FAQ.

Below are some of our most frequently asked questions. Please do not hesitate to contact us at sales@houseofelliotcollection.com or call us on +44 (0)1793 978080 should you have any further questions. We’d love to chat and promise you a warm and friendly approach!

Delivery & Returns

House of Elliot ships worldwide with a fast and insured courier service and has many happy customers all over the world. All our boots, shoes and accessories are hand finished in our studio especially for you and we will contact you once we receive your order to advise you of the estimated delivery date and to confirm your size.

In stock orders: Stock levels are kept up to date on our website and if your product is in stock you can order directly online. We endeavour to prepare all orders which are in stock within 3 to 5 working days of receiving your order. However, during busy times this may be up to 10 to 12 working days so we strongly advise placing your order at least 14 working days before you need your footwear.

Out of stock orders: If your style & size is not in stock please contact us at sales@houseofelliotcollection.com and we will notify you and advise as to delivery times. As our products are all handmade these can be between 8 to 12 weeks depending on demand.

We always ship with a fast, tracked and insured shipping service. DHL is our shipper of choice unless there is a location they cannot service. In the very rare event we can’t ship to your destination we will contact you as soon as possible from receipt of your order.  Please see our estimated delivery times from dispatch in the table below.

Once dispatched you will receive an e-mail from DHL with your tracking number and available alternative delivery options such as delivery to a DHL pick up point or delivery on an alternative day or to a neighbour (subject to availability in your area).

Please note we do not deliver to PO Boxes as orders are dispatched via courier and require a signature.

Delivery times from dispatch are listed below but please note these are an estimate and may vary. International deliveries rarely take longer than 5 working days.

Geographical Areas

Delivery Times from Dispatch

UK, Mainland Scotland, N Ireland1 to 2 working days
Scottish Highlands & Islands, ROI, Isle of Man2 to 3 working days
Europe & Channel Islands2 to 4 working days
USA & Canada2 to 5 working days depending on State
Australia & New Zealand4 to 6 working days
Rest of the World4 to 6 working days

Taxes and duties may be applicable depending on your shipping destination and the customer shall be liable for paying all duties & taxes on the shipment. Great News! From March 2016 the USA has raised their tax & duty threshold to $800 which means that for orders under $800 NO duty/taxes are payable. Please contact your local customs office for more information on what these charges may be. Simply Duty is a useful tool to calculate whether any duty will be due.

Delivery costs vary on destination and how many items you are ordering. Our delivery charges are listed below. Please note that if you wish to purchase one of our handmade lace garters with your footwear this will be included in your wedding keepsake box so no additional delivery costs apply.

Geographical Areas

1 pair

2 pairs

3 pairs

UK, Mainland Scotland, N Ireland£7.50£7.50£10
Scottish Highlands & Islands, ROI, Isle of Man£15£15£20
Europe & Channel Islands£20£25£35
USA & Canada£25£32£40
Australia & New Zealand£30£45£50
Rest of the World£35£45£55
If your order is urgent please contact us at sales@houseofelliotcollection.com. For an extra charge, we can arrange for expedited shipping providing your item is in stock.

Returns, Exchanges and Refunds

We hope you love your footwear as much as we do! If you do want to return or exchange your item please e-mail us at sales@houseofelliotcollection.com as soon as possible and we will send you a returns/exchange form.

Please ensure your item arrives safely back to us within 14 days of receipt for UK returns and 28 days for international returns. You’ll need to use a trackable mail service with insurance and pay the postage charge. Please note that House of Elliot cannot be held responsible for any loss of your returned item.

We will offer a full refund minus delivery costs, to your original payment method, within 7 working days of receipt of the unworn returned item. Although we credit the payment back immediately please note that due to bank processing times it may take up to 14 working days for the refund to appear on your statement bank/credit card statement.

Sale items must be returned within 7 days of delivery. Sample and customised items are non-refundable.

Items must not be worn/used and should be returned in a perfect and unworn condition, without blemish on the fabric, sole or lining. Only try them on in a soft carpeted area, as even wooden floors can cause damage & we are only able to exchange or refund goods in their original, perfect condition.

Please make sure you return them in the exact packaging (this includes the keepsake box) that you have received them in, otherwise we cannot accept the return/refund you.

We will do our best to find the best style and size for you but if you do require a different style or size we offer free exchanges to UK customers.

If an alternative style is required, please return your purchase to us. Exchanged shoes that are in stock will be sent out within 7 days of receipt of your original item, shoes that are out of stock can take up 10 weeks to make, please get in touch to confirm the stock of your preferred style and size.

Please contact us at sales@houseofelliotcollection.com if you need an international exchange.

You may return your footwear/accessories to us within 28 days of receipt in its original condition & packaging and without any marks to the lace or soles. Please contact sales@houseofelliotcollection.com to arrange an international return and we will send you the required instructions on how to do this.

