F.A.Q.

Why aren’t all the models available for sale on the Caulaincourt site ?

For both shoes and accessories, some models are only sold in the stores. There could be different reasons for this :

  • not enough quantities of a model available, as they are handmade.
  • the shoe has a particular fit which means that it must be tried on
  • Caulaincourt’s discretionary choice to not sell certain products on internet.

For special requests, please contact Caulaincourt’s CLIENT SERVICE


What is a last ?

The “last” is the wooden form which is used to mount the shoe. It will:

  • Give the shoe its aesthetic (including the toe)
  • Give the shoe its special fit, and thus make it comfortable to wear.

All forms are referred to as “rotating” meaning that they perfectly fit the foot’s “bean” shape.

Caulaincourt offers nine different lasts.


What is a « construction » ?

“Construction” is the term that defines the way the sole is assembled and attached to the rest of the shoe. There are different types of constructions. Often historical brands have strong viewpoints on the specific type of construction they use (the Blake for Berluti for example, or the Goodyear for Edward Green). We take the opposite point of view from this approach so we offer all existing constructions : The Goodyear, Blake, Norwegian welt, Blake-stitched petit point (also called Blake rapid), the Bolognese and the Stormwelt. Our idea behind this concept: each construction provides its own special benefits. We consider that these benefits cannot be generalized to all uses a shoe may have (example: it seems absurd to wear Goodyear-sewn loafers over bare feet in the Summer). So we offer our shoes constructed one way or another, depending on the shoe’s intended use :

  • Goodyear, Stormwelt or Norwegian-type for Winter shoes
  • The Bolognese for shoes was typed ?
  • The Blake or Blake-stitched petit pointfor a “dressy” use.

All our constructions are sewn.


What is a special order (or custom-made shoe) ? What is the Napoléon collection?

A special order isa pair of shoes where the person who places the order defines all the technical components (for example, construction of the sole) and / or aesthetic components (for example, the skins).

The shoes are made individually and for that order only.

They are totally unique, unlike a mass-produced shoe.

The Napoleon collection:

  • Defines all special orders
  • Integrates a number of models that are available only by special order (in contrast to shoes that are made in series).

For example, a customer can quite imagine taking a classic model proposed in black with a Blake construction and turn it into a two-material, suede & leather shoe with a Goodyear construction. This shoe will come from our Napoléon collection since it is produced by special order.

Production time is eight weeks and the additional cost is based on the customer’s requests, but it is generally around 25% (added to the price of the original model made in a series).


Why are all the versions (patinas) of a product not sold on Caulaincourt’s site ?

On any one model shown, an infinite number of versions are possible, thanks to the  handcrafted patina (customized color). A very small amount of possibilities are shown on the site.

We have decided to accept returns for exchange despite the fact that a product has been customized to the client’s request. For this reason, Caulaincourt reserves the right to not offer every possible, imaginable patina on its sales site.

For special requests, please contact Caulaincourt’s CLIENT SERVICE


Why are the shoes in Caulaincourt’s NAPOLEON Collection not sold on the Caulaincourt site ?

No model in the Caulaincourt NAPOLEON collection is sold on the Caulaincourt site because these entirely custom-made shoes are produced individually so we only sell them to people we can meet in person. Besides just the fitting, we must be sure that the shoe is adapted to the client’s foot and that each element selected to make up a Caulaincourt Napoleon shoe (leathers, construction, colors, pattern details, etc.) is perfectly understood by the client. These precautions are taken since these customized shoes can be neither returned nor exchanged.

For special requests, please contact Caulaincourt’s CLIENT SERVICE


Does the photo of a model reflect the exact color and its shades ?

As in the store, we make sure to work the leather color (for shoes or leather goods) to obtain an optimal result, as close as possible to the photo or object which served as a base for the client’s choice.

However, it is important to understand – and accept – that a patina is an entirely handcrafted work. Thus a perfect, exact reproduction on every point is not possible.

Also, though a photo might be realistic, it cannot be 100% accurate given the intrinsic principle of photography that depends on light variations.

For special requests, please contact Caulaincourt’s CLIENT SERVICE


How can I choose my size ?

Caulaincourt shoes have a very standard fit. Our sizes are based on the UK standard, but your size may change from one model or Last to another.

You already own a pair of Caulaincourt shoes ? Great news !

We do know the corresponding sizes, so with the chart bellow you have a maximum chance of finding the appropriate size if you already own a pair of Caulaincourt shoes.

For example, if you have a pair of Pandore Monk in size 7.5, you would order a size 8 when buying a new pair of Avalon oxfords.

Understanding this will help you choose your size accurately.

See the size guide here :


What types of card can I use to pay online ?

We propose four types of payment by bank card : Visa, Mastercard, Carte Bleue, AMEX.


Can I buy without French V.A.T. ?

Based on the delivery address for the product you buy on our site, we will not bill you French V.A.T.(20%) if it is outside the European Union. This will be automatically deducted from the amount due on your bill.


Can I buy if I am in another country ?

We can deliver your purchases to almost any country in the world.


Is the payment secured?

All payments are done via the secured site of the Be2bill company  using a SSL (Secure Socket Layer) type of payment.


What is the delivery time ?

The delivery time is calculated as starting the moment you receive our e-mail validation of the order.

Then there are two possibilities :

  • Category 1 products (non-customized products – see GSC) : package sent in five working days
  • Category 2 products (products that have been customized when ordered – see GSC) : package sent in 15 working days.

Delivery time :

  • For a package sent in metropolitan France : 24 hours (excluding weekends and holidays)
  • For a package sent in Europe : between 24 and 48 hours (excluding weekends and holidays)
  • For a package sent elsewhere in the world outside the EU : a maximum of 72 hours (excluding weekends and holidays)

In the confirmation mail you will receive when you have ordered, we provide you with an estimated delivery time.


Is the delivery reliable ?

We work in close collaboration with DHL Express.

As soon as the package has been picked up at Caulaincourt, DHL will send you an e-mail with a tracking code that lets you follow the package. Your package will be delivered to the address you have given and a signature will be requested for receipt.


I live abroad, do I have to pay import tax ?

If you reside in the EU, no import tax will be requested in accordance with the European free exchange zone.

If you live outside the EU, the customs of the country to which you have sent the package may require import taxes that vary according to the country.


The product is not what I want, can I exchange it or be reimbursed ?

The legal delay for retraction is 14 days from reception of the product(s). The products must be returned new and in their original packaging within this period.

We will inspect all products and reserve the right to refuse a return in case of non-conformity (example : creased leather or a scuffed sole).

You are responsible for the cost of returning the package to Caulaincourt. However, we will graciously cover the delivery costs associated with the exchange product, for the first exchange only.


How to send back a product for exchange or reimbursement ?

You must follow the procedure below :

The products must be returned with the purchase bill (or a copy in case of a partial return) in their original state and packaging, along with a letter explaining the reason for the return as well as your request  – exchange or reimbursement – to the following address : CAULAINCOURT, 9 Avenue Victor Hugo 75116 PARIS France.

If you are requesting an exchange, please stipulate the product you want in exchange.


How long will it take to be reimbursed ?

Caulaincourt is committed to reimbursing you in the quickest amount of time possible after our service verifies the merchandise that has been returned. The maximum delay is 3 weeks from the day the products have been returned to our locale.


How can I contact you ?

For any questions, contact one of our stores by telephone (see the tab “Our boutiques”) on Tuesday to Friday from 11 AM to 2 PM and 3 PM to 7 :30 PM (French time) or our client service by e-mail