Frequently asked questions

How can I create a new account?

You can create a new account by clicking on "My Account" at the top right corner of the homepage. A window will open where you must click the button at the bottom left that says "Not registered yet?" Then, you will need to enter all the required details. To complete registration and earn loyalty points, you must fill in all the mandatory fields in the "My Account" section. The required information includes: first name, last name, country, email address, and a personal password. You can update your personal information at any time. 

I would like to place an order, but my country is not on the list of shipping countries.

If your country is not listed, please contact our customer service at customercare@elvaquero.it. Our team will verify if shipping to your country is possible. For any other inquiries, do not hesitate to contact our customer service. 

 

I am unable to complete my order, what can I do? 

 

During periods of high traffic, your order may not go through. If the problem persists, we recommend contacting our customer service, who will be happy to assist you in finalizing your purchase. 

 

 

Can I order an item that is not available online? 

 

Yes, we can create custom orders depending on the availability of leather and the chosen style. For more information and to check feasibility, please contact our customer service. 

 

How long does it take for my order to be shipped? 

 

Orders are shipped within a maximum of 2 working days, but our team strives to dispatch them within 24 hours of purchase. 

 

How can I track my shipment? 

 

Once your order has been shipped, you will receive a confirmation email containing the tracking number and a link to track your shipment directly on the courier’s website. 

 

I have never purchased from El Vaquero before, how do I choose the right size? 

 

Each product page includes a size chart with specific measurements to help you find the perfect fit. For more details on the fit, please visit the "Size Guide" section on our website. 

 

What sizes do you produce?

 

Our standard sizes range from 36 to 41. However, in our permanent collection, sizes 35 and 42 are also available. For all other models, we can produce sizes 35 and 42 upon request, depending on the availability of leather and components. If you would like to place a custom order, please contact our customer service. 

 

What payment methods are accepted? 

 

We accept: Credit cards (Visa, Mastercard, American Express), Prepaid cards enabled for online purchases, PayPal, Google Pay, Apple Pay, Bank transfer, Scalapay (where available). Additional payment methods may be available depending on your country of residence; please check during checkout. Attention: we do not accept payments on delivery.

Can I pay in installments?

Installment payment via Scalapay is available depending on your country of residence. You can check at checkout if this option is available for your order. Scalapay reserves the right to approve or deny installment payments at its discretion. 

 

Do you offer discounts on your products?

Yes, we have a dedicated "On Sale" section on our website where you can find discounted items from previous collections and last available sizes at even greater discounts. 

 

How much does shipping cost?

Shipping is included for the European Union, United States, United Kingdom, and Australia by selecting the local currency. For all other countries, the shipping cost is €70. 

Are customs duties included?

United States, United Kingdom, and Australia: customs duties are already included in the price. Other countries: customs and import taxes may apply. We recommend checking with your local customs office for more information. 

What currencies are supported?

Prices are available in the following local currencies: Euro (EUR), US Dollar (USD), Australian Dollar (AUD), British Pound (GBP). Prices in these currencies include both shipping costs and customs duties. 

How can I return or exchange a product?

You have 14 days from the delivery date to request a return or exchange. You can initiate the process in three ways: 
-Access the "Your Orders" section and select "Return" next to the item you wish to return. 
-Contact us via the website chat. 
-Email us at customercare@elvaquero.it. 

Our customer service will provide all necessary information to complete the return. 

 

How does your Ev Tribe loyalty program work?

 

Our loyalty program is based on a points system that you can earn through various actions. For example, you will receive one point for every euro spent on a purchase, 100 points for registering on our website, and so on.

With the points you accumulate, you can redeem discount codes, which you will find in the My Rewards section by scrolling down.

For more details, please visit the dedicated page at this link: https://shop.elvaquero.it/en/ev-tribe

 

What is the difference between EV Care and the Shoe Care Kit?

 

EV Care is a one-year insurance for your purchased product. It guarantees a free return and/or potential repairs if your boots get damaged.

The Shoe Care Kit, on the other hand, is a maintenance set that includes specific products for the care and cleaning of our boots.