Please use a reputable shipping service which ensures that your parcel is tracked and insured as we cannot be held responsible for any loss or damage.

For returns outside of the UK & Europe, you must mark your package clearly with the words ‘BRITISH RETURNED GOODS’ on the outside of the parcel and on any paperwork you fill out with your chosen shipper. This ensures that UK customs authorities do not charge import duty. If these instructions are not followed the parcel will be returned to you by customs and you will be responsible for any additional postage costs or customs charges incurred. Please ensure you follow all instructions for returns on the paperwork we will provide you.

For complete peace of mind, we can arrange for our courier to collect your return parcel from you at a competitive rate. The cost will then be deducted from your return.

If you require an exchange of size or style, you are responsible for the cost of returning the item to us and will also be required to make an additional postage payment to cover the cost of the exchanged pair being sent out to you.

Please contact us at sales@houseofelliotcollection.com if you need any assistance with the above.

Payment and Currency

We currently accept payment in £GPB, $USD & EURO. You can use the currency selector on individual product pages to display all prices in £GPB, $USD or EURO and upon checkout you will pay in your selected currency. We can still take your order online if you are from a non £GBP, $USD or EURO country but your card provider or Paypal will make the conversion for you into your local currency.

If you wish to pay in CAD or AUSD please contact us at sales@houseofelliotcollection.com and we can issue you with a secure electronic Paypal invoice for your chosen product which you can pay with any credit or debit card.

We accept payments by Visa Debit, Visa Credit, Mastercard Debit, Mastercard Credit, Paypal, and AMEX (AMEX UK only). Card information is transmitted over secure SSL encryption and is not stored. When on the payment screen just select your card type or the PayPal option if paying by PayPal and follow the online prompts.

Footwear and Accessories

Each of our footwear style’s fit is described in the product description section. Please contact us at sales@houseofelliotcollection.com if you have any questions regarding sizing.

Our footwear is made on the basis of the European Women’s Footwear Size System. Please refer to the chart below to convert your size.

Ladies UK sizeEuropeanUSA & CanadaAustralia/NZ
23544
33655
43766
53877
63988
74099
8411010

We do not make our footwear in half sizes but advise in each product description and sizing tab which size to order if you are in between sizes.

Notes on sizing:

Where the style is listed as true to size we recommend you choose your usual size.

  • If you are in between sizes and have a standard width foot, we would recommend going for the smaller size.
  • If you are in between sizes and have a wider width foot, we would recommend going for the larger size.

The only exceptions to this are our ‘Lizzie Elliot’ boot and ‘Lydia Elliot’ shoe where we would advise sizing up if in between sizes or if you have a wider fit foot.

Where the style is listed as fitting large (‘Evangeline Elliot’ & ‘Lottie Elliot’) we recommend sizing down unless you have wide fit feet in which case we would recommend taking your usual size.

Our ‘Evangeline Elliot’ and ‘Lottie Elliot’ boots are a good style if you have wider feet as the round vintage toe accommodates a wider foot. They are available in ivory, white and black.

If in doubt we would always recommend you measure your feet using the guide below and contact us at sales@houseofelliotcollection.com to confirm the right size for you.

  • Stand on a hard, flat surface on a piece of A4 paper.
  • Preferably get someone else to draw around both feet. If measuring yourself please make sure you have the full weight of your body on your feet and hold the pencil upright and perpendicular to the paper.
  • Measure in centimetres at the longest point A (usually from toe to heel) and at the widest point of the foot B.
  • Send us the larger measurement as it is common to have different feet sizes

We pride ourselves on getting the right size shipped to you first time and will always contact you to confirm your size following order placement.

Our footwear is made from soft leather on the inside which will mould to your feet. We always recommend wearing your footwear for 10 to 15 minutes at a time, several times before you intend to wear them. We are proud of how comfortable they are and this feedback shines through in our wonderful testimonials!

House of Elliot boots feature an adjustable satin ribbon at the side which adjusts the boot to suit most leg widths. If you have particularly slender or particularly athletic calves please contact us so we can ensure the perfect fit. Our Lotti Elliot and Lizzie Elliot ankle boots are the perfect choices if you fall into this category as they suit all leg widths.

If in doubt please measure your calf using the following guide and send us your measurements so we can advise as to the best fit and style for you.

  • Sit down and place your feet flat on the floor in front of you.
  • Take a tape measure and wrap it around the widest part of your calf, taking care not to leave a gap.
  • Measure to the nearest 1cm.

The heel size is 7cm on our Vintage Collection styles ‘Evangeline Elliot’ and ‘Lotti Elliot’ and 5cm on our ‘Lizzie Elliot‘ boots. The heel size is 9cm on our Classic Collection styles ‘Beatrice Elliot’, ‘Goodnight Sweetheart’, and ‘Ella Grace Elliot‘ shoe. The heel size on our ‘Lydia Elliot‘ shoes is 7cm.

