Contact Us

We're here to help with orders, sizing, delivery, returns, product questions, and anything else you need before or after your purchase.

Customer care

For general support, order assistance, sizing questions, delivery updates, or return requests, please contact us by email or phone.

• Email: hello@shoeelo.com
• Phone / WhatsApp: +92 300 4420053
• Customer care hours: 24 hours a day, 7 days a week

Order questions

If your question relates to an existing order, please include your order number so we can help you more quickly.

Your order number will normally look similar to: SH100001

It is also helpful to include:

• your full name;
• the phone number or email used when placing the order;
• the product name;
• a short description of your question or issue;
• photographs, if you are contacting us about a damaged, incorrect, or defective item.

Sizing help

Not sure which size to choose?

Please check the size guide available on the relevant product page first. If you are still unsure, contact us with the product name and your usual shoe size and we will do our best to guide you.

Fit can vary slightly depending on the style, shape, and material of the shoe.

Delivery and tracking

If you are contacting us about delivery, please include your order number.

Once an order has been dispatched, tracking information should be sent using the contact information provided during checkout.

If your order appears delayed or you have not received your tracking details, please contact customer care and we will assist you.

Returns and exchanges

For return or exchange requests, please contact us within the applicable return period and include your order number and reason for the request.

For complete information, please review our Returns & Exchanges policy before sending an item back.

Please do not return a parcel without first contacting our customer care team.

Damaged or incorrect items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

Include:

• your order number;
• a description of the issue;
• clear photographs of the product;
• photographs of the packaging where relevant.

Our team will review the issue and help arrange an appropriate resolution.

Business and other enquiries

For partnerships, collaborations, wholesale enquiries, media requests, or other business-related questions, please contact us by email and include a short description of your enquiry.

We will direct your message to the appropriate team.

Response times

We aim to respond to customer enquiries as quickly as possible.

During promotional periods or high-volume sale events, responses may take a little longer than usual.

Thank you for your patience.