Returns & Exchanges
Last updated: 1 September 2026
We want every ELLARD pair to arrive as ordered and meet the standard described on our website. This policy explains returns, size exchanges, incorrect orders, and manufacturing-defect claims for purchases delivered within Pakistan.
Returns and size exchanges
You may request a return or size exchange within 7 calendar days of delivery.
To qualify, the shoes must be:
- unworn outdoors and only tried on indoors on a clean surface;
- free from creasing, scuffs, dirt, stains, odour, damage, or alteration;
- returned with the original box, inserts, tags, accessories, and proof of purchase; and
- packed securely so the product and shoe box are not damaged in transit.
Email hello@ellard.store with your order number and request before sending anything back. Returns sent without prior approval may be delayed or refused if they cannot be identified or do not meet the eligibility conditions.
Shipping costs for non-defective returns
For a change-of-mind return or customer-selected size exchange, the customer arranges and pays for shipping back to ELLARD. The returned parcel remains the customer's responsibility until it is delivered to us, so a traceable courier service is strongly recommended.
For an approved size exchange, ELLARD will pay to send one replacement pair. Replacement sizes are subject to availability. Any additional exchange requested for the same order may require the customer to pay the related courier costs.
Refunds
Eligible refunds are processed after the returned pair has been received and inspected. If approved, ELLARD will initiate the refund within 7 working days. Your bank or payment service may require additional time to make the funds available.
Orders originally paid by cash on delivery can be refunded by bank transfer, Easypaisa, or JazzCash. The customer must provide accurate account details. ELLARD is not responsible for delays or loss caused by incorrect refund information supplied by the customer.
Because standard delivery is free, no original standard-delivery charge is deducted from an eligible refund. The customer's cost of returning a non-defective product is not reimbursed.
Incorrect, damaged, or incomplete orders
If the wrong item or size was supplied by ELLARD, or the parcel arrived visibly damaged or incomplete, contact us as soon as possible and preferably within 48 hours of delivery. Include the order number and clear photographs or video of the parcel, shipping label, packaging, and product. ELLARD will cover reasonable return and replacement shipping for a verified claim.
Manufacturing defects
Manufacturing-defect claims may be submitted within 30 calendar days of delivery. After inspection and verification, an appropriate remedy may include repair, replacement, or refund. ELLARD will cover reasonable shipping costs for an approved manufacturing-defect claim.
Manufacturing defects do not include:
- normal leather creasing, natural grain or minor shade variation;
- ordinary sole wear, scuffing, scratches, stains, or colour transfer;
- damage caused by water, heat, chemicals, impact, improper storage, or unsuitable cleaning products;
- damage caused by misuse, neglect, alteration, or repair by another party; or
- fit discomfort or sizing issues after the shoes have been worn outdoors.
Natural variation is expected in genuine leather, but the product must still materially match its description and photographs.
Rejected returns
If a returned pair is worn, damaged, incomplete, outside the stated period, or otherwise ineligible, the refund or exchange may be refused. The customer may be required to pay courier costs if they want an ineligible item sent back.
Your legal rights
Nothing in this policy excludes or limits rights or remedies that cannot legally be excluded under applicable consumer-protection law.
Contact
Email: hello@ellard.store