SHIPPING AND RETURNS



In-store Refunds and Exchange Policies

Refunds Policy:

Elle et Lui Designer Shoes will not offer a full refund if you change your mind on full price items, but are happy to offer an exchange based on the following terms and conditions. We offer exchanges on full price items, but the item must be of similar or greater value, so please choose your products carefully. We do not offer refunds on sale items, but we are happy to exchange or issue a credit note, so again, please choose your products carefully. All credit notes are valid for three months.
You must return the item;

  • In its original packaging
  • Unused/unworn.
  • With the original receipt
  • Within 7 days of your In-store purchase
  • Refund and Exchange values are subject to re-calculation if purchased within a promotion where terms are no longer met
  • Without a receipt Elle et Lui will offer you a credit note or exchange to the value of the current price of that product.
We are happy to exchange any purchase, should you change your mind or if the fit is not quite right. However the shoes/ handbags must not show any noticeable signs of wear and should be returned in the original packaging, which should be returned in its original condition as well. All tags, if any, must also be left attached. To determine if shoes are a correct fit, we recommend trying them on carpeted surfaces to avoid visible wear to the sole.

You are entitled to a refund (with proof of purchase), exchange or credit note if the products you have purchased are faulty due to a manufacturing fault or significantly different to those shown or described to you. We stand behind our footwear and handbags, so if you received defective merchandise or an incorrect shipment from our website, please contact admin@elleetluishoes.com.au. If you purchased defective merchandise from our retail store, please email: admin@elleetluishoes.com.au. PLEASE KEEP YOUR RECEIPT AS PROOF OF PURCHASE.

Online Refunds and Exchange Policy

Online Orders:

Please note that all online orders are subject to availability. If there is a shortage in our online stock, we will endeavour to place an order for you. Please note that as our shoes come from overseas, are hand manufactured, and are based on European seasonal collections; we may not be able to secure your desired style if our stock is depleted. If the shoe you want to order is still within the season, we may still be able to order them, but you may have to wait a few months to receive them. In the case that we are unable to find or provide you with the requested item, we will notify you via email within 2 business days and provide you with a refund.

When placing your order, the first address required is for billing. When entering your billing address, please make sure it is exactly what your credit card or bank currently has on file for you. The second address required is for shipping. Please be sure to include any suite or unit number. If you are shipping to a business, the name of the establishment must be on line 2.

You may cancel any item or your complete order, as long as it has not entered the shipping process stage. Please email admin@elletluishoes.com.au. We will do our best to fulfil your request.

Elle et Lui reserves the right to refuse an order for any reason.

Should you have any further queries, you are always able to speak directly to one of our team members at any time by emailing admin@elleetluishoes.com.au. Our hours of operation are:
Monday – Wed, Fri & Sat 9:30am – 5:30 pm AWST, Thurs- 9:30am -7:00pm AWST
Sunday- 11:00am- 3:00pm AWST

Returns:

Elle et Lui is confident that you will be happy with your purchase. If, for any reason you are not, you are able to return your purchase within 10 days of the order date. For any reduced items, you are able to return for exchange only. All online returns must be accompanied by our Return or Exchange form which is found in the FAQ's section. This is downloadable form that you can print off and send back with your shipment.

Please note that online purchases are not able to be returned in our retail store, unless you live in Perth, WA, Australia.

The shoes/ handbags must not show any noticeable signs of wear/use and should be returned in the original packaging, which should be returned in its original condition as well. All tags, if any, must also be left attached. To determine if shoes are a correct fit, we recommend trying them on carpeted surfaces to avoid visible wear to the sole.

Please address your package to:

Elle et Lui Designer Shoes
2, 4 St. Quentin Avenue
Claremont,
WA, 6010
Australia

The customer is responsible for all associated costs to return items to us (unless items are faulty). We prefer that all items be returned via express/registered post as Elle et Lui will not be held liable for loss or damage to the shipment. For your protection, we recommend obtaining a tracking number and/or insurance from the Post Office.
Please allow 7 days for returns to be processed.

Exchanges:

All exchanges for items bought through our online store, must be done within 10 days of the order date. When exchanging a product with us from an online purchase, all exchanges must be accompanied by our Return or Exchange form which is found in the FAQ's section. This is downloadable form that you can print off and send back with your shipment.

The customer is responsible for all associated costs to return items to us (unless items are faulty). All additional exchanges after the first re-delivery, will incur postage costs paid by the customer.We prefer that all items be returned via express/registered post as Elle et Lui will not be held liable for loss or damage to the shipment. For your protection, we recommend obtaining a tracking number and/or insurance from the Post Office.

Please note that online purchases are not able to be exchanged in our retail store, unless you live in Perth, WA, Australia.

The shoes/ handbags must not show any noticeable signs of wear/use and should be returned in the original packaging, which should be returned in its original condition as well. All tags, if any, must also be left attached. To determine if shoes are a correct fit, we recommend trying them on carpeted surfaces to avoid visible wear to the sole.

