Frequently Asked Questions (FAQ)

Last updated: 27 August 2026

The questions we are asked most often. If yours is not here, email support@nelvoire.com — we reply within 24 working hours.

Orders

How do I place an order?Choose your size and colour on the product page, add the item to your basket and go to checkout. You receive a confirmation email straight away.

Can I change or cancel my order?Contact us within 12 hours at support@nelvoire.com. After that the order has usually entered picking and can no longer be changed. You still have your 14-day right to cancel once it arrives — see Cancel Your Order.

I have not received a confirmation email.Check your junk and promotions folders first. Still nothing? Email us with the name and postcode used at checkout.

Delivery

How long does delivery take?2 to 3 working days processing plus 4 to 9 working days transit — 6 to 12 working days in total. See our Shipping Policy.

How much does delivery cost?Delivery is free on every UK order, with no minimum spend.

Where do you deliver?Throughout the United Kingdom. We do not deliver to PO Box addresses.

Do I have to pay anything on delivery?No. All applicable UK taxes are included in the price you see at checkout.

Why has my order arrived in several parcels?Items can ship from different warehouses. Each parcel has its own tracking number and there is no extra charge.

Sizing

How do I choose my size?Every product page has its own size guide, and if you are between two sizes we recommend going up. See the full Size Guide.

How are shoe sizes shown?As a UK size with the EU size alongside, for example "UK 5 | EU 38".

Returns and refunds

What is your returns policy?30 days from receipt. Items must be unworn, unwashed and in their original packaging with tags attached. Full details in our Return & Refund Policy.

Who pays for return postage?The customer, unless the item is faulty, damaged or not what was ordered — then we cover it.

How long does a refund take?Within 10 working days of us receiving and inspecting your return, back to your original payment method.

Payment

Which payment methods do you accept?Visa, Mastercard, Maestro, Apple Pay, Google Pay and Shop Pay.

Is paying on your site safe?Yes. Payments run through Shopify Payments over SSL-encrypted gateways. We never see or store your card details.

Products

Are your materials listed?Yes — material, fit and pattern are listed on every product page, along with care instructions.

Do you restock sold-out items?Sometimes, but not always. Our range changes weekly, so if something is gone it may not come back.