Frequently Asked Questions

Scanning

  1. How does it all work?

    True Gault was built on the notion that your heels can - and should - fit. We use 3D imaging technology to scan women’s feet to build luxury shoes that actually fit. Once you’ve successfully scanned your feet in our app, you can select any shoe from our Premiere Collection. Our artisan team in Spain will start producing your custom-made shoes, and we guarantee that they’ll fit. If you have any issues - we’ll remake the shoes until we get it right.

  2. I'm having issues scanning my feet, what should I do?

    The first step is to make sure that you’re sitting somewhere with good bright lighting. We recommend connecting to Wi-Fi, but a strong LTE connection works well too. Be sure that all the photos you take are clear & in-focus. Don’t be afraid to retake a blurry photo! Be sure that the 8.5 x 11 inch piece of paper is clean, flat and crease free. 

    A common problem we see is not having enough contrast between your foot, the paper, and the floor. If your floor color is too close to your skin tone, we recommend changing floors or sliding a piece of contrasting poster board underneath your 8.5 x 11 piece of paper. The best is a dark floor against light skin and vice verse.

    For any other scanning issues, please contact us at support@truegault.com to get help from one of our Shoeologists.

  3. I don’t have an iPhone. Can I still order shoes?

    Absolutely! If you’re in the NYC area, we’d love to have you visit us at our showroom. Stop by 13 W 38th St and you can experience our True Gault scanning experience. If you’re not in NYC, no worries! We recommend borrowing a friend’s iPhone to scan your feet. You’ll be able to order online but will need the iOS system to scan. We do plan on launching an Android version of the app soon, so stay tuned for our announcement.

    For any other scanning issues, please contact us at support@truegault.com to get help from one of our Shoeologists.

  4. How do I order from the Exclusive Collection?

    We’re happy to hear that you’re interested in our full Exclusive Collection! If you’ve already ordered shoes before, you can order from this range now! If this is your first pair of True Gault heels, you can start with the Premiere Collection. After we confirm that this first pair fits you well, you’ll be able to order anything from our collection - Premiere or Exclusive. This is just to ensure that your shoes have our signature True Gault fit. If you have further questions on how to order your True Gault shoes, please do not hesitate in contacting us at support@truegault.com

Your Shoes

  1. What is the price of a pair of shoes?

    Our pricing is simple, it’s a flat price per pair based on style and includes shipping. Also, there are no additional costs such as upcharge for selecting different leathers. We have three basic prices:

    • Flats = $350.00 per pair
    • Heels (2 or 4 inch) = $450 per pair
    • Booties (2 or 4 inch) = $550 per pair

     

    *Prices do not include TAX and will be added at checkout*

  2. How do I walk in high heels?

    It’s so much easier than you’d think! Be sure that you’re placing your heel down first, followed by the toe. A common mistake is walking on your tiptoes, but with True Gault, there’s no need for that. We actually work with the biomechanics of your feet to direct weight back to the heel, allowing you to walk naturally and safely.

  3. I suffer from some challenges regarding my feet. Can I still order shoes?

    Usually, yes! If you have bunions, high arches, hammertoes, etc. - you shouldn’t have an issue with ordering. However, if your doctor has recommended you avoid heels, we’d recommend the same. While these may be the most comfortable pair of heels you’ve owned, they’re still heels, so be sure to listen to your doctor first and foremost.

  4. Can I wear orthotics with these heels?

    We don’t recommend wearing orthotic inserts in these True Gault heels. Our memory foam padding will help to mold to your feet as you wear them!

  5. Do I need to scan my feet again to re-order?

    No, you only need to scan your feet once! Then we do all the hard work from there. However, there are 3 situations where you will need to rescan:

    • Gain or lose 20+ pounds
    • Have a baby (some women’s feet change shape after having a baby)
    • Have a surgical procedure done to your feet (ie. bunion removal)

Sizing

  1. Are True Gault shoes actually comfortable?

    Yes! Sandra Gault, our CEO, walks about 2 miles a day in her 4-inch True Gaults. We’ve even had women run 5k’s in these heels! The suede interiors and soft natural materials help to enhance the comfortability. We use the highest quality memory foam padding that molds to your foot as you walk, making them feel even better with wear.

  2. How do I know if my shoes fit correctly?

    If you’ve never had a pair of custom heels, you may experience a completely different feel. Your personalized shoes should feel snug and might feel slightly tight, but should not hurt or pinch like traditional shoes. Our shoes are made with fine leather which softens and relaxes over time and will mold to your feet when worn. Your shoes are as unique as you are. As we look at each foot separately, you may not experience the same fit in your left and right foot. The best time to try your shoes on is early in the morning, as your feet will swell moderately throughout the day. If you’re unsure if your shoes fit correctly, contact us and we’d be happy to walk you through it.

