Frequently Asked Questions

True Gault

  1. Who is True Gault?

    We are a women lead high-tech fashion company that leverages 3D imaging technology to make gorgeous shoes that fit YOU and only YOU. 


    What makes us different? Unlike traditional retailers, our shoes are custom made for you and do not have shoe sizes. Every shoe has it’s own unique FIT ID number stamped on the inside. We believe that fashion should fit you and not the other way around.


    Did you know that at least 300 million shoes are thrown away by shoe companies in the U.S each year? At True Gault we do not have any inventory! The only shoes we make are the ones our customers order. We want to do our part to eliminate waste and take pride in being a sustainable company.

  2. How does True Gault 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 conform to the shape of your feet. Simply buy any shoe from our collection and we will start making your shoes once you have successfully scanned your feet using the True Gault iPhone App (you only have to scan once!). Our artisan team in Spain will start producing your custom-made shoes, and we guarantee that they’ll fit. If they don't fit - we’ll remake the shoes

  3. How do I get the True Gault iPhone app?

    Simply click here to download our iPhone app. It’s Free!

  4. What iPhone model do I need to use?

    Our app is available on the iPhone 5 or higher.

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

    Absolutely! There are couple of options:

    1. If you’re in the Tri State area, we’d love to have you visit us at our showroom. Make an appointment with our customer service team at [email protected] to visit us at 155 Second Street, Jersey City, NJ 07302 and we can scan you in our showroom. 
    2.  If you cannot visit us in person, we recommend borrowing a friend’s iPhone to scan your feet. You’ll be able to order online but will need the True Gault iPhone app to capture your TRUE measurements! No confidential information or your scan images will be stored in the iPhone. Your information will be secured in our backend-cloud based system. Unfortunately at this time we are not available for Android users, but plan on launching in the future. Please stay tuned for our announcement!

    For any other scanning issues, please contact us at [email protected] | 1-855-589-7463 to get help from one of our representatives.

     

Scanning

  1. How do I scan my feet?

    Scanning requires 3 things:

    1. An iPhone (an iPad will not work)
    2. True Gault iPhone app (currently not available for Android)
    3. An 8.5” x 11” (A4) piece of white paper

     

    You will then create an account in our app and select the scanning option. From there you will follow our step-by-step instructions that are provided. Click here to watch our tutorial!


    NOTE: You only have to scan once and then we do all the rest. There is no need to rescan each time you place a new order. 

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

    Click here for a step-by-step video tutorial on how to scan!

    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 to allow camera access to our True Gault iPhone app. While scanning, make sure that all the photos you take are clear and in focus. For further information, please refer to our scanning guide.

    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 (A4) piece of paper. Try to find a surface with high contrast to your skin tone.

    For any other scanning issues, please contact us at [email protected] |1-855-589-7463 to book an in-person or virtual appointment with one of our representatives.

     

  3. What if I am using A4 size paper?

    No problem, our True Gault iPhone app works with A4 paper. You simply need to select the pull down menu in the app and then select My Account > Scanning Settings > A4 is select and then SAVE.

    Click here to view a tutorial.

  4. Do I need to scan my feet again to reorder?

    No, you only need to scan your feet once! However, we may ask you to rescan for your initial order. Once your initial scans are successful, we do all the hard work from there. However, there are 3 situations where you will need to rescan:

    1. Gain or lose 25+ pounds
    2. Have a baby (some women’s feet change shape after having a baby)
    3. Have a surgical procedure done to your feet (ie. bunion removal)

Our Guarantee

  1. What if my shoes do not fit?

    At True Gault we believe that the only size that should matter is YOURS! We know how amazing our product is and to show how confident we are, we guarantee 100% fit on all of our shoes! If for any reason you feel that the shoes you received were not your best fit, we will remake them for you on our dime!

Will True Gault Work For Me?

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

    No worries, however, we recommend starting with a 2-inch heel. You can always come back to order the 4-inch styles heels! If you have specific foot concerns, let our team know at [email protected]| 1-855-589-7463 and they’ll be happy to recommend the right style for you. Also, if you have any medical issues with your feet, please consult with your doctor beforehand to make sure you can wear True Gault heels.

