Heart & Sole Black & Metallic Silver Leather Sneakers

CUSTOMER CARE 

Our studio hours are 9:00am to 5:00pm GMT, Monday through Friday. All correspondence received on bank holidays, Saturday, or Sunday will be addressed the following business day. 

We're on hand to assist with...

• Size and fit advice 
• More product info
• Delivery questions
• Exchange and return queries
• Placing orders

Email info@camillaelphick.com

Call 020 8969 6966 (UK) or +44 20 8969 6966 (from a mobile or internationally)

Outside of these hours, or if no-one is available, please leave an answerphone message and we will return your call as soon as possible.

Our Customer Care Messenger Service on CamillaElphick.com is available 24 hours a day, seven days a week. Enter your email address and query / order number and we will message back within 12 hours.

United Kingdom Calculated at Checkout

Next Business Day - £8 (Delivery: next business day 9am-5pm, Mon-Fri).

London Same Day - £20 (Delivery: daytime, 10am-6pm, Mon-Fri). 

Next Business Day, orders over £250 - Free (Delivery: next business day 9am-5pm, Mon-Fri).

Europe Calculated at Checkout

Express - £20 (Delivery: Within 3 business days 9am-5pm, Mon-Fri).

Express, orders over €250 - Free (Delivery: Within 3 business days 9am-5pm, Mon-Fri).

United States Calculated at Checkout

Express - $25 (Delivery: Within 3 business days 9am-5pm, Mon-Fri).

Express, orders over $250 - Free (Delivery: Within 3 business days 9am-5pm, Mon-Fri.

Rest of World Calculated at Checkout

Express - $25 (Delivery: Within 3 business days 9am-5pm, Mon-Fri).

Express, orders over $250 - Free (Delivery: Within 3 business days 9am-5pm, Mon-Fri).

*Camilla Elphick is not responsible for any duties, customs, taxes and local sales taxes issued by your respective country.

TIMELINES

Orders placed before by 1pm GMT, Mon-Fri are shipped the same day.

Orders placed after 1pm, Mon-Fri are shipped the following day. 

Orders received after 1pm GMT on Friday are shipped the following Monday. 

We ship via DHL for domestic and international orders. We ship via FedEx and UPS on occasion, shipping providers cannot be chosen by the customer. All deliveries are made between 9am and 6pm on working days and require a signature on delivery.

Your invoice and tracking information will be sent to the email address provided after placing your order. Camilla Elphick is not responsible for packages delayed due to weather or events beyond our control. Camilla Elphick is not responsible products lost or damaged during shipment. 

FAILED DELIVERIES

We deliver to the delivery address provided. If packages are unavailable for any reason, including customer's refusal to pay duties, Camilla Elphick is not responsible for shipping costs or cost of re-shipping merchandise. 

EXCHANGES & RETURNS

Items must be in new condition to qualify for return or exchange. We define new as unworn, undamaged and unused with all original. All packaging must accompany the product and must also be in new condition (i.e. shoe boxes). We reserve the right to refuse a return or exchange if the merchandise does not meet this criteria. 

Camilla Elphick is not responsible for product lost or damaged during shipment. Refunds or store credit will be issued within 14 business days via the original form of payment and payment amount, excluding original shipping and return costs (if applicable).

Items must be marked as delivered back to us within 14 days of original delivery date. Items marked "Final Sale" cannot be returned. 

UK EXCHANGES & RETURNS

UK orders are eligible for refund, exchange or online store credit if return is initiated within 14 days of delivery. 

Start your exchange or return process by filling in your exchange & return form (provided). Once you are ready to ship your item, attach your Free UPS Shipping label (provided) to the original brown shipping box you received upon delivery. Re-pack your shoes in original packaging and place return form inside shipping box. Take your shipping box to a UPS drop-off point for collection. 

If you have an exchange enquiry, our customer service team is on hand to help. Our studio hours are 9:00am to 6:00pm GMT, Monday through Friday. All correspondence received on bank holidays, Saturday, or Sunday will be addressed the following business day.  

Email info@camillaelphick.com (quote your order number in email subject line) 

Call 020 8969 6966 (UK) or +44 20 8969 6966 (from a mobile or internationally)

Outside of these hours, or if no-one is available, please leave an answerphone message and we will return your call as soon as possible.

Our Customer Care Messenger Service on CamillaElphick.com is available 24 hours a day, seven days a week. Enter your email address and query / order number and we will message back within 12 hours.

INTERNATIONAL EXCHANGES & RETURNS

International orders are eligible for refund, exchange or online store credit if return is initiated within 14 days of delivery. If your return is accepted, we will reimburse the total order value less shipping charges for both initial delivery and return shipments. 

For all International exchanges and returns, except where the item is faulty, you will be required to pay for the return of the products to us. 

If you have an exchange and return enquiry, our customer service team is on hand to help. Our studio hours are 9:00am to 5:00pm GMT, Monday through Friday. All correspondence received on bank holidays, Saturday, or Sunday will be addressed the following business day.  

Email info@camillaelphick.com (quote your order number in email subject line) 

Call +44 20 8969 6966

Once you have spoken to our Customer Care Team, you can start your exchange or return process by filling in your exchange & return form (provided). Once you are ready to ship your item, attach your Shipping label (which we will email to you) to the original brown shipping box you received upon delivery. Re-pack your shoes in original packaging and place return form inside shipping box. Take your shipping box to the specific shipping providers drop-off point for collection.  

PRE-ORDERS

Camilla Elphick offers trunk shows, during which you can pre-order items. Please note delivery dates on the specific product page. Your pre-order will be placed at the time of purchase, you will be billed in full. 

Your invoice will be sent to the email address provided after placing your order. Once your item arrives you will be notified and your order will be delivered to your shipping address, you will receive tracking information. If part of your order includes a pre-order item this will be sent separately to an item in stock.

Camilla Elphick is not responsible for pre-order packages delayed due to weather or events beyond our control. Camilla Elphick is not responsible products lost or damaged during shipment. will be delivered separately and will not be sent with any other Camilla Elphick products you ordered.

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