FAQ

Frequently Asked Questions 

1. How do your shoes fit?

Each shoe is tailored to their brand. Most brands fit true to size, unless suggested otherwise.

2. Is PayPal the only payment you accept?

We gladly accept Visa, MasterCard, American Express and Discover.

3. What are the size conversions?

Please visit our size charts page.

4. What if my size is not available?

If the size, style or color is not available, we are currently out of stock.  We may restock the item so please come back and check again.

5. Why is there a charge on my account if my order was canceled?

The transaction reflected in your account activity is only an authorization for funds, not a charge. That happens automatically when you submit an order, even if it was canceled by the security measures in our payment-processing system. Depending on your financial institution's policies, authorizations can hold for 3-7 business days before the funds are made available to you again.

6. Do you re-stock your inventory?

We do re-stock some of our inventory occasionally. Please make sure to check back with us if an item you want is not available at the time you are on the site.

7. What is your shipping policy?

Please visit our shipping & return page. 

8.  My items haven’t arrived yet. What can I do?

Please allow up to 3-10 business days for your order to arrive depending on the carrier and final destination. If you have any concerns, please do not hesitate to contact our Customer Service by emailing us at info@eslavidany.com

9. What is the best way to get in contact with you?

The easiest way to contact us is via email info@eslavidany.com or call us at 718-567-0918. We will get back to you as soon as possible.

10. Can I place an order from outside the United States?

  Unfortunately at this time we do not ship internationally, or to APO/FPO addresses and to P.O. boxes. We currently ship to the 48 contiguous United States.

11. Is there free shipping?

Yes, any orders $75.00 or more are eligible for free ground shipping before taxes.

12. How long will it take to process an order?

We will process your order within one (1) business day of your order being placed.  All orders placed after 5pm EST will be processed the next business day.

13. When and how will I be able to track my package?

You will be able to track your package once you have received your shipment confirmation through our customer service email.

14. How much will shipping be?

Please refer to our shipping chart for carrier options and shipping costs.

 15. How long do I have to make a return or exchange? 

 If you are not 100% satisfied with your purchase at Es La Vida we will gladly accept returns or exchanges within 21 days from delivery.

16. Do you accept exchanges? Do I have to pay for shipping for an exchange?

Yes, we will gladly accept any exchange of size, color and style. As a courtesy, for the first exchange of each order, we will cover your shipping costs. You can also come to our brick and mortar store to exchange your product with your original invoice. Unfortunately we cannot exchange final sale items.

17. How do I go about to get my first free exchange?

Please contact us at customerservice@eslavidany.com for an RA number and we will process your pre-paid shipping label. 

18. How long will it take to process the exchange? 

We will expedite your exchange as soon as we receive your package. Please keep in mind that exchanges are always subject to our availability at the time your return is received and processed.

19. Is the original box required for exchanges?

Yes, exchanges must meet our re-sellable criteria; unworn, unaltered and in the original packaging with all tags intact. Please place shoebox in a packing box along with the invoice. 

20. Can I exchange something I purchased online in the store?

Yes, exchanges can be made at the store with your original invoice. We do recommend calling us before your visit for availability.

21. Are all items able to be returned or exchanged?

Merchandise can be returned or exchanged as long as it was not listed as a final sale.

22. When returning an item, do I have to pay for shipping?

 Unfortunately, Es La Vida does not cover any shipping fees for returned items.

23. Which carrier should I use for my returns?

All returns are highly recommended to be sent with a traceable carrier such as USPS, UPS or FedEx.  Es La Vida is not liable for packages not received if not sent with a non-traceable carrier. 

Your returned merchandise is still your responsibility up until it reaches our possession. We recommend insuring your returned items and obtaining a tracking number for your records. Es La Vida is not responsible for any loss packages or merchandise that has failed to reach us. We do not accept C.O.D. deliveries.

24. How do I return an item?

You have 21 days to return an item from the time of delivery. Please email us at customerservice@eslavidany.com and briefly state a reason for the return. You will be issued an RA number shortly after.

25. How will I be refunded? How long will the process take?

Refunds will be credited within three - five (3-5) business days in the form of the original payment method once the merchandise is received. Please keep in mind that your banking institution may require additional days to process and post this transaction to your account.

26. What is your return policy?

All returned items must meet our re-sellable criteria: unworn, unaltered and in original packaging box with all tags intact.

Any merchandise that does not meet our re-sellable criteria may be denied for a return or may incur a 15% restocking fee. If it is our shipping error and merchandise has a manufacturer defect please email your concerns to customerservice@eslavidany.com . We will rectify the situation as soon as possible.

 Please do not use the shoebox as the package. A refund will be issued within 3-5 business days of us receiving the merchandise. Original shipping and return shipping charges will not be refunded.

27. Can I return an item purchased at the store by mail?

 Purchases made at Es La Vida retail stores must be returned to Es La Vida retail stores and cannot be returned using the web store return policy.

28. Can I return my online purchases in the store?

Yes, items purchased online can be returned in the store along with your original invoice. Returned items must be packaged in the original boxes with all labels and in new condition. Unfortunately we will not be able to reimburse your original shipping costs.

29. Is an account required to make an online purchase?

No, a guest check out option is available. 

30. Do discounts online apply in store?

No, unfortunately all prices and promotions may vary from the online store to the retail store. Online promotions cannot be used in store and retail store promotions are not valid online.

31. Where do I send my returns or exchanges to?

Please send Returns or Exchanges to:

Es La Vida

Attn: Returns Dept.
5402-04 5th Avenue
Brooklyn, New York 11220