There are slight variations depending on size but on average our knee high boots are 40cm high, our over the knee boots are 61cm high, and our ankle boots are 19cm.  All measurements are if standing in bare feet. If you measure up your leg in centimetres this is where the boot will sit.

Yes, our footwear is deemed to be incredibly comfortable. The padded insoles are 100% leather, which ensures the ultimate comfort, and the soft luxurious lace envelopes your foot and leg. We recommend you wear your shoes for 2–3 times before your wedding,for 10 minutes each time. Remember to wear them on a soft surface in order not to mark them! You can also read what our brides have to say on our testimonials page.
Our footwear is available in sizes UK2/EUR35/US4 to a size UK8/EUR41/US10.

Our Vintage Collection styles (Lottie Elliot ankle boot and Evangeline Elliot knee high boot) come up a full size bigger so these can cater for up to a UK9/EUR42/US11

We are unable to change the heel of our boots or customise them. The styles on our website are the styles which our boots are available in.

Our boots are available in the following colours, we are unable to make our boots in custom colours.

Lotti Elliot ankle boot: Ivory & White

Lizzie Elliot ankle boot, Ella Grace Elliot Shoe, Lydia Elliot Shoe, Evie Elliot flat: Ivory

Evangeline Elliot & Beatrice Elliot knee high boots: Ivory, White, Black

Goodnight Sweetheart over the knee boots: Ivory, White, Black, Pillar Box Red (limited edition)

Our ivory is a warm ivory colour which is suited to ivory, and champagne gowns whilst our white is a pure white which is suited to pure white gowns or blush gowns.

Most of our boots come in two traditional bridal colours. Ivory and White. We do not provide a colour matching/dying service.

Our ivory is a warm ivory colour which is suited to ivory, and champagne gowns. As there are so many shades of ivory if your dress is listed as ivory or champagne we would always advice purchasing the ivory boots.  Our white is a pure white which is suited to pure white gowns or blush gowns.

Our footwear can be dyed in light pastel colours but we recommend using a specialist dying service. Please note: once dyed your footwear cannot be returned/refunded.

We only sell our lace shoes and boots exclusively online at this website www.houseofelliotcollection.com and our artisan shoemakers only make our footwear for the ‘House of Elliot’ which is a registered and trademarked brand. If you see images of our boots or shoes being sold on other websites then please be aware these are low quality imitations / replicas / copies which are nothing like our footwear. Sadly, these websites violate image copyright law by unlawfully using our official images to sell their counterfeit footwear. Unfortunately, we have had instances of customers buying from other websites believing they were an original House of Elliot product and have then received an unwearable item, with no recourse for a refund. Based on the many delighted customers we have and the feedback we receive, our footwear from House of Elliot is a high quality handmade product that is reflected in the price. Please be aware that replicas and imitations found elsewhere at a lower price are not the same product as ours. By buying at www.houseofelliotcollection.com you are buying an original pair of high-quality House of Elliot boots/shoes with the additional peace of mind of our returns policy.

As all our boots and shoes are handmade and feature delicate lace we would advise storing them in the keepsake box and acid-free tissue paper that they come in, away from dust and sunlight, until you plan to use them. You can scotch guard your shoes using a scotch guard product which is suitable for delicate fabrics but we always advise trying the product first on an inconspicuous area as formulations may vary by brand & country. Always check the advice on the individual product you are planning on using as we cannot be held responsible for any damage to your footwear.

After you have worn them you can spot clean the lace by diluting a delicate laundry detergent in warm water and rubbing the lace gently with a lint-free soft cloth or towel. Then allow to air dry before storing them back in the box. The soles and heels can also be cleaned in the same way.

Other

We only sell directly to our customers online. We are here to help you through the buying process and will ensure to the best of our efforts that you receive the perfect size and style for you.

Get in touch with us at sales@houseofelliotcollection.com or call us on +44(1793) 978080 with any questions you may have.

We are also happy to arrange for a telephone consultation at a time convenient to you (please take into account time differences).

We can provide you with detailed, high-resolution pictures of our footwear and you always have the option to return your item if it isn’t quite right for you.

The quality of our product/customer service speaks through our testimonials. We also have many happy brides all over the world. Please do read our testimonials here.

We are often asked this question and we can honestly say that we have had brides wearing our lace footwear with many different types of wedding dress.

Whether you have lace dress and wish to coordinate your footwear, or just want to add a hint of lace to a non-lace dress, our footwear is actually incredibly versatile.

Please do take a look at our Blog or Testimonials page for more inspiration.

Please visit our Terms and Conditions page for more information