Delivery & Returns - Full

Delivery

When you shop with us, we ensure your orders reach you wherever you are, quickly and securely! Please note that we no longer offer free shipping, as we aim to give you the most transparent shipping cost - the exact amount we are charged by the courier and shipping companies. This cost will be automatically calculated for you before you checkout, based on the weight of your items.
We offer products in-stock in our UK warehouse and also on-demand items that are produced for you after you order.

On-Demand Items Shipped Internationally

On-demand items will be produced at the nearest elven enclave to your delivery address, ensuring less transit time and reduced environmental impact.
Crafting times for on-demand items may vary, but rest assured we are working our magical fingers to the bone to deliver your unique products as quickly as possible.
We show you the estimated production time of each product in business days, that is Monday to Friday and excludes some holidays. Our elves often work over the weekend, especially if we provide them that good dwarven ale they love.
Due to the secretive nature of our elven enclaves and the variety of destination countries, we cannot list all the shipping options here. Instead, simply add an on-demand item to your cart and enter your address at checkout to see a comprehensive delivery estimate and the exact shipping cost – clear as mithril!
Our made on-demand shoes can be shipped to over 50 countries, see list of countries here.
On occasion, an Express upgrade may be available for on-demand items. If so, it will be clearly indicated, complete with its own delivery estimate.
Please note that if your cart contains both in-stock and on-demand products, you will see the combined shipping cost but not a delivery estimate due to the complex nature of these mixed orders.
We’ll do our best to put everything in one shipment but you might get multiple parcels delivered to your door. More chances to brighten your day!

In-Stock Items Shipped in the UK

Orders of in-stock items placed before 13:00 UK time will be shipped on the same day from our UK facility.
We offer standard 1 to 2 day shipping in the UK with an option to upgrade to Next Day delivery.
You can also get Next Day Saturday Delivery if you order on Friday morning.

In-stock Items Shipped Internationally

We use normal post with and without tracking.
Sometimes we force tracking either because it’s cheaper than normal post (one of life’s greatest mysteries) or because we don’t trust the postmen of a specific country without tracking.
The post only allows parcels up to 2 kg so if you order many heavy items (thank you!) we will have to use DHL or another courier. It can be expensive but sometimes it's the only option. You can try placing multiple orders instead to keep the weight low enough and shipping might be cheaper in this case.

Key info

  • Shipping costs are weight based and calculated during checkout and before you make payment.
  • We use the postal service and DPD in the UK.
  • We use the postal service and DHL internationally.
  • We process orders Monday - Friday, excluding UK Bank Holidays.
  • All orders placed before 13:00 UK time will be shipped on the same day. Orders placed after 13:00 will be shipped the next day. Weekends don't count for next day delivery.
  • Shipping times vary depending on the item type (in-stock or on-demand) and your delivery address.
  • Check your account or Shipping Confirmation email for your tracking Number, if a tracked service was used.
  • We always resend any items lost or damaged in transit.
  • We take full responsibility for any mistakes we make (rare as they are ;) ) so we will fix, resend, and keep you all spoiled if anything bad happens, at no cost to you.
  • We strive to dispatch very fast so assume that no orders can be modified, cancelled or combined. We're happy to try if you get in touch immediately but there will be some luck involved. If your order has already started processing in our fulfilment centre or on-demand facility we won't be able to make any changes or cancellations.
  • For all shipments import duties and taxes may apply and you will be responsible for them.
  • From July 2021 all parcels sent to the EU may incure customs and VAT fees, no matter what is the amount of your order. Please keep in mind that you will be responsible for paying them when your parcel arrives to your country.

Returns

  • If you want to return shoes, please get in touch with us.
  • For all other items, please fill in the Returns form. You will get instructions and your return can be processed quickly: Return A Product Form.
  • We offer FREE size replacement for all shoes.
  • For international orders return shipping is on you, we apologize for any inconvenience.
  • We accept all returns/exchanges and will refund you the cost of the items as soon as we receive them and after review they are in satisfactory condition.
  • If you return your whole order, we will refund any shipping costs as well.
  • If you return a part of your order, we will only refund the cost of the items returned.
  • If we ask you to return a faulty or damaged item, shipping is on us by way of a refund on your order. If you already have a full refund, we will offer store credit on the value of the return shipping.
  • Items must be returned within 60 days of ordering. Please contact us as soon as possible to arrange a return or better yet fill in the form Return A Product Form.
  • Items must be unworn or in ‘As New’ Condition. Any items received worn out or damaged we will not be able to refund you for. We’ll contact you to arrange sending the items back to you, at your expense.
  • Make sure that pet products are free of hair or we won't be able to accept them!
  • Please pack the items with care so they don’t get damaged while travelling back to us and obtain proof of postage when you return your items in case they get lost in transit.
  • For any more information or to arrange a return/exchange please contact us to set it up, it will be easy and painless! :)