Frequently Asked Questions

If you have any further questions, please don’t hesitate to contact us.

What is your Returns/Exchange Policy?

We hope you love your footwear as much as we do! If you do want to return or exchange your item please e-mail us at sales@houseofelliotcollection.com as soon as possible and we will send you a returns/exchange form.

Please ensure your item arrives safely back to us within 14 days of receipt for UK returns and 28 days for international returns. You’ll need to use a trackable mail service with insurance and pay the postage charge. Please note that House of Elliot cannot be held responsible for any loss of your returned item.

We will offer a full refund minus delivery costs, to your original payment method, within 7 working days of receipt of the unworn returned item. Although we credit the payment back immediately please note that due to bank processing times it may take up to 14 working days for the refund to appear on your statement bank/credit card statement.

Sale items must be returned within 7 days of delivery. Sample and customised items are non-refundable.

Items must not be worn/used and should be returned in a perfect and unworn condition, without blemishes on the fabric, sole or lining. Only try them on in a soft carpeted area, as even wooden floors can cause damage & we are only able to exchange or refund goods in their original, perfect condition.

Please make sure you return them in the exact packaging (this includes the keepsake box) that you have received them in, otherwise we cannot accept the return/refund you.

We will do our best to find the best style and size for you but if you do require a different style or size we offer free exchanges to UK customers.

If an alternative style is required, please return your purchase to us. Exchanged shoes that are in stock will be sent out within 7 days of receipt of your original item, shoes that are out of stock can take up 10 weeks to make, please get in touch to confirm the stock of your preferred style and size.

Please contact us at sales@houseofelliotcollection.com if you need an international exchange.

 

International Returns Customers:

You may return your footwear/accessories to us within 28 days of receipt in its original condition & packaging and without any marks to the lace or soles. Please contact sales@houseofelliotcollection.com to arrange an international return and we will send you the required instructions on how to do this.

 

Please use a reputable shipping service which ensures that your parcel is tracked and insured as we cannot be held responsible for any loss or damage.

 

For returns outside of the UK & Europe, you must mark your package clearly with the words ‘BRITISH RETURNED GOODS’ on the outside of the parcel and on any paperwork you fill out with your chosen shipper. This ensures that UK customs authorities do not charge import duty. If these instructions are not followed the parcel will be returned to you by customs and you will be responsible for any additional postage costs or customs charges incurred. Please ensure you follow all instructions for returns on the paperwork we will provide you.

For complete peace of mind, we can arrange for our courier to collect your return parcel from you at a competitive rate. The cost will then be deducted from your return.

 

If you require an exchange of size or style, you are responsible for the cost of returning the item to us and will also be required to make an additional postage payment to cover the cost of the exchanged pair being sent out to you.

 

Please contact us at sales@houseofelliotcollection.com if you need any assistance with the above.

International Returns Customers

You may return your footwear/accessories to us within 28 days of receipt in its original condition & packaging and without any marks to the lace or soles. Please contact sales@houseofelliotcollection.com to arrange an international return and we will send you the required instructions on how to do this.

Please use a reputable shipping service which ensures that your parcel is tracked and insured as we cannot be held responsible for any loss or damage.

For returns outside of the UK & Europe, you must mark your package clearly with the words ‘BRITISH RETURNED GOODS’ on the outside of the parcel and on any paperwork you fill out with your chosen shipper. This ensures that UK customs authorities do not charge import duty. If these instructions are not followed the parcel will be returned to you by customs and you will be responsible for any additional postage costs or customs charges incurred. Please ensure you follow all instructions for returns on the paperwork we will provide you.

For complete peace of mind, we can arrange for our courier to collect your return parcel from you at a competitive rate. The cost will then be deducted from your return.

If you require an exchange of size or style, you are responsible for the cost of returning the item to us and will also be required to make an additional postage payment to cover the cost of the exchanged pair being sent out to you.

Please contact us at sales@houseofelliotcollection.com if you need any assistance with the above.

WHAT PEOPLE ARE SAYING

“A real statement shoe whilst still feeling feminine and beautiful”

~ Olivia, UK

“Words cannot describe how beautiful & comfortable these boots are”

~ Genesis, USA

“The best customer service I have ever experienced, and the boots… there are no words to describe the boots! Absolutely stunning, amazing, beautiful, perfect!”

~ Francis, New Zealand