Frequently Asked Questions
How can I create a new account?
You can create a new account by clicking on My Account on the homepage at the top right and entering your data in the window that opens. To create an account, the following information is required: first name, last name, country, email address and a personal password. You can change your personal information at any time.
I would like to place an order, but my country is not in the list of shipping countries.
If your country is not listed, please contact our customer service at customercare@elvaquero.it . An operator will check the possibility of shipping to your country. For any further questions, do not hesitate to contact us.
I can't 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 team, who will be happy to help you finalize your purchase.
Can I order an item that is not available online?
Yes, we can make orders on request based on the availability of the leather and the style chosen. For more information and to verify the feasibility of the request, 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 is committed to processing the shipment within 24 hours of purchase. We use express courier for fast and punctual shipping; shipping times are, with some exceptions, 1/2 days in Italy, 2/3 days in Europe, 2/3 days in the USA, from 3 to 7 days in the rest of the world.
How can I track my shipment?
After your order has been shipped, you will receive a confirmation email containing the tracking number and a link to follow the shipment directly on the courier's website.
I have never purchased from El Vaquero, how can I choose the right size?
On each product page you will find a table with specific measurements to help you choose the ideal size. For more details on the fit, 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 Star Selection, sizes 35 and 42 are also available. For all other models, we can produce sizes 35 and 42 on 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?
You can pay with any credit card (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; check the available options at checkout.
NB : We do not accept cash on delivery.
Can I pay in installments?
Payment by installments via Scalapay is available based on your country of residence. During checkout you will be able to verify if this option is active for your order. Approval of payment by installments is at the discretion of Scalapay.
Do you ever offer discounts on your products?
Yes, we have an always active "On Sale" section on the site, where you will find items from previous collections and latest sizes at discounted prices.
How much does shipping cost?
Shipping is included for European Union countries, United States and United Kingdom by selecting the corresponding currency. For all other countries, shipping cost is 70€.
Do I have to pay customs duties?
United States and United Kingdom: Customs duties are already included in the price. Other countries: Import duties and taxes may apply. We recommend checking with your country's customs office for more information.
What currencies are supported?
Prices are available in the following local currencies: Euro (EUR), US Dollar (USD), 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 start the process in three ways:
-By accessing the "Your Orders" section and selecting the "Return" option next to the item you wish to return.
-By contacting us via the site chat.
-By writing to us at customercare@elvaquero.it .
Our customer service will provide you with all the information you need to complete your return.
How does your Ev Tribe loyalty program work?
Our loyalty program is based on a system of points that you can accumulate through different actions. For example, for every euro spent on a purchase, you will receive one point; registering on the site will give you 100 points and so on. With the points accumulated you can obtain discount codes, available in the My Rewards section, scrolling down.
For more details, see 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 an insurance valid for one year on the purchased product. It guarantees you a free return and/or any repairs in case of damage to the boots. The Shoe Care Kit, on the other hand, is a maintenance kit that contains specific products for the care and cleaning of our boots.
