Customer Care

Buying Guide

At, making a purchase is easy. Simply pick the shoes you wish to buy, mouse-over the Shopping Bag link to review your items, and you can check out from there! No account is needed for purchase, but for your future convenience, we’ll encourage you to create an account with us for a faster check-out process. Rest assured that your particulars will be kept confidential.


To create an account at, all you have to do is mouse-over the Register button at the top right-hand side of the page, enter a username and valid email address and your account is almost ready! If your mailing and billing addresses have changed since the first purchase, do not worry as you can update your details in the My Account tab on the top of the page.


Please ensure that your email address is accurate as there will be email confirmations sent out upon your purchase, and any subsequent updates will be sent to your email as well.


If you would prefer to check out without having to create an account, the check-out process is just as straightforward.

Enter the required details on checking out and you're good to go!



Can i reserve an item in my shopping basket to buy later?

We understand that you may need some time to consider a purchase before confirming an order. However, putting an item in your shopping basket does not imply a reservation. The product in your cart may go out of stock. Do not worry, you can drop us an email to request for a stock check should it be sold out!


An item I'm interested in is out of stock. What should I do?

You can always drop us an email to enquire about stock availability! Simply include the design name/reference code, size, and colour in your email and we will get back to you the soonest!


Does it mean that the item sold out online is also sold out at the retail stores?

The stock availability on our online website does not represent the stock availability at our retail outlets.


Are prices reflected the same throughout the website and retail stores?

Yes, they are! 


How can I amend my order after it has been placed?

Being an efficient lot, we typically have your orders dispatched for delivery/shipping as fast as we can! 
As such, amendments may be subjected to conditions. 

Therefore, you are strongly encouraged to double check your orders before completing your orders as amendments will cause delay of parcel(s).


What happens if I forget the password for my account?

All you have to do is click on the Forgot your password? link under the login details fields, and you can enter either your username or your email address to get a new password sent to your email.

You can then set a new password by going to the My Account tab to make changes to your profile.


Can i cancel my order once it is placed? 

We are sorry to inform that we are unable to cancel the placed order unless otherwise.

In addition, we do not offer cash refund for items purchased, thus, we are only able to offer exchange to another item or in E-voucher to be used on our online website.



Two for $158


There are so many items that caught my eye! Are there any special discounts?

Enjoy a special bundle price of $158 for purchase of any two pairs of women shoes and

$128 for purchase of any two pairs of kids shoes excluding sales items, in a single receipt.

* This offer applies on all regular priced items. Sale items are excluded. 


How does the Bundle special work?

The two selected pairs of shoes can be any combination of flats, low-heels, high heels—any category of shoes!

Don't worry about forgetting to pick a second pair to enjoy this special price as you'll be prompted with a reminder upon adding the first pair of shoes to your cart.


Is the Bundle special available in your retail stores too?

Yes, the bundle special is implemented throughout the business at Elisa Litz.




What is a backorder? 

A backorder is estimated to arrive in 4 - 6 weeks time. Once launched online, there are limited quantity available for each size, please add the desired size and quantity to your cart and checkout to avoid disappoinment. 


How do I purchase a backorder item?

You can purchase our backorder item under "Backorder" page. 


How long does it take for my backorder to arrive?

The estimated period of stock arrival is mentioned in each individual product page. 
Kindly allow 1-3 more days for processing and preparation of backorder items from estimated period of arrival. 

We strive our best to ensure backorders arrives at the estimated period, however, there may be unforeseen circumstances which may cause delays in the shipment. We seek your kind understanding if a delays occurs for backorder items.


Can I try on backorder item(s)?

There may or may not be display pieces available at our retail stores for you to try on. 
You may wish to drop us an email to check on availability before heading down.  


Can backorder item(s) be exchanged?

Yes, backorder items are regular item(s) that are applicable for exchange. 
Kindly refer to Returns & Exchange for more details. 


What happens if my order contains backorder and in-stock item(s)?

Your order will only be handed over for delivery when all the item(s) in your order has been fulfilled. 



Free gift with purchase  



I have made a purchase but I did not receive any free gift?

Please be informed that redemption of free gift may require a minimum purchase.


I have made an order of sale items/accessories. Am I entitled to the gift with purchase?

The free gift is given to all customers who shop on if applicable!
However, purchase of sale items/accessories will not be awarded with free gift. 


I do not like the free gift offered. Can I exchange it for something else?

We hate to disappoint, but we do not have an alternative to offer you!



Size Chart

     Kids Size Chart


Size conversions provided are general guidelines to facilitate your buying process. 
* Kindly note that the sizing will differ slightly for each shoe due to the difference in design and silhouette. 




