Returns and Refunds
You have 30 days from receiving your item to request a return.
To be eligible for a return, the item must be returned in the same condition as received, unworn, and in its original packaging. Returns will not be accepted for items with signs of use or damaged soles.
All returned products will be subject to quality inspection: we reserve the right to refuse a refund in the event of non-conformity.
The customer is responsible for the accuracy of the information provided during the order process (address, shipping address, size, etc.). In the event of non-delivery due to an incorrect address or the recipient's unreachability, shipping and return costs will not be refunded.
To request a return, you can log in to your reserved customer area and fill out the form. For size changes and exchanges, contact us at info@elata.it.
If your return is accepted, we'll send you a shipping label. Items returned without first initiating a return will not be accepted.
Once the return is approved, the customer has 5 business days to ship the item. After this time, the label will be canceled and the return will no longer be valid.
Please note that a €10 return shipping fee will be deducted from your refund total.
DAMAGES AND POSSIBLE PROBLEMS
Please inspect your order upon receipt and contact us immediately if the item is damaged or if you receive the wrong item so we can evaluate the problem and resolve it.
ITEMS NOT SUITABLE FOR RETURN
Unfortunately, we cannot accept returns on gift cards.
CHANGES AND SUBSTITUTIONS
Size changes and model replacements can only be made if the returned model is not damaged or visibly worn.
Size and model exchanges are valid only once. If you require a further exchange, you will need to return the entire product and place a new order. When exchanging an item, any price difference between the items being exchanged will be considered for a refund or a full refund.
The evaluation takes into account any discount codes applied and any shipping costs. (E.g., Maria purchased a model with free shipping and wants to exchange it for a new model with additional shipping costs.) The evaluation of the price difference will take into account the cost of the model plus shipping and any applicable promotions.
Ex. 2. First order cost €169.00 (free shipping) replaced with an order costing €147.00 (+€10 shipping). The difference to be refunded will be calculated as follows: €169.00 – €157.00 (€147 + €10 shipping) = €12 (amount we will refund to the payment method indicated upon confirmation of acceptance of the new replaced model).
In the case of model replacement, the new pair of shoes to be replaced is shipped when the previously purchased model has been received and the amount refunded, if applicable.
Any customs fees (outside the EU), costs, and risks associated with individually arranged shipments waiving the instructions provided are the responsibility of the customer. (Applicable to size exchanges, model replacements, and full order returns) In the event of a full or partial return of the item, a €10* fee will be deducted from the refund amount to cover the costs of collection shipping. Any shipping costs are excluded from the item refund (carts under €160).
Privately requested customizations and custom-made models not available in the shop are not subject to return, as previously communicated in the pre-order consultation.
COLLECTION INSTRUCTIONS
- Pack the shoes in the original box and place each shoe in its own plastic bag to prevent damage during transport.
- Insert the receipt in the box if it is a total return or model replacement (no size exchange)
- Place the box in a corrugated cardboard shipping box and seal the openings with tape.
- Attach the shipping label sent by email to the package, making sure it cannot become detached during transport and that the information is clearly visible to the courier.
REFUNDS
We'll notify you once we've received and inspected your return and let you know if your refund has been approved. If approved, you'll be automatically refunded to your original payment method. It may take some time for your bank to process the refund.
