Delivery & Returns

The shipping information on this page applies to online orders placed through our US website, which can be shipped to the US and Canada. Please note that we cannot ship to PO Boxes.

Shipping Terms - Taxes & Duties Paid

We ship on a 'Delivered Duty Paid (DDP)' basis, which means that all duties, taxes and associated administration charges are paid on your behalf. Therefore, once your order has been placed, there is no additional charge to you. Sales tax, if any, will be charged at checkout.

All online orders are shipped from the UK and we offer the following delivery options for all orders.

Service Cost

DHL Express (2-3 working days): $20.00

Postal (Royal Mail - Laces only) $5.00

We will do our best to ensure that all orders are delivered within the specified time, but delays may occur due to factors beyond our control (such as high demand during sales periods). Please note that these estimates do not include any customs clearance time.

Once your order has been dispatched, you will receive an email and/or text message from the courier with tracking information and options to manage delivery. If you are unable to accept delivery, we will leave a business card with instructions on how to reschedule delivery at another time. If delivery is not possible, your order will be returned and you will be responsible for the return shipping costs.

Any delivery-related issues, such as lost or damaged goods, must be reported to our Online Retail Services team within 21 days of your order being placed. We are unable to raise issues with DHL after this period.

NOTE: Shoelaces Only - All shipments containing only shoelaces will be shipped with customs and import taxes unpaid. You (the customer) will still be responsible for all import charges, even if the quantity is small.

Hazardous Goods Shipping

At this time, we are unable to ship hazardous goods by air freight. This is due to the prohibitive cost of shipping these items safely through our shipping partner DHL.

US & Canada Return Policy

We want you to be happy with your purchase, but if for any reason you are not completely satisfied and wish to return an item, Delilah Gonzalez offers an extended 30-day return policy for all unworn or used products. You must notify us within 30 days of your order that you intend to return the item, and we must receive the item within 14 days of notification. We are unable to process returns received outside of this time frame.

Our shipping agreement with DHL is a "Signature Only" service. If you (the customer) choose to have your order released by signature through DHL's own software, all responsibility for the shipment will be transferred to you (the customer). Therefore, once the shipment is signed for, Delilah Gonzalez will no longer be responsible for your shipment.

Item Condition

It is important to note that all products must be returned in the same unworn and unused condition in which they were received. Returns will not be accepted for any signs of wear or damage, including but not limited to creases on the upper and scuffs on the leather sole. Returns will be returned to you or subject to a loss of value fee (which will be deducted from your refund). All footwear should be carefully tried on carpet.

How to Return an Item

We offer a simple and convenient return service through DHL. There is a $20 fee for using this service, which will be deducted from your refund.

Create a Return - The quickest and easiest option with our shipping partner DHL.

Once logged into your account, click 'Create Return' on the dispatch confirmation email or the relevant order.

Enter your order number and email address, then follow the simple steps to ensure you specify the correct delivery address.

Select your preferred date for 'Courier Collection' or select 'Drop In' to see the nearest DHL service point.

Once completed, you can download and print the return label. A copy of the label will also be emailed to you.

Please include a copy of your order or delivery note and affix the shipping label to the outside of the box.

Items must be returned safely in their original packaging. You are responsible for the condition of your returned items during shipping.

If you have any problems creating a return label, please call or email us.

Contact our Customer Service team with details of your order and the products you wish to return.

We will email you the DHL shipping label, which you will need to print out and affix to the package.

Items must be returned safely in their original packaging. You are responsible for the condition of your returned items during shipping.

Deliver your package to the nearest DHL service point (find the nearest one here)

Exchanges

We do not offer exchanges. Please return the original purchase if you do not want it and place a new order for a replacement.

In-store returns

We are unable to process returns or exchanges for items purchased online through any of our retail stores. However, you can personally deliver your return to one of our stores in New York and it will be sent back to our warehouse to be processed by our e-commerce team. Please bring a copy of your order or delivery note with you. This is free, but refunds will take longer to process.

In-store purchases

We do not accept returns for items purchased in retail stores. Please contact the store where you purchased the item directly to arrange this.

Defective items

If you believe a product is defective, please contact a member of our customer service team as soon as you discover the defect, preferably before you try the shoes on. We are not responsible if the defect reported is due to wear and tear and the shoes have already been worn. In most cases, we will need to inspect the item in order to arrange a pickup. After reviewing the product, we will contact you to discuss an appropriate solution.

Most of the stock at DelilahGonzalez.shop is line direct. However, some items are returned and restocked. All returned items are inspected and processed before being restocked. Minor creases that appear after trying on are not considered defects and will not be accepted.

Refunds

Once we receive your return, we will inspect the item to assess its condition before issuing a refund. Any returned item that is not in new and unworn condition may result in a fee being deducted from the refund or risk being rejected entirely.

Once the refund is authorized, you will receive an email confirming that the refund has been processed and confirming the amount that will be refunded.

Refunds will be issued in the same payment method and currency used for the original purchase, less the initial shipping cost and any subsequent return shipping costs, as detailed in the How to Return section of this page. Typically, payments will be refunded within 72 hours of processing, but it may take up to 10 business days to appear in your account.

During the final quality check before the product leaves the warehouse, our shipping team will record the product line number in the warehouse. This number will be added to your order history. When the item is returned, we will check this number against the item you are returning.

Delilah Gonzalezs e-commerce department can only refund items purchased as part of your order. We are unable to refund items purchased in-store or through resellers.

Items must be returned to the original place of purchase. If you attempt to return items not purchased through this website, those items will be returned. If you choose to return the original item, the return postage will be deducted from your refund.

Please note that products returned without prior notice may not be refunded.

Cancelling an Order For details on how to cancel an order, please see our Terms and Conditions of Supply.

If you have further questions, please contact our Customer Service team who will be happy to assist you.