Frequently Asked Questions | Stacy Adams Help

faq

Contact Stacy Adams

How do I contact a representative on the Stacy Adams Care team?

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

What are your customer service hours of operation?

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

Product Questions

Do you offer extended sizing?

Yes! We offer shoes in wide widths, as well as variety of smaller and extra-large sizes. We advise utilizing the helpful filters within our shoe categories to select your exact size to find the most relevant product selection.

Size Scale: What do width letters mean?

We use two size scales: AA, A, B, C, D, E, 3E, 5E and N, M, W.

AA, A = Very Narrow
B, C, N = Narrow
D, M = Medium
E = Wide
3E, W = Wider
5E = Very Wide

I ordered a 3E width and received a W width.

They are the same thing! We utilize two different size scales. W and 3E both signify a WIDE width.

What is the difference between Modern and Classic fit Stacy Adams clothing?

Modern Fit

Slightly slimmer and close-fitting fit in the shoulders, chest, and arms.

Classic Fit

Traditional fit that gives more room in the shoulders, chest, body, and sleeves.

Are your shoes “Airport Friendly”?

We manufacture footwear with both metallic and non-metallic shanks and eyelets, so we are unable to guarantee that our footwear is "Airport Friendly".

What shoe care products should I have on hand?

Here's what we recommend when it comes to keeping your shoes in top shape:

Shoehorns: Shoehorns should always be used when putting on your shoes as they prevent damage to the heel.

Shoe trees: Shoe trees preserve the shape of your shoes and reshape them after wear helping to keep them looking new longer.

A soft shoe brush or a microfiber cloth: Have a general brush that can be used on any type of shoe material, though having a specific shoe brush for every material is ideal.

Protectant / water repellant: Helps protect shoes of all materials from normal wear and tear, weather and stains — to help them stand the test of time. Look for a protectant designed for leather, suede/nubuck or knit/canvas.

Cleaning kit: Make things easy and get a specialized cleaning kit, which will include all the materials you need to keep your shoes looking brand new.

Shop our favorite shoe care products here.

What can I do to extend the life of my shoes?

Our shoes are handcrafted with the goal of craftsmanship that stands the test of time. Here are a few tips that will help ensure your shoes and boots stick around for a long while:

Tip 1: Pretreat your shoes for all-weather protection and clean/polish your shoes frequently
Buy a specialized protectant spray for all-weather protection before wearing your shoes out of the house. Use a shoe brush or a microfiber cloth to give your shoes a quick clean frequently after wearing. This will prevent dirt or grime from being ground into the leatherover time. Keep up with regular maintenance, like polishing leather shoes, to keep them looking good as new.

Tip 2: Don't leave them in the sunlight
Direct sunlight and high heat can cause dry rot and crumble leather, so store your shoes in a cool dry place out of direct sunlight.

Tip 3: The shoehorn, an essential tool
A shoehorn should always be used when slipping on your shoes. A shorehorn allows to easily slip on your shoes without damaging the heel counter.

Tip 4: Air them out at the end of the day
After a long day, let your shoes breathe. Perspiration is absorbed by the insole during your day. Give any moisture time to evaporate before putting in shoe trees. If they are wet from inclement weather, stuff them with newspaper and let them air out in a cool, dry place.

Tip 5: Invest in shoetrees
Shoetrees preserve the shape of your shoes. Made of cedar, they erase odors and absorb moisture.

Tip 6: Don't wear the same pair of shoes everyday
To maintain their shape and extend their life, don't wear the same pair of shoes every day.

Shop our favorite shoe care products here.

How long does it take for a shoe to try after cleaning?

Drying time depends on two factors: humidity and material. If the air is heavy, it can take up to several days for your shoes to dry. If possible, we recommend leaving your shoes to dry in a spot that's cool and dry. Pack your shoes with newspaper to help absorb moisture and to avoid direct sunlight. Some materials dry faster than others.

How do you recommend cleaning suede/nubuck shoes?

Our shoes are handcrafted with the goal of craftsmanship that stands the test of time. Here are a few tips that will help ensure your shoes and boots stick around for a long while:

Step 1: Wipe off the dirt
When you start to notice dirt and stains, first ensure your shoes or boots are completely dry. Then, use a suede-cleaning brush, toothbrush or any soft-bristled brush, to brush (in the direction of the grain) to loosen any dirt or mud.

