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F.A.Q. Frequently asked questions

Click on the question to see the answer.


  • How can our products be purchased?
    Making your purchase at KAVËLINA is very simple, just follow these steps: -Choose your favorite design. -Select your size. If you need help with this, check out our SIZE GUIDE -Add the product to your SHOPPING CART by clicking on ADD TO CART. -If you want to add more products to your cart, click on CONTINUE SHOPPING. -You can access your SHOPPING CART at any time by clicking on the icon in the upper right corner of the page. There, you can make all the modifications you want. -When you have finished choosing your products, go to your shopping cart and click PROCEED TO PAY. -Carefully fill in your shipping details. -Choose your payment method. -Place your order! Once you see the confirmation on the screen and receive our PURCHASE CONFIRMATION email, your order will be completed. If you have any questions about your order, please contact us by email:
  • Is it necessary to register to be able to buy our products?
    We recommend you to create an account before your purchase or before finalizing the process; however, you can carry out your purchase process without registering as a KAVËLINA customer. At the end of your purchase, an account will be created automatically. This way, we can offer you a better service, facilitate the process of your future purchases, track your shipment and much more. To know your username and password, we will email you; so we ask you to check all your mailboxes, including SPAM, junk or trash. When you create an account with us, you will be able to choose the username, enter your email and choose the password you want to use. Visit the following address: to create your account
  • How can you register to become a KAVËLINA client?
    Go to the following address to create an account Complete the form. Fields marked with (*) are mandatory. You will receive a confirmation email to the email account you registered. Please remember to check all your mailboxes, including SPAM, junk or trash.
  • How can you access your account if you forgot your password?
    Go to the following address: or on our page, click on the human icon to enter your account. In the SIGN IN section, at the bottom, click the button that says FORGOT YOUR PASSWORD? You will be prompted to enter your username or the email you used to create your account. Check the “I’m not a robot” box. Then click on the RESET PASSWORD button. We will send you an email with the data to restore your account, in which there will be a link to re-enter the website and choose a new password. If you have any problem performing this procedure, contact us via email at 
  • Are the items that you include in your shopping cart automatically set aside?
    No, the fact that you include an item in your shopping cart does not guarantee that it has been set aside, or that it will be available when you go to make your purchase. There are models with high demand that may be sold out before you finish your purchase; even though they were available when you added them to your cart. In order to avoid this, we recommend that you make your payment as soon as possible once you have chosen your favorite model(s).
  • Where are our products made?
    All our products are 100% handmade in Mexico. Our factory and tanneries are located in León, Guanajuato; where shoes are manufactured with the highest international quality standards in Mexico. You can find our factory address on the home page.
  • What promotions do we have?
    You receive a 10% discount on your first purchase. In addition to this, throughout the year you will be able to find articles with promotions offering price reductions. We recommend you subscribe to our PAGE to always stay informed of our discounts and promotions.
  • How do you use your 10% discount code on the first purchase?
    To use your 10% discount coupon on your first purchase, all we ask is that you subscribe to our PAGE. As soon as you subscribe by filling in your data, you will receive an email with the code to be entered in the final process of your purchase to obtain your discount.
  • How can you know if your order has been confirmed?
    In the hours following your purchase, you will receive an email with the confirmation and number of your order. We recommend you always check your junk or spam folder, in case it has been sent there.
  • What can you do if you encounter problems when making your online purchase?
    You can send an email to  and we will happily help you carry out your order.
  • Do we have a physical store or branch?
    KAVËLINA does not have any physical stores You can currently only find our products online at
  • How can you get in contact with us?
    If you need to contact us, you can do it through one of the following methods:
    • Write to us in the section titled “CONTACT” located at the end of our website
    • By email at
    • Via our social media, Facebook or You will find the necessary links there.


