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Frequently Asked Questions

Q. I need a pair of white shoes but like a pair that is not available in white, can it be dyed white?
A. Some of our shoes can be bleached white and you would not know the difference. The ranges of shoes that can be dyed white are Paradox Pink, Rainbow Club, Else, Meadows.

Q. I see that your white shoes can be dyed to ivory, how does this work?
A. Our white shoes can be dyed to ivory. This colour is equivalent to the colour of the ivory Rainbow and Pink brands of shoes. When returning your shoes, complete the enclosed colour form and attach a swatch of your material and we can compare your swatch to the nearest colour. We recommend you try the shoe prior to it being dyed as there is no return on the item once it has been dyed.  However should you wish to have the dye applied without trying the shoe, we are happy to dye the item prior to having it sent out. Please contact the shop for further details.

Q. Can I have shoes made in my own material or specially made white?
A. Yes, for an extra charge some of our shoes are able to be custom made in your material or even manufactured especially in white. Please telephone us for further details.

Q. Do you have any wide fitting shoes?
A. Yes, shoes that are available in wide fitting have sizes ending in either a D (Wide) or EE (Extra wide). There are also some shoes which are classed as standard fitting but are suitable for a wider foot. If you need any advice please contact us by email or telephone.

Q. Some of your shoes say they can be dyed to ivory, white or any other colour, do you offer this service?
A. Yes, we offer a full in-house dye service which means we do not rely on a third party getting items dyed in time for your event. We are in full control of timescales and will always work towards your deadline. Our in-house colourists have years of experience in mixing colours and will always take the greatest care when handling your shoes. See our Colour Studio page for more information and pricing.

Q. How long will my order take to ship?
If your item is in stock please allow approx 7-10 working days, but often much sooner depending on public holidays weekends etc.  If you require your item sooner than this please contact us by phone.  You can upgrade your postage so we can arrange next day delivery.  If an item is out of stock this can take approx 7-10 days to order in from our supplier (again often sooner depending if the supplier is in this country) and then we will send directly you.  This may not even affect the dispatch timescale by much.  When placing your order we ask for your event date and also your event fitting date.  These dates are required to help us meet your deadlines and timescales, sometimes we may not be able to achieve your dates of fitting if they are short notice, in this eventuality, we advise you call us to check timescales of deliveries or we can offer you the heel height for you to compare against one of your own styles.  Please note if you put false dates against your order with tight achievable deadlines this may actually hold your order up if we can not achieve your given date.

Q. Can I rush my order through?
Absolutely, if your item is in stock you can pay a small amount to upgrade your postage and have it sent next day delivery.  We can even send the item for a before 9am delivery or arrange for a Saturday delivery.  Please call us to check if your order can be shipped this way.

Q. What is your returns policy?
We operate a 30-day returns policy for either refund or exchange.  We ask you to try our shoes on with the provided hygiene foot socks (as silk and satin shoes mark very easily) and walk only on a carpeted surface to avoid the soles getting scuffed.  You can return your items back for refund or exchange.  Please note we offer free UK postage on your exchanged item.  We do not accept returns on items of jewellery that contain earrings, dyed items, or special order items that have been jewelled or personalised in anyway or special orders of half sizes. 
Sale items should be received back at Elegant Steps within 14 days of you receiving the order. This does not affect your statutory rights.

Q.    I have sent my items back for return but I haven’t had my refund yet.
We advise you to return your items back via a trackable method of postage ie Royal Mail 1st or 2nd Class signed for, that way you can ensure we have received your items back at Elegant Steps.  Once a return arrives at Elegant Steps it is passed to our Quality Control Department who inspect the item to ensure it is in the same perfect condition it was dispatched to you. Once the items have been quality checked your refund will be processed and an email sent.  Your refund will usually show on your account within 7-10 days of your returned item being received by us.  However, please allow for up to 30 days for the refund to show on your statement as it can take longer for money to process through banking systems, paper statements, public holidays etc. Please note, as we receive many returned items back each day, we advise you to check your own returns tracking number to ensure we have received the items.  We advise you not to contact us unless it is over the 30 day transition period, contacting us may actually slow down your returns process.  

Q. How do I make my return or exchange?
Simply complete the exchange/returns form which is included in the box with your order, and state your reason for wanting to return the item and the new item you require instead.  Please place the returned item and returns form in the original box. Peel off the returns form and attach it to the outside of the box and take it to your local post office.  You are responsible for your returns postage so we suggest you send your items back to us the same way they were sent to you, or a method of postage where you can track and insure your item as we are not responsible if your item goes missing in the post.  Please note we offer a free postage on UK only exchanges and can also offer you advice on alternative styles or sizes.

Q. I’m over the 30 returns policy can I return the item?
We are very strict on our 30-day returns policy.  If you have a problem with the 30 days or want to tie your order with a fitting or a bridesmaid coming to visit, or you are going home to your parents address etc, please call us and we can arrange to hold off sending your order until it is more convenient to yourself and will fit in with our returns policy.  We appreciate that certain situations can affect your returns, please contact us and we may be able to sort out an exchange. 
We regret we are unable to accept back any items purchased in a SALE beyond 14 days after delivery. 

Q. I'm interested in buying Diane Hassall shoes and notice that they are made to order, does this exclude them from your returns policy?

No.  You can still return Diane Hassall shoes within our usual returns policy.  We do stock a lot of the sizes but if we need to order from the manufacturer they take six to eight weeks to arrive.  If you need them in a hurry please call and we will do our best to see if we can get a pair in time for you.

Q. Can you help me with my discount code?
You need to enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount Codes / Gift Certificates ' box (you'll find it on the 'My Bag' section, beneath the items in your order). It looks like this: