We’ve taken some time to provide answers to the most commonly asked questions below. If you don’t find what you’re looking for, we’re always available and want you to reach out—day or night—with any questions you may have.
FAQs We’ve taken some time to provide answers to the most commonly asked questions below. If you don’t find what you’re looking for, we’re always available and want you to reach out—day or night—with any questions you may have.


Where and when were you founded? arrow down

M.Gemi was founded in March of 2015 with primary offices in Florence, Italy, Boston, Massachusetts, and New York City, New York.

What is the brand all about? arrow down

We believe in the magic of Italian craftsmanship and we’re here to share that with our customers in a modern and innovative way. We deliver impeccably-made, modern designs for every occasion. We put you first—through elevated service and personal (read: human) interaction.

How do you pronounce your name? arrow down

No worries—we get this a lot. It’s pronounced em (like the letter) je-mee.

Where does the name M.Gemi come from? arrow down

Our name is inspired by our co-founder, Maria Gangemi, a devotee to the art of fine Italian shoemaking and the artisans who practice it. Growing up in Sicily, Maria would stop by the nearby shops every week to see what new shoes the local artisans had made by hand, just a few pairs at a time, with stunning attention to detail. That’s where her passion for Italian craftsmanship began and where our story begins.

Where are your products made? arrow down

Over the years, we have fostered close relationships with the best specialty workshops all over Italy, seeking out specialists in moccasins, pumps, loafers, belts, and more. Campania, Marche, Napoli, Toscana—these are just a few of the places where we’ve found expert artisans to create M.Gemi products. Our offerings are not just assembled in Italy, but sourced, patterned, lasted, stitched, and finished there. A real person, someone passionate and trained, has contributed to the making of every pair, which includes hand-sewn uppers, hand-painted edges, hand-cut leather, and lots of love, of course.

Design & Craftsmanship

What is your design philosophy? arrow down

We design for the modern woman and man. From wardrobe essentials to more on-trend pieces, we have something for everyone and every occasion. Our close relationship with our customers allows us to create the exact designs you are looking for.

What materials do you use? arrow down

When it comes to sourcing our materials, we focus on beauty, quality, and comfort. We frequent the top luxury trade shows in Italy to select exclusive-to-us materials, new treatments, and innovative design elements, like Naplak leather, water-resistant nubuck, textured saffiano and more. We're proud to work with the Leather Working Group (LWG) to source responsible leather and offer a product that you can feel good about.

Fit & Sizing

What do I need to know about fit? arrow down

We use Italian sizing which is more exact than U.S. sizing. Our teams in Italy, Boston, and New York extensively wear-test every pair to ensure comfort and to provide real-life feedback on fit. You’ll find our fit notes on every product details page based on their feedback and each specific design (for example, some of our loafers start out snug but are designed to stretch out for a custom fit). Fit is also a matter of preference. If you have any doubts or are in between sizes, please feel free to text us at 781.836.4364—we’re happy to help.

What about your belts? arrow down

Your belt size corresponds to your pants size; just add two inches. If you are a 34 waist, you would order a size 36 belt. (And though we do not presently offer belts for women, we know a few who love our men’s belts).

Shipping & Returns

What is your shipping policy? arrow down

M.Gemi offers complimentary standard shipping for Cliente Rewards members on U.S. orders. We ship to Alaska and Hawaii with Second Day Air (with a surcharge).

What are your shipping options? arrow down

Cliente Rewards: Free. Arrives in 3-6 business days.
Standard: $8. Arrives in 3-6 business days.
2nd-Day Air: $20. Arrives within 2 business days.
Next-Day Air: $30. Arrives next business day.

How do I join Cliente Rewards for free shipping? arrow down

Sign up for an account here—it's free to join and members receive free shipping, always.

How soon will my M.Gemi purchase arrive? arrow down

During the ordering process, we will inform you of the estimated time required for delivery, based on the form of delivery selected and the shipping destination. Cliente Rewards Free Shipping and Standard Shipping orders are estimated to arrive within an estimated 3-6 business days after the package has shipped.

What is the return policy? arrow down

Exchanges and returns are available for eligible items in their original, unworn condition within 14 days of delivery. Sale items are returnable for store credit only, unless they fall under the small number of heavily discounted items marked Final Sale.
We are happy to offer free exchanges for eligible items.
We offer two refund options for returns on eligible items:
Free return for store credit via an M.Gemi gift card.
Return for a refund to your original payment method, with an $8 fee deducted to cover the costs of restocking and shipping.
Please be aware that our warehouse photographs any return that has imperfections, including manufacturing quality, scratches and other markings, and the appearance of being worn. Returns deemed worn are assessed on a case-by-case basis and may result in no refund to original payment, full or partial store credit, or M.Gemi returning the shoes to the client. If you have any questions about the condition of your return, please email assistant@mgemi.com. If you receive a shoe with quality imperfections, please email us within 48 hours of receiving the shoes.
You can initiate a return or exchange by visiting mgemi.loopreturns.com Once you visit our online returns portal you will receive instructions on how to complete your return or exchange.

