Shipping policy


Thank you for shopping with ELEGANZ

This Shipping Policy explains how orders are processed and shipped, including shipping destinations, estimated delivery times, tracking, customs, taxes, delivery issues, and other matters relating to the delivery of your order.

Because we serve customers in different countries, shipping conditions may vary depending on the destination and applicable laws.

Nothing in this Shipping Policy is intended to exclude or limit mandatory consumer rights that apply to your purchase.

1. ABOUT OUR SHIPPING

Our online store sells footwear and related products to customers in different countries.

Certain destinations may be unavailable due to legal, logistical, carrier, customs, or other restrictions.

2. ORDER PROCESSING

After an order is successfully placed and payment is authorized, we will begin preparing the order for shipment.

Estimated processing time: 3 days

Processing times may be affected by circumstances such as:

  • High order volumes;

  • Sales or promotional periods;

  • Public holidays;

  • Product availability;

  • Address verification;

  • Payment verification;

  • Other circumstances affecting order fulfillment.

Where an order contains products with different processing times, the order may be processed according to the applicable availability of each product.

Split-shipment policy: [PREENCHER]

3. SHIPPING METHODS

Available shipping methods may depend on the customer's location.

Shipping options and estimated delivery dates, when available, will be displayed during the checkout process.

4. SHIPPING COSTS

Shipping costs are determined according to:

Shipping charges may depend on factors such as:

  • Destination country;

  • Delivery address;

  • Shipping method;

  • Order weight or dimensions;

  • Order value;

  • Applicable promotions.

Free shipping conditions: when the store makes it available at checkout

Any applicable shipping charge will be displayed during checkout before the order is submitted, subject to applicable law.

5. DELIVERY ESTIMATES

Delivery times displayed on our website or during checkout are generally estimates unless expressly stated otherwise.

Delivery may take longer due to circumstances outside our reasonable control, including:

  • Customs processing;

  • Carrier delays;

  • Severe weather;

  • Public holidays;

  • Transportation disruptions;

  • Incorrect or incomplete addresses;

  • Government restrictions;

  • Import procedures;

  • Other unforeseen circumstances.

Where applicable law establishes mandatory delivery requirements or remedies for delayed delivery, those requirements will apply.

6. ORDER TRACKING

If tracking is available for your order, tracking information may be provided by email or through your customer account.

Tracking information is provided by the relevant carrier and may not update immediately after shipment.

Once a package has been handed to the carrier, tracking updates may depend on the carrier's systems and procedures.

7. INTERNATIONAL SHIPPING

International orders may involve additional procedures before delivery.

Depending on the destination country, an order may be subject to:

  • Customs inspection;

  • Import duties;

  • Taxes;

  • Brokerage or handling fees;

  • Import documentation;

  • Other local requirements.

Customers are responsible for providing accurate and complete delivery information.

8. CUSTOMS, DUTIES, AND IMPORT TAXES

Depending on the destination, international orders may be subject to customs duties, import taxes, VAT, GST, brokerage fees, or other charges.

Where such charges are imposed on the customer, they are generally separate from the product price and shipping charge unless otherwise stated during checkout.

Customers should check the applicable import requirements of their destination country before placing an international order.

We cannot guarantee that a particular shipment will not be subject to customs charges.

9. CUSTOMS DELAYS

Customs authorities may delay shipments for inspection, documentation, payment of applicable charges, or other reasons.

Customs processing times are generally outside our direct control.

However, we will provide reasonable assistance where appropriate and where information is available to us.

10. RESTRICTED OR UNAVAILABLE DESTINATIONS

We may be unable to ship to certain countries, territories, regions, military addresses, post office boxes, remote locations, or other destinations.

If we determine after an order has been placed that delivery to the selected destination is unavailable, we may contact the customer to discuss available options.

Where an order cannot be fulfilled, any refund will be handled in accordance with our applicable policies and applicable law.

11. INCORRECT OR INCOMPLETE ADDRESS

Customers are responsible for providing accurate and complete shipping information.

Please carefully review your:

  • Full name;

  • Street address;

  • Apartment/unit number;

  • City;

  • State or province;

  • Postal code;

  • Country;

  • Telephone number, where required.

If an order has not yet shipped, contact us as soon as possible at:

Email: support@eleganzco.com

We cannot guarantee that address changes can be made after an order has been processed or shipped.

12. FAILED DELIVERY ATTEMPTS

If a carrier is unable to deliver an order, the carrier may make additional delivery attempts or provide instructions for collection, depending on the destination and shipping method.

If the package is returned to us because the customer failed to accept delivery, provided an incorrect address, or failed to comply with applicable delivery requirements, any resulting costs or refund treatment will be handled according to applicable law and our policies.

13. REFUSED PACKAGES

If a customer refuses delivery of an order:

Depending on the circumstances, shipping, return, customs, or other costs may apply where permitted by applicable law.