  • What kind of materials and procedures do we use to make our products?
    All our products are carefully made using a traditional process, in order to guarantee comfort and durability. We use different materials of the highest quality, to give everything we produce an original and stylish touch. In our designs, you will find 100% natural leather (exclusively of bovine origin), decorative ribbons, pendants, fabrics, embroidery and brocades, among others.
  • What are the sizes that we handle in the shoes?
    From sizes 22 to 27 and a half. We advise you to measure the length of your foot in centimeters to confirm your size. You can check our section SIZE GUIDE for more information. Yes, we offer half sizes! Most of our models are wide to guarantee comfort. In the description of each model, you will find the type of last (medium or wide) to help you order the right size for your foot type. At KAVËLINA we understand that it is always a difficult decision to buy online, especially shoes, so if you have any additional questions regarding the size you need, do not hesitate to contact us. We will gladly help you choose the best option for you. Your shoes don’t fit? Don’t worry! We can exchange them free of charge. Check out our section on EXCHANGE POLICY.
  • What can you do if your size is not available?
    If for some reason your size is not available in our online store, don’t worry!   When selecting a product that is not available in stock, a box will appear for you to subscribe to our waiting list. You will be notified by email when the product is back in stock. You can also contact us and we will gladly tell you if a model is a limited edition, or if it is in the process of being restocked; in which case, we will provide an approximate delivery date. There are certain models that are constantly being restocked; however, there are others that are limited editions, so once they run out, they are no longer available. Remember that our manufacturing process is handmade, so we do not produce in large numbers. We produce small batches to offer you exclusivity and quality. We ask for your patience and understanding in the event you do not find the product you want. Contact us and we will do our best to get you the exact product you want, or at least something close to it. You can also follow us on our social networks and subscribe to our PAGE to find out when restocks occur or new models arrive, and much more.
  • How often do we have new models?
    Remember we produce small batches to offer you exclusivity and quality. As a result, we are frequently releasing new models and collections. You can follow us on our social networks and subscribe to our PAGE to find out when new products arrive and many more surprises.
  • Do our models change in each collection?
    • In a sense, yes. Each collection presents new models, but also some previous models that have been the best sellers or the favorites of our clients.
    • It is very common for us to use previous models in new collections, but always with some changes in textures, applications, accessories, color combinations or types of leather.
  • Are all the products in our online store available for immediate shipping?
    • Yes, all the models and sizes that you see in stock in our online store are available for immediate shipment.
    • If you see a model that is no longer available in your size, click the NOTIFY ME WHEN IT’S IN STOCK button, and we’ll notify you as soon as this product is available again.
  • How comfortable are our shoes?
    Our shoes are produced following the highest international quality standards, in order to offer you exclusive, durable, and very comfortable products. Our lasts are wide, in order to adapt to most different types of feet. In case they are a little loose, we suggest you try an insole to ensure greater comfort.
  • What are the benefits of shoes made of natural leather?
    PERFECT FIT AND COMFORT: Good quality leather is a very flexible and elastic material, which adapts to the shape of the foot. Feet swell during the day and shoes made of this material adjust without causing discomfort. THEY ALLOW YOUR FOOT TO BREATHEBeing a natural material, one of its characteristics is porosity, which causes the foot to sweat less (unlike synthetic materials). This not only promotes comfort, but also good hygiene. SHOES LAST LONGER: Natural leather is a much more durable material than synthetic leather; so buying shoes made of this material is a long-term investment. It does not crack or break easily. It is easier to clean and protect. You just have to follow the instructions to clean natural leather shoes and give them the proper treatment. THEY ARE THE BEST QUALITY AND ALWAYS FASHIONABLE: Unlike shoes made of other materials, genuine leather shoes are always in fashion and elegant. Our mission is to be an environmentally responsible company, so all the leather we use is a by-product of the meat industry. In this way, we avoid wasting the skin of an animal; on the contrary, we give it an artistic and long-lasting use.
  • Is the lining of our shoes made of natural leather?
    Yes, the lining of all our shoes is made of 100% natural cowhide leather.


  • Does shipping cost and how long does it take for your order to arrive?
    Shipments are FREE to any delivery address, as long as your purchase is greater than 2,000 Mexican pesos. Otherwise, shipping will be calculated based on your zip code. Orders are processed the next day once the purchase order is received. The variation in delivery time (4 to 8 business days) depending on the destination of your package. Due to the current situation derived from the pandemic, delivery times may be delayed by 2 or 3 days. If this happens to you, please be patient. We are here to support you in case of any doubt or claim regarding your shipment. We only ask that you notify us in time so that we can assist you. Send us an email to  and we will gladly provide a solution to your problem. For more information see our SHIPPING POLICY section
  • How soon will you receive your tracking guide to follow your package?
    You will receive a notification between 24 and 48 hours by email with all the data of your shipment and with the tracking guide to follow your package. As a result, you will always be able to know where your package is. We ask that you always check your SPAM tray (junk mail).


