FAQ

 

WHAT COUNTRIES DO YOU DELIVER TO?

We ship worldwide.

 

DO I HAVE TO PAY CUSTOMS AND IMPORT CHARGES?

If your order is being delivered within Mexico or the European Union  you will not pay duty fees. It is possible that some countries charge taxes in this case, these charges are the buyer’s responsibility.


DO YOU DELIVER TO HOTELS?

Yes, we can deliver to your hotel.

 

DO I HAVE TO SIGN FOR DELIVERY?

Yes, we will require a signature upon delivery for all goods shipped.

DHL can deliver to certain destinations without obtaining a signature. Please note, that if you choose this option and no signature is collected (for example if left in a safe place or with a neighbour), you agree to our terms and conditions and, confirm that Karla Elton can leave your package(s) outside the premises at the shipping address provided by you or with a neighbour without obtaining a signature for proof of delivery and take full responsibility for any loss or damage that may occur.

On occasion, DHL may refuse to deliver your order if they are of the opinion that the shipping address is considered to be unsafe.

CAN I TRACK MY SHIPMENT?

Yes, once your order is dispatched from our warehouse you will receive an email of notification from us including your tracking number.

CAN I CHANGE MY DELIVERY ADDRESS ONCE MY ORDER HAS BEEN PLACED?

No details, including the delivery address can be changed. Your order can be cancelled or recalled and a new order will have to be placed using the new details.

Terms and conditions

DELIVERY TIMES AND COSTS

Orders placed before 5pm GMT will be dispatched that same evening.

 

EU and MÉXICO EXPRESS SHIPPING

5-7 working days (free)

 

INTERNATIONAL DELIVERY

 International shipping  10-15 working days (free)

Returns Policy

All returns should be sent back with the Karla Elton shoe box and dustbag included.

Please ensure when returning the parcel that the Karla Elton box is protected using the carton provided.

Returns will only be accepted in an unworn condition and in their original state. Please try shoes only on a clean and carpeted surface so that the soles remain unmarked.

Returns that are damaged, soiled or returned without the original box may not be accepted and may be returned to the customer.

How to return an item

Returns must be received within 20 days of delivery

  • Book your return at www.karlaelton.com

  • Fill out the form included in your order

  • You will be notified by email once your return has been received and processed. Please contact us with your enquiry.

  • A return request outside of the 20 day window may be accepted at our discretion.

Return shipping charges

The shipping charges you will incur through returning an order are as follows. (This will be taken from the total of your refund, rather than charge your card again).

 

México and EU (free) rest of the world (20 DLS)

 

REFUNDS

Refunds will be credited back to the card originally used for payment.

 

The original shipping charges will not be refunded. If you have been charged duties and taxes these will not be refunded, you will be notified by email once your return has been received and processed.

KLARNA

In order to provide you with Klarna's payment options, we may need to provide Klarna with your personal data, including your contact details and your order details, so that Klarna can assess whether you meet the conditions for benefiting and adapt them to your needs. Your transferred personal data will be treated in accordance with Klarna's privacy policy ”

https://www.klarna.com/international/privacy-policy/