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

    Usually, yes! If you have bunions or hammertoes, etc. - you shouldn’t have an issue with ordering. However, if your doctor has recommended you avoid heels, we’d recommend the same. These heels do not solve orthopedic problems and are not a medical shoe.  Unfortunately, we cannot change the infrastructure of our heels to accommodate high arches. 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.

    If you request a refund due to medical/orthopedic or high arch issues, we will not be able to process your request. Please make sure you read and understand all of our FAQs before purchasing. If you have any further questions, contact our support team for assistance.

     

Shoe Collection

  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 two basic prices:

    • Heels (2 or 4 inch) = $250 per pair
    • Booties (2 or 4 inch) = $350 per pair

     

    Prices do not include TAX and will be added at checkout. Also, our prices are subject to change without notice.

  2. Where are my shoes made?

    Our shoes are handmade in Alicante, Spain. Click here to see our factory in action and discover how a pair of shoes are actually made!

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

    All our textiles and leathers are sourced from Spain & Italy. We do not use exotic leathers, the snakeskin print is stamped on leather and the lizard texture is stamped on suede. We use natural suede for the interior of the shoe. We don’t offer vegan options yet, but hope to at some point in the future!

  4. How high is the platform on True Gault Shoes?

    All shoes with a platform have an additional half inch added to the sole of the shoe.This does not affect the height of our heels These styles are Sandra, Deborah, Beth-Anne, Heather, Mercedes, and Nasrin. See all of our styles here!

  5. Can I wear orthotics with these heels?

    We do not recommend wearing orthotic inserts with our shoes. True Gault heels are made to fit your feet's measurements, and are not medical or orthopedic shoes. They are not designed to have additional inserts added, which could alter the fit of the shoe.

  6. 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.

  7. 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 FacebookInstagram, Pinterest, Twitter or Linkedin to stay tuned for the next editions to our family. We are also looking to expand the types of shoes we offer. Many times we ask our customers to vote on some of our new designs. We’re always looking for feedback and ideas, send your thoughts to [email protected] We can’t wait to hear from you!

  8. Can you design a unique shoe style just for me?

    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 at [email protected] You may just see a similar silhouette available in the future.

My Orders

  1. When will I receive my shoes?

    Your shoes should arrive in 4-6 weeks from the moment you placed your order and successfully scanned your feet (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 directly to you from our factory and will arrive just a few days after they leave our facilities. We will provide you with a FedEx tracking number the moment the shoes are on their way! Let us know if you run into any issues upon receiving your shoes and we’ll be happy to help. Email us at [email protected] | 1-855-589-7463

    * Delivery dates are subject to change*

  2. I need to change my shipping address

    Have changes to your shipping address? No problem. Email [email protected] within 7 days of placing your order to let us know of any shipping address changes. After 7 days, you will be subject to a $50 fee for any additional changes.

  3. When will I receive my physical gift card?

    Physical gift cards are shipped after 5-7 business days from the date of purchase.

    * Delivery dates are subject to change*

  4. What if I miss my FedEx delivery?

    Fedex will attempt to deliver your order to the address provided three times. After that, they will be temporarily held at their facility. After a certain amount of time, Fedex will automatically return your order. If this happens you will be charged an additional fee and no longer be eligible for a refund.

  5. Why haven’t I received my order?

    We won’t begin production on your order until we have a verified successful scan of your feet. If you have not scanned or there was an issue with your scan we will contact you via email to let you know. Make sure to check your email and spam folders. Your order will be on hold indefinitely until your scans are complete. We will not issue an automatic refund. If you have any issues, contact [email protected]

  6. Are there perks to placing a large order?

    If you spend more than $1000 we can dispatch someone to your home to have them scan you! This service must be requested specifically. 

