Cancellation policy
Arelza Purchase Options and Cancellation Policy
Some Arelza styles are offered as pre-order or made-to-order so we can create petite luxury heels with the right level of care and finishing. This policy explains how changes and cancellations work for these order types. For returns and refunds, please see our Returns and Exchanges policy.
Pre-order
A pre-order reserves a style that is not yet ready for immediate dispatch. The estimated dispatch timeframe will always be shown on the product page.
Payment
Depending on the product, we may take either:
- Full payment at checkout, or
- A deposit at checkout, with the remaining balance due before dispatch
If a deposit option is available, the deposit amount and when the balance will be collected will be shown clearly at checkout.
Changes and cancellations
You can request a change or cancellation while your order is still in the early stage, before it enters production or fulfilment.
Once a pre-order has entered production or fulfilment, changes and cancellations may no longer be possible.
If a pre-order has already been dispatched, it cannot be cancelled. You may still be eligible to return it in line with our Returns and Exchanges policy.
Made-to-order
Made-to-order styles are produced specifically for you after your order is placed, including your selected size and finishing details.
Changes and cancellations
Because made-to-order items are created specifically for you, changes or cancellations are usually only possible within a short window after purchase, before production begins.
Once production has started, changes and cancellations are not normally possible.
This does not affect your legal rights. If an item is faulty, not as described, or not fit for purpose, you are entitled to a remedy under UK consumer law.
How to request a change or cancellation
If you need to request a change or cancellation, contact us as soon as possible with your order number. We will confirm whether your order is still within the change or cancellation window.
Email: hello@arelza.com
WhatsApp: +44 7722 019299
Last updated: 7 February 2026