Frequently Asked Questions
What does Nera mean?
Nera (neh-rah) means black in Italian.
Where are Neras made?
All Nera sneakers are made in the Eastern Italian Region of Abruzzo, known for making world-class quality shoes and leather products for all the top major and boutique fashion brands worldwide.
Will sold-out items be restocked?
Neras are released in small-batch capsules. Once a particular style in a capsule is sold out, it will not return. The only exception to this rule is our Arco sneaker.
How do I know my size?
Please refer to the Nera size guide located on each product page to find out your size.
Orders & Shipping
How long will it take for my order to arrive?
It takes about 5 to 8 business days to deliver to US addresses (we are currently only shipping within the 48 continental states). Delivery times are also subject to changes, such as due to carrier delays, and due to bad weather conditions. We either ship using UPS or USPS for standard shipping, depending on your US shipping address and location. For customers that have paid for Express Shipping (Nera uses FedEx International Priority®), it takes about 2-3 business days for the shoes to be delivered. (Note: In the case that you wanted to return the shoes afterward, the FedEx shipping surcharge is not refundable).
What courier do you use?
We either ship using UPS or USPS for standard shipping, depending on your US shipping address and location.
Do you ship internationally?
We currently do not offer international shipping and only serve US customers. We only shipped within the continental US, with no exceptions. We are currently only shipping within the 48 continental US states. We currently do not ship to the outlying US states of Hawaii and Alaska, Puerto Rico, or to any military APO/FPO addresses, or to any outlying US territories, such as Guam and Samoa.
How can I check my order status?
All Nera products have a tracking number when they are shipped. An email containing the tracking codes will be sent to the email address you used for the purchase after the shipping and tracking labels have been created.
Can I cancel or edit my order?
We cannot cancel or edit orders once they are placed. To make a return, please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) Nera collaboration shoes can be exchanged for another size or credit, but are non-refundable.
What if I never received my order updates, our tracking codes?
with the email subject “Order missing”
Please include your order number in your email.
If you do not know what your order number is, please go to the purchase confirmation email that we have sent to you after you have made your purchase.
The order number will be displayed on the top right corner of the purchase confirmation email.
With your order number, our representative will contact you and help you track down your order, and provide updates as soon as possible.
Returns & Exchanges
What is our return policy?
What’s the return policy? Can I get a refund? Shipping your returns is free. We do not charge any shipping, or restocking fees for any returns. Nera accepts unused, unworn returns or exchanges in original packaging within 21 days from the time of shipping label creation. If you like to get a good feel for the shoes while deciding whether or not to keep them, please wear them inside your house or apartment. Returned shoes must not have been worn outdoors. As a reference, most customers test their sneaker’s form and fit indoors, such as at home or at their office, to ensure minimal damage in the event they want a full refund. If you are not satisfied with your purchase, you can return your shoes for a full refund within 21 days of purchase (this time period begins when the order's shipping label has been created, not when the order is placed or delivered), with no exceptions. However, if you have chosen to pay the extra surcharge for Express Shipping (Nera uses FedEx International Priority®), the shipping surcharge is not refundable. Refunds will be processed within 5-10 business days upon Nera's receipt and inspection of your package. If the shoes are in good condition, then the refund will be credited to the card you used in the initial purchase. (Please note that card refunds may take up to 5-10 business days for your bank to complete. We can also decline a refund if the returned shoes are deemed to be damaged, or having items missing, such as shoelaces) To make a return, please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) Nera collaboration shoes can be exchanged for another size or credit, but are non-refundable.
How do I return my online order?
Nera offers free returns and exchanges to ensure you get the perfect shoe you wanted. Shipping your returns is free. We do not charge any shipping or restocking fees for any returns. Visit returns.nerashop.com to make an exchange or return. You will need your order number (found in your purchase confirmation email) and zip code. Click on "Start with an email address" if you have forgotten your order number.
When can I expect to receive my store credit for a return?
Once your return has been delivered to our warehouse, a period of 5-10 business days is required before store credit can be processed. Once processed, you will receive an email with your store credit confirmation.
Can you reserve the item(s) on my exchange order?
We cannot reserve any items for an exchange. To ensure that you receive the item(s) on your exchange order, we suggest returning your original items as soon as possible.
What if I received defective shoes?
In the event that you receive a pair of defective sneakers (issues such as (but not limited to): missing laces, scratched/ damaged leather surface, or damaged insoles), we are happy to exchange, for free, your damaged or defective shoes for a new pair of the identical model. Please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) to start a return and request an exchange.
What if I have sizing and fitting issues?
If your shoes are not the best fit for you, you can either return them, or exchange them for a new pair of a different size. Nera accepts unused, unworn returns or exchanges in original packaging within 21 days from the time of the order's shipping label creation. If you like to get a good feel for the shoes while deciding whether or not to keep them, please wear them inside your house or apartment. Returned shoes must not have been worn outdoors. As a reference, most customers test their sneaker’s form and fit indoors, such as at home or at the office, to ensure minimal damage in the event they want a full refund. Please go to [https://returns.nerashop.com/](https://returns.nerashop.com/) to either return, or request an exchange for a pair of different sizes.
What payment methods do you accept?
We currently only accept credit or debit card payments. We currently support cards from Visa, MasterCard, American Express. We also accept payments via Apple Pay. All of your payments will be processed via Stripe. You can also pay in fixed amounts, over four (4) installments, with Sezzle. The total amount of your order will be evenly divided into four separate payments.
What is Sezzle?
Sezzle a payment company that gives you the option to split the purchase into affordable installments or pay for your order up to 30 days later. The installment plan is interest-free and split into four equal payments that are charged to your card every two weeks. To pay in installments, select Sezzle as your payment method within the checkout process. You will then be prompted to their website to complete the payment.
When am I charged taxes and duties?
After entering your shipping address during the checkout process, your cart will automatically calculate the cost of sales taxes and duties in accordance with the local sales tax laws of the shipping destination. The added costs will be calculated and reflected in the final price once you have entered all of your shipping information. We will file and pay all sales taxes and duties for you.
When will my order be charged?
We charge the order as soon as it enters and gets processed within our system. This is usually about 5 to 10 minutes after the order has been placed through our website.