There are two available options for payment - Credit Cards and PayPal.

The prices shown on include any GST (or similar sales tax) at the prevailing rate for which we are responsible as the seller.

The amount you pay will be the price indicated plus any delivery charges (if applicable).

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company.
All transaction charges by PayPal are fully borne by should you choose to make your payment via PayPal.



What currency can I buy in?

Although we offer displays in various currencies, all final transactions will be made in Singapore Dollars (SGD).


What are the payment methods available?

There are two available options for payment - Credit Cards and PayPal.


I do not have possessions of any cards, how do i make order?

You may wish to visit our retail outlets! Locate our stores!


I need help with an invalid discount code!

Please take note that some of our discount codes have a validity period. Alternatively, you may like to drop us an email and we will be delighted to assist you!


Why is my order declined?

If your order has been declined, please attempt to place your order again. We are unable to reinstate an order once the payment has been declined.

Here are a few suggestions we can offer:

1. We suggest you check your card details to ensure all information entered is correct at the point of payment.
2. Make sure the security code is entered correctly. 
3. If in any case your card issuer has declined your payment, it would be best for you to check with them as we are not privy to the reason for the decline.
4. Try paying with another card if you have entered everything right.


I did not receive any invoice via email for my order?

If you have not received an email invoice after a successful payment for your order:

1. Your email software may be marking our emails as junk mail. 
2. Make sure you typed in the correct email address when you signed up with us. Sign in to your account and make changes under “My Account”, then edit your particulars in “Edit”, “Account Information”. 
If you are still having trouble receiving email updates from us, please contact us and we will try our best to help you!









Ta-Q-bin/iFleet: within 1-3 working days 

Malaysia, Brunei, Philippines, Thailand, Indonesia and other Southeast Asian countries

First pair: $25

Subsequent pair: Additional $5

Within 3-10 working days via DHL

Australia, New Zealand, Taiwan, China, Hong Kong, South Korea, Japan

First pair: $30

Subsequent pair: Additional $10

Within 3-10 working days via DHL

Rest of the world

First pair: $50

Subsequent pair: Additional $10

Within 3-10 working days via DHL

* Kindly take note that the above shipping duration is only applicable for normal order(s) inclusive of sale items but excluding sale order(s) made during sale period (Eg. Black Friday).

Domestic offers free shipping for all domestic orders. Elisa Litz has a team of dedicated members who will confirm and dispatch your orders the next day at our best.

Parcel(s) dispatched to Ta-q-bin/iFleet will be delivered in person by the courier service crew. A person will be required to be present to sign for the parcel. 
Orders made before 3pm (Monday to Friday) will be dispatched within 1-3 working days for delivery unless due to unforeseen circumstances. 
Orders made on Saturday, Sunday and Public Holidays will be processed on the next working day as our office do not operate on weekends and Public Holidays. 

Ta-q-bin delivers 8am-8pm from Monday to Saturday. There will be no deliveries on Sundays and PH.



* Applicable for domestic order(s) only

Self-collect option is also available for domestic orders at our Bugis+ retail outlet. 
*Kindly make a remark upon check-out should you prefer another retail outlet for self-collection.
(Excludes sale order(s) made during sale period)

Orders made before 3pm (Monday to Friday) will be dispatched to our Bugis+ retail outlet within 1-3 working days for self-collection unless due to unforeseen circumstances.  Orders made on Saturday, Sunday and Public Holidays will be processed on the next working day as our office do not operate on weekends and Public Holidays. 

An email will be sent to you once your parcel has reached our Bugis+ outlet and is ready for your self-collection. 



International orders may take between 3-10 working days to reach. 
A tracking system is provided for customers to check updates on delivery of purchase. 

Please also note that international orders may be subjected to tax which we are not liable for. In addition, delivery time may be delayed due to customs inspection.
You may need to pay tax for your parcel as custom inspection on your receiving country are random, which we apologize are not within our control.




The shoes will be packed in Elisa Litz shoe boxes to prevent damages during shipping.   



Parcel Tracking

An email containing the tracking code for the selected shipment method will be sent to you once your parcel has been handed over/shipped.

Parcel tracking (Click to access website)






Returns & Exchange

Please note that item(s) exchanged should be of same value or higher than original purchase as no refund will be given for any price differences

Exchange can only be performed once for regular items at retail outlets and/or online purchases. 

