Frequently Asked Questions
For assistance with orders, returns, exchanges, sizing, or product questions, please contact:
hello@elizeeshoes.com
Returns + Exchanges
What is your domestic return policy?
Returns must be requested within 14 days of delivery for online orders or within 14 days of purchase for in-store purchases.
Once a return has been approved, items must be shipped back within 7 days of receiving return instructions.
To be eligible for return:
- Shoes must be unworn and in new condition.
- Shoes must be returned in their original packaging.
- Shoes worn outdoors are not eligible for return.
- Returns are subject to inspection upon receipt.
Please try shoes on indoors on a clean, carpeted surface or on the dust bag provided. Shoes returned with punctures, signs of use, or damage to the sole protector are not eligible for return.
All approved returns are subject to a $9.95 handling fee, which will be deducted from the refund.
Original shipping charges are non-refundable.
Returns that do not meet these requirements may be refused and returned to the customer.
How do I make a return?
Visit our Returns & Exchanges Portal or contact hello@elizeeshoes.com for assistance.
How do exchanges work?
Full-price merchandise is eligible for exchange.
Sale merchandise is eligible for exchange or store credit only. Refunds are not available on sale merchandise.
Final Sale merchandise is not eligible for return, exchange, or store credit.
Exchange shipping is provided at no charge within the United States.
If a replacement size or style is unavailable:
- Full-price merchandise will be refunded to the original payment method.
- Sale merchandise will receive store credit.
How long does it take to receive my refund?
Once your return is received, please allow 2–5 business days for processing.
After processing, your financial institution may require an additional 5–10 business days to post the refund.
Refunds are issued to the original payment method.
What if my return package is lost?
Customers are responsible for obtaining a carrier acceptance scan and retaining proof of shipment.
Returns that are lost before carrier acceptance are not eligible for reimbursement.
Holiday Return Policy
During select holiday periods, Elizée may offer an extended return window. Any extended holiday return policy will be announced on the website and will apply only to qualifying purchases made during the promotional period.
Shipping + Delivery
Do you offer free shipping?
We offer complimentary ground shipping on U.S. orders over $400. Orders below $400 are subject to a $9.95 shipping fee.
Standard delivery typically takes 5–7 business days.
Need your order sooner? We offer 2-business-day expedited shipping for $30.
How long does delivery take?
Orders are typically processed within 48–72 business hours, excluding weekends and holidays.
Delivery dates are estimates only and are not guaranteed. Carrier delays, weather events, customs inspections, holidays, and other circumstances outside our control may affect delivery times.
What if my package shows delivered but I cannot find it?
Once a package has been marked as delivered by the carrier to the shipping address provided at checkout, responsibility for securing the package transfers to the recipient.
If you believe your package was lost or stolen after delivery, please contact hello@elizeeshoes.com and we will assist in opening a carrier investigation.
What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address.
Elizée is not responsible for packages delivered to an incorrect address provided at checkout.
What happens if my package is returned to sender?
Orders returned to sender due to an incorrect address, refusal of delivery, or failure to collect the shipment will be refunded as store credit less any shipping and carrier fees incurred.
Do you require signatures?
Elizée reserves the right to require signature confirmation on certain orders.
International Orders
Do you ship internationally?
Customers outside the United States and Canada may purchase through Wolf & Badger.
Orders placed through Wolf & Badger are subject to Wolf & Badger's shipping, return, refund, and customer service policies.
Do you ship to Canada?
Canadian orders are accepted on a limited basis.
Canadian orders are subject to a flat $40 shipping fee.
Duties, taxes, brokerage fees, and customs charges are not included in the purchase price and may be collected by the carrier upon delivery.
Canadian orders are final sale and are not eligible for returns or exchanges.
Orders & Pre-Orders
Can I modify or cancel my order?
Orders begin processing shortly after they are placed.
While we cannot guarantee modifications or cancellations, please contact hello@elizeeshoes.com as soon as possible.
Once an order has shipped, it cannot be canceled and must follow our return policy.
What if an item becomes unavailable after I place my order?
Occasionally inventory discrepancies may occur.
If an item becomes unavailable after purchase, we will notify you and issue a full refund.
How do pre-orders work?
Pre-orders are charged at the time of purchase.
Estimated shipping dates are provided in the product description and represent our best estimate at the time of purchase.
Due to the handcrafted nature of our products, production delays may occasionally occur.
Can I cancel a pre-order?
Yes. Pre-orders may be canceled at any time before shipment for a full refund.
If the shoes I want are sold out, what can I do?
Many Elizée styles are produced in limited quantities. If your size is sold out, you can join the waitlist on the product page to be notified if it becomes available again.
Not all styles are restocked.
For questions regarding a specific style or size, please contact hello@elizeeshoes.com.
Elizée sold in retail boutiques?
Yes. Elizée is available at select retail partners and showrooms.
Current locations include:
Viva O Sol – Los Gatos, California
Allison [in Wine Country] – St. Helena, California
Elizée is also available by appointment at:
Elizée Los Altos Showroom
Los Angeles Showroom
Availability may change over time. For current locations or to schedule a showroom appointment, please contact hello@elizeeshoes.com.
Discounts, Promotions & Store Credit
How do promotional codes work?
Promotional codes:
- Are valid for one-time use only.
- Cannot be combined with other promotional offers.
- Cannot be applied retroactively.
- Cannot be reapplied to orders that are canceled, returned, refunded, or exchanged.
Unless otherwise stated, promotional codes cannot be applied to sale merchandise.
How do I receive the welcome discount?
We offer a welcome discount to customers who join our email list.
