HELP / FAQS

Which countries, delivery times, and options are available?

Orders placed on ernestleoty.com can be delivered worldwide, except for specific restricted countries.

• Order preparation:
  Orders are prepared within an average of 7 to 10 days (excluding weekends and public holidays). This timeframe may be extended during peak sales periods.
• Delivery timeframe:
  Once shipped, orders are delivered to your home with a signature required, from Monday to Saturday, within an average of 2 to 3 days (excluding public holidays).

Note: Exceptional circumstances, such as weather conditions, may occasionally cause delivery delays.

How much does delivery cost?

Delivery is free, regardless of your order amount, in eligible countries.

Once your package has been shipped, you will receive an email containing your tracking number. You will also be notified of delivery details via email or SMS.

If you are absent during delivery, a notice will be left in your mailbox.

If you notice an error in your delivery address after confirming your order:

1. Contact us as soon as possible at contact@ernestleoty.com.
2. If we are unable to modify the address, you will need to contact the carrier directly once they provide you with the delivery details via email.

For order errors, you may return the item(s) and place a new order.

Damaged parcels or items

Our logistics team takes great care in preparing your orders and working with reliable delivery services. However, if your parcel arrives damaged:

1. Check that all ordered items are present and in good condition.
2. If there is an issue, contact us promptly at contact@ernestleoty.com with the following:

Important: Do not remove the ERNEST LEOTY tag from the affected items. Keeping the tag intact is essential for processing your request.

Missing items

If an item is missing from your parcel despite our careful preparation:

• Contact us promptly at contact@ernestleoty.com.
• Provide your order number and the reference of the missing item.

We will address your request as quickly as possible.

Defective items

If you receive an item that does not meet the Maison’s quality standards (e.g., holes, stains, loose threads):

1. Contact us promptly at contact@ernestleoty.com.
2. Provide your order number, photos of the defective item, and its reference.

Note: The ERNEST LEOTY tag must remain attached to the item for the return to be accepted.

You have 14 calendar days from the date you receive your order to return it.

Currently, it is not possible to exchange items for orders placed on ernestleoty.com. However, you can:

1. Return the item(s) in accordance with the conditions outlined below.
2. Place a new order for the desired product.

To be eligible for a refund, returned items must:

• Be in their original condition: unworn, unwashed, and undamaged.
• Retain all original tags.
• Shoes must be tried only on clean surfaces and returned in their original box, placed inside a shipping parcel.

We kindly ask that you return items in their original packaging.
Note: Customized products cannot be returned.

If a return does not comply with ERNEST LEOTY’s return conditions, it will be refused, and no refund will be issued. In such cases, our customer service team will contact you by email.

Ensure the items meet the return conditions (see above) and that all tags are intact. Without this, we cannot process your refund.

Place the items in their original packaging.

Seal your package and attach the prepaid return label provided with your order.

Drop off your package at a designated drop-off point of the carrier indicated on the prepaid label.

Once your package has been received by our warehouse, our team will inspect it within a few days.

If the return meets the conditions, you will receive a confirmation email, and the refund will be issued within 14 days to the payment method used for the purchase.

Please retain your proof of drop-off until the return is fully processed.

- Payment by credit card: The value of the returned items will be credited back to your card.

- Payment by PayPal: The value of the returned items will be credited back to your PayPal account.

Gift Wrapping

Currently, the gift-wrapping option is not available on our online store.

Modify an Order

Once your order is confirmed, please contact us promptly by email at contact@ernestleoty.com in case of an error.

• If we are unable to modify your order details, you have 14 calendar days from the date of receipt to return it free of charge.
• As exchanges are not possible, we will refund the returned items if the return conditions are met.

Find an Invoice

An invoice is issued for every order:

• For guest orders, the invoice will be sent as a link in the shipment confirmation email.
• For orders placed via a customer account, the invoice will be available in your account under the My Orders section.

Modify an Invoice

For security reasons, billing information cannot be modified once the order has been confirmed.

• If you have received an order confirmation, your order is being processed.
• Once shipped, you will receive an email containing tracking information.

We accept payments via:

• Credit card : Visa, Amex, Mastercard, Apple Pay
• PayPal
• Shop Pay

All transactions on ernestleoty.com comply with the highest security standards:

• PCI DSS 3.2 Standard: The fundamental security standard for payment systems.
• European PSD2 Directive: Systematic application of "3D Secure" authentication since September 2019.
• SSL Protocol (Secure Socket Layer): This encryption system ensures the secure exchange of data between you and our website.

Security indicators:

• The "https" prefix and the padlock icon in your browser's address bar confirm a secure connection, ensuring the confidentiality of your personal and financial data.

Usage: Enter your promotional code in the dedicated field during checkout. Once validated, the offer will be automatically applied and visible on the total amount before confirmation.

Combining Multiple Codes: If allowed by the conditions, you can enter multiple promotional codes. A new field will appear after validating the first code.

Tax-free shopping is not available for purchases made on our online store. No tax-free forms will be issued.