  • Can changes and returns be made?
    Yes, of course. You can make any exchange or return, as long as you contact us within the first 15 calendar days after placing your order. Your first change is completely free of charge; provided the product is returned in its original condition (unused or undamaged), and in its original packaging. In case you have already made your first exchange, and for some reason you want to exchange your product again, you can do so as long as the product is in good condition. In this case, the shipping costs will be borne by you. Every change and return process must be made through our email to ensure proper care and service. It is important to send your request within 15 calendar days after receiving your order to make the change at no cost. For more information on this topic, please see our section on RETURNS & EXCHANGES
  • Can changes be made on discounted products?
    No, there are no changes or refunds for products that have been purchased at sale price, unless the product has a manufacturing defect. This does not apply to products that have been purchased with a first purchase discount promotion, as long as they have been purchased at regular price.
  • Can changes be made for a product of a different price?
    Yes they can! If you want to make an exchange for a different product that has a higher price, you only have to pay the difference by means of a bank deposit or bank transfer. If, on the other hand, you want to exchange a product for another that has a lower price, we will contact you via email to let you know the method of refunding the difference. In case you want to make this kind of change, please contact us via email at
  • What can you do if your product arrives damaged?
    Offering products of impeccable quality is one of our main objectives; however, if for any reason your purchase does not meet our quality standards or has any damage or defect, you can request an exchange or, if applicable, a refund at no cost. Get in touch with us as soon as possible through our email and attach photos of the product. Later, by the same means, we will give you the appropriate steps to follow.
  • What can you do if your shoes are a little tight or feel a little small?
    Most of our shoes are made of 100% natural leather, a material that easily molds to your foot, and that expands a little with use. If they feel tight, we recommend that you take them to a shoe repair shop so that they can be fixed them to your preference. If you feel they are too tight, you can request your change according to our EXCHANGE POLICY.
  • What can you do if your shoes are a little big or feel a little loose?
    In most cases, a simple insole can be the solution for a perfect fit. You can find them in supermarkets or shoe repair establishments. A pair of heel pads is included in your box, in case you feel your heel is a bit too big. We recommend you try these solutions before requesting a change to avoid the entire process, so you can enjoy your purchase immediately. If they are still too big for you or feel uncomfortable, you can request your change according to our EXCHANGE POLICY.
  • Do our products have a guarantee?
    All our products have a 15-day guarantee from the moment you place your order. In case of any manufacturing defect or any other non-conformity, please contact us and we will proceed with the exchange or return. For more information see our section on RETURNS & EXCHANGES


  • What forms of payment do we accept?
    • In our online store we accept payments using credit and debit cards through Paypal or STRIPE platforms.
    • The prices of the products offered in our online store are expressed in Mexican pesos and already include VAT.
    • We reserve the right to modify the sales prices offered in our online store at any time and without prior notice. Your purchase order will maintain the price of each product at the time you generated and paid for your purchase.
  • Are purchases made at KAVËLINA secure?
    Yes absolutely! At KAVËLINA we care about your security, so you can be sure that your data and your purchase are 100% safe and protected; from the moment you enter your details, until the moment you receive your order. Whenever you buy online, it is important that you verify that the website you are using complies with the following characteristics:
    • Security lock on the URL address
    • Paypal or STRIPE as available payment method, which guarantees the site as being 100% secure
    Good recommendations on Facebook and Instagram from other clients.
  • What can you do if you don't have a PayPal account?
    Even if you don’t have a PayPal account, you can pay with this method and your purchase will be protected. PayPal allows you to make payments through your credit or debit card without the need to be registered in its system. When selecting your payment method with PayPal, two buttons will appear, a yellow one that will ask you to enter your PayPal account and a black button will also appear that says Debit or Credit Card. If you select that button it will appear immediately for you to enter your card details without creating an account. Paying with Stripe is completely secure and you don’t need to create an account.


  • How can I find out what size I need?
    So that you can choose and find the ideal size for you, check this table which shows the relationship between Mexican, American and European sizes. guia-de-tallas Considering that our lasts are wide; when having to choose between two sizes, ALWAYS CHOOSE THE SMALLER. In case our last is a little big or loose for you, the easiest thing is to try to use thicker socks, use some insoles (for sale in any supermarket or shoe repair shop) or use the heel cups that come as a gift in your box. We recommend you try this solution before requesting a change, to avoid the entire process and to be able to enjoy your purchase immediately. If they are still too big for you or feel uncomfortable, you can request your change according to our EXCHANGE POLICY.


  • How to keep my boots in perfect condition?
    1. How to clean KAVËLINA shoes
    • For leather sections, use a polishing sponge or microfiber cloth; WITHOUT adding any other substance.
    • For suede or suede sections, use a special product for this type of leather, a brush with very soft bristles, and even in some cases, a school eraser.
    • For the soles, use a small brush to gently scrub them with foamy water and a neutral soap or a mild detergent.
    1. Preferably, store your products in their original box to protect them from dust and moisture.
    2. Make sure to store your products in a place out of direct sunlight, as they can discolor over time.
    3. Avoid getting your products wet with water or any other cleaning liquid that is not indicated for the material it is made.
    We advise you to fill them with wrinkled paper or cardboard so they retain their original shape.

Do you still have questions?

If you still have questions or need more information, contact us today.