Customers who join our email list will receive their welcome offer by email.
Customers who choose to subscribe to SMS marketing will receive a confirmation text message. To complete SMS enrollment, you must reply YES to the confirmation text message. Replies other than YES will not complete SMS enrollment and will prevent SMS offers from being delivered.
Welcome emails are typically delivered within a few minutes but may take up to 24 hours. Please check your spam, junk, and promotions folders before contacting Customer Care.
Promotional codes are valid for one-time use only, cannot be combined with other promotional offers, cannot be applied retroactively, and cannot be reissued if an order is canceled, returned, refunded, or exchanged.
Do you offer price adjustments?
Price adjustments may be requested within 14 days of purchase.
Final Sale merchandise is not eligible for price adjustments.
Gift Cards
Gift cards are non-refundable and cannot be redeemed for cash, except where required by applicable law.
Purchases returned that were originally paid with a gift card will be refunded to the original gift card.
Gift cards may be used toward any eligible purchase.
Gift cards expire one year from the date of issuance, where permitted by applicable law.
Store Credit
Store credit cannot be redeemed for cash, except where required by applicable law.
Store credit may only be used for future purchases.
Store credit is valid for one year from the date of issuance, where permitted by applicable law.
Payments
What payment methods do you accept?
We accept major credit cards, PayPal, Apple Pay, Shop Pay, and Shop Pay Installments.
Do you offer installment payments?
Eligible customers may choose Shop Pay Installments at checkout, subject to approval by Shop Pay.
Product Information
Will the color look exactly the same in person?
Product colors may appear differently depending on screen settings, device displays, photography, and lighting conditions.
We make every effort to accurately represent our products, but slight variations may occur.
Are variations in leather normal?
Yes.
Genuine leather and other natural materials may contain slight variations in grain, texture, markings, and color.
These characteristics are inherent to the material and are not considered defects.
Comfort Technology
What makes Elizée different?
Elizée began with a simple belief: women shouldn't have to choose between beautiful shoes and being comfortable in them.
After years working in corporate finance, founder Erika Carrero spent long days in heels—moving between meetings, business trips, client events, and evening commitments. She loved luxury footwear but felt there had to be a better option than shoes that looked beautiful and felt uncomfortable by the end of the day.
That experience led her to create Elizée.
Working with artisans in Italy and footwear experts, Erika developed a collection that combines Italian craftsmanship with proprietary comfort technology. Every detail is designed to deliver the look of a luxury heel with the comfort needed for a full day of wear.
Every pair is handcrafted in Italy for women who want shoes that can keep up with their lives.
What comfort features do Elizée shoes include?
Many Elizée styles feature our signature Triple-Layer Comfort Insole, which combines:
- High-rebound memory cushioning
- Responsive gel cushioning
- Contoured support
Together, these components help absorb impact, distribute pressure more evenly, and provide additional comfort throughout the day.
Craftsmanship & Materials
Where are Elizée shoes made?
Each pair of Elizée shoes is handcrafted in Italy by skilled artisans using premium materials sourced from renowned Italian suppliers.
We combine traditional Italian craftsmanship with modern comfort technology to create shoes designed to provide enhanced comfort throughout the day.
What materials are used in Elizée shoes?
Our collections feature premium Italian materials, including leather, suede, metallic leather, patent leather, specialty fabrics, and crystal embellishments, depending on the style.
Material details for each product can be found on the individual product page.
Shoe Care
How should I care for my shoes?
Proper care will help preserve the appearance and longevity of your shoes.
We recommend:
- Storing shoes in their dust bags when not in use
- Keeping shoes away from excessive moisture and direct heat
- Cleaning shoes regularly using materials appropriate for the leather or fabric
- Allowing shoes to rest between wears when possible
How should I care for leather shoes?
Our collections feature premium Italian materials, including leather, suede, metallic leather, patent leather, specialty fabrics, and crystal embellishments, depending on the style.
Material details for each product can be found on the individual product page.
How should I care for suede shoes?
Use a suede brush to gently remove dirt and restore the nap. Avoid excessive moisture and allow wet suede to air dry naturally.
How should I care for metallic or embellished shoes?
Metallic finishes, crystals, and embellishments are delicate and should be protected from abrasive surfaces, moisture, and excessive friction.
Store each shoe separately in its dust bag when possible.
How should I care for patent leather shoes?
Patent leather has a glossy finish and a more structured feel than traditional leather, which may require a brief break-in period.
To care for patent leather shoes:
- Clean gently with a soft, dry cloth.
- Avoid prolonged exposure to heat or direct sunlight.
- Store shoes in their dust bags when not in use.
- Avoid allowing patent surfaces to rub against one another during storage, as this may transfer color or create marks.
- Wearing your shoes for short periods initially can help them gradually adapt to your foot.
Repairs & Manufacturing Defects
Do you offer repair services?
Elizée does not currently offer repair services.
For routine maintenance such as heel tip replacement, sole protectors, cleaning, or minor repairs, we recommend working with a qualified cobbler experienced in luxury footwear.
What if I believe my item has a manufacturing defect?
Please contact hello@elizeeshoes.com with photographs and your order information.
Each claim is reviewed individually.
Normal wear and tear, sole wear, heel tip wear, accidental damage, improper storage, modifications, water damage, and damage caused by misuse are not considered manufacturing defects.
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Fraud Prevention
Elizée reserves the right to cancel, refuse, or limit any order suspected of fraud, unauthorized activity, resale activity, pricing errors, or inventory discrepancies.
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Pricing Errors
In the event of a pricing, description, or typographical error, Elizée reserves the right to cancel any affected order and issue a full refund.