Faq's
How do I order?
Placing an order on Stelatoes is quick, simple and secure.
- Browse through the collection to select the product you like. To make this process simpler, you may add the filters on the side.
- Select the items you want along with the color and size.
- Add them to your cart. You can either choose to shop for more products or you can click on the ‘Proceed to checkout’ if you are done.
- Enter and re-check your shipping address and payment information before you proceed to payment.
- As you proceed to make the payment, you would be directed to the confirmation page where you have to click on to confirm the order.
- On confirmation you would be directed to the payment page where you can fill in various payment and billing details. Now sit back and wait, while we do what we do best, deliver your shoes as soon as possible.
Do I need to create an Account on Stelatoes Store to place an order?
You will need to register on the site using your google account to place an order.
Will you price match my item?
As our discounts and promotions are only for a limited time, we do not offer price matching on orders placed outside the promotional period.
What is the benefit of creating an account on Stelatoes?
- You will receive first hand marketing information on promotions and products, special
- You will also not need to input the address for the new orders everytime unless there is a change in address.
- You can also log in review the order history of all the transactions done on that account.
Can I place the order online and pick up my order from your Store which is nearest to me?
All orders placed online will be sent directly to the shipping address mentioned while placing the order. You cannot place the order online and collect from the store.
Why can't i find my size?
If the size you are looking for does not appear in the 'select size' drop down menu, the item is currently out of stock for the required size. We only display available stock on our website.
Will this item come back into stock?
We are unable to provide exact dates for if or when an item will be restocked in our stores or online. However, we endeavour to make the items available as soon as possible.
How do I track my order once it is placed?
Step 1: You will receive an order confirmation on Email and SMS on the registered email address and Phone Number
Step 2: As soon as the order is shipped you will receive another email and SMS on your registered number with the tracking details. You can also log into your account and view the shipping details.
Step 2: As soon as the order is shipped you will receive another email and SMS on your registered number with the tracking details. You can also log into your account and view the shipping details.
My address has changed. How do I update this information to my current account?
After selecting the product you want to buy, as you proceed towards the payment, the website will ask you to confirm the shipping address. Click on ‘Add a new address’ to add the new address and the address will be saved for your future purchases.
I am unsure of my size, which size do I order?
If you are unsure of your size, you can measure yourself using our measurement guide here .
| Size reference chart for Men | |||
| CM Size | Euro size | US size | Indian/UK Size |
|---|---|---|---|
| 24.0 | 38 | 5.0 | 4.0 |
| 24.7 | 39 | 6.0 | 5.0 |
| 25.3 | 40 | 7.0 | 6.0 |
| 26.0 | 41 | 8.0 | 7.0 |
| 26.7 | 42 | 9.0 | 8.0 |
| 27.3 | 43 | 10.0 | 9.0 |
| 28.0 | 44 | 11.0 | 10.0 |
| 28.7 | 45 | 12.0 | 11.0 |
| 29.3 | 46 | 13.0 | 12.0 |
| Size reference chart for Women | |||
| CM Size | Euro size | US size | Indian/UK Size |
|---|---|---|---|
| 22.0 | 35 | 4.0 | 2.0 |
| 22.7 | 36 | 5.0 | 3.0 |
| 23.3 | 37 | 6.0 | 4.0 |
| 24.0 | 38 | 7.0 | 5.0 |
| 24.7 | 39 | 8.0 | 6.0 |
| 25.3 | 40 | 9.0 | 7.0 |
| 26.0 | 41 | 10.0 | 8.0 |
| 26.7 | 42 | 11.0 | 9.0 |
| Size reference chart for Kids | |||
| CM Size | Euro size | US size | Indian/UK Size |
|---|---|---|---|
| 14.0 | 23 | 6.0 | 5.0 |
| 14.7 | 24 | 7.0 | 6.0 |
| 15.3 | 25 | 8.0 | 7.0 |
| 16.0 | 26 | 9.0 | 8.0 |
| 16.7 | 27 | 10.0 | 9.0 |
| 17.3 | 28 | 11.0 | 10.0 |
| 18.0 | 29 | 12.0 | 11.0 |
| 18.7 | 30 | 13.0 | 12.0 |
| 19.3 | 31 | 1.0 | 13.0 |
| 20.0 | 32 | 2.0 | 1.0 |
| 20.7 | 33 | 3.0 | 2.0 |
| 21.3 | 34 | 4.0 | 3.0 |
Can I return the shoe if it doesn't fit?
At Stelatoes Shoes we give you free replacement option in case the shoe does not fit. Please check our return/replacement/refund policy.
