FREQUENTLY ASKED QUESTIONS

If you live in Mexico City, delivery takes 3 to 4 business days and you will receive your order through our delivery staff or a local courier service.

If you live in any other state of Mexico, delivery takes 5 to 8 business days, and we ship with the fastest carrier for your area (generally FedEx, Estafeta or DHL).

If you live in Mexico, shipping is completely free on all purchases of $1,500.00 MXN or more. If your purchase total is below $1,500.00 MXN, shipping costs $150.00 MXN.

If you are outside Mexico, we send you a quote depending on the country.

Yes, we ship internationally. Prices outside Mexico are in US dollars, and in this case the customer pays the shipping cost (which may vary). We prepare a quote using the address and postal code where you would like to receive your order.

Yes, the prices of our items outside Mexico may vary, as they are quoted in US dollars and are also subject to each country's taxes. For that reason, if you place an order for anywhere other than Mexico, the total cost, including taxes and shipping, may vary. Please remember that for international shipping the customer must cover the difference in the shipping cost.

Our sizes run from 22 to 27, including half sizes. You can check our Size Guide to be more certain that the size you order is the right one.

We recommend reading the "Size, Fit and Last" section of each style, where we give you recommendations.

Some of our shoes are available in size 27mx. We recommend filtering by size in the “shoes” section: select the number 27mx or any other number and every style we have available at the moment will appear. We are working to expand our sizes so that every woman can enjoy a pair of Regina Romero.

That depends on the collection it belongs to. A seasonal style (SS or AW) is not restocked unless it sold out at the start of the season, to give you more exclusivity. The styles in the Regina Collection are restocked regularly.

We restock the models of the Regina Collection constantly. Our shoes are handmade and the designs are exclusive; we do not manufacture in bulk.

What we recommend:

1. Go to the page of the product you like.
2. Choose the size you want. Sold-out sizes appear crossed out and you can still choose them.
3. Click the "Notify me when it is back" link, which appears when you choose a sold-out size. The size is already selected.
4. Enter your email and accept to receive the notice.

You will get an email as soon as the restock arrives. It is sent in the order in which people join the waiting list for a given model, color and size.

Remember that we like to offer you exclusivity, so our models and sizes are limited.

We produce small runs to give you more exclusivity. Some styles sell quickly, and although we make more shoes in the most common sizes, those run out in the first few days.

The lasts of our shoes are created with the Mexican woman's foot in mind, which is generally wider or has a higher instep. However, Regina Romero sizes run true to size in sandals and pumps. We recommend reading our blog Our Lasts, where you will find the specifications and style for each last. You can also check the specific details of each style on its page.

No. Sale models are from past seasons (earlier Spring-Summer or Fall-Winter collections); the current season is not part of the sale. Once a model goes on sale it does not return to its regular price and it stays until it sells out. Our production is limited and exclusive because it is handmade.

Regina Romero tiene 3 Colecciones al año:

La Colección Regina, donde encontrarás nuestros clásicos y los más vendidos; que se resurten de manera regular, y las colecciones de temporada, Primavera-Verano y Otoño-Invierno.

Los modelos de temporada generalmente salen cada 6 meses, pero también puede que salgan nuevos modelos por alguna colaboración o que se añada algún modelo a la colección permanente.

Mantente al tanto de nuestros nuevos lanzamientos, resurtidos y más suscribiéndote al newsletter

Todos nuestros zapatos se producen tomando en cuenta los más altos estándares de calidad en la industria internacional, con la finalidad de crear un producto único, duradero y cómodo. Nuestro calzado se fabrica con piel de la más alta calidad esto hace que se amolden como un guante a tus pies y, con nuestras exclusiva tecnología JARC y plantillas confort de "memory foam" no puedes igualar el sentimiento de comodidad que hay al usarlos. Puedes ver reseñas de clientas satisfechas en Facebook.

We offer several heel heights, from flat shoes and low heels of 4 cm up to 13.5 cm. We also cover the intermediate heights of 6 cm, 7 cm, 8 cm, 10 cm, 12.5 cm and 15 cm. See our blog Our Lasts, where you can find all the heights and specifications of our styles.

See our pumps here.

