FAQ & Support

My shoes are defective, how can I return them?

We are committed to ensuring you are happy with your purchase at Ella Shoes. If you are not, our return policy allows you to return your item for a full store credit or exchange.

How can I track my order?
Once your order has been shipped, you will receive an email with the shipping company and tracking number. Each order you place with us will have a unique tracking number, so you can check with the shipping company on the status of your delivery.

My shoes are defective, how can I return them?
Email us at sales@ellashoes.ca to let us know the details on the defect. Please as describe the defect in as much detail as possible, and include a photo of the defect. Once you have emailed us and we have confirmed receipt of your defective merchandise, we will ship you a new pair of the ones you had purchased.

How can I contact you?
Please contact us by email at sales@ellashoes.ca. We will promptly get back to you.

Can I buy an Ella Shoes gift card for someone?
Yes, you can either buy a Gift Card online here and have it shipped to you or you can come into the store to purchase a gift card.

Do all your locations carry men's collection?
Our men's collection of footwear is available at the 640 Granville Street location.

Do you have a sizing chart?

Women's Size Chart

US 4 4.5 5 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12
EU 35 35 35-36 36 36-37 37 37-38 38 38-39 39 39-40 40 40-41 41 41-42 42 42-43
UK 2 2.5 3 3.5 4 4.5 5 5.5 6 6.6 7 7.5 8 8.5 9 9.5 10

 

Men's Size Chart

US 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12 13 14 15 16
EU 39 39 40 40-41 41 41-42 42 42-43 43 43-44 44 44-45 45 46 47 48 49
UK 5.5 6 6.5 7 7.5 8 8.5 9 9.5 10 10.5 11 11.5 12.5 13.5 14.5 15.5

 

To make certain that you achieve the best footwear fit possible, here are two simple tips to help you with your online purchasing: 

1. Please refer to the above measurement chart for international size conversion. Ella Shoes are from Europe and reference European sizing. 

2. If you are uncertain about the chart's accuracy, as it relates to your specific needs, we have a quick and easy alternative:

 

Take a clean white sheet of paper and trace the outline of your left foot and then on a separate sheet of paper, trace the outline of your right foot. (We suggest you do this bare feet). With a ruler measure each foot outline from the longest toe to the back of your heel and write down the measurements in centimeters (CM). Refer to the sizing chart to get your European (EU) shoe size Then measure across your foot outline at the widest part and write down the number. Please email these numbers and what you consider to be your shoe size with your online order.