FAQ

Choose your size and colour on the product page, add to bag, then check out. You can order as a guest — an account is optional, though it makes tracking and returns easier.

Yes, while it is still being packed — usually the first few hours. Email us at info@eloria-shoes.com with your order reference straight away. Once it’s with the courier we can’t recall it, but you can refuse the delivery or return it free of charge.

Check your spam or promotions folder first. If it isn’t there within an hour, contact us with the email address you used — occasionally a typo is the cause and we can correct it.

Choose your size on the product page and use the back-in-stock alert. We’ll email you the moment it returns, before it goes on social media. Popular sizes are restocked roughly every 4–6 weeks.

Eloria Shoes is an online shop only — there is no store or showroom to visit. The full collection is here on the website, and if you would like help choosing a style or a size before you order, message us on WhatsApp or write to info@eloria-shoes.com.

Up to 3 working days anywhere in the UAE, Monday to Saturday. GCC and international orders take 7–10 working days and are shipped with Aramex, with a tracking number. Full detail on the Shipping and Delivery page.

Delivery is free anywhere in the UAE, with no minimum order. GCC and international shipping is charged at checkout according to destination.

Yes. We ship to the GCC, the United States, the United Kingdom, the wider Middle East, Europe, Asia, Australia and other international destinations where shipping is available. GCC and international orders ship with Aramex in 7–10 working days with a tracking number. Customs duties, taxes and clearance charges in the destination country are the customer’s responsibility.

Use the Tracking Order page with the reference from your confirmation email, or the link in your dispatch SMS.

Mostly yes. Pointed shapes run about half a size small — size up. Sneakers are slightly generous — size down if you’re between sizes. Every product page carries its own fit note.

Our last is already cut a little wider through the ball of the foot. For genuinely wide feet, the round-toe, square-toe and mule shapes are the most forgiving. See the fit guide.

Step-by-step instructions are on the Size Chart page. Measure at the end of the day, and use whichever foot is longer.

Yes, and we’d rather you asked. Send us your foot length in centimetres and the style you’re considering, and we’ll tell you which size to take.

No. Pre-order items are final sale — they cannot be cancelled, returned, refunded or exchanged once the order is placed, because the pair is reserved or sourced specifically for you. Please check your size and colour carefully before ordering. Faulty or damaged items are still covered. Full terms are on our Pre-Order Terms & Conditions.

7 days from delivery, unworn and in the original box with all tags attached. One return or exchange per order; a AED 20 collection fee applies to refund requests. Full terms on the Returns and Exchange page.

Each order is eligible for one exchange, for a different size or colour in the same style, requested within 7 days of delivery and subject to availability. An AED 20 exchange collection fee applies.

Sale and promotional items are not eligible for a cash refund. They may be exchanged for the same product in another size, subject to availability, or issued as store credit. This is flagged on the product page and again at checkout.

Once your return is approved, the refund is issued to the original payment method. Your bank or card issuer may need a further 10–14 working days to show it. Store credit is valid for 6 months.

Photograph them and contact us within 48 hours. We collect, refund in full including shipping, and can send a replacement by express delivery at our cost.

Secure card payment (Visa and Mastercard).

Yes. All prices are in UAE Dirhams and include 5% VAT. The VAT amount is itemised on your invoice.

Yes. Join the Eloria list and we will send you a code for 10% off your first order. Private sales are announced to subscribers first.

Wipe with a soft, slightly damp cloth after wear and let them dry naturally, away from direct heat. For genuine leather styles, a neutral leather cream every few weeks keeps the finish supple; on faux leather, skip the cream — it is made for animal leather and can mark the surface. Keep both out of prolonged direct sun, which stiffens and fades faster in this climate, and store them in the box or dust bag so the shape holds.

No — guest checkout is available. An account saves your addresses, keeps your wishlist across devices and makes returns a single click.

Use “Forgotten your password?” on the sign-in page and we’ll email you a reset link.

Card details are handled by our PCI-DSS compliant payment provider and are never stored on our servers. The site is served over encrypted HTTPS throughout.

Use the unsubscribe link at the foot of any marketing email, or turn off marketing in My Account. Order and delivery notifications are sent regardless, as they relate to your purchase.

Only what’s needed to fulfil your order and, if you’ve agreed, to email you. We do not sell customer data. See the Privacy Policy.

Yes, to a small number of boutiques and multi-brand retailers. Submit the form on the Wholesale Inquiry page and we’ll send the line sheet and terms.

Wholesale is quoted individually, so there is no fixed minimum published here. Tell us the styles, sizes and quantities you have in mind and we will send a quotation. Reach us by email, on WhatsApp, or through the wholesale enquiry form.

We consider GCC and international stockists case by case. Include your market, store profile and expected volumes in the enquiry form.

Yes — bulk orders with gift packaging and optional branded cards. Use the wholesale form and select “corporate gifting”.