Shipping & returns

Last updated: October 9, 2026

Shipping

Where we ship

We currently ship to addresses within the United States. We do not yet ship internationally. We cannot ship to P.O. boxes for some carriers and services; if your address is a P.O. box, please contact us before ordering.

Order processing

Orders are processed and dispatched within 1–2 business days of payment (Monday to Friday, excluding public holidays). Orders placed on a weekend or holiday are processed on the next business day. If there is a delay, we will email you.

Shipping rates and delivery times

Method	Cost	Estimated delivery
Standard shipping	$6.95 (free on orders over $75)	3–7 business days after dispatch
Express shipping	$14.95	1–3 business days after dispatch

The free shipping threshold is based on the order subtotal before taxes and shipping. Delivery times are estimates and begin when your order is dispatched, not when it is placed. Delays can occur because of carrier issues, severe weather or holidays.

Tracking

When your order ships, we email you a tracking number and a link to follow your parcel. If you have not received a shipping confirmation within 3 business days of ordering, please check your spam folder and then contact us.

Taxes

Sales tax is added at checkout where we are required to collect it. The amount is shown before you pay.

Incorrect addresses

Please check your shipping address carefully before you pay. We cannot change an address after an order has been dispatched. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange re-shipping, and the cost of re-shipping will be charged to you.

Lost or delayed parcels

If your tracking has not updated for 7 days, or your parcel has not arrived 10 business days after dispatch, contact us at hello@pellanora.com and we will investigate with the carrier. If a parcel is confirmed lost, we will send a replacement or issue a full refund.

Returns

Our 30-day return policy

If you are not happy with your purchase, you can return it within 30 days of the delivery date for a refund or an exchange.

Conditions

• Items must be unworn, unwashed and in their original condition, with all tags attached.
• Shoes must be returned in the original box and show no signs of outdoor wear. Please try them on indoors on a clean surface.
• Please include your order number or a copy of your order confirmation.

How to return an item

1. Email us at hello@pellanora.com or use the contact form with your order number and the items you would like to return. Tell us whether you would prefer a refund or an exchange.
2. We will reply with a return authorization and return instructions, usually within 1–2 business days.
3. Pack the items securely and send them to the address we give you. At the moment, returns are sent to:
   [Your registered business name], [Returns street address, City, State ZIP]

Please do not send items back without contacting us first, as we may not be able to match your return to your order.

Return shipping costs

You are responsible for the cost of returning items unless the item you received was faulty, damaged or not what you ordered. In those cases, we will cover return shipping. We recommend using a tracked service, as we cannot be responsible for returns that are lost in transit.

Refunds

When we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days of our confirmation. Your bank or card issuer may take additional time to show the refund on your statement. The original shipping charge is not refunded unless the return is due to our error. Express shipping charges are not refundable.

Exchanges

If you need a different size or color, tell us in your return request and we will exchange it, subject to availability. If the item you want is not available, we will issue a refund instead.

Items we cannot accept back

• Items that have been worn, washed, altered or damaged after delivery
• Items without original tags or packaging
• Items returned more than 30 days after delivery

Damaged, defective or incorrect items

If your order arrives damaged, has a manufacturing fault or is not what you ordered, please contact us within 14 days of delivery with your order number and a few photos. We will arrange a replacement or a full refund, including shipping, at no cost to you.

Cancelling an order

If you need to change or cancel an order, contact us as soon as possible. We can cancel an order for a full refund if it has not yet been dispatched. Once an order has shipped, you can return it under the policy above.