Step 2: Clean the stains
To spot clean, buy a suede/nubuck cleaner, or try to sprinkle baking soda on the stains and rub it in with the soft brush. For more stubborn stains, pour a little white vinegar on a clean cloth and gently wipe the affected areas.Pencil erasers can be quite handy in getting stains out as well! Do not submerge your suede or nubuck shoes in water.

Step 3: Let them dry
Pack your shoes with newspapers and let your shoes dry in a cool place, out of direct sunlight.

How do I clean and polish leather shoes?

Step 1: Remove the laces from your shoes
This prevents the laces from getting wet or stained with shoe polish. Sometimes they also need to be cleaned. If they are dirty, be sure to put them in the wash (in a mesh bag) or replace them with a new pair.

Step 2: Brush off dirt and grime
Dirt weakens the fibers of your leather shoes and causes cracks, so use a soft-bristled cleaning brush to remove any dirt, mud or salt from the surfaces of your shoes. Brushing off the dirt every time you wear them will make it easier to clean and polish your leather shoes afterwards.

Step 3: Use soap to remove persistent stains
Soak a cloth or soft brush in water with some soap and wipe the outer surfaces of the leather shoe. Be careful not to get the leather too wet. It's best to repeat the process using less water and soap, rather than using too much at once. When treating persistent stains or scratches, dab them. If they still don't come out, rub the stain gently with a little pressure.

Step 4: Wipe off the soap
Once all the stains are removed, wipe off the soap with a dry cloth. Wait until the surface is dry enough to begin waxing.

Step 5: Use shoe polish and apply it with a shoe brush
Use a colored or clear shoe polish with a clean cloth (even an old clean t-shirt will do the trick!) to apply the polish in circular motions all over the shoe. This will nourish the leather, protect the shoes from stains and revive the color.

Tip: Test the shoe polish on a small area to make sure it doesn't cause discoloration.

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Step 7: Let your shoes dry
Let your shoes air dry in a cool place. Don’t place them in the sun or near a heat source because this can cause discoloration or cracks in the leather.

Step 8: Spray with a protective spray
When your leather shoes are clean and shiny, spray them with protectant. It will make your shoes soft, supple and waterproof. For best results, hold the can at least one foot from your shoes for even application.

How do I clean knit shoes?

Step 1: Get your materials ready
Dilute some detergent — about a teaspoon — in a bowl of cool water.

Step 2: Prep your shoes
Remove the laces and stuff the shoe with a cloth or mall towel. This will provide resistance while you applying pressure to the outside of the shoe and absorb any excess liquid.

Step 3: Brush off dirt and grime
Dip another cloth into the detergent solution, wring it out and rub the dirty area of the shoe. Use moderate pressure, being careful not to snag the fabric.

Step 4: Wipe off the soap
Once the shoes are dirt-free, rinse the cloth and go over the entire shoe again to remove any soapy residue.

Step 5: Get rid of stubborn stains
Use an old toothbrush or a soft brush if the shoes are very dirty to continue working the detergent solution into the shoe.

Step 6: Let your shoes dry
Pat the shoes with a dry cloth and allow them to air dry in a cool place (avoid direct sunlight or artificial heat like a hairdryer).

Tip: If your shoes are still dingy, repeat this process again.

How do I clean canvas or mesh shoes?

Step 1: Remove laces and insoles
Remove the laces and insoles from the shoes (if they have removable insoles.

Step 2: Wipe off the dirt
Use a soft-bristled brush or a toothbrush to remove dirt and grime from your shoes.

Step 3: Rinse
Dip a brush or soft cloth in a mix of laundry detergent or soap with warm water. Wipe in circular motions, working the stains out as you go. Clean the shoes thoroughly with a new cloth to remove any soapy residue. Then, use a dry towel to absorb as much water as you can from the shoes.

Step 4: Dry
Stuff some newspaper into each shoe to help absorb excess moisture and hold the shape of the shoes while they dry. Allow your shoes to dry completely, which could take from a few hours to a couple of days depending on the humidity in a cool, dry place.

Can I put my shoes in the washing machine?

It can be tempting to throw your shoes into the washing machine, but some materials fair better than others. Here’s a helpful checklist to help you with your washing ways:

Washing Machine Chart

Tips:

1. Wash them alone to decrease the chances of catching on a zipper or button. We recommend putting the laces in a mesh washing bag so they don't end up wound around the shoe or disappear in the machine.

2. Use cold water, the gentle cycle, and a small amount of gentle laundry detergent. Avoid the use of bleach and stain removing pretreatments.

