Shipping & Returns

Shipping and returns  

 ** Please be aware when ordering knee-high Winter boots as these require a bigger box for delivery. In some cases, the delivery vans do not have room for the bigger boxes when collecting orders to be delivered, causing the order to be delayed by 1 working day.

If you have any queries regarding these issues, please contact customer services.

We use a number of delivery companies within the UK and the EU. Most of UK mainland orders are delivered within 3 business days after payment has cleared.

Delivery time to Scotland, Northern Ireland, and Ireland varies and may take up to 5 working days. Some orders may ship from multiple locations depending on which warehouse the item is located. 

All Shipping services take longer during weekends and public holiday.

We aim to have your order delivered within 2-3 working days. In the rare event that an item you have ordered is out of stock, we will contact you to discuss the matter. If the item is no longer available or the new revised delivery date is unsuitable, you will have the opportunity to cancel your order and receive a full refund or receive an alternative product.

All of our orders are dispatched boxes in their relevant branded packaging.

Returns

       
We try our best to take care of our customers, however, if for any reason you need to return your item, please read through this return policy guide for detailed information.

• We only accept refund request for items with quality issues. 
• For exchanging, we do not cover the shipping costs (send back to us and send replacement out) unless it's quality related issue. 
• All quality related returns/refund enquiry must be requested within 7 days of receipt of goods. Any requests made after 7 days will be accepted only at the discretion of ELSA SHOES LTD. 
• For any quality related issues, please take pictures and send to us, with detailed information. We will exam the issue case by case before accepting the return/refund request. Please do not send anything back to us until we confirmed your request. 
• We will exchange or refund items provided they are unworn and in resalable condition. 
• All goods send back to us (no-matter for return or exchange) must arrive with their original packaging and labels attached. Any items returned without their original boxes will not be accepted.

   
We carry out a quality check on all products before dispatch, in the unlikely event that you have to return an item as faulty, it will be subject to inspection. Items deemed to be subject to general wear and tear, will not be accepted as faulty.

Postage Refunds: We do not refund postage costs.

Exchanges: In order to exchange a product, you may be charged an admin fee this is to cover will costs of postage and packing. If the value of your replacement item differs from the original, we will either refund the difference or ask you to make payment for the difference.

       
We advise all customers to check items received carefully before removing any labels and before disposing of any packaging.

Any refunds authorised will be made within 30 days of the date of cancellation

   
Please note: You are responsible for the return of the item. We cannot accept responsibility for it until it has been delivered to us, so we do advise you get proof of postage and we would recommend you send the item ‘signed for’, or, ‘secure/special delivery’.

Shipping Rates

We are sorry that the shipping rate has increased recently from the courier side. All UK mainland area's shipping rate is £8.00 + VAT per box.

Due to the Brexit and covid-19, shipping cost to Norther Ireland and Republic of Ireland have increased dramatically. Please contact us for a quote before making a payment.