How can I cancel my order? arrow down

As long as it has not yet shipped, we can cancel your order—just email us at assistant@mgemi.com. If you are in the U.S., you can also text us at 781.836.4364. However, we try to send orders along quickly, so it is not always possible to cancel your order. Shipping and returns are free, and we will make it simple and easy to make sure you get exactly—and only—what you want.

When can I expect my refund? arrow down

After your item is received and inspected, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment. Depending on your credit card company, it may take an additional 2-10 business days after your credit is applied to post to your account. If you provided your email address, we will keep you informed of when we receive and process your return. Please note, Before They Go and/or sale returns will be credited in the form of an M.Gemi eGift Card. Items marked as Final Sale cannot be returned.

When can I expect my exchange item to arrive? arrow down

Exchange items are shipped as soon as the return item is in the mail. Please note we cannot guarantee inventory for exchange items until the corresponding return is sent back. In order to minimize the chance of your exchange item selling out prior to shipment, we encourage you to send back returns as quickly as possible.

Do you ship outside the U.S.? arrow down

At this time, we do not ship outside the U.S.

What forms of payment do you accept? arrow down

We accept all major credit cards, Apple Pay, PayPal, Klarna, Google Pay, and M.Gemi Gift Cards and eGift Cards as payment.

Why am I being charged tax? arrow down

M.Gemi collects sales taxes where required by law. In instances where M.Gemi is not required to collect taxes, clients are responsible for determining and paying sales taxes on their own. Each state’s tax laws specify what purchases are subject to sales tax. For more information please refer to our Tax Policy.

Product Care

How should I care for my M.Gemi shoes? arrow down

Luxury shoes can last a lifetime if they are well taken care of. One simple step is to store your shoes in the dust bag that arrives with each pair—this will keep them away from direct sunlight and dust.

How can I care for my heels? arrow down

Get friendly with your local cobbler and ask them to add a rubber tip to the leather sole and replace the heel tap once it shows signs of wear.

How do I clean my M.Gemi products?

For leather: arrow down

To buff out light wear and to shine the leather, use a neutral shoe cream and a clean, soft cloth. Patent leather: To buff out light wear,  use a patent leather cleaner and a clean, soft cloth. Suede: Protect your shoes by spraying them with a water-repellant spray. To clean and remove light scuff marks, gently sweep with a dry suede shampoo brush after wearing (for more prominent marks, use a suede eraser).

Do you suggest any particular brand of care products? arrow down

While we don’t suggest any one particular brand of shoe care products, make sure to ask your cobbler. They’ll be able to let you know what products work best for them (and for your shoes!).

My shoes are a bit snug, will they break in? arrow down

Your M.Gemi shoes will mold to the width of your foot with every wear. The amount of breaking in varies by material, as well as style. Make sure to read the fit tips on each product page as different styles may require going up or down a half size for proper fit.

What’s the best care for a point-toe shoe? arrow down

Our point-toe shoes, like all of our shoes, are made of authentic, very high-quality leather. Unlike synthetic materials, this leather will naturally show wear. In order to preserve your point toes, we suggest bringing them to your cobbler before their first wear (some shoe aficionados like to do this for all shoe types). Everyone walks a bit differently, and your cobbler can help best protect your shoes from everyday wear. If you plan on walking in your point toes often, we suggest having a cobbler place rubber tabs on the toe tips.

Why are the soles of my shoes a bit slippery? arrow down

Most M.Gemi shoes feature all-leather soles (some styles come with a rubber insert for traction and added durability). It’s a hallmark of luxury footwear and we love the beauty of our leather soles—each one is different and will wear in uniquely. Because of the all-leather sole,  initial wear may be slightly slippery but will disappear quickly as the sole starts to wear. If preferred, your cobbler can place a thin rubber sole on your M.Gemi shoes—this helps keep them from slipping and extends the life of the leather sole underneath.

