Frequently Asked Questions

Please select the category that best relates to your question.

Orders

Can I modify my order once it has been placed?

We are unable to change the details as we process orders quickly, but we’ll always try our best to assist you to cancel or replace the order. Please contact our Customer Care team as soon as possible at customerservice@elizeeshoes.com and we’ll do everything we can.

How do I use a discount code?

Enter the discount code in the Discount Code field at checkout for it to be applied to your order. If you experience any issues with this, please contact us as soon as possible at customerservice@elizeeshoes.com.

Promotional codes are not applicable to items already marked on sale, and cannot be combined with any other applicable rebate, discount offer, or promotional code. 

How long does shipping typically take?

  • For orders placed Monday through Friday before 12 pm, we do our best to ship all packages within 48-72 hours of receipt of the order (excluding weekends and holidays). Once your order ships, please allow 5-7 business days for delivery as shipping times vary. Need your purchase in a hurry? We also offer express shipping (2-3 day delivery) for an additional fee of $25.
  • Please note: during promotional events, processing and fulfillment time may increase due to the high volume of sale orders. 
  • Please make sure that your order is shipping to a secure location, as once a package has been delivered to the correct location, we cannot be responsible for lost or stolen packages. 

What if my order contains a product on pre-order?

All Pre-Orders are charged at the time of purchase. Expected Pre-Order ship dates are to the best of our knowledge. Sometimes factory delays happen due to the handcrafted nature of our shoes. We will notify you if we are experiencing delays.

*For all Pre-Order items, please see estimated ship date listed in the product description.

Pre-order terms and conditions

  • We will do our best to ship Pre-Order Products in accordance with their expected ship date. If this changes, we will contact you via email.
  • You are responsible for keeping your shipping and contact information up-to-date to ensure proper shipment of any Pre-Order Products. Please email us at customerservice@elizeeshoes.com if you need to update any of this information.
  • You will be charged at the time of placing a Pre-Order. If we're unable to commence shipping three months from order placement, we'll provide a full refund at your request. No discounts, refunds or credits will otherwise be offered due to any such delays.

Do you ship internationally?

We do not ship outside of the United States at this time. However, we hope to add this as a feature for our customers in the future

What's the status of my order?

  • Orders are sent out in the order in which they were received, and you can expect to receive a shipping notification as soon as your package is on the way. Once you’ve received your shipping confirmation email you can track the status of your delivery by visiting the courier’s website and entering your tracking number.
  • If you need further assistance or do not receive your order confirmation email, please reach out to us at customerservice@elizeeshoes.com and we’ll provide an update.

If the shoes I want are sold out, what can I do?

We produce in small batches, so if you like a shoe, we recommend you order it as soon as possible! If the style you’re interested in is sold out, you can add yourself to the waitlist for that particular product and size. If it’s restocked, you’ll be notified as soon as it comes back into stock. If you have any specific questions about a restock, please email customerservice@elizeeshoes.com

Fit + Size

How do I know which size will fit me best?

In general, our shoes follow European sizing. But be sure to read each product description as there are times we advise whether to size up or down in a specific style. If an item fits a certain way or if there is anything important you should know, we will mention it there.

I'm still not sure what size I am?

Our customer service is available to help you Monday thru Friday 10:00 a.m to 4:00 p.m. Pacific time. Please email us at customerservice@elizeeshoes.com and we’ll do everything we can to help you find the perfect size. 

Shipping + Delivery

US Shipping

  • Orders typically ship within 48-72 hours from our warehouse, pending availability and credit verification. We will contact you via email if there are any issues with your order.
  • Orders placed Monday – Friday before 12 p.m PST will begin processing within 48 hours. 
  • Orders paced on Friday after 12 p.m PST or over the weekend will begin processing on the following Monday.
  • We do not ship on the weekend or holidays.
  • Please note, during promotional events processing times may increase due to demand.
  • Please make sure that your order is shipping to a secure location, as once the package has been delivered to the correct location, we cannot be responsible for lost or stolen packages.
  • Once your order ships, please allow 5-7 business days for delivery as shipping times vary. Need your purchase in a hurry? We also offer express shipping (2-3 day delivery) for an additional fee of $25. Please note, during promotional events express shipping may not be an option due to an increase in demand. If you need further assistance with shipping your order please reach out to customerservice@elizeeshoes.com and we'll be happy to see what we can do to help!
  • Please note that items are not guaranteed in stock. If we are unable to complete your order, you will be notified via email within 5 business days.

How much does shipping cost in the US?

We offer free ground shipping on all orders over $400.
If you need your items sooner, please select the expedited shipping option (for US customers only).

How fast is your shipping?

We offer FREE ground shipping on all orders over $400. Depending on where you are located, it can take anywhere from 5-7 business days.

Do you offer expedited shipping?

Yes! You can select expedited shipping for $25 at checkout. This method takes 2-3 business days.

Do you have alternative shipping methods to ground and overnight?

We currently only offer two shipping methods through Ground and 2-day. If neither of these methods work for you, please contact customerservice@elizeeshoes.com to discuss alternatives and we’ll do our best to help. 

Lost or Missing Packages

We are so sorry you did not receive your package yet! Oftentimes carriers will hide it around your home or leave it at a neighbors home. If you still cannot locate it by the end of the delivery day, please reach out to customer support so we can follow up with the carrier as soon as possible!

