Schedule a time to stop by for a fitting and view our latest collections.
Please submit appointment requests at least one day in advance.
37 W 20th St, Suite 1206 New York, NY 10011
Mon – Fri (10 – 6pm)
Sat (12 – 6pm)
*Visits to The Studio
in New York are by
appointment only. Visits
will be confirmed
29 Centre Street
Nantucket, MA 02554
Mon – Sun (10 – 6 pm)
Open May through September 2017
Why the ballerina flat?
As elegant and simple as it is, the ballerina is one of the most complex shoes to engineer. To compensate for this, many brands resolve fit issues by producing one-size-fits-all widths or elasticizing their flats. The former are often ill-fitting while the latter can be too casual for everyday wear. Margaux reclaims the elegance and grace of the ballerina by combining its iconic style with fit options not available elsewhere: a large range of sizes, three ready-made widths (narrow, medium, and wide), or our signature made-to-measure option, with a fit tailored to your exact measurements.
How do I care for my Margaux ballerinas?
We treat all of our ballerinas before they leave the factory to protect them against dirt, and add rubber to the sole and heel to extend the lifetime of the shoe. There are also some easy things you can do to keep yours looking pristine. As with all leather shoes, avoid getting them wet. If your ballerinas do get wet, allow them to dry completely before treating with a suede brush or an eraser. We now offer a suede care kit - which includes a suede cleaner, protector, and brush - for the care and maintenance of your shoes. As with our suede ballerinas, we strongly recommend that you avoid exposing your Demi ballerinas to water. These pairs are made from naturally-treated Italian nappa leather, which means that the materials are porous and absorb water easily. If your Demis do come in contact with water, allow the soles and uppers to completely dry before wearing again as wearing when wet can lead to further damage.
How do you ensure a quality product?
We work closely on every aspect of our ballerina flats with well-established, family-owned factories that supply components and produce shoes for some of the most coveted luxury brands in the world. Because we sell directly to consumers, we’re able to offer an equivalent product at a fraction of the price.
How do I take my measurements?
To begin, order a fitting kit, which includes everything you need to take your measurements and begin your made-to-measure order. The kit includes a fitting tool specially designed to make at-home measuring quick and effortless, a tape measure, a fitting guide, suede swatches, and a dustbag to keep it all together. Once you receive your kit, you’ll need to take four measurements from each foot. These measurements will give us a holistic picture of your sizing needs. Once you record and save your measurements in your account, you can edit them at any time. Even if you’re ordering one of our ready-made widths, we encourage you to measure the length and width of your feet and compare the larger number (it’s very common to have slightly different-sized feet) to our sizing chart to ensure you’re ordering the correct size. Please contact customer service if you have any questions about the measurement process. For more detailed instructions on how to measure, please see the measuring guide included in your fitting kit, or the How to Measure page of our site.
I'm not sure whether I need a custom or standard size. Can you help?
Everyone’s feet are different—which is one of the many reasons we developed our three width options and custom-fit solution. We want to make sure you find the right size for your foot, whether that’s made-to-measure or standard. If you have had issues with fit in the past—for example, gaping at the sides of your shoe, slipping at the heel, tightness across the ball of the foot, a bunion—you’re the perfect candidate for our widths or our made-to-measure pairs. If you have trouble deciding between ordering a made-to-measure or standard size, please feel free to contact customer service at firstname.lastname@example.org. We will be happy to walk you through the measuring process and help you decide on your best option.
What is the difference between standard and custom sized shoes?
Our priority is to find the right size for you. There is absolutely no difference between the quality or composition of Margaux’s standard and custom sizes. The only difference is the level of customization you desire. Components for all our shoes are manufactured in Spain and all our shoes are made of the highest quality Italian suede. Standard sizes come in three widths and are completely finished in Spain, while custom sizes are finished to-order in New York. Because it would be impossible to keep custom sizes in stock, we only make a pair once a customer has placed an order. Custom sizes are shipped no more than two weeks from the order date. Keep in mind that 88 percent of women wear the wrong shoe size! We encourage all customers, even if they plan to order a standard size, to measure the length and width of their feet and compare the larger number (it’s very common to have slightly different-sized feet) to our size chart.
Do you ship internationally?
