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At Eloria Shoes, we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your order, we offer a 7-day return or exchange policy, subject to the terms and conditions outlined below. Please read this policy carefully before requesting a return or exchange.
The quickest way is our return request form. It asks for everything we need in one go, and you will get a confirmation email straight away.
If you would rather write to us, email info@eloria-shoes.com and include:
For returns requesting a refund, a courier collection can be arranged from your provided address. A AED 20 return collection fee will be deducted from the refund amount. Please ensure that the item is properly packaged and ready for collection.
To be eligible for a return or exchange, items must:
All returned items are subject to a quality-control inspection. Returns that do not meet these requirements may be rejected. If a return is rejected, the item will be sent back to the customer, and any applicable delivery charges may apply.
Refunds are available for eligible purchases made through online card payment, including sale items and orders placed with a discount code, provided that the returned item meets all requirements of this policy. Approved refunds will be issued to the original payment method used for the purchase.
Shipping fees are non-refundable. Any applicable return collection, shipping, customs or other charges will not be refunded and may be deducted from the refund amount where applicable. The AED 20 return collection fee for refund requests will be borne by the customer and deducted from the refund amount.
We do not offer cash refunds for Cash on Delivery (COD) orders. For eligible COD returns, customers may choose between store credit or an exchange. Store credit is valid for 6 months from the date of issue.
Sale items and pieces bought with a discount code follow the same 7-day policy as full-price items: a refund for eligible online card payments, or store credit or an exchange for Cash on Delivery orders.
Any piece marked “Final Sale” is not eligible for return or exchange. It is marked on the product page, in your bag and at checkout. Faulty or damaged items are still covered.
Eligible items may be exchanged within 7 days from the date of delivery, subject to availability. To qualify for an exchange, the item must:
Each order is eligible for one exchange only. An exchange collection fee of AED 20 will apply.
If you believe you have received a faulty or damaged item, please contact our Customer Care team at info@eloria-shoes.com within 48 hours of receiving your order. Please include your order number and clear photographs or videos showing the issue where possible.
Once the item is received, our Quality Control team will inspect it to determine whether the issue is a manufacturing fault or damage covered under our policy. If the item is confirmed to be faulty, we will contact you with the available resolution, which may include a replacement, exchange, store credit or refund, depending on the original payment method and applicable circumstances.
| Step 1 — Collection | Our courier may take approximately 2–4 working days to arrange and collect the item(s). |
| Step 2 — Quality inspection | Once we receive the returned item(s), our Quality Control team will inspect them. Processing may take up to 3 working days. |
| Step 3 — Refund processing | Once your return has been approved, the refund will be initiated to the original payment method, where applicable. |
Your bank or card issuer may require an additional 10–14 working days to reflect the refund in your account. The exact timeframe is determined by your bank or payment provider and is outside our control. You will receive an email notification once your return has been approved and processed.
For international orders, customers are responsible for any return shipping fees, customs duties, taxes, clearance charges or other charges incurred when returning an item, unless the item is confirmed to be faulty or damaged due to an error on our part.
Original shipping charges are non-refundable. If an international shipment is refused, uncollected or returned to us by the courier, any shipping, return, customs, handling or other applicable charges incurred by Eloria Shoes may be deducted from any eligible refund.
Items that have been worn, used, washed, altered, damaged, stained, exposed to fragrances or smoke, or returned without their original tags, labels, hygiene stickers, packaging or accessories may not be accepted. For hygiene and quality-control reasons, we reserve the right to reject any return that does not meet the conditions outlined in this policy.
Where store credit is issued, it will be valid for 6 months from the date of issue. Store credit cannot be exchanged for cash and must be used within the validity period.
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