3. Air dry. If necessary, reshape by stuffing the damp shoes with balled up newspaper or small towels.

What is the best way to clean white shoes?

The best way to clean a pair of white shoes (which we know can get dirty fast) depends on the material. We’ve broken it down by material to ensure your white shoes are staying spic and span.

White Leather

1. Clean surface-level dirt:

Wet a paper towel or a soft cloth, squeeze out excess water.

• Gently wipe down the outside of your shoes. This will help remove any big pieces of dirt that are caught on different parts of the shoe. After this process, let your shoes dry for 10 minutes.

2. Use a shoe eraser

Wet your shoe eraser and squeeze out any extra water.

Run shoe eraser up and down the soles of your shoes until the dirt and stains go away.

Make sure that your shoe eraser is damp, but not dripping all over your shoes. Apply enough pressure to remove the stain, but not too much as you could scuff the material.

Apply some soap on a soft and wet cloth and squeeze out any extra water. Scrub up and down the soles of your sneakers or shoes until the dirt and stains are gone. Try to use enough pressure to remove the stain, but not too much as you could scuff the material.

3. Scrub with soap

Take a rag or cotton shirt and lather it up with a basic white, solid soap.

Then, in a gentle motion, massage the upper part of the shoe until it returns to its perfect white color.

Finally, wipe away any excess soap with the rag.

4. Dry

Pack your shoes with newspapers and let your white shoes dry.

Depending on how dirty your shoes are, you may need to repeat this process a few times.

Suede/Nubuck White Shoes

1. Being by blotting

Blot your shoes with a soft cloth to help remove any moisture.

Then, gently rub any stains with a pink pencil eraser.

2. Dry with a paper towel

Place a paper towel onto any wet stains and apply pressure.

Make sure not to rub the dirt and stains, as they could spread across the shoe.

3. Get rid of remaining stains

Dip your soft cloth into white vinegar and very gently rub any remaining stains.

Once you've done that, you'll want to allow your shoes to dry and then rub the outside of each shoe with a suede brush. This will help them get that velvety texture back.

4. Dry

Pack your shoes with newspapers and let your white shoes dry.

Canvas/Mesh/Knit White Shoes

1. Combine all of your materials

Mix a tablespoon of baking soda with two tablespoons of white vinegar and a cup of warm water.

Let the foam settle down before going on the next step.

2. Start scrubbing

Dip a rag or clean toothbrush into the baking soda and vinegar mixture of the previous step and scrub away the dirt on your shoes. The mixture will dry pretty quickly.

Once you're finished scrubbing, brush off any remaining paste and let your shoes air dry.

3. Dry

Pack your shoes with newspapers and let your white shoes dry.

Tip: If you don't have baking soda and white vinegar, you can also try using generic dish soap and water.

Placing an Order

I do not see my discount or promo code?

When checking out on our website, you can enter a promo code in the initial shopping cart screen OR on the payment page where you enter your credit card information. You should see the discount in the cost breakdown portion of the checkout process. Make sure to press APPLY when adding your promo code.

Can I place an order over the telephone?

Unfortunately, at this time we cannot accept your order by phone, however, we can guide you in placing the order if needed.

What if I want to cancel my order?

You may cancel your order, as long as it has not entered the shipping process. Click here to sign into your account. Select your order and click the Cancel icon.

What is the status of my order?

You will be able to find your order status in your account. Click here to sign into your account. The initial screen will show your order history. Click on the relevant order to see the status of your order.

Is it safe to use my credit card on your site?

We have taken every necessary precaution to ensure that the information you provide is safe. Our site is protected by Authorize.net.

Can I order a gift card?

Gift Cards are now available to purchase on the website, click here. Stacy Adams gift cards can be redeemed online.

What form of payments are accepted?

We accept Visa, American Express, Discover, Master Card, and PayPal. We do not accept checks, money orders, COD's, or cash. We can only accept Canadian-Issued Credit Cards.

What is Final Sale?

Final Sale means no returns or exchanges. We are unable to accept items that are purchased on Final Sale for return or exchange.

What if my promotion code isn’t working?

Some promotions are valid only for certain products or to orders meeting a certain amount. If a promo code isn’t working, double check to make sure your order meets the terms applicable to that promotion. Please also check to make sure the deal hasn’t expired. Promotional codes may not be applied to the purchase of Gift Cards.

Only one code can be used per order. It may not be giving you an error, but it will remove one of the two codes. Make sure you’re using the code that gives you the best offer!

