Frequently Asked Questions for Elegance Step

GENERAL INFORMATION

All of our products are designed with an eye for timeless sophistication and handmade with meticulous care by skilled artisans.

We provide a detailed size guide on our website to help you select the perfect fit for your foot. Please refer to this guide before placing your order to ensure optimal comfort.

Our collections are curated to reflect enduring elegance. We focus on creating distinct pieces, which means we rarely restock exact styles. Future collections may feature new interpretations of beloved designs.

Select items may be available for pre-order, which will be clearly marked on our product pages. While these items can be purchased immediately, their preparation and dispatch will follow the timeline specified on the product page.

For any questions or assistance, our dedicated customer care team is ready to help. You can reach us directly through the contact form on our website. We aim to respond to all inquiries within a few business days.

*Please direct any questions regarding your online order through our website contact form for the fastest and most accurate service, as our in-store teams have limited access to online order information.

ORDER INFORMATION

Once an order is confirmed and enters our fulfillment system, we cannot guarantee cancellation as we work swiftly to prepare items for dispatch. If you wish to return an item, you may do so in accordance with our exchange and return policy after delivery.

*If you need to request an immediate cancellation, please contact our customer care team as soon as possible via the website contact form. Please include ‘CANCELLATION’ and your order number in your message, and we will make every effort to assist.

After finalizing your order, we are unable to guarantee modifications such as adding or removing items. Our team works efficiently to process and pack orders from our daily queue. You are welcome to initiate a return for an unwanted item once it arrives, following our standard policy.

*For urgent requests regarding order edits, please contact our customer care team immediately via the website contact form. Use ‘ORDER EDIT’ and your order number in your message, and we will do our best to accommodate your request.

To ensure the fastest delivery, items in your order may be shipped from different locations. It is possible to receive packages on different days. If you believe a part of your order is missing, please contact our customer care team through our website with your order number and details of what you have received.

We take great pride in the quality of our handcrafted products. Should you believe you have received an item with a manufacturing fault, please initiate a return through our online portal, selecting the appropriate reason. For further assistance, you may contact our customer care team and provide clear images of the item and the concern for review.
*Please note that as all our goods are handmade, slight natural variations in materials and finish may occur, which we believe adds to the unique character of each piece. We encourage you to read all product details and care instructions before purchasing.

During checkout, you will find a field to enter any gift card or promotional code. Simply enter the code and click ‘Apply’ to see the discount reflected in your order total before proceeding.

Price adjustments may be considered on full-priced, unworn merchandise in its original packaging within a limited period from the date of purchase. This policy does not apply to sale, promotional, or discounted items. All credits will be issued to the original payment method used.

Every item undergoes a thorough quality inspection before leaving our care. On rare occasions, an order may be cancelled due to issues such as unforeseen inventory discrepancies or to ensure order security. If your order is cancelled, our customer care team will notify you and can provide further details upon request.

SHIPPING

Yes, we are delighted to offer international shipping, bringing our collection to a global audience. We partner with leading logistics providers to deliver your order securely and efficiently, with all applicable customs fees calculated and payable at checkout.

During checkout, you can select your country from the provided list to see available shipping options and any associated costs, including duties and taxes, for a seamless international shopping experience.

We strive to process and dispatch all orders promptly. You will receive a notification once your order is on its way. Delivery timelines may vary based on your location and destination.

An order confirmation is sent to your email immediately after purchase. A second email containing your tracking information will be sent once your order has been processed and handed to the delivery carrier.

*If you have not received a confirmation email, please first check your junk or spam folders. If you suspect an error with your email address, please contact our customer care team via the website for assistance.

Tracking details are provided via email once your package is in transit. Please allow a short period for the tracking status to activate. Note that if your order contains multiple items shipped separately, you may receive more than one tracking number.

If you cannot locate your delivered package, we recommend first checking all potential safe drop-off locations around your delivery address. For precise delivery details, please contact the delivery carrier directly, as they have the most specific information about the delivery attempt. Our team can also assist in liaising with the carrier if needed.

We ship orders to the address provided during checkout, as shown on your order confirmation. Please ensure this address is complete and accurate, including any necessary apartment or suite numbers, to prevent delivery delays.

*If you realize you have entered an incorrect shipping address immediately after placing your order, please contact our customer care team via the website without delay. Include ‘ADDRESS CHANGE’ and your order number, and we will attempt to update the details if the order has not yet been processed.

If a package is returned to us by the carrier due to failed delivery attempts or an incorrect address, our customer care team will reach out to you using the contact information provided with your order to arrange a solution.

If your tracking indicates a prolonged delay or your package appears lost after dispatch, please first contact the carrier for investigation. We are committed to helping resolve any shipping issues and will assist you throughout the process.

EXCHANGES & RETURNS

Purchases made online may be exchanged in accordance with our policy, provided the following conditions are met:

• The request is initiated within the specified period from the delivery date.
• All items are unworn, in perfect condition, and in their original packaging.
• The original proof of purchase is available.
  Please consult our full exchange and return policy on our website for complete details and instructions on how to proceed with a return by mail.

Credits for eligible returns are typically processed within a few business days after the return is received and inspected at our facility.

For specific step-by-step instructions on how to process an exchange or return, please refer to the detailed policy available on our website.