Limited Quantities, Limited-Edition

The shoes I want are sold out! Is there anything I can do? arrow down

As shoe lovers who understand the value of the perfect pair, we feel for you. Our shoes disappear quickly because we offer our styles in small batches (due to the craftsmanship involved) and for a limited time, so we can continually offer something new. (This model also ensures that no excess materials end up in landfills.) M.Gemi customers become adept at securing what they want—they know that new women’s styles arrive often and men’s styles change with the seasons. They know to secure favorites quickly, and that our free shipping and returns allow them to go ahead and purchase without risk. Now that you know these tips, we hope you get exactly what you want the next time.

What is the waitlist? arrow down

The waitlist is the best possible way to obtain a sold-out shoe. It’s easy—we just need an email address so we can contact you. If the shoe becomes available, you will be personally notified, granting you first access to purchase the shoe you missed. The waitlist is based on returns or specially-placed orders, so there is no guarantee that it will come back in stock.

Cliente Rewards

What is Cliente Rewards? arrow down

Cliente Rewards is our first ever loyalty program!
Cliente Rewards members receive benefits like free shipping and returns (always!), as well as points for every time you shop (that translate into dollars), exclusive access to sales, special surprises, and more—all just by signing up.

Is Cliente Rewards free to join? arrow down

Yes! Cliente Rewards is free to join. Just sign up for an account here, and you're in!

Will I receive free shipping and returns with Cliente Rewards? arrow down

Yes! Standard shipping and returns are always free for Cliente Rewards members.

How do I earn points? arrow down

Earn points for every $1 spent, referring friends, signing up for SMS, following M.Gemi on social, and more!

How do I redeem rewards? arrow down

We have two ways to redeem, once you reach a minimum of 300 points, or $15:
1. Redeem your points for a reward voucher on the Cliente Rewards page, then copy and paste the code generated into the "Discount Code" box in checkout. Points can be redeemed for rewards in increments of $15 (300 points), $20 (400 points), $30 (600 points), or $50 (1,000 points). Please note only one voucher can be used per order, and cannot be combined with other offers. Once you redeem your points for a voucher, they cannot be used towards redeeming a larger voucher, nor applied via the points slider so we suggest you wait to redeem until you're ready to check out. Unused vouchers can be found on the Cliente Rewards page for future use under the "Rewards" section.
2. Redeem your points for any amount (starting at 300 points, or $15) via a points slider directly in checkout. If you would like to apply all of your rewards at once via the points slider, do not redeem individual certificates on the rewards page—at checkout you will be presented with the slider option. If you do not see the slider option at checkout, please make sure you are logged in to your account and not in Shop Pay. If you see a purple icon that says Shop Pay at the top of the checkout page, select "Check out as guest" and you will be brought to the M.Gemi checkout experience where you can login and redeem your rewards.
Rewards can not be applied to past purchases or combined with any other offers.

Can I refer a friend and receive benefits? arrow down

Yes! If you refer a friend, you both earn $50 (1,000 points) upon their first purchase—it’s as easy as that!

Do my rewards expire? arrow down

Your rewards expire if you have not made a purchase in 12 months.

How long does it take for points to appear in my account? arrow down

21 days after your purchase, or immediately after completing Cliente Rewards activities.

Where can I see my rewards, points, and tier? arrow down

Sign in to your M.Gemi account and visit the Client Rewards page.

Registration, Email Subscriptions, & Login

I can’t log in, can you help? arrow down

It happens to all of us. You can reset your password by going to your Account. When prompted to sign in, select “forgot your password” to continue. We’re here to help. Please feel free to text us at 781.836.4364 or chat.

Help! I’m not receiving my M.Gemi emails. arrow down

Not receiving your emails? It’s possible that your email carrier isn’t recognizing our address, so it may be as simple as adding us to your address book. We’re also happy to help you unsubscribe. You can text us at 781.836.4364 for help or just click the "Unsubscribe" button at the bottom of any M.Gemi email.


Can I give shoes as a gift? What if they don’t fit? arrow down

We happen to think shoes make an amazing gift. Our shoebox makes for an impressive presentation, and it’s simple to fill out a gift message when you check out. If you know your giftee’s M.Gemi size, the fit is easy—we fit test every shoe and provide extensive details on how each style runs to make sure you get the best fit (you can find this information below the section where you choose the color and size of the shoe you want). If you get the size wrong, no worries: returns are free and simple. And of course, a gift card is always well received.

Tell me about gift cards? arrow down

We offer M.Gemi Gift Cards (and eGift Cards) in denominations between $50 and $1,000.

How do I redeem my gift card? arrow down

Got an M.Gemi gift card? Lucky you! It’s easy to redeem and start  shopping. Simply pick out something you love, then input the gift card  number during checkout.