Yes, our products are made 100% of leather. The upper and the lining are leather, unless they have a fabric detail. The sole is generally leather, with a pumiced (apomasado) finish (a treatment that keeps the sole from slipping) on some styles; in some designs the specification is a synthetic sole, which also adds a little more comfort when wearing them.

No. At Regina Romero we are proud to be a socially responsible and environmentally friendly company. All the leather we use to make our footwear is a by-product of the meat industry. As long as people keep eating meat, leather will exist as a by-product; otherwise it would become waste. We recommend learning about our materials and how we make each pair and reading on our blog Myths and truths about leather

All our products are Made in Mexico, by artisan hands. Our factories and tanneries are in Guadalajara, Jalisco, where the shoes are made to the highest international standards of the industry in Mexico.

We want you to be very happy, which is why your first exchange is completely free. It applies once per order, on regular-price items, within 7 calendar days after you receive your order.

The product must be unused and in its complete original packaging. You can read all the details on our Exchange Policy page.

Because it is a custom order, an exchange or return is not possible, as it would be a one-of-a-kind style with specific features.

Yes, but at a cost. All exchanges of items in the Sale Collection are made at a cost, without exception: within 30 calendar days after you receive your order, with a minimum handling fee of $400 MXN plus round-trip shipping. Refunds do not apply to Sale items.

Please read our Exchange Policy.

Items bought during special promotions, or with a discount code such as 10DESC (10% off your first purchase), are not considered Sale items as long as they were regular price.

For your first free exchange you have 7 calendar days from the day you receive your shoes, which must be unused and in their complete original packaging.

Start your request in the Exchange Portal, it is very simple:

REGINA ROMERO EXCHANGES

Have your order number and the email used for the purchase at hand. Once your request is approved, you will receive the return label by email within 1 to 3 business days. The options are:

• Exchange by courier for the same model in a different color or size (subject to availability).
• Store Certificate for the value of the item, if it is not available.
• Exchange at a physical boutique.

Remember that your purchase is protected.

IMPORTANT: All exchange requests are handled in the Exchange Portal. For any question write to atencionaclientes@reginaromero.com.

*It is important to start your request within the first 7 days after receiving your order, for the exchange to be free.

**Remember that purchases made at El Palacio de Hierro or Liverpool must be handled through the store where they were bought.

***Sale exchanges carry a cost and there are no refunds.

Read our Exchange and Refund Policy.

Price differences between the original item and the exchange item are settled when availability is confirmed. See the details in our Exchange Policy.

Remember that you have 3 calendar days from the moment we send you the label to ship your product back and continue with the exchange process. If you have not returned your shoes after those 3 calendar days, you can still make the exchange if the following apply:

1) The shipping cost is the customer's responsibility.

2) It is within 30 days of receiving the item.

3) The exchange was reported within the first 7 days.

4) The item is unworn and is returned in the same condition in which it was received.

Once you have sent your package, please email us at cambios@reginaromero.com with the label information so we can track it and follow up.

Any additional exchange on the same order number, in any collection, has a $400 MXN administrative fee plus round-trip shipping. Shipping is calculated by origin, destination and number of pairs, and you are told the amount when your request is approved in the Exchange Portal.

We are proud to make the best shoes in Mexico, but we are not perfect. If you ever receive a damaged product, or one that does not meet our quality standards, contact us as soon as possible to request an exchange, a repair or, where it applies, a refund.

All our products have a 6-month warranty against manufacturing defects, counted from the day you receive your order. The defects covered are:

• Broken buckle.
• Broken zipper.
• Loose or broken heel.
• Loose sole.

See the full warranty in our Exchange Policy.

Nuestros zapatos están hechos 100% de piel. Este material se amolda fácilmente a tu pie como si fuera un guante, volviendo tu calzado más cómodo. Por lo tanto, si te aprietan un poco tus zapatos, la piel dará de sí y en unos cuantos días estarán listos para que los uses sin molestias. Si sientes que te quedan ½ número más pequeños, te recomendamos contactar a tu zapatero local para que pueda ayudarte a hormarlos a tu preferencia. Si consideras que te aprietan mucho puedes solicitar tu primer cambio sin costo en el Portal de Cambios dentro de los primeros 7 días naturales de haber recibido tu calzado

If your shoes feel a little loose or slightly bigger than your foot, a simple insole is the solution in most cases. For example, if they are slightly long, there are special insoles called heel grips that help reduce the length. If, on the other hand, the problem is the width of the shoe and your foot “swims” a little inside it, a full insole always solves these problems, and you can find one at most pharmacies and supermarkets of your choice.

