Heels.com Return Policy
Both of our pre-paid return labels are valid for domestic returns only.
For international returns, please visit our International Orders page.
Here at Heels.com we strive to provide superior customer service and a quality shopping experience for our customers. We realize that online purchases are not always what you expect when you receive them.
We accept returns up to 30 days from the date of your purchase for items that are unworn and have all original packaging intact.
Return Guidelines
All merchandise must meet these guidelines or it will be shipped back at the customer’s expense
- All merchandise must be unworn. Any shoes returned with signs of wear or damage that may have occurred while in possession of the customer will prohibit your return. We can only accept returns that are in a resalable condition. We recommend only trying shoes on in a carpeted area for a very limited time.
- Your return should contain the undamaged box and original packaging plus any accessories or extras that may have been included with the shipment.
- Your return should be packaged in a protective box for shipping. Shoes returned with postage stickers on the original shoebox will be considered worn and will not be refunded. Only apply your shipping label to your protective box and NOT the shoe box. If your return is sent to us without a protective cardboard box, we will not be able to accept the return.
- The return is valid up to 30 days after the purchase date listed on your invoice.
Shipping Your Return
Returns are at no cost to you. We provide a prepaid return label for customers within the USA through Fedex SmartPost. You can use any Fedex or US Post Office location to return your items. To make a return, please follow these steps:
- Repack the shoes with all the required items in their shoebox(es) and place in a protective box. If your return is sent to us without a protective cardboard box, we will not be able to accept the return. Please make sure this merchandise is unworn and follows our guidelines for an acceptable return.
- Include the invoice in the shipment, and keep a copy for your records.
- FedEx SmartPost ReturnsHeels.com offers prepaid FedEx SmartPost return labels. No postage is necessary with FedEx if the package is mailed from the United States. Printing your FedEx label will provide you with a tracking number you can use to track your return. Heels.com highly recommends the FedEx label for the safety and security of your delivery.FedEx service marks used by permission.You may print our FedEx SmartPost pre-paid return label herePlease retain your tracking number from the return label for your records. FedEx serivce marks used by permission.
- Take your package to either one of the following:
- Your nearest Fedex location. Find the closest FedEx drop off location to you here.
- Your nearest Post Office location. Find the closest USPS drop off location to you here.
- Request a receipt when you drop off the package for your records.Heels.com cannot guarantee the safety of a return which uses this label. It is in your best interest to retain tracking information just in case the package goes missing! Fedex and USPS service marks used by permission. Heels.com does not accept COD deliveries.We do not guarantee that you can print this label. If you are not able to print the label, a representative cannot snail-mail you one (please don’t ask!). We can certainly email you one though! If you prefer not to use this label, you are of course welcome to use any shipping service. Simply mail your package to the address on your invoice. We cannot refund for any shipping costs in any case, even for damaged or RA merchandise. Please use the prepaid mailing label so you can ship for free!This prepaid mailing label is valid only for returns within the USA!
Unfortunately, Heels.com can not be held liable for packages lost in transit. We also cannot accept COD deliveries.
Please Note
How long it takes: Returns that are sent through FedEx SmartPost usually take 5-10 business days (excluding weekends and holidays). This is only an estimate, we cannot promise it! You can track FedEx returns here. You can track FedEx returns here.
When your box arrives, your return is processed within 24 business hours. We inspect all returns on the date of arrival and process all refunds on the following business day. You will receive an email confirming your refund!
When we issue your refund, please allow 3 to 5 business days for your bank to return the funds to your account. It can take a full credit card cycle before the return appears on your statement.
Heels.com does not guarantee the safety of any package shipped with this label. We cannot investigate lost packages. You will need to contact the shipper, Fedex, with any questions. Please keep that tracking number for your records and to check the status of your return shipment!
Both of our pre-paid return labels are valid for domestic returns only.
Exchanges
If you receive a shoe you feel unsatisfied with and would like to exchange the item for a different one, we recommend that you place a new order for the desired item and return the original merchandise to us. We will credit your card as soon as it arrives.
If you would prefer to not have a double charge on your account, you may write the alternate size of the shoe you wish to exchange for on the invoice included with your return. Because of the time involved in shipping and processing your return, we recommend the first option to ensure the item you want is available. Please be aware that we cannot exchange your order for a different shoe style, simply place a new order for the replacement style.
Exchanges are under the same guidelines as returns – they must be within 30 days of the purchase date, unworn, undamaged, and accompanied by all original packaging.
Defective Merchandise
In the event that you receive defective merchandise, you should report this within 15 days of your purchase. Please contact our customer support representatives by phone or email. Please note that if your shoes have been worn, we can only issue a gift certificate in the amount of the purchase price of the item. Make note of all defects on the invoice when sending the defective merchandise to us so our customer support team can be aware of all damages.
Incorrect Merchandise or Items You Didn’t Order
Please contact us immediately if you have received an incorrect item in a shipment, or items were delivered to you (or to your home) that you didn’t order so that we may correct the problem.
Gift Returns
If you received an item as a gift and need to return it, please follow the guidelines and instructions above for making a return. The gift purchaser will be refunded the amount of the returned items.
Customer Loyalty Points
Any Customer Loyalty Points that have been used for a purchase will NOT be refunded if that purchase is returned. To read more about our Customer Loyalty Points Program and associated terms, please visit our Customer Loyalty Points page.
Our prepaid return labels require FREE Adobe PDF Reader (Download Here).
For more information visit Heels.com
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