for re-shipping costs.

Risk in the goods passes to you when they are delivered to the address you provided. If your parcel arrives damaged, or does not arrive at all, please contact the courier and us as soon as possible, and within 7 days of the expected delivery date, so we can help.

Returns

Jolie Moda does not accept returns or exchanges. All orders are final.

Because each pair is made specifically for you, we cannot resell it, restyle it or offer it to another customer. This applies to every order, including standard sizes, custom sizes, the sole and heel you choose, and custom insole text or images.

Once production has begun, an order cannot be changed, cancelled or returned for a change of mind, a different size, a different sole, or a change to the insole personalization.

This policy does not affect your rights where your pair is faulty, damaged in transit, or different from what you ordered. In those cases, please see “If something is wrong” below.

Before you order: four things to check

Our Shoe Guides walk you through measuring your feet at home. Here is what to confirm before you pay.

1. Size and fit

A flawless fit is non-negotiable on a day that runs from ceremony to late reception. Before you order, measure your feet at home and match your numbers against the Jolie Moda size chart—no guesswork.

• Measure standing up. Stand fully upright on a flat, hard surface with your full weight on the foot. This is how your foot will sit inside the shoe on the day.
• Mark your length. Place your foot flat on a sheet of paper on a hard floor. Holding a pen perfectly upright and perpendicular to the paper, mark the outermost tip of your longest toe and the exact back of your heel.
• Measure in centimetres. Use a ruler to measure the straight-line distance between the two marks. Match that length against our size chart to find your baseline size.
• Capture your width. Wrap a flexible measuring tape entirely around the widest part of your foot—the ball—to find your exact circumference, and note your width measurement too if you are ordering a custom size. Keep your full weight on the foot while you measure.
• Verify your fit with us. Take a quick photo of your measurements on the paper or tape and send it to our team on WhatsApp. Our specialists will check your numbers and confirm your size before your pair goes into production.
• If you choose custom size, enter your foot length, width and circumference exactly as measured. We make the shoe to the numbers you submit, so please double-check them before ordering.
  
  

Read The Perfect Fit: How to Find Your Shoe Size for the full size chart and step-by-step instructions, or send us your measurements for verification before you order.

2. Sole and heel

The sole, heel height and heel shape you select affect how the shoe fits, how it feels and how it moves with your dress. Review the details on the product page and think about where you will be walking—grass, sand, cobblestone or a polished aisle. If you are unsure which sole or heel is right for your day, talk to us before you order.

3. Custom insole text

If you add text to your insoles, it is reproduced exactly as you submit it. Please check:

• Spelling, capitalization and punctuation;
• Names, initials and dates;
• Which text goes on the left shoe and which on the right.

We cannot correct or replace insole text after production has begun.

4. Custom insole image

If you upload an image, use the clearest, highest-resolution file you have. Check that the image is cropped as you want it, that the colors look right, and that you have the right to use it. Remember that each shoe can carry a different image. What you upload is what we print; we cannot change it once production has begun.

If you are unsure, ask us first

There is no such thing as too many questions when a pair is being made for your wedding day. If you are uncertain about your size, your sole or heel choice, or how your insole personalization will look, contact us for a consultation before you place your order. We will look at your measurements, your dress and your venue with you and help you choose with confidence.

Email: [email protected]
WhatsApp: +62 812-3152-0370 (Surabaya) or +62 896-1999-9787 (outside Surabaya and overseas)
Studio: Milieu Space 2nd Floor, Jl. Imam Bonjol No.27, DR. Soetomo, Kec. Tegalsari, Surabaya, East Java 60264, Indonesia
Hours: Monday–Friday, 08:00–17:00 (UTC+7)

You can also book a consultation through our contact page.

Changes and cancellations

If you need to change your size, sole, heel, delivery address or insole personalization, contact us immediately—ideally within 24 hours of ordering. We can only make changes before production begins. Once production has started, the order cannot be modified or cancelled.

If something is wrong

If your pair arrives faulty, damaged in transit, or different from what you ordered, contact us within 7 days of delivery at [email protected] with your order number and clear photos. We will arrange a repair, replacement or refund, and we will cover the cost of returning the item where the issue is ours. If the item cannot be repaired or replaced, we will refund the amount you paid for it.

This is not a change-of-mind return. It is our promise to put right anything that went wrong on our side.

Questions

If anything on this page is unclear, please ask before you order. We are happy to help you choose a pair you will love for years, not just for the aisle.

Email: [email protected]
WhatsApp: +62 812-3152-0370 (Surabaya) or +62 896-1999-9787 (outside Surabaya and overseas)

Thank you for trusting Jolie Moda with your special day ♥