Does Matthew Elliott London ship to multiple addresses?

If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

Do I need to sign for the delivery?

We require proof of delivery for all orders. This means we are unable to authorise packages to be delivered without a signature. Please notify Customer Care if you would like a neighbour or friend or family member to sign for your delivery.

Returns policy

Items should be returned new, unused and with all tags still attached. In addition, shoes should be returned in their original, undamaged box, which is considered a part of the product. We may not be able to accept merchandise which is not received in the above specified conditions. Furthermore, to ensure that your return is adequately protected in transit, we recommend you send items back to us in the original packaging provided. Our Returns address is listed below.

How do I return or exchange an item?

We offer a free returns and exchange service for UK deliveries. Please let us know your intention of returning or ex¬changing your order within seven days of receiving it and return it to us within 21 days of receiving it.

1. Sign into your account. Select 'RETURNS' at the top menu and follow instructions. *For guest customers without an account, please select 'RETURNS' from the top menu without logging in and follow the instructions.
2. Please use our complementary return label and take the items to a Post Office. Please return the items to us unused and in the original packaging - including labels - within 21 days of receiving your order. *For customers outside of the UK, returns are at your own cost. Please use a trackable delivery service and clearly mark your package as 'Returned Goods' to avoid delays at customs. Please retain your shipping documentation and a receipt. Return Address: 16B, collingbourne Road, London, W120JQ, UK.

Will I be refunded the full value of my order?

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items or for orders cancelled under Distance Selling Regulations only. Shipping costs for other returned items will not be refunded. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Out¬side the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Do you offer an alteration service?

Yes we do. Find our price list under services on our website and book an appointment with one of our tailors.

Is it safe to use my credit card online at Matthew Elliott London?

When you pay online you are in a secure environment. All card transactions are handled through Braintree, a subsidiary of PayPal, which operates a 128-bit SSL encrypted system. It is also audited annually under the Payment Card Industry Data Security Standards (PCI DSS) and is a fully approved Level 1 payment services provider, which is the highest level of compliance. So you can be confident your card details will be safe.

What duties and taxes will I have to pay?

By default, product prices are UK VAT inclusive until you proceed to purchase your order. Please note that UK VAT will only be applied to orders dispatched within the United Kingdom & EU. If an outside EU destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Policies vary from country to country, so we suggest you check your local customs for more information.

What duties and taxes will I have to pay?

By default, product prices are UK VAT inclusive until you proceed to purchase your order. Please note that UK VAT will only be applied to orders dispatched within the United Kingdom & EU. If an outside EU destination is selected, product prices displayed are exclusive of all taxes and duties, including UK VAT. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Policies vary from country to country, so we suggest you check your local customs for more information.