- How can I be sure that my order has been processed correctly?
Thank you for buying from Ele Handmade Shoes! Shortly after your purchase, you will receive a confirmation email including your order number and a summary of the products purchased.
If you have not received the confirmation email for your order 24 hours after making the purchase, most frequently the reason is that there has been an error in the email address you provided or the mail ended into the spam folder. If the email is not in the spam folder, please contact me, I will be happy to help!
Please note that your shoes are made to order so they will be shipped in approx 20 business days after purchase. As soon as your order is shipped, you will receive a notification email, along with the tracking information.
- How can I use a promo code?
You can enter the promo code (make sure to write it exactly as it appears) before confirming the order and making the payment. Only one promo code can be used at a time.
The codes will not apply to products on sale, unless otherwise specified.
- I have a problem with my order, what can I do?
If you have any issue with the following: order status, changes in delivery address, errors when placing the order, erroneous products, etc., please contact me so I can help you.
If the change is about size, style or color and it´s requested before I started to craft the shoes, it´s possible to modify it and it´s free of charge.
If the change of style, size or color is requested once I´ll already started to craft your shoes, sorry, it can´t be accepted.
If the change is about address and it´s requested before your order has shipped, it is possible to make a change in the delivery address.
Please note that, once your package has been shipped via Correos España (free shipping option) the address cannot be changed.
If your parcel has been shipped via Express Couriers, changing the address may be possible and, in case it is, it has a cost of 20 euros.
SIZING AND CARE
- Do Ele's shoes fit true to size?
These soft and comfortable shoes run a bit small, having the right size is key to enjoy them the most, in order to have a perfect fit, the best is to follow my sizing instructions.
Feel free to contact me if you have some doubts about, I´m here for you!
- how can I can take care of my eles?
I suggest to keep your shoes secured in your closet when outside is raining but, in the case they will get wet, shoes should be dried slowly in a natural environment, I suggest to avoid quick drying as it may damage the leather.
Check all of the tips on product care page!
- What kind of payment do you accept?
You can pay for your order via:
– Credit/Debit Card ( Visa, Mastercard, Maestro ) via Stripe
– Credit/Debit Card ( Visa, Mastercard, Maestro )
– If you live in Europe you can pay via bank transfer, please, send me a message and I´ll send along all of the details!
Transactions on this website are handled by a secure payment platforms managed by our partner REDSYS, STRIPE and PAYPAL. Any payments you make on this site are totally secure.
All of the transactions are in Euros.
Prices can be also shown in US$, these prices are linked to the fluctuation of the currencies euros/USD$ and updated daily.
If your payment wasn’t successful and you cannot complete your purchase, please contact me, I´ll be delighted to help you.
Can I pay via bank transfer?
If you live in Europe you can pay via bank transfer, please, send me a message and I´ll send along all of the details!
- Do you ship to my country?
Sure! I do ship worldwide!
Standard shipping is via Correos Spain, a registered service which includes tracking number and signature on delivery.
This has a delivery estimate of :
- 2-3 working days for Spain
- 7-10 working days for Europe
- 10-20 working days for everywhere else
Upgraded shipping can be DHL, UPS, TNT or Starpack Express, it depends where you live.
All of these couriers offer registered service which includes tracking number and signature on delivery. This has a delivery estimate of :
- 1-2 working days for Europe
- 2-3 working days for everywhere else.
Express shipping prices varie depending to the destination, the easiest way to find out the exact cost of shipping is to simulate a purchase on our website.
Both shipping methods, standard or express, are not insured.
If you wish to insure your shoes, please, specify it on “order note” at checking out or contact me to know the insurance rates.
- My package is taking long time to arrive, what can I do?
Occasionally, some orders are delayed at customs, which increases the delivery time; if your parcel was shipped via Correos (Standard shipping) you can contact your local post office and ask for some info providing them the parcel tracking number.
If you upgraded your shipping you can contact the shipping courier office in your country and provide your tracking number, they will help you.
- How can I track my order?
Access your shipping confirmation email to track your package and check delivery status. There should be a link in the email that will redirect you to the carrier website, where you can get an updated status of your order.
- Custom fees?
Your parcel may occasionally be retained at customs upon arrival in your country and the payment of duties and taxes may be requested. As seller, I can´t be responsible for the payment of these costs.
RETURNS AND EXCHANGES
- What is your return policy?
I want you to be delighted with your new shoes, however, if for any reason, there is a problem with your purchase, please contact me at the earliest opportunity so I can put things right.
Because of the nature of these goods, the following items can´t be returned/exchanged:
- Custom or personalized orders
- Made to order goods / shoes / accessories
With the exception of the shoes on sale, all of my shoes are made to order, I craft the shoes only upon request and these will be made especially and only for you so, unless I send a different size/color to the one you’ve ordered, I can’t accept return or refund made to order shoes.
I kindly invite you not to use generic size charts, but to follow my sizing instruction before your purchase, if you have some doubts or you need advice on sizing, feel free to contact me, I´ll be happy to help!
- I purchased the wrong size, can I exchange my shoes for a different size?
Your shoes were made exclusively and especially for you, I don’t have a stock of shoes, I only craft shoes upon customer’s request so your shoes can’t be exchanged for a different size.
- Are the colors pictured accurate?
I do my very best to show the colors as beautifully as they appear on real, however, please consider that the settings of each monitors are different, it means that colors may differ slightly from the picture you see on your screen.
Please, also keep in mind that leather is a natural material, colors always vary from one to another stock.
If you are uncertain about colors, please, consider contacting me to have a color swatch, so you’ll be sure you’ll get the hue you really want.
- Can I cancel my order?
Yes, you can request a cancellation within 24 hours of purchase.