Elizée will not assume responsibility for reimbursement or compensation in the event a package is lost, stolen or mishandled. Please keep all tracking details for your records.

Holiday Shipping

For ground shipments, orders must be placed by 12/14 for 12/24 delivery.Orders placed after 12/15 may be delayed due to the holidays.

Returns + Exchanges

What is your domestic return policy?

To be eligible for a refund, your item must be unworn and in the original packaging. For full priced purchases, you have 14 days from the receipt of your order to postmark an exchange. 

  • Any item marked FINAL SALE on our website is not eligible for return, exchange or store credit regardless of size.
  • For in-store purchases, we are happy to refund your item within 14 days of purchase as long as it is applicable with our return policy stated above. We accept items in new condition in its original packaging.
  • Items purchased as part of limited-time and markdown offers are eligible for exchange only. These items can only be exchanged once for either size or color.

All returns are subject to a $9.95 restocking fee. Please allow 12 business days from the time we receive your package for returns to be processed.

How do I return something from my online order (US)?

If you would like to exchange or return your item(s) please email us at customerservice@elizeeshoes.com. Once you receive the label:

  1. Place the item you wish to return in the box
  2. Stick the prepaid label on the box and hand it to the shipping carrier on your label.

Please note: There is a $10 restocking fee. (exchanges are not subject to the restocking fee).

How long does it take to process a return?

Once we receive your return, please allow 2-3 business days for your return to be processed at our warehouse and then 5-10 business days for your bank to post the refund to your account. Your refund will be credited to the same card used to make the original purchase. We’ll send you an email when our team has processed your refund so you know it’s on the way.

How can I make an exchange?

  • Please email us at customerservice@elizeeshoes.com. 
  • For in-store purchases, we are happy to take it back in-store for exchange within 14 days of purchase.

Product not quite right?

If you received the wrong item or have any concerns about your order, please contact the customer support team at customerservice@elizeeshoes.com so we can better assist you as soon as possible.

Holiday Return Window

We accept returns on all items (except items marked "Final Sale”) postmarked within 14 days from time of delivery. If past this timeframe, your return authorization will be auto-canceled.

Once we receive your return at our warehouse, please allow up to 5 business days for your return to be processed during this busy time.

For ground shipments, orders must be placed by 12/14 for 12/24 delivery.

Orders placed after 12/15 may be delayed due to the holidays.

Sales, Discounts + Promotions

How do I use a discount code?

To be eligible for a refund, your item must be unworn and in the original packaging. For full priced purchases, you have 14 days from the receipt of your order to postmark an exchange. 

  • Any item marked FINAL SALE Enter the discount code in the Discount Code field at checkout for it to be applied to your order. If you experience any issues with this, please contact us atcustomerservice@elizeeshoes.com. on our website is not eligible for return, exchange or store credit regardless of size.
  • For in-store purchases, we are happy to refund your item within 14 days of purchase as long as it is applicable with our return policy stated above. We accept items in new condition in its original packaging.

All returns are subject to a $10 restocking fee. Please allow 12 business days from the time we receive your package for returns to be processed.

What happens if I purchase a gift for someone that is “Final Sale”?

Items purchased as a gift are still applicable to our ‘Final Sale’ policy and can’t be returned.

Can I return Final Sale items?

All items marked final sale cannot be returned.

If you send a “Final Sale” item back to us for a return we will not process a return. We can donate it for you, or you can request to have it shipped back at your expense.

Something I purchased on sale is further reduced. Will you match the new price?

Unfortunately, if an item is purchased at a sale price and then further reduced, we cannot offer a price adjustment. Consider yourself lucky for securing your size, we tend to sell out quickly!

Care Instructions

Elizée shoes are all handcrafted in Italy using the finest leathers. Because of this, each pair will have unique variations. How often you wear your shoes, what kind of terrain you walk on, and how hard you are on your shoes will factor into their longevity.

LEATHER

Our smooth leathers are exquisitely high quality and should last for years. To keep the leather clean and moisturized, your shoes should be polished once a month. If excess dirt gets on your shoes, take a slightly damp soft cloth, paper towel, or clean makeup sponge and wipe gently. If the stain is tougher, try leather cleaner. Keep in mind, never use leather cleaner with acid or detergent as it will age the leather and shorten the lifespan of your shoes. Please test the cleaner on a small portion of your shoe to make sure there will be no discoloration. Once a month, it is also highly recommended to take your shoes to a cobbler to be professionally cleaned.

SUEDE

The best way to care for suede is prevention. Water and stain guards can be purchased at a cobbler or drugstore. Please test the stain guard on a small section of your shoes before you treat the whole pair. 

Suede should be kept out of direct sunlight for long periods of time, as it is especially prone to fade. If a shoe gets wet, soak up the moisture as soon as possible with a clean towel and allow it to air dry, then brush the nap with a suede brush. For light marks, use a soft dry brush on the suede.

Is Elizee sold in any retail boutiques?

  • Elizée is currently available in select boutique and pop-up shops, and we are constantly adding new partners. Please see our Contact Us page for our list of current Stockists. If you’d like to be notified of in-person opportunities to try on our shoes, please sign up for our mailing list and include your address, so we can let you know as soon as we come to your area.