International Orders

International Shipping

We are proud to ship to many international countries throughout the world.

Upon check out, you will be presented with available shipping options and charges for