At the moment we only ship within the continental United States and Hawaii. To stay updated with news from Margaux HQ and any changes in our shipping policy, please sign up for our email newsletter.
When will I get my order?
All shoe orders are shipped via DHL, with free shipping on orders over $100. Orders under $100, excluding orders of Fitting Kits, ship for $10 via DHL. Tracking information for all orders will be emailed to you with shipping confirmation. Classic standard sizes will be shipped within two business days of the order date. Shipped items will arrive within five to seven business days in the contiguous United States. Items shipped to Alaska and Hawaii will arrive in seven to ten business days.
Custom shoes will be made and shipped within two weeks of the order date, unless otherwise indicated. Shipped items will arrive within five to seven business days in the contiguous United States, with the exception of the fitting kit. Items shipped to Alaska and Hawaii will arrive in seven to ten business days. Gift boxes and fitting kits will also be shipped within two business days; gift boxes and fitting kits also arrive via DHL, within five to seven business days. Please note that if you order more than one color of made-to-measure ballerinas in a single order, you will receive one pair first to confirm the fit. Once you have confirmed the fit, the remaining pairs will be put into production and shipped via UPS Ground.
If express shipping is selected on orders of in-stock items, orders received before 12 pm EST will ship out the same day, while orders received after 12 pm EST will ship out the following day.
Can I change or cancel my order?
Once orders have been submitted they cannot be changed or cancelled. To ensure accuracy, we encourage you to double check your measurements and all shipping details before submitting your order.
What is your return & exchange policy?
Standard orders: Unworn standard-sized shoes can be returned for a refund within 30 days of purchase, minus a return shipping and handling fee of $7. We offer free exchanges on unworn standard-sized shoes, also within 30 days of purchase. You can request a return or exchange by visiting our returns portal here. Once your items have been received and inspected by our warehouse, we'll issue your refund. Please allow 7-10 days for the refund to appear on your card statement. If you have requested an exchange, we will do our very best to process your exchange within three business days of receiving the return package to our warehouse. Exchanges will be shipped via DHL, and will arrive within 5-7 business days from reshipment. If returned pairs are found to be damaged or show signs of wear and are thus unsellable, you may choose to either have the shoes returned to you, or incur a 30% restocking fee.
Custom orders: While custom orders cannot be returned for a refund, we will guarantee the perfect fit. If you have questions about how your new custom shoes fit or feel, please contact customer service. Remember, 88% of women are wearing the wrong shoe size. If you’ve been wearing ill-fitting shoes, your custom Margaux ballerinas may feel a bit odd at first. We encourage you to give your feet a chance to get used to them! That said, custom pairs will occasionally need adjustments to the fit, which we will gladly make at no additional expense to you. To request an adjustment, please contact customer service and we will coordinate the adjustment of your pair. To ensure timely service, all adjustment requests must be received within 30 days of delivery.
Fitting kits, gift boxes, suede care kits, and cotton totes are considered final-sale and cannot be returned for a refund.
How can I gift a pair of Margaux ballerinas?
The recipient of your gift will receive a beautifully crafted box that contains everything she needs to take her measurements and place her order, a card inviting her to choose a pair of our Classic ballerina flats, and a personal note from the sender.
How do I redeem a gift of Margaux ballerinas?
There will be an individual one-time use code on the reverse of the message card included in your gift. Once you've taken your measurements, add a pair of ballerinas to your cart in the size and color of your choosing, and proceed to checkout. During checkout, enter your voucher code into the "Gift Voucher/Coupon" line. Your order total will automatically update. Gift vouchers can be applied to orders of standard or made-to-measure ballerinas from our Classic collection. Please contact customer service if you would like to apply your voucher to an order for a pair of ballerinas from another collection.
Can I return a gift?
Once issued, a gift code cannot be cancelled for a refund to the sender. However, if one would like to exchange a pair of standard-size gifted ballerinas for a different size or color, one can exchange them just as one would any other standard order. All custom orders are final sale.
It’s important to us that you be completely satisfied with your Margaux purchase. Please feel free to contact us about colors and materials; the fit of your pair; or any other questions you may have. We will do our best to respond within two business days.
To request a return or exchange please visit our returns portal here.
If you would prefer to talk to us, we are happy to schedule a phone call. Please select a time slot, and provide a contact number. A member of our team will call you within the two-hour period selected.
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