If you still believe the code should be working, contact a member of our Customer Care team!

Can I use more than one promotion code on an order?

Only one code can be used per order. It may not be giving you an error, but it will remove one of the two codes. Make sure you’re using the code that gives you the best offer!

What if I live outside of Canada and want to place an order?

Unfortunately, we cannot ship Internationally from our website. We can only ship within Canada and we can only accept Canadian-issued credit cards. For International inquiries/orders, please email international@stacyadams.com.

*We will not accept orders shipping to forwarding companies.

What is the Stacy Adams Guarantee?

We stand behind all of our products. If you feel that you received defective merchandise through our website please contact a member of our Customer Care team.

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

If you received defective merchandise from a retail store, please email info@stacyadams.ca.

Shipping

What is your Shipping Policy?

Orders will ship Standard (Ground), via Canada Post. Actual shipping time is 3-7 business days. Canada Post does not deliver to Post Office Boxes. We will not accept orders shipping to forwarding companies.

Orders will usually ship within 2-3 business days. Orders placed on Friday, Saturday, Sunday and Holidays are not processed until the following business day.

An automated e-mail will be sent when your order is shipped and your funds are captured. If we do not have a product in stock, you will receive an email with any backorder or cancellation information.

Standard Shipping

FREE Standard Shipping on orders of $75 or more
$8.00 Standard Shipping on orders less than $75

Standard (Ground) shipping via Canada Post.

Expedited Shipping

Unfortunately, at this time we do not offer Expedited Shipping.

Is it possible to overnight a shipment?

Unfortunately, at this time we do not offer overnight shipping.

Can I ship to a different address other than my billing address?

Yes you may! When placing your Stacy Adams order, the first address required is for shipping. Please be sure to include any suite or unit number. If you are shipping to a business, the name of the establishment must be on line 2. The second address required during checkout is for billing. When entering your billing address, please make sure it is exactly what your credit card or bank currently has on file for you.

When is my order coming?

Orders will usually ship within 2-3 business days. Orders placed on Friday, Saturday, Sunday and Holidays are not processed until the following business day. Standard (Ground) shipping via Canada Post ground. Actual shipping time is 3-7 business days. Saturday delivery is not available.

Returns / Exchanges

What is your return policy?

RETURN POLICY

We gladly accept returns of unworn, undamaged, or defective merchandise purchased online or by phone for full refund or exchange within 30 days of the original purchase. Footwear should be tested and tried on carpeted surfaces only. The shoes must not show any visible signs of wear and should be returned in the original packaging. Final sale items may not be returned or exchanged.

Start a Return or Exchange: Click here to start a return or exchange using our easy-to-use self-service portal. If you have any questions, please feel free to reach out to our customer care team.

Our portal offers two easy and convenient methods for returns:

You can choose to receive a printable Canada Post label, where a flat $5 fee will be deducted from your refund.

You are also welcome to ship your merchandise to our returns department using your own method. For your protection, we recommend obtaining a tracking number and/or insurance from the Post Office, UPS, or whatever means you choose to return your merchandise.

Return to the address below:

Stacy Adams
Attention Internet Sales
8205 Montreal-Toronto Blvd.
Suite 100
Montreal-Ouest, QC H4X 1N1

REFUNDS

Refunds will be made in the form of the original payment. Funds will be returned to your credit card or PayPal account (upon receipt of the items) for its original purchase price. Shipping charges are not refundable. Please allow 8-10 business days.

If you meet the return policy requirements, you will then be credited the purchase price of the shoes. You will receive an email to confirm your refund.

EXCHANGE POLICY

You have 30 days from the date of purchase to exchange any unworn items purchased from our website. We will provide FREE outbound shipping for the new item(s). Final sale items may not be returned or exchanged.

Start a Return or Exchange: Click here to start a return or exchange using our easy-to-use self-service portal. If you have any questions, please feel free to reach out to our customer care team.

Our portal offers two exchange options:

Easy Exchange – You’d like to exchange an item you bought for a new size, width or color.

Personalized Exchange – You’d like to exchange an item you bought for a different style or item.

A customer service representative will reach out with any questions about your request (ex. there’s a price difference between the item being exchanged and the requested new item).

Please allow 14 business days for your exchange to arrive to our warehouse, and the exchange item to depart our Montreal facility. You will receive a confirmation email when the exchange item leaves our warehouse with tracking information.

Please note that we do not accept exchanges of items purchased from third-party retailers (e.g., Amazon, Macy’s, Belk, etc.). We recommend getting in touch with any third-party retailer directly for information on their exchange policies.