  3. I don’t normally wear heels; are True Gault shoes going to work for me?

    No worries, as long as you don’t have anything medical issues with your feet, we recommend starting with a 2-inch. You can always come back to order the 4-inch styles you love! If you have specific foot concerns, let our team know and they’ll be happy to recommend the right style for you.

  4. What happens if my shoes don't fit?

    At True Gault, we guarantee the fit of your shoes. In the rare case that your shoes don’t fit, please contact us within 30 days of receiving your shoes via the iPhone app or at support@truegault.com. At that point, we may request additional information and send you a shipping label to return the original shoes. Once the original pair is received*, we’re more than happy to remake you another pair at no extra cost to you! Your replacement pair will take less than 4 weeks to arrive. Note: *shoes should be returned in original condition.

  5. What size do I buy?

    There is no traditional sizing with True Gault Shoes. We scan your feet to determine the measurements of your left and right foot and generate your unique sizing. These measurements are then used to make your custom-fitting shoes resulting in your own size, versus a traditional shoe size. When you buy your shoes, you will notice that there is no "size" option, that's because we already have it. Your shoes include a unique serial number - they truly are yours and only yours!

Manufacturing

  1. Where are my shoes made?

    Our shoes are handmade using natural fabrics in Alicante, Spain. Click here [insert video] to see our factory in action and discover how a pair of shoes are actually made!

  2. What fabrics are used in the making of True Gault shoes?

    We use 100% genuine European leathers and suedes for our shoes! All our fabrics come from cow leathers and suedes. The snakeskin print is stamped on a cow leather and the lizard texture is stamped on suede. The only non-leather based exterior we use are the diamond-cut textiles, but these still use suede interiors. We don’t offer vegan options yet, but hope to at some point in the future!

  3. Can you make me a special order of a new style?

    While we do add new styles to our collection all the time, we don’t create custom styles for individual orders. However, we’re always looking for inspiration, so if there’s a specific shoe style you’re interested in, feel free to let us know. You may just see a similar silhouette available in the future.

Your Order

  1. When will I receive my shoes?

    Your shoes should arrive in 4-6 weeks from the moment you placed your order (though it’s usually a bit quicker than that!). Once your scans have been analyzed, our artisan team hand makes your shoes at our factory in Spain. Your order will be air shipped to the States and will arrive just a few days after they leave our facilities. Let us know if you run into any issues upon receiving your shoes and we’ll be happy to help.

  2. I don’t wear heels. Can I still order shoes?

    Absolutely! If you haven’t worn heels in some time, we recommend starting with a 2-inch heel. You can always expand your collection to include a 4-inch heel-option later!

  3. When is the next collection coming out?

    Here at True Gault, we are season-less. We release new styles on a rolling basis, so be sure to follow us on social media to stay tuned for the next editions to our family. Many times we ask our current base of customers to vote up or down our new designs. We’re always looking for feedback and ideas!

You & True Gault

  1. Can I host an event?

    Of course, you can! Send an e-mail to support@truegault.com with some details about the event, and we’ll see if we can do anything to help facilitate.

  2. Do you have a Stylist program?

    Yes, we currently are working on developing a program for Stylists to represent the True Gault brand and resell to their customers.  If you are interested, please let us know at support@truegault.com

Returns and Remakes

  1. What's your returns policy?

    Not loving your True Gault shoes? We’re so sorry to hear that! We’ll be happy to take care of any issues. We guarantee fit on all shoes, so if the fit feels off please let us know! We’ll replace your shoes free of charge. Feedback must be submitted within 30 days of receiving your shoes, but the sooner the better! After submitting feedback, a team member will be in touch to send you a pre-paid return label. Our artisan team in Spain will start handmaking your replacements as soon as we receive the first pair back. Please note that these shoes should be returned in the original condition. We recommend trying your shoes indoors and on a carpeted surface to avoid accidental damage or wear & tear. Be sure to include the original shoe box, dust bag, and additional heel tips with your merchandise. If a replacement pair still isn’t fitting, contact us directly at support@truegault.com for further assistance.

    If you decide True Gault isn’t for you, we’ll be happy to help but will be sorry to see you go. Due to the customization of the shoes, we’re unable to provide full refunds. However, we’re happy to offer a partial refund. True Gault will retain a manufacturing fee of $150 for flats, $200 for heels, and $250 for booties. Please be in touch with the True Gault team within 30 days of receiving your shoes. We’ll take care of processing your refund as soon as your shoes are received in original condition.