Mandatory consumer rights remain unaffected.

14. LOST PACKAGES

If tracking indicates that a package has been lost or the carrier confirms that the package cannot be delivered:

Customers should contact us at:

Email: support@eleganzco.com

We may request information necessary to investigate the shipment with the relevant carrier.

Any replacement or refund will be handled according to our applicable policies and applicable law.

15. PACKAGE MARKED AS DELIVERED

If tracking indicates that a package was delivered but you have not received it, please contact us as soon as possible.

We may contact or request information from the relevant carrier to investigate the delivery status.

Customers should also check, where applicable, with:

  • Household members;

  • Building reception;

  • Neighbors;

  • Safe delivery locations;

  • Local carrier facilities.

The applicable consumer rights and responsibilities will depend on the circumstances and the law applicable to the transaction.

16. DAMAGED PACKAGES

If your order arrives visibly damaged, please contact us at:

Email: support@eleganzco.com

Where reasonably possible, provide photographs showing:

  • The external packaging;

  • The shipping label;

  • The damaged product;

  • Any visible damage.

Damage-reporting period: 7 days

We will review the circumstances and provide an appropriate remedy in accordance with our policies and applicable law.

17. WRONG PRODUCT OR MISSING ITEM

If you receive a product that is different from what you ordered, or if an item appears to be missing from your shipment, contact us at:

Email: support@eleganzco.com

Reporting period: 7 days

Please provide your order number and relevant information so that we can investigate the issue.

If the problem resulted from an error on our part, we will provide the appropriate remedy in accordance with applicable law.

18. PRE-ORDERS

If a product is offered as a pre-order, any applicable estimated shipping or availability date will be displayed on the relevant product page or during checkout.

Estimated dates may change where permitted by applicable law.

19. MULTIPLE SHIPMENTS

An order may, where applicable, be shipped in multiple packages.

If an order is divided into multiple shipments, tracking information may be provided separately for each shipment.

20. DELIVERY TO REMOTE AREAS

Some destinations may require additional delivery time or charges due to their geographic location.

Any applicable additional charge should be disclosed before the order is completed where required by applicable law.

21. DELIVERY TO PO BOXES

Certain carriers or shipping methods may not deliver to PO Boxes.

Customers are responsible for providing an address compatible with the selected shipping method.

22. SHIPPING RESTRICTIONS

Certain products or destinations may be subject to shipping restrictions.

We may refuse or cancel shipments where delivery would violate applicable laws, carrier restrictions, customs requirements, or other applicable rules.

23. CHANGES TO SHIPPING INFORMATION

If you need to change your shipping address after placing an order, contact us as soon as possible.

We cannot guarantee that changes can be made after an order has entered processing or has been shipped.

24. SHIPPING DELAYS

We aim to process and ship orders within the estimated timeframes stated on our website.

However, delays may occur due to circumstances outside our reasonable control.

Examples include:

  • Customs delays;

  • Carrier disruptions;

  • Severe weather;

  • Natural disasters;

  • Public holidays;

  • Government actions;

  • Transportation disruptions;

  • Labor disruptions;

  • Unexpected operational issues.

This section does not exclude any mandatory consumer rights or remedies applicable to delayed deliveries.

25. ORDER CANCELLATION DUE TO SHIPPING ISSUES

If we are unable to ship an order to the selected destination, we may contact you regarding available alternatives.

Where fulfillment is not possible, we may cancel the affected order and issue any applicable refund in accordance with our Returns & Refunds Policy and applicable law.

26. RETURNS AND SHIPPING

Shipping-related costs associated with product returns are governed by our Returns & Refunds Policy.

The responsibility for return shipping costs may depend on the reason for the return and the mandatory consumer laws applicable to the transaction.

27. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Providing accurate shipping information;

  • Providing a valid delivery address;

  • Monitoring tracking information when available;

  • Following applicable customs procedures;

  • Paying applicable charges where legally required;

  • Being available to receive the shipment where necessary;

  • Contacting us promptly regarding shipping problems.

These responsibilities do not limit mandatory rights provided to consumers under applicable law.

28. SHIPPING AND CONSUMER RIGHTS

Because we sell internationally, different consumer protection laws may apply depending on the customer's location and the circumstances of the transaction.

Nothing in this Shipping Policy is intended to:

  • Waive mandatory consumer rights;

  • Exclude statutory remedies;

  • Remove legally required delivery obligations;

  • Impose charges that cannot legally be passed to the consumer.

Where a mandatory legal requirement conflicts with this Policy, the applicable mandatory requirement will prevail to the extent required by law.

29. CONTACT US

If you have questions regarding shipping, delivery, tracking, customs, or your order, please contact us:

Email: support@eleganzco.com

30. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping Policy from time to time to reflect changes in our shipping procedures, carriers, destinations, products, or applicable legal requirements.