Shipping and Returns FAQs
If you have a question about the quality of our shoes, how to order, payment methods or shipping and returns, chances are you’ll find everything
you’re looking for below. If your question is still unanswered, please don’t hesitate to get in touch with the team.
Shipping
How much is shipping?
In the UK, our standard shipping method is £9 and 1 to 3 business days. Our express delivery is £11 and your shoes will be delivered the next working day. Sadly, we cannot offer express shipping on international orders. The shipping times for international orders are dependent on the country you are getting your items delivered to. Please check the DHL International shipping rates at the bottom of the page.
Where do you deliver?
Eleanor Wellesley delivers all around the UK and Internationally.
How long does shipping take?
After you have ordered your Eleanor Wellesley shoes and have received confirmation from
our warehouse that your order is ready to be dispatched, delivery will take 1- working days if you have selected standard shipping, next working day for Express delivery and 5-7 working days for International delivery.
UK orders placed before 1pm will usually be delivered on the next working day.
The account we use to send DPD and DHL parcels is called TU PACK LTD so your SMS or email will read “We’ll deliver your TU PACK LDT parcel”.
How do I track my order?
When your order has been dispatched from our warehouse and is with your selected shipping provider, you will receive an email confirmation. That email confirmation will contain a tracking number that you can input directly into
either the DPD site (for UK shipments) or the DHL site (for international shipments) and receive live updates of your
order.
https://track.dpd.co.uk/
https://track.dhlparcel.co.uk/
My order arrived damaged, what do I do?
In the unfortunate event that
your order arrives damaged, please contact us directly at customercare@eleanorwellesley.com. In your email, include your order number and DPD or DHL tracking number and we will try to resolve the issue as
soon as possible.
Do I have to pay customs and taxes on International orders?
If you are based outside of
the UK and have ordered a pair of our shoes, you will have to pay import taxes. DHL makes this nice and simple though by texting/emailing you a notification and sending you a link so you can pay the fee.
Can I nominate my delivery day?
This isn’t a shipping service
we are providing at the moment, however we’re looking into it!
I haven’t received my order yet, what do I do?
If you haven’t received your
order within the expected time frames outlined above, then please check your tracking number with DPD or DHL directly (found in your shipping confirmation email). You can also send us an email at customercare@eleanorwellesley.com and we can track your order for you.
Can I change my delivery address after the order is placed?
Once the order has been placed
and dispatched, unfortunately we will not be able to change the delivery address.
Returns Can I return my shoes and get a full refund?
Of course! Provided they are
still in brand new condition with the original packaging, you have 14 days to return your order and will be issued a full refund once they have been received
back at our warehouse.
Please note that any scuff
marks or sole indentations will be considered as damage, so please be mindful of where you’re trying on your Eleanor Wellesley shoes to avoid disappointment.
Are returns free?
The cost of returning your
shoes is deducted from your refund amount, as sadly we can’t offer free returns at this stage. However, if you wish to exchange a product for another size or colour, this service is free. Just go to our site, and email customercare@eleanorwellesley.com with your order
confirmation number in the subject line. If your return is accepted, we’ll send
you instructions on how and where to send your package. Items sent back to us
without first requesting a return will not be accepted or refunded.
How long does a refund take to be issued?
Once you have sent your shoes
back to our warehouse and they have been reviewed and checked in by our team,
your refund will be issued shortly after. This can take up to 10 working days
before it appears in your bank account.
General
The shoes I want are out of stock, when will I be able to
purchase them?
In order for our business
to be more sustainable, we only manufacture and stock a limited number of shoes at a time. Our reorder cycles generally take a few months, but if you sign up
to an email notification, we can make sure you’re first in the know when our new batch comes in.
Do they fit true to size?
Yes, Eleanor Wellesley shoes fit true to size. However, if you normally wear a half size then go a size up. If you’re struggling to convert UK shoe sizes to European, click the link below to be taken to our size guide.
International delivery costing
. Ireland(IE) = £25
. Germany(DE) = £30
. France(FR) = £30
. Spain(ES) = £30
. Portugal(PT) = £30
. Italy(IT) = £30
. Sweden(SE) = £30
. Czechia(CZ) = £30
. Poland(PL) = £30
. Greece(GR) = £30
. Romania(RO) = £30
. Israel(IL) = £40
. Switzerland(CH) = £40
. Iceland(IS) = £40
. Norway(NO) = £40
. Turkey(TR) = £40
. USA = £30
. Canada(CA) = £40
. Mexico(MX) = £40
. Ukraine(UA) = £40
. China(CN) = £45
. New Zealand(NZ) = £45
. Thailand(TH) = £45
. Saudi Arabia = £50
. Brazil(BR) = £60
. Argentia(AR) = £60
. Egypt(EG) = £60
. Australia = £40