    Please note that this can take up to 3 weeks for us to coordinate. Contact [email protected] for more information

  7. Where will you ship your shoes?

    Our True Gault iPhone app and free shipping, is available to the following countries Argentina, Australia, Austria, Belgium, Brazil, Bulgaria, Canada, Chile, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Egypt, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, South Korea, Latvia, Lithuania, Luxembourg, Malta, Mexico, Netherlands, New Zealand, Norway, Panama, Peru, Poland, Portugal, Qatar, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, Turkey, UAE, UK, USA, Uruguay, and Zimbabwe. Shipping is also included when sending shoes back to our office or factory in Spain. 

    The only time you will have to pay for shipping is if you fail to retrieve your True Gault shoes after they have been sent to you via FedEx. Please refer to our “My Orders” section for further information.

Your TRUE Fit

  1. What size do I buy?

    At True Gault there is NO traditional shoe sizing. We capture your TRUE foot measurements for both left and right feet via our True Gault iPhone app. Those measurements are converted into a 3D image which allows us to create your unique shoe size. Your shoes include a unique FIT ID serial number - they truly are yours and only yours!

     

  2. My feet fall outside of the typical 5 to 10 range of traditional sizes. Can True Gault still fit me?

    While we don’t create your shoes using traditional sizing, our customers feet measurements fall within women’s sizes 4-12 (narrow, medium, wide and x-wide width). However, each situation is unique and we ask that all potential customers scan their feet. Once your feet have been scanned, our team can determine if we can create shoes for you! 


    Please keep in mind we are a small start-up who has big dreams of creating high heel shoes for whoever wants to wear them! If your feet do fall outside of our current manufacturing capabilities, we would love to work with you individually to meet your sizing needs. However, this often requires new equipment and longer manufacturing time which would result in additional fees. 

     

  3. 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 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. Read some of our Customer Testimonials for more information.

  4. 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. Our shoes are made with fine leather and high-quality padding which softens and relaxes over time. Your shoes will mold to your feet when worn. 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. All shoes come with a 100% fit guarantee. 


     If you’re unsure if your shoes fit correctly, contact us at [email protected] and we’d be happy to walk you through it.

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

    At True Gault, we guarantee the fit of your shoes. In the unlikely case that your shoes don’t fit, we ask that you provide specific feedback on your fit within 30 days of receiving your shoes. Any feedback submitted after the 30 days will not be eligible for a replacement or refund. To help guide you on how to provide feedback please refer to our Fit Feedback Guide.

    Once feedback is submitted, we may request additional information (this is a case by case basis). Your Feedback will be reviewed by our team in Spain and we will get back to you with the next steps within 3-5 business days. At that time, we will be sending you a prepaid shipping label to return your original shoes back to our office. Your replacement pair will take less than 4 weeks to arrive*


    Note: Shoes should be returned in the original condition. If shoes have been worn outside, the plastic has been taken off the bottom of the shoes, or there are visible wear and tear, True Gault has the right to refuse to make a replacement or refund the shoes.


    * Delivery times are subject to change*

     

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 prepaid return label. Our artisan team in Spain will start hand-making 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 and additional heel tips with your merchandise. If a replacement pair still isn’t fitting, contact us directly at [email protected] for further assistance. If you decide to have more than one remake of your shoes you will no longer be entitled to a refund.

    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 $125 for heels, and $175 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.

  2. How do I give feedback?

    At True Gault, we guarantee the fit of your shoes. In the unlikely case that your shoes don’t fit, we ask that you provide specific feedback on your fit within 30 days of receiving your shoes. Any feedback submitted after the 30 days will not be eligible for a replacement or refund. To help guide you on how to provide feedback please refer to our Fit Feedback Guide.

Referrals

  1. Do you have a referral program?

    Yes, we love that you love our shoes and want to share them! Got to Truegault.com to join our referral program. You will receive your own unique referral code and your friends will receive BOGO (buy 1 get 50% off 2nd order) off their first order! For each first-time order placed with your personal code, you will receive $25 in True Gault credit! Refer 10 friends and get a pair of shoes ($250.00 value).

  2. Do you have a program for personal stylists?

    At this time we do not and only sell direct to customers.