Please address your package to:

Elle et Lui Designer Shoes
2, 4 St. Quentin Avenue
Claremont,
WA, 6010
Australia

Please note that if your item is a reduced item, there may be a chance that we cannot fulfil your exchange however you may choose another item to the same value or more, we can issue you with a credit note of the same value, or we will refund if this is unsuitable.

Please allow 7 days for returns to be processed.

Refunds from Online purchases:

Items can be returned for a refund (available for online purchases only). Sale items cannot be refunded unless faulty. When returning a product for a refund, the return must be accompanied by our Return or Exchange form which is found in the FAQ's section. This is downloadable form that you can print off and send back with your shipment.

All refunds for items bought through our online store, must be done within 10 days of the order date. The purchase price of the goods will be refunded using the original payment method. Refunds may take up to 7 days to appear on your statement under the name of Samzoz or Samzozelleetlui. Please Note: Refund and Exchange values are subject to re-calculation if purchased within a promotion where terms are no longer met.
Online purchases are not able to be returned or exchanged in our retail store, unless you live in Perth, WA, Australia.

The customer is responsible for all associated costs to return items to us (unless items are faulty). We prefer that all items be returned via express/registered post as Elle et Lui will not be held liable for loss or damage to the shipment. For your protection, we recommend obtaining a tracking number and/or insurance from the Post Office.

Please allow 7 days for exchanges or refunds to be processed.

Shipping Policy:

Elle et Lui Designer Shoes will endeavour to process all orders within one day of the order being placed. Free Shipping on all orders across Australia.
Orders will be dispatched using Australia Post and Courier Services to the nearest Australia Post location. Once orders have been shipped, you will receive an email with a unique tracking number for your parcel.

Orders will be delivered within standard business hours and must be signed for. If no one is able to accept delivery, a calling card will be left by the courier service and the consignment will be available from your local post office.

Elle et Lui will make every effort to ensure that all domestic orders are delivered within 2-5 business days, however, cannot be held responsible for shipping delays out of our control.

Elle et Lui is not liable for any damage caused to goods during domestic transit.

Elle et Lui can deliver internationally and costs for this will be calculated once the order is received and processed. These costs will then be emailed to you and payment can be made by direct bank transfer or by sending us your credit card information to process the shipping.If you wish to place an international order please email admin@elleetluishoes.com.au to get your order under way.

Please note that we are not able to deliver to PO Boxes.

If you believe you have received a faulty item or there has been an error with your shipping, please contact us at admin@elleetluishoes.com.au

Sizing:

All our shoes (both Men's and Women's) are in EU sizing. Please refer to the size chart provided on the website under the FAQ's section.

Payments:

Elle et Lui accepts payment for purchases via our online store via MasterCard, MasterCard Debit, Visa, Visa Debit, American Express, Diners, PayPal and Direct Deposit. Orders paid by credit card or direct deposit will be processed and shipped once your payment has cleared. This can take from 1 to 10 working days depending on your banking institution and destination. We do not accept cheques, money orders, COD's, or cash (except in-store).

By opening an online customer account with Elle Et Lui via our website, you agree to confirm that the credit/debit card that is being utilised for payment is yours or that you have been personally authorised by the owner of the credit/debit card to make a payment.

Credit/debit purchases via this site are subject to validation checks and authorisation by the card issuer. If the merchant of your payment card refuses to authorise payment to Elle et Lui Designer Shoes, we will not be liable for any delay or non-delivery.

Prices of products, delivery or any other charges displayed on our website are current at the time of issue, but are subject to change at any time.
Elle et Lui will charge your credit card in Australian Dollars (AUD).All prices displayed are inclusive of GST.

The prices do not include any additional overseas duties or other customs charges that may be applicable for overseas delivery.

Shopping with Elle et Lui online is safe. We have taken every necessary precaution to ensure that the information you provide is safe. Our site is protected by SecurePay.

Elle et Lui Designer Shoes have implemented security measures to provide you with peace of mind when purchasing from our online store.

When you are requested to enter your credit card details, our secure server uses SSL (Secure Socket Layer) to connect to our website – this encrypts all the information sent from your pc.

You can see you have entered a secure session by the following:

  • The 'https' instead of the usual 'http' in your browser address box.
  • The small padlock at the foot of your browser or next to the URL bar (IE7).
If you are seeing a 'suspected fraud' error, this is because our payment system has picked up that your credit card is not Australia/NZ issued. If you would still like to use this credit card, please email admin@elleetluishoes.com.au and we will process the payment manually.

Insurance:

Every purchase made is insured by Elle et Lui from the time it is in transit until it is shipped to your specified delivery destination. Elle et Lui requires a signature for any goods delivered, at which point responsibility for the purchased goods passes to you. If you have outlined a recipient who is not you for delivery purposes (for example it is a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery fulfilment by Elle et Lui, and responsibility is transferred in the exact same way.

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