Shipping and Returns

Shipping

Our shipping method:

Your order will be shipped from Kuala Lumpur, Malaysia. Orders are sent via Malaysia Post, TNT or DHL, using either a Standard or Express post service, depending on the service selected at checkout.  All incoming parcels require a signature on delivery.  If you are not there to sign for your delivery, your local postal service will leave a collection slip for you to locate your parcel at your local post office. 

When are orders dispatched?

Orders will be dispatched within 1-2 days of receiving the order. If an order is received after midday on a Friday it will be processed the following Monday.  On dispatch of your order, you will be provided with a tracking number to allow you to track your delivery. 

What is the expected delivery time?

Standard shipping

For Malaysia and Singapore please allow up to 7 working days

Unfortunately due to the pandemic we are unable to use standard shipping for any other orders at this present time.

Courier shipping 

For Malaysia please allow 5 working days

For Singapore & Hong Kong please allow 12 working days

For Europe, UK, USA and Australia please allow 12 working days

Please note: the time frames specified above for shipping via standard and express means are to be used as a guide only. If your parcel exceeds these time frames, we cannot be held responsible for the delay.

All prices stipulated and payments made on this site are in the American Dollars currency.  Due to the pandemic, courier costs are much higher than usual.  The prices on our website are the best that we can currently offer.

Returns

Our return process:

Please email us within 14 days of receiving your shoes via hello@elomashoes.com to discuss your return. Please include your original order number and the reason for the return. We will then provide you with all the details you need to get the return processed. 

We strongly recommend using a traceable/signed for postal service to return the shoes as we will not be held responsible or accountable for the loss of any items being returned. 

The shoes must be returned in original condition, being unworn and unmarked. We reserve the right to deny any shoes for return that do not meet this standard.  

We do not cover postage costs if you want to return your order. These costs are your responsibility. 

We kindly ask that you properly consult our sizing guide prior to purchasing to avoid any sizing issues upon receipt. We will not be held responsible for any incorrect sizing purchases. 

 

Our refund policy:

We will happily offer a refund for any return requests received by email within 14 days of receiving your shoes, and a further 21 days for the shoes to be returned to us. Any shipping costs incurred by you when returning shoes are to be covered by you and are non-refundable. The refund will be for the cost of the shoes only, the postage and packaging fee paid on order is non-refundable. 

On the rare occasion that your shoes are faulty beyond repair or if an alternate size is unavailable for exchange, we will offer a refund.  We will assess the fault upon return of the shoes and reserve the right to repair or replace, before offering a refund. You will be compensated for any shipping costs incurred in returning shoes that are deemed to be faulty. 

Our exchange policy:

We will happily accept an exchange for incorrect sizing, however not due to you changing your mind about the style.  Given this, we ask that you please choose the style carefully before purchasing. The shipping costs incurred in returning the shoes to us and in the re-posting of the replacement shoes are to be covered by you.

 

Things to note:

International orders may be subject to customs charges and clearance procedures which may cause delays and exceed originally stated delivery estimates. Any duties, foreign taxes or other fees enforced by customs departments will be the responsibility of the customer. Please contact your local customs office for further information regarding this.

 

For more information:

We want to make sure you love your Eloma Shoes, so any questions you may have about anything Eloma related please email us at hello@elomashoes.com

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