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Pre‑Order and MTO pairs are crafted after you order to reduce over‑production. We show the best current ETA on each product page and email milestone updates (e.g., crafting → quality check → dispatch). Delivery time after dispatch depends on the destination and service selected (see our Shipping Policy for current estimates).
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- Pre‑Order: Reserve a pair from an upcoming batch made in limited quantities. This helps secure your size and colour ahead of release and may include early‑access pricing when available.
- Made‑to‑Order (MTO): Your pair is crafted on demand specifically for you. As each pair is made for an individual order, change‑of‑mind refunds aren’t available (see returns section), but ACL rights still apply if there’s a problem.
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Your payment method is charged at checkout for Pre‑Orders and MTO. We accept credit/debit cards, Shop Pay, Afterpay and Apple Pay.
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Yes—contact us within 24 hours and we’ll do our best to update your order before production advances. After 24 hours, changes may be limited, but we’ll help wherever possible.
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If you need to cancel, contact us as soon as possible. We’ll try to stop production—if successful, we can cancel before dispatch. If production has progressed, you can still exchange or (for Pre‑Order) return within 30 days of delivery under our policy (see returns below). (Your ACL rights apply to faulty items regardless of stage.)
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We’ll keep you informed and won’t make misleading promises about delivery timeframes. If something outside our control affects timing, we’ll update your ETA and offer options. If goods aren’t supplied within a reasonable time, you may be entitled to a remedy under the ACL.
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- Pre‑Order: Return or exchange within 30 days of delivery (change‑of‑mind allowed).
- MTO:Exchange or store credit within 30 days of delivery (no change‑of‑mind refunds). ACL remedies still apply for faults.
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You’ll receive a tracking link once your order ships, and we’ll send production status updates for Pre‑Orders/MTO so you always know what’s next.
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Yes—apply your code at checkout when available. From time to time we offer early‑access pricing on Pre‑Orders (limited windows and quantities).
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We’ll ship the in‑stock item(s) first, then send your Pre‑Order/MTO pair when it’s ready. Shipping fees are calculated at checkout based on our Shipping Policy.
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We currently ship to Australia and New Zealand with tracking. For other destinations, please contact us and we’ll do our best to assist.
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Delivery options follow our Shipping Policy (e.g., Standard/Express and Authority‑to‑Leave). By default, someone should be home to receive the parcel; ATL can be selected at checkout. Please nominate a safe address if choosing ATL.
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Orders to NZ may incur GST/duties/fees set by NZ Customs, payable by the recipient. These aren’t collected by éllementa at checkout.
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Yes—add a gift note at checkout and we’ll include it. Consider the ETA when gifting; we’ll share updates you can forward to the recipient.
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If an item’s Pre‑Order allocation fills, the product page will show Sold Out. You can sign up for restock/next‑drop, or join our Wishlist alerts.
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Yes. Your purchase is covered by the Australian Consumer Law. For a major failure you can choose a refund or replacement; for minor problems we’ll repair, replace or refund within a reasonable time. These rights cannot be excluded by our policy.
Last updated: 20-10-2025
éllementa Footwear — Pre‑Order & Made‑to‑Order (MTO) FAQ
This page explains how Pre‑Orders and Made‑to‑Order work at éllementa Footwear: timelines, updates, payments, changes, shipping and your rights under Australian Consumer Law (ACL).
If your question isn’t covered here, our Client Care team is happy to help: customerservices@ellementa.com.au.