No refunds or adjustments will be made for any original shipping and/or handling charges.

If you’ve received a defective item, please contact our customer service team directly.

GIFTS

Requests to exchange merchandise received as a gift will be granted store credit. Please contact a member of our Customer Care team to begin the process.

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

How do I conduct a return or exchange?

Start a Return or Exchange: Click here to start a return or exchange using our easy-to-use self-service portal. If you have any questions, please feel free to reach out to our customer care team.

Can I request an exchange for something different than my original purchase?

You have 30 days from the date of purchase to exchange any unworn items purchased from our website. We will provide FREE outbound shipping for the new item(s). Final sale items may not be returned or exchanged.

Our portal offers two exchange options:

Easy Exchange – You’d like to exchange an item you bought for a new size, width or color.

Personalized Exchange – You’d like to exchange an item you bought for a different style or item.

A customer service representative will reach out with any questions about your request (ex. there’s a price difference between the item being exchanged and the requested new item).

Please allow 14 business days for your exchange to arrive to our warehouse, and the exchange item to depart our Montreal facility. You will receive a confirmation email when the exchange item leaves our warehouse with tracking information.

Please note that we do not accept exchanges of items purchased from third-party retailers (e.g., Amazon, Macy’s, Belk, etc.). We recommend getting in touch with any third-party retailer directly for information on their exchange policies.

No refunds or adjustments will be made for any original shipping and/or handling charges.

If you’ve received a defective item, please contact our customer service team directly.

What if I received merchandise that is defective or incorrect?

We stand behind our Stacy Adams footwear within reason. If you received defective merchandise or an incorrect shipment from our website, please contact info@stayadams.ca.

How long does it take to process the return and receive my refund?

Once we receive your return, we will refund the purchase amount to the original form of payment. Please allow up to two weeks for your return to be processed.

How long until I receive my exchanged item?

Allow up to 14 business days for your refund/exchange to process. In the case of an exchange, replacement merchandise will be sent to you at NO additional shipping charge. A Canada Post number will be emailed as soon as your order departs from our Montreal facility.

How do I return a gift?

Requests to exchange merchandise received as a gift will be granted store credit. Please contact a member of our Customer Care team to begin the process.

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

Do you offer price adjustments?

We address price adjustments on a case-by-case basis. Please contact a member of our Customer Care team to discuss further.

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

Account, Catalog & Emails

How do I subscribe to your email list?

Simply scroll down to the bottom of our website, and subscribe using the email sign up prompt in the lower righthand corner.

How do I unsubscribe from your email list?

You can edit your email preferences by scrolling to the bottom of one of our email messages in your inbox and clicking on “Unsubscribe”. You can choose to lessen the number of emails you receive, or you can click “Unsubscribe” again to take yourself off our list permanently. You will still receive email from us regarding order confirmation and shipping notifications.

Simply scroll down to the bottom of our website, and subscribe using the email sign up prompt in the lower righthand corner.

How can I receive a catalog?

Click here download and view the latest catalog.

Please contact our Customer Care team to be added to our seasonal catalog mailing list.

Call: 1-800-363-5762

Email: info@stacyadams.ca

Our hours of operation are Monday - Thursday 8:30 am - 5:00 pm EST, and Friday 8:30 am - 4:30 pm EST. You can always choose to leave us a voicemail and we will answer your inquiry as soon as we are able.

I forgot my account password. Now what?

Click here, and use the “Forgot Your Password” feature. You can also choose to call a member of our Customer Care team to reset your password.

How do I change my account password?

Sign in to your account, here. The initial screen will show your order history, rewards balance, as well as a prompt to update your password.

How do I create an account?

Click here, and use the “Create Account” feature. You will also be prompted to create an account during your first purchase on our website.

Affiliate

How can I become an affiliate for Stacy Adams?

It is very quick and easy to join, there is just one step involved. Complete our online application here: JOIN FREE WITH THE ONLINE APPLICATION LINK. You will receive an instant email message confirming the receipt of your application. We will review your application as soon as we can and we will contact you within 1-2 business days. After you are accepted, you’ll need to visit the platform and search for Stacy Adams Shoes to apply. For more information, please see the Affiliate Marketing Sign-up Sheet.

Wholesale

I own a shoe store. How do I open an account with Stacy Adams shoes?

Please email info@stacyadams.ca or call 1-800-363-5762 for assistance.