Repairs for manufacturing defects within the 6-month warranty are free for you and can take between 30 and 90 business days. After 6 months, the product can be repaired for an additional fee, including shipping, subject to the availability of supplies and materials.

We always recommend going to your trusted cobbler for common repairs such as a broken lace, heel tips, etc.

The manufacturing defects covered by the warranty are:

• Broken buckle.
• Broken zipper.
• Loose or broken heel.
• Loose sole.

Well-cared-for shoes can last you up to 20 years or more. With moderate use and good care, they normally last 2 to 5 years. It all depends on the care and the use you give them. To learn about caring for your footwear, visit our blog Essential Care for Your Regina Romero. Leather, Patent Leather and Suede.

At Regina Romero our mission is for you to be 100% satisfied and happy with your purchase. That is why we always aim to give you quality service and personal attention so you find your ideal size and model.

If the product did not fit and we do not have a similar one, in your size or to your taste, you can request a refund to the original payment method. It applies only to regular-price items (not the Sale Collection), within 15 calendar days after you receive your order. Each request has a logistics fee of $500 MXN that covers the return label and handling. Once the quality inspection is approved, we process the refund within 7 business days. The product must be unused and in its complete original packaging.

Requests are made in the Exchange Portal. For all the details, and for manufacturing defects, see our Exchange Policy.

Siempre encontrarás nuestro descuento inicial de 10% que puedes utilizar en tu primera compra. Las rebajas, por otro lado, cambian de fecha dependiendo de la época del año. Si quieres estar informada de nuestros descuentos y promociones vigentes, te recomendamos suscribirte a nuestro newsletter para que nunca te pierdas las ofertas.

Remember that if it is your first purchase with us, you get 10% off with the code 10DESC. To use it, first sign up in the online boutique, then select the item or items you want to buy. When you are ready to complete your purchase, go to checkout. On the right side of the screen you will find “Enter your promo code”; click it and enter your 10DESC to apply the discount. When you finish your purchase, just check your total.

We will generate a personalized discount code.

Yes, we have gift cards. You can find them in the accessories section of our online boutique. You can buy them from $599.00 up to $4,499.00.

We accept the following payment methods:

• Debit and credit cards.
• PayPal.
• Bank transfer and account deposit*
• Kueski PAY

*To pay by bank transfer, you must contact us either through the online boutique chat or by direct message on Facebook, Instagram or WhatsApp.

When you pay with a credit card, we offer you the option to defer your payment in 3 or 6 interest-free installments.

**If the interest-free installments menu does not appear, check with your bank, as your card may not participate in this payment method.

If you are interested in distributing and/or selling our products, send an email to info@reginaromero.com with your name, phone number, email, address and the name of your store (if you have one), and Eng. Jorge Romero will contact you to give you all the information you need.

Our boutiques are located at:

• Mexico City, Monte Líbano: Monte Líbano #250, Lomas de Chapultepec, Del. Miguel Hidalgo, C.P. 11000, CDMX, Mexico.
• Mexico City, Pabellón Bosques: Bosques de Reforma #1813, Ground floor, Local L157, Lomas de Vista Hermosa, C.P. 05100, CDMX, Mexico.
• Guadalajara, Midtown Jalisco: López Mateos Nte 2405, Local 81, Italia Providencia, C.P. 44648, Guadalajara, Jal., Mexico.

See phone numbers and opening hours on the Stores page.

Yes, we have three boutiques: Monte Líbano and Pabellón Bosques in Mexico City, and Midtown Jalisco in Guadalajara. You will find their addresses with a Google Maps link in the question "Where are you located?". Pabellón Bosques is open Monday to Saturday from 10:00 to 20:00 and Sunday from 10:00 to 17:00. The other opening hours are on the Stores page.

Remember that you can also find some of our models at El Palacio de Hierro stores in Polanco, Satélite, Santa Fe, Perisur and Guadalajara.

Our catalog is digital:

www.reginaromero.com