delivery & returns

CUSTOMER CARE

Hello! We are here to assist your shoe needs!

Customer service opening times: Monday - Friday 9:00AM -5PM 

Contact us by calling customer care on: 020-8969-6966 or send us an email to: info@camillaelphick.com or use our instant messenger.

Our registered offices are located at: CAMILLA ELPHICK Ltd, 2-4 Exmoor Street, 3rd Floor, Unit 27, London W10 6BD United-Kingdom

DELIVERY

Your order will be processed by us as promptly as possible and we will dispatch your shoes within 24 hours. However during busy times please allow up to 5 working days for delivery.

Your order will be shipped by DHL Express Worldwide once payment has been approved and the delivery/billing address has been verified. Orders have to be placed before 1pm (GMT/BST Monday to Friday) to meet our deadlines. All orders after 1pm will be dispatched the following working day.

The shipping charges for courier delivery are:

UK Next Day
£5
UK Same Day
£18
Europe
£20
USA
£20
Rest of World
£25

 

Deliveries are made between 9am and 6pm on working days and require a signature on delivery. Please contact customer care prior to ordering if you have any queries. If the first delivery attempt is missed, the courier will leave a calling card for the receiver's attention detailing clear instructions of how to arrange a re-delivery. If you have not received your goods within 5 days please contact our customer care

UK VAT will be automatically deducted from merchandise shipped to non-EU countries but DDP charges are added to certain non-EU destinations. This is clearly indicated on the order sheet when purchasing

Please note that we are not responsible for any import duties, customs and local sales taxes levied by the country shipped to.

To a few selected countries we ship on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price. These charges are non-refundable when goods are returned to us.

The countries we ship DDP to are:
USA, Australia, Hong Kong

 

RETURNS

You can return your order within 14 days from receipt for a full refund. Refunds will be made via the original method of payment. You can exchange any item within 28 days for a different colour or size of the same style, as long as the replacement item required is in stock. If you would like a different item please contact us at info@camillaelphick.com.

Returns or exchange requests received outside the outlined time frames will not be accepted and these items will be returned to you. Returns are usually processed within 48 hours of the return being received by our warehouse. During busy periods such as Christmas, New Year and sales, processing may take longer.

Please note that you have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, your entitlement to a refund may be affected. Camilla Elphick will offer you a refund provided that the products are returned complete, in perfect condition, unused, fully labelled and with the original packaging where appropriate and secure, insured and tracked delivery service.

Camilla Elphick will not accept returns for any non-faulty items that have been worn and cannot accept liability for any items not received.

If you wish to return your shoes please fill out the returns slip enclosed in this parcel, specify the reason, and apply the return label. CAMILLA ELPHICK Ltd, 2-4 Exmoor Street, 3rd Floor, Unit 27, London W10 6BD United-Kingdom.

We offer free UK returns via DHL. To return an item from the UK please arrange a collection with DHL and quote the waybill number on your return DHL label included in your delivery box.

For all International returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. You can do this by emailing info@camillaelphick.com and we will send you quotes for your return from our courier services.

Once you have confirmed the courier service you would like to use, we will send you an invoice for the cost of the return shipment. In the unlikely case you receive a faulty item and a replacement is not available, a refund may be given and only at the discretion of Camilla Elphick.

In this case please fill out the returns slip and apply the return address label to your package. For the return of faulty items the shipping costs will be refunded once we receive the parcel.

 

PRE-ORDERS

Pre-ordered products will be delivered separately and will not be sent with any other Camilla Elphick products you ordered.

Your online order status and delivery confirmation emails will include the pre-order information.

You will receive a separate delivery confirmation email when your pre-order ships.