Refund policy

At Elle Timepiece & Sole SG (“Elletimesole”, “we”, “us”), we want you to love the fit and feel of every pair. If something isn’t quite right, this policy explains how returns, exchanges, and refunds work.

Return eligibility

You may request a return within 14 days of receiving your order, provided the item meets all of the following conditions:

The shoes are unworn, unwashed, and undamaged, with no scuffs, marks, or signs of wear on the soles or uppers.
All original tags, dust bags, and packaging (including the original shoebox) are intact. Please avoid taping or writing on the shoebox, as it is considered part of the product.
You try shoes on a clean, carpeted surface indoors to keep the soles pristine — outsoles that show wear cannot be accepted.
Proof of purchase (order number or receipt) is provided.

We reserve the right to decline a return if the item is returned in a condition that does not meet the above.

Exchanges (size or colour swaps)

The most common request for footwear is a size exchange, and we’re happy to help. Subject to stock availability:

Let us know your original order and the size/colour you’d like instead.
If your preferred size is out of stock, we’ll offer you a refund for that item.
Each order is eligible for one exchange; the replacement pair is then final.

Items that cannot be returned

For hygiene and other reasons, the following are final sale and not eligible for return, exchange, or refund unless faulty:

Items marked Sale, Clearance, or Final Sale
Gift cards
Items that have been worn outdoors, altered, or washed
Free gifts or promotional items

How to start a return or exchange

Email us at elletimesole@pacester.com within 14 days of delivery, the following information:

1. Your order number
2. The reason for your return
3. The new item colour and size (for exchange request)

We’ll reply with return instructions and arrange with you for a pick-up service to collect the item (Please do not send items back without contacting us first — unauthorised returns may not be processed).
Pack the item securely in its original packaging and get ready for the courier to pick-up the item.

Return shipping costs

FREE pick-up service will be arranged for the FIRST time return/exchange.
For subsequent return/exchange request of the same order, a service fee of $6.00 is applicable..
Additional charges may apply if any pick-up attempt (including the FREE pick-up) has failed and reschedule is required.

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome by email.

Approved change-of-mind returns are refunded as bank transfer or through original payment method(or, if you prefer: to your original payment method — confirm your choice below).
Defective, wrong, or damaged items are refunded in full to your original payment method, including any shipping you paid.
Refunds are processed within 10–14 business days of approval. Please note it may take additional time for your bank or card issuer to post the refund.

Faulty, damaged, or incorrect items

We inspect every pair before it ships, but if you receive an item that is defective, damaged in transit, or not what you ordered, please contact us within 48 hours of delivery with:

Your order number
A clear photo or short video of the issue

We’ll arrange a replacement, exchange, or full refund at no cost to you. Your rights under the Singapore Consumer Protection (Fair Trading) Act are not affected by this policy.

Late or missing refunds

If you haven’t received an approved refund after the stated processing time, please first check with your bank or card provider, then contact us at elletimesole@pacester.com and we’ll follow up.