FAQ

Ordering and payment

What payment methods do you accept?
Klarna, PayPal, Visa, Mastercard, American Express, Apple Pay, and Google Pay. SEPA direct debit is available at checkout for German customers.

Is checkout secure?
Yes. All payments are processed through Shopify Payments and PayPal with SSL encryption. We never see or store your card details.

Can I change or cancel my order?
If your order has not shipped yet, email us at support@elorvian.com with your order number and we will adjust or cancel it. Once shipped, the order has to be returned after delivery.

Shipping

How long does shipping take?
Germany: 3 to 6 business days. Austria and Switzerland: 4 to 7 business days. Rest of Europe: 5 to 9 business days. United Kingdom and United States: 7 to 14 business days.

Is shipping free?
Free shipping in Germany on orders over 50 EUR. Flat shipping rates apply for other countries. See our Shipping page for full details.

How do I track my order?
You receive a tracking link by email as soon as your order ships. If you do not see the email, check your spam folder or contact us.

Returns

What is your return policy?
30 days from delivery for a full refund. Items must be unworn and in original condition with packaging.

Who pays for return shipping?
The customer pays return shipping (4.90 EUR for Germany). If the product arrives damaged or wrong, we cover the cost in full.

How long do refunds take?
5 business days from when we receive your return for processing, plus 5 to 10 business days for the funds to appear on your account.

Product

How do I choose the right size?
Each product page includes a size chart with measurements in centimeters. If you have a higher instep or wider forefoot, choose one size up.

How do I care for the product?
Hand wash with cold water and mild soap. Air dry away from direct heat. Do not tumble dry or machine wash.

Are your products medical devices?
No. Our products are designed for comfort and everyday wear. They are not medical devices and do not treat any health condition. For specific foot or health concerns, consult a qualified specialist.

Support

How do I contact you?
Email support@elorvian.com, call +49 176 31593674 (Germany and Europe) or +1 307 204 5578 (United States). Phone hours: Monday to Friday, 09:00 to 17:00 CET.