FAQ | Elorvian Comfort Footwear & Bamboo Socks
Ordering and payment
What payment methods do you accept?
Available payment methods are shown at checkout and can vary by country and device. They may include PayPal, major credit and debit cards, Apple Pay, Google Pay, and other local options.
Is checkout secure?
Yes. Payments are processed through Shopify and connected payment providers using encrypted checkout. Elorvian does not store full card details.
Can I change or cancel my order?
If your order has not shipped, email support@elorvian.com with your order number. We will try to update or cancel it. Once shipped, it must be returned after delivery.
Shipping
How long does shipping take?
Orders are processed within 1 to 3 business days. Estimated delivery for most destinations is 8 to 15 business days after dispatch. Delivery times are estimates and may vary because of customs clearance, carrier delays, weather, or seasonal demand.
Is shipping free?
Standard shipping is free on all orders in every available market. There is no minimum purchase requirement. See our Shipping Policy for full details.
How do I track my order?
You receive a tracking link by email after your order ships. Tracking information may take up to 72 hours to become active. Check your spam folder if the email does not arrive, then contact support if needed.
Returns
What is your return policy?
You can request a return within 30 days of delivery. Items must be unworn, in original condition, and returned with the original packaging.
Who pays for return shipping?
The customer normally pays return shipping. Elorvian covers the cost when the wrong item arrives or the product arrives damaged.
How long do refunds take?
We process approved refunds after inspection. Your bank or payment provider may need another 5 to 10 business days to show the funds.
Product
How do I choose the right size?
Use the size chart and measurements on the product page. Fit varies by product, so do not rely only on your usual size.
How do I care for the product?
Follow the care instructions on the product page. For most footwear, use a soft damp cloth, mild soap when needed, and air dry away from direct heat.
Are your products medical devices?
No. Elorvian products are intended for comfort and everyday use. They are not medical devices and do not diagnose, treat, or prevent health conditions.
Support
How do I contact you?
Email support@elorvian.com, call +49 176 31593674 in Europe or +1 307 204 5578 in the United States. Phone hours are Monday to Friday, 09:00 to 17:00 CET.