Terms & Conditions
Ordering Process
Prices
Prices throughout the website are quoted in Pounds Sterling and payment can only be accepted in Pounds Sterling. The current rate of VAT is to be applied on all products, subject to normal international exemption rules. Delivery costs will also be added to the total price of goods.
We have taken great care to ensure that the website is updated as often as possible. Products/shades/and prices are subject to change at any time. However, we will endeavour to inform you prior to dispatch of any price changes.
Whilst every effort has been made to ensure that services, product and prices are accurate and clearly detailed, Ella Shoes Ltd accept no liability for any errors or omissions.
Payment is on a pro-forma basis (which means we must receive cleared payment before we dispatch your order), by credit or debit card via PayPal, bank transfer, or cheque. If you are paying via bank transfer you will need to call us for us to provide the relevant details. Cheques are to be made payable to "Ella Shoes Ltd".
For delivery in U.K we aim to dispatch your goods within 24 hours of your order being made (excluding Sat/Sun). Orders sent are shipped via ‘TNT' and will require a signature upon arrival. Orders will be only shipped to your shipping address you have provided when placing your order.
We make every effort to ensure all goods are dispatched in excellent condition. However, should there be a problem or fault with any of our goods please notify us straight away either by telephone or email.
We take pride in the quality of our products and strive to ensure that each item meets our highest standards. As part of our commitment to customer satisfaction, we offer a 90-day warranty from the date of delivery on all our products.
In the unlikely event that your item develops a fault within this timeframe, please don't hesitate to contact us. We are here to assist you and will happily offer either a refund or an exchange for the faulty item.
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.
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.