PAYMENTS
Which currencies can I shop in?
You can shop in GBP, EURO and USD.
Which payment methods do you offer?
We accept payments from Credit and Debit Cards (Visa, MasterCard, American Express, Diners or Maestro Cards) and PayPal, Google Pay, UnionPay and ShopPay.
ORDERS
Can I order over the phone?
No. All the orders must be placed via the EDLA website.Should you face any issues, please contact us on customercare@edlaworld.com. Our team will promptly assist you and guide you through the ordering process.
How is the fit on your designs? I need help guiding me through my purchase/size/choice.
Each style fits true to size unless stated on the product page. However, if you are still feeling unsure and want to discover more about the features of our products, don’t hesitate to contact our dedicated team of specialists at customercare@edlaworld.com.
I haven’t received my order confirmation email. Is my order valid?
Please check your spam folder. If you haven't received a confirmation email within an hour, contact us at customercare@edlaworld.com.
Can I cancel or modify my order after it's been placed?
Once your order has been placed, processing begins immediately. To cancel, contact customercare@edlaworld.com as soon as possible. We will try to reverse the process, but once your order is processed, changes are not possible.
I’ve only received one part of my order. What should I do?
Sometimes items in an order may not fit in one box, so they may arrive at different times. If you don't receive the rest of your order within 1-2 business days, contact us at customercare@edlaworld.com
What should I do if I have received a faulty item?
If you’ve received a damaged, defective, or incorrect item, contact customercare@edlaworld.com with a photo of the issue and your order number.
How can I be notified when an item is back in stock?
Use the ‘notify me’ feature in the size section of the product page. You will receive an email notification when the item is back in stock.
Do you offer discount codes?
We offer promotions throughout the year. Sign up for our newsletter to stay updated.
What is a pre-order?
A pre-order is the reservation of an item that is not yet available for sale, but will soon be. An estimated delivery date is indicated for each pre-order item on the product page.
If your order consists of a mix of currently available and pre-order items, the products will be dispatched separately at two different times. If your order consists of pre-order items with different delivery dates, the products will be shipped separately as soon as each item is ready to be shipped.
We handcraft our products with extreme care, this can result in longer production times that can postpone the initial estimated shipping date of your pre-order.
SHIPMENTS
Can I change my shipping address?
Unfortunately, once your order has been placed, our warehouse begins processing it immediately. If you need to change your shipping address, please contact customercare@edlaworld.com as soon as possible and we will try our best to change the address. However, once your order leaves our warehouse, it is no longer possible to change the delivery address.
It says my package was delivered but I can't find it?
We aim to provide excellent delivery service, however, the courier may not leave a note or they may drop off your package with a neighbour. In this situation, we would kindly ask you to contact UPS for further assistance.
Does EDLA offer free shipping and how long does it take to deliver my order?
We offer free shipping on orders above €50/£50/$150.
Please note that our team needs up to 3 business days to prepare your order before shipping. Shipping time starts from the moment your package leaves our warehouse.
Delivery times vary depending on the shipping option selected at checkout and your delivery destination.
Express shipping can take between 1-3 working days.
Free standard shipping can take between 2-6 working days.
Do I need to pay customs on my order?
Europe
Taxes or duty fees incurred by shipping are covered by Edla for countries part of the European Union.
United Kingdom
Taxes or duty fees on all orders below £135 are covered by Edla.
Rest of the world
(including Switzerland, Monaco and Norway)
Local duties and taxes may apply and are the customer’s responsibility.
RETURNS AND EXCHANGES
How many days do I have to return my order?
We hope you love your EDLA items. But if something isn’t right, you can request a return or exchange within 14 days of receiving your order.
How can I return my order?
01 You must submit your return request within 14 days of receiving your order.
02 Please ensure the item meets the criteria outlined in our Product Conditions Policy.
03 Create your returns label with our Returns Portal. Please refer to the Order Number in your EDLA Order Confirmation email.
04 Print out your return label and stick it on the outside of the box, covering the original delivery label.
05 Schedule a pick up, or you can drop off the box at your local post office or UPS pick-up point.
Please note you need to ship the item back within 14 days of receiving the return label.
We only accept returns shipped with the return label provided by EDLA. Returns sent through third-party couriers will not be accepted.
When will I receive my refund?
Once we have received your return order and checked the condition of the items, you will receive a refund in 1 to 14 days to your original payment method.
Are there any return fees?
Return shipping costs will be deducted from your refund:
€15/£15for returns from theEurope & UK
$35 for international returns (Rest of the World, including Switzerland, Monaco and Norway)
If the returned item has been improperly handled or damaged, we may deduct an additional amount based on the loss in value.
Please allow up to 14 days for your return or exchange to be processed after the item reaches our warehouse.
Please note EDLA is not responsible for any personal items or non-EDLA products included in return packages. If this occurs, the customer will be responsible for covering the reshipping costs.
Can I return tights and socks?
Hosiery returns/exchanges are only accepted if the packaging is unopened and in good condition. Once opened, these items are non-returnable and non-exchangeable for hygiene reasons.
Can I return a sale item?
Yes, sale items can be returned.
What are your product conditions policy for returns and exchanges?
To be eligible for a return or exchange, items must be:
Unworn and in perfect condition
Returned with all original tags and packaging, including the shoe box, which must be undamaged and free of shipping labels.
We will not accept:
Items showing signs of wear
Items returned without proper packaging
Damaged or missing original packaging.(Orders returned without it will be sent back to the customer)
Hosiery package opened
Please note hosiery returns/exchanges are only accepted if the packaging is unopened and in good condition. Once opened, these items are non-returnable and non-exchangeable for hygiene reasons.
How do exchanges work?
Exchanges are subject to a shipping fee.
We will email you a payment link to cover the cost of the return label.
€15/£15 for returns from the Europe & UK
$35 for international returns (United States & Rest of the World)
If exchanging a discounted item, we’ll honor the same discount if the new item is also eligible. If the new item is more expensive, we’ll send an invoice for the price difference.
If it's less expensive, we’ll refund the difference.
We will only ship the new item once the returned item has arrived at our warehouse and passed quality control.
Please note we cover the shipping cost for the first exchange only. Any additional exchanges or returns will require the customer to cover all shipping costs - both for sending the item back to us and for receiving the new item.