If you have recently placed an order, please check your spam/junk folder. Most confirmation emails will be automatically sent as soon as you have placed an order, however sometimes you may experience a slight delay. In this case, please allow up to 12 hours for your confirmation email to come through.

If you have placed your order and have received your confirmation email, your order should be on its way to you very soon. Please log into your account to check your tracking information. if you have placed your order on a weekend or a public national holiday you order might experience slight delays, dependant on the postal services/couriers. If you are an international customer, please allow up to 14 working days for your delivery.

UK:

Standard delivery Royal mail £2.95
Next working day DPD £4.50
Saturday DPD £7.95

EU:Standard delivery £15.00

Worldwide:Standard delivery £25.00

If you are using a promotional code please check the dates in which the code is valid to and from. All promotional codes are case sensitive so please ensure the code is typed in correctly. Please note all promotional codes are only valid for one use and do not apply to sale items. All promotional codes are not to be used in conjunction with any other codes.

You would have received a Packing slip/Return form inside your package, if you have misplaced this please return the shoes back to us with a note with your name, order number and your reason for return (exchange or refund). Our return address is

Ella shoes Ltd, Unit 6 Tarde City, Ashton Road, Romford, Essex, RM3 8UJ.

If you have received a wrong or faulty item, please provide images of the product you have received within 7 days of receiving your delivery and submit your enquiry here. If you fail to notify us within 7 days of receiving your order, we cannot guarantee a full refund for you order.

If you are sending an item back to us, please make sure you obtain your proof of delivery. Once we have received your item, your refund will be processed within 7-10 working days. once we have processed your refund, you will receive a confirmation email. If you have any further questions in regards to your refund please clickhere.

Before you place an order please check that you have entered the correct address and product information before you check out. Once your order has been received and you have your confirmation email we cannot guarantee that your order can be changed. If you would like to make amendments to your order please email us, our team will try their best to help you amend your order. If your order has already been processed, you will be unable to make any changes to your order. please note that if you have submitted any incorrect delivery details you will be responsible for the cost of the redelivery of your order, should you request this.

If you are having trouble with signing into your account, please let our team know by submitting an enquiry here.

if you would like to subscribe to our newsletter, you can receive 15% off your first order, as well as staying up to date with our latest styles and get exclusive discounts. if you have recently signed up to our newsletter and you are waiting for your confirmation email, please ensure you have checked your spam/junk folder. if you have still not received your confirmation email please contact us here.

if you would like to change your address or any personal details, you can manage all of your account information by logging in your account here.