Frequently Asked Questions
The essentials
Are ELLARD shoes handcrafted?
Yes. Every ELLARD pair is handcrafted and individually finished. Small variations in leather grain, tone, stitching, edging, and polish can occur from pair to pair. These are natural signs of genuine leather and hand-finishing, not defects, provided the shoes otherwise materially match their description and photographs.
What materials do you use?
Our current articles use a cow-leather upper, goat-leather interior and lining where specified, and a durable TPR rubber-based sole. The exact materials for each article are listed on its product page.
What sizes are available?
ELLARD uses standard men's EU sizing from 39 to 44. Choose the size you normally wear in formal leather shoes and open the Size Guide on the product page for the EU, UK, and US conversion chart.
How can I check my size?
Measure both feet while standing and use the larger measurement. If you are uncertain, email hello@ellard.store with your usual formal-shoe size before ordering.
Which payment method is available?
Orders are currently available through cash on delivery only.
How are cash-on-delivery orders confirmed?
We confirm cash-on-delivery orders through WhatsApp before dispatch. Please provide an active phone number and reply to the confirmation message. Unconfirmed orders may be held or cancelled.
Is delivery free?
Yes. Standard nationwide delivery within Pakistan is free on every accepted order.
When will my order arrive?
Orders confirmed before 2:00 PM Pakistan Standard Time are dispatched on the same working day. Delivery usually takes 5 to 7 working days after dispatch. Remote locations, public holidays, weather, or courier disruption can take longer.
Can I return or exchange a pair?
Yes. You may request a return or size exchange within 7 calendar days of delivery, provided the shoes are only tried indoors and returned in eligible condition with all original packaging.
Who pays the courier charges for an exchange?
For a non-defective return or customer-selected size exchange, you arrange and pay for shipping back to ELLARD. For one approved size exchange, ELLARD pays to send the replacement pair.
What if my pair has a manufacturing defect?
Manufacturing-defect claims can be submitted within 30 calendar days of delivery. Verified claims may be repaired, replaced, or refunded, with reasonable shipping costs covered by ELLARD.
How are cash-on-delivery refunds issued?
Approved cash-on-delivery refunds are issued by bank transfer, Easypaisa, or JazzCash after the returned pair has been received and inspected.
Can I change or cancel an order?
Email hello@ellard.store immediately. We will try to help, but changes or cancellation cannot be guaranteed after dispatch.
How should I care for the leather?
Wipe the shoes with a soft, dry cloth after wear, let damp footwear air-dry away from direct heat, and use a suitable leather conditioner sparingly. Do not soak or machine wash the shoes.