Frequently Asked Questions


  • Are shoe size according to the regular European sizes / Fit true to size?

We seek your understanding that the measurements of our shoes are slightly different from the regular European sizes with a difference of approximately 0.1cm to 0.3cm lesser as products are hand-made manufactured.


  • Do I need to sign up for an account to place an order?

No, you do not need to sign up for an account with us to place an order. Once you have checked out your cart, you’ll be automatically signed up with us and you’ll receive an email notification with your login details.


  • How long does payment verification take?

For credit card and debit card payments, payment verification is instant. Unfortunately, we do not accept bank transfer and check.


  • How long does customer service take to reply my email?

We aim to respond to all email queries within 24 hours except on weekends and Bank Holidays


  • How do I obtain my registered parcel’s tracking number

The customer will get a dispatch confirmation email, which is branded as Seira Elves, and if the shipment is a tracked shipment, there is a link to the tracking page within that dispatch confirmation email that will display the tracking when clicked, on a browser.    

  • Can I amend / cancel my order after it is placed?

We are sorry but once your order has been placed, amending and cancelling is prohibited.

  • Can I have Saturday delivery on any items?

Unfortunately, we do not offer delivery on Saturday. 

  • How do I know if something is in stock?

For any product, it is shown in the website that how many stocks are available. This information is up-to-date.


  • Do you have a catalogue?

No – we do not produce a paper catalogue. Our website is our catalogue, and this enables us to keep our product range up-to date, and our stock information accurate.


  • My order has not arrived – what do I do?

If you have not received your order within 10 working days or more after the due delivery date (standard delivery) and 5 working days (special delivery), please do let us know straight away by email to Please quote your Order reference number, name, telephone number and postcode 


  • What happens if I don't like the items or they do not fit?

You may return items according to our delivery and return conditions that is written under our website “Return Policy” page.


  • Do I have to pay for the return postage if I am sending items back?

Yes – You are responsible for the cost of getting items back to us safely


  • Can I have free postage on my order?

Free shipping will be applied. When you order up to £100 

  • When is my credit card charged?

We charge your card when you press Complete My Order and Pay Now.