Exchange is strictly not applicable to all sale, giveaway and promotional items.
(eg. Items are subjected to slight colour variance in view of lighting during photoshoot))

We regret to inform that Elisa Litz has a no cash-refund policy

Exchange Procedure

1. By visiting Elisa Litz retail outlets. 

(Bugis Junction & Wisma Atria) (Click here to locate us)

For hassle-free returns, customers can opt to exchange for physical item(s) at our retail outlet within 7 days upon receipt of parcel (with similar terms and conditions for returns by mail). 
Item’s condition will be reviewed by our staff before an exchange can be perform. All documentations should be submitted to our retail staff as proof of purchase.


2. By mail to Elisa Litz

Please fill in the exchange form supplied in Elisa Litz envelope. Please attach the filled exchange forminvoice along with the item(s) [Product in original condition with L’zzie tags], safely and securely to avoid damage during delivery. We will issue an online E-voucher useable on on item(s) that are in original condition and received within 14 days of dispatch. 

Overseas customers are able to opt for product exchange instead of E-vouchers by making a remark. 


Exchange of Incorrect or Defective Items

Elisa Litz takes great pride in assuring quality and excellent value. For all incorrect or defective items shipped, we have a 14 day return policy (by mail) and 7 day return policy (at retail outlets) upon receipt of order by the customer, subjected to the following terms and conditions:

  • Item must be in original purchase condition, documentations and original packaging.
  • Item must be returned with the original printed invoice as proof of purchase.
  • An exchange form is sent along with your orders. The form should be completed and returned along with the item(s). 
    In the event that a form has not been provided with your package, please contact our team at with your order number for advice.
  • All sale, giveaway and promotional items are non-exchangeable.


All items returned to Elisa Litz will be reviewed and we reserve the right to perform remedies including:

  • Returns in the form of E-vouchers that can be used on our online store (by mail)
  • Exchange to another equivalent piece that is available (at retail outlets)


Postage Charges for Exchange

Please note that all postage fees for return item(s) incurred will be bear by the customers, while Elisa Litz will bear the postage fees to send back the exchanged item(s).   
* Except for incorrect or defective item(s) upon receiving parcel. 


Online E-voucher 

An e-mail containing the online E-voucher code will be sent to you within 1-3 working days once your return parcel has been verified. 
The exchange discount code will be subjected to the following terms and conditions:

  • Order made with the discount code will be deemed as final.
  • The discount code will only last for 2 months.
  • The discount code will exclude Accessories & Sale item(s).



I do not like the item(s) I've received. What should I do?

You may like to have the items returned to us in exchange for different styles/E-voucher. 
For our detailed returns & exchange procedure, please refer to exchange procedure above.


I received a defective item.What should I do?

Please drop us an email, detailing the defect, so that we can further assist you in getting an exchange done!
For details, please kindly refer to exchange procedure above.


I have an incorrect/ missing item in my order. What do i do?

Please drop us an email and we will rectify the issue as soon as possible.
For details, please kindly refer to exchange procedure above. 


I cannot find my Returns & Exchange Form?

Do not worry! Simply drop us an email with your order number and we will be able to provide you with solutions!


Am i able to exchange the items i bought with the "Giveaway" E-vouchers? 

We are sorry to inform that purchases made with the "Giveaway" E-vouchers are deemed as final and not applicable for an exchange.


Am I able to exchange sale items?

We regret to inform that all sale items are strictly not exchangeable/refundable.




Giveaway Discount Codes (E-vouchers)

What are the T&C for giveaway E-vouchers? 

Please kindly be inform that T&C applies for all "Giveaway" discount codes (E-vouchers) for marketing promotions. 

  • Valid only for one time usage online 
  • Strictly adhere to expiry date 
  • Purchases made with giveaway E-vouchers will be deemed as final 
  • Purchases made with giveaway E-vouchers are not applicable for exchange
  • Excludes any other form of promotions


Special Sale Period

(Eg. Black Friday Sale)

Sale period terms and conditions:

  • Customer service (Email and Social media platforms) will be down in view of overwhelming orders. 
  • Amendments/cancellations may be subjected to conditions. 
    Therefore, you are strongly encouraged to double check your order(s) 
    [Particulars, email address, size and colour of shoes] before completing your orders.
  • Strictly no exchange or refunds request will be entertained.
  • All sale items are while stocks last.
  • Not valid with other offers or discounts.
  • We will try our best to dispatch your orders for delivery as soon as possible.
    However, please take note that dispatch/delivery may experience a delay due to high volume of orders/deliveries over this period.
    - Normal delivery duration is not applicable
  • There may be delivery/shipping charges (if applicable) and/or minimum purchase required to qualify for free shipping in certain sale. 



If you require any further assistance, kindly drop us an email at and we will get back to you the soonest!