Returns & Exchanges

WORLDWIDE HASSLE FREE RETURNS

Returns process

With Heels and Feels, you can return your unworn shoes within 28 days of delivery (14 days for on-sale items). Below are the steps to return shoes to us:

STEP 1 : COMPLETE YOUR RETURN FORM

Exchanging is super easy with us. If our heels don’t fit you properly, you just have to write the right size of your footwear on the return form. We will send you the right pair once we will receive your return.

Changed your mind and no longer want them? Once your return is received, you will get an email from our end containing equivalent discount code for your next order with us.

STEP 2 : SEND THEM BACK

Heels and Feels is not currently providing free returns postage. However customers bear the return fee and we give them store credit for the same amount that can be used in their next purchase. Here’s how to send them back:

Wrap the shoebox in the bag it came in or any other bag to protect the shoebox.

Parcel your item(s) to our address : contact us on email or social media for the address.

Parcel through the cheapest signed-for tracked delivery service. Safe keep the postage proof since Heels and Feels doesn't take responsibility for any item that fails to reach us.

You will get an email for confirming the receipt of the returned item.

Still not sure how to go about the return? Email us your order details or ping us on social media right away

Terms and conditions for returns

RETURNING YOUR SHOES : The sole of a heel is delicate; we recommend trying them on a carpet or towel to avoid any type of damage. No return will be accepted if the heels are worn, marked or damaged. £10 will be deducted from store credit if any item (tissue paper, shoe stuffing, postage sticker, etc.) is missing from the shoebox. We won’t however count damaged shoebox as a reason to deduct store credit. Customers return the shoes themselves to our address. For your trouble, we will give the store credit for the same amount so that your next purchase comes cheaper. This shall be limited to £5 from UK and $25 from rest of world. However If your item was purchased under a promotional activity (offline or online), your purchase doesn’t quality for store credit of returns postage cost.

EXCHANGES : Sometimes, requested material is not available. On such occasions, we offer store credit or refund in line with your preference stated on the Returns Form. The design of custom shoes will not be changed during the exchange of item as they are personalized. You can however exchange it if heels don’t fit.

STORE CREDIT : Your store credit will arrive in an email and in the form of a unique discount code that can be used for your next order. Use this code to purchase an exchanged pair of your choice. Please note that store credit discount codes are valid for 1 year.

NO REFUND : Our bespoke shoes are not refundable. As the shoes are designed by the customers that are fully customised as per the individual’s size & design they can’t be resold so, it’s not possible for us to refund. We can exchange the shoe for the right size (if size is the issue) or give you a store credit for the paid amount which can be used whenever you are ready to place a new order with us.