My item doesn’t look like it does online.
Many of the product photos on our website are computer renderings. Please keep in mind that there might be a slight difference in colors due to different computer monitor settings. The actual product may look slightly vary due to photographic lighting sources.
Are these prices equal to MRP? Is there any extra tax?
The price of the products includes GST. There will be no additional taxes that will be charged. Delivery charges may apply.
Can I use a coupon code while placing an order?
While placing an order, you will come up with a coupon code popup and you can use it during checkout to receive your discount.
If I forget to apply a coupon at checkout, can you apply it after?
We’re sorry for the inconvenience, but we are unable to apply coupon codes after you’ve already completed your purchase.
I want to Place bulk orders or need some specific products, whom do I contact?
Please visit the trade section on the main tab to connect with us for all bulk orders; we will assist you with quotes and information based on the emails
Can I change my order once it has been placed?
We don’t accept changes in the order once they are placed.
Can I cancel my order?
Orders can be cancelled within 2 Hours of placing the order. To cancel your order, kindly write to us through the contact page with your name, order number, order date and your mobile number. Our team will call you and confirm the cancellation.
When and how will I get my refund in case of cancellation or product return?
Refunds are credited to the account wallet which can later be used to make the future purchase. You will receive email intimation from us about the processing of refund.
What if products ordered by me are out of stock?
All products shown on the web store are products in stock. In an exceptional case where the product ordered by you is out of stock, the same will be communicated to you within 72 hours and a refund will be processed immediately in case you wish to cancel the order.
What is your exchange policy?
Once products are delivered to you as per the original order, there is no refund or exchange possible. In case there is a manufacturing defect, then the product can be exchanged. In case of a manufacturing defect, please contact customer service within 48 hours from the time the product/s has been delivered to you.
Can I still create returns for my orders?
You will have 7 days from the date of delivery to request for a return. A return request will only be accepted in case of size issues. Bags are non-returnable. Please check our return policy for more clarity.
When will you pick-up my return order?
We are prioritizing our fulfillment and operations to deliver products which our customers would need as they continue to stay at home. We will notify you on when we can schedule the return-pick. We appreciate your patience in this regard.
What are the payment options that I can avail of while placing an order?
Currently the following payment options are enabled.
- Credit Cards ( Visa / Master)
- Net Banking across Banks
- Debit Cards (Visa / Master)
- Wallets
- COD
Which credit/ debit cards does Stelatoes support?
Payments are accepted through certified third party payment gateways. Currently all Visa and Master Credit cards will be accepted
How do I know that my credit/ debit card payment is safe?
Payments are accepted through certified third party payment gateways. These gateways are certified for all security aspects.
What do I do if my payment fails?
In case of a payment failure, please retry and ensure information passed on to payment gateway is accurate i.e. account details, billing address, password (for net banking) & that your Internet connection is not disrupted in the process.
If your account has been debited after a payment failure, it is normally rolled back to your bank account within 7 business days. You can write to us on our contact page with your order number for any clarification.
Can I pay through Net banking? What is the procedure?
Yes, one can pay through net banking. You need to select net banking as an option on the checkout page and you will be redirected to the payment gateway. You will need to select net banking and the bank you wish to pay from and make the payment.
Does Stelatoes offer an EMI option?
No, Stelatoes does not offer any EMI option for the payment of products
Where all does Stelatoes deliver?
We deliver across the country to over 20,000 Pin codes. These deliveries are made through reputed courier companies. Since there is a constant addition of pin codes, the exact number might vary from time to time.
What is the delivery timeline or my order?
The general delivery timeline is 3 to 7 business days (metro cities) and 3 to 10 business days (non metro cities) depending on the delivery address pin code.
How will I know whether I can get delivery in the areas that I live?
Deliveries are made through third party courier companies. All deliverable pin codes are pre populated in the backend. Serviceable pin code (area) can be checked from any product page on the website. The option is displayed on the right side of the product information. In case the pin code (area) you live in is not a part of the serviceable list, an error message will be displayed.
Is there a charge for delivery?
Delivery charges may vary for different pincodes. Shipping is free for orders worth more than Rs.999(on selected pin codes). Any order below that will have a delivery fee that will be charged and informed at the time of checkou
What if I'm not home to receive my order?
We use 3rd party courier companies for deliveries. Most Courier companies generally attempt 3 times to deliver the products. They also leave a note for a call back in case the door is unanswered The courier company itself may leave an intimation for you or may call you to check for a time convenient to deliver, in case they don’t find you at home. Please contact the courier company and the earliest and give them a delivery time that will suit your schedule.
