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Privacy & Cookie Policy

Ella Shoes Limited is committed to protecting your privacy. This Privacy Policy explains our data processing practices and your options regarding the ways in which your personal data is used. If you have any requests concerning your personal information or any queries with regard to our processing please contact us at info@ellashoes.com.

Information collected
Ella Shoes collects the details provided by you on registration together with information we learn about you from your use of our service and your visits to our web site and other sites accessible from them. We also collect information about the transactions you undertake including details of payment cards used.

We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback or completing profile forms. We also monitor customer traffic patterns and site use which enables us to improve the service we provide.

Use of your information and your preferences
We will use your information to provide and personalise our service and to detect and prevent fraud. We will also use your contact details to communicate with you. We may use your information to send you offers and news about Ella products and services or those of other carefully selected companies which we think may be of interest to you. We may contact you by post, email, telephone or fax for these purposes.

We like to hear your views to help us improve our service. From time to time, we may contact you by post, email, telephone or fax to ask your opinions.

We may use your information to verify your identity and prevent or detect fraud. In performing these checks your information may be disclosed to credit reference agencies, who may keep a record of that information. This is not a credit check and your credit rating will be unaffected.

Please note that there may be instances where it may be necessary for us to communicate with you, in any event, for administrative or operational reasons relating to our service.

Disclosures of your information
We will never pass your personal information to anyone else, except where we are required or permitted to do so by law, for any successors in title to our business and suppliers that process information on our behalf both in the UK and abroad. We may also use and disclose information in aggregate (so that no individual customers are identified) for marketing and strategic development purposes.

Other web sites
Our web site may contain links to other web sites which are outside our control and are not covered by this Privacy Policy. If you access other sites using the links provided, the operators of these sites may collect information from you which will be used by them in accordance with their privacy policy, which may differ from ours.

NOT HAPPY WITH YOUR PURCHASE? NO PROBLEM

If you change your mind about a product or find the size isn't quite right, you can
return it to us. We are happy to accept returns that are requested within 14
days of delivery for all items.

Refund Policy

We can only accept returns logged with us via the portal within 14 days from
the day you receive your order. Any items over the returns policy will be
returned back to you and charged.

•    Items must be returned to us in an unworn condition, deemed fit for resale with tags still attached. Any parcels returned that do not follow this will be returned back to you and charged. Please do not use any cellotape on the packaging.

•    Please be very careful when trying products on. Please ensure not to scratch the soles as we will not be able to arrange a refund for any item returned to us with any marks or scuffs. We welcome and advise you try on indoors for comfort and fit before wearing outside.

•  Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. For any faulty items we would need to be made aware on receiving your parcel & before you have removed any tags - please send images to hello@ellashoes.com so we can assist you.

 

Refunds on the product will be credited to your original method of payment. If you need
any help please email us at hello@ellashoes.com 

 

HOW DO I RETURN MY ITEMS (UK)


1. Please Select your preferred courier from the below options.

RoyalMail

DPD

2. Enter your Order no. & Email

3. Select the items you’d like to return and why.

4. You will responsible for booking in your own return shipping via our easy-to-use
returns portal. The amount of £3.00 (UK only) will be deducted from your
refund.

5. Please include either your return packing slip or a note with your name,
order number and requirements so we know if require an exchange or a refund.

Your return will be processed within 7 working days of it arriving back at our
warehouse. (We ask you to track your own parcel & please do not email to
chase your return before the timeframe outlined above.)



EXTENDED CHRISTMAS RETURNS


Any orders purchased between Thursday 18th November 2025 and Wednesday 25th
December 2025 can be returned up until, and including Monday 12th January 2026
for a full refund back to your original payment method.

 

You can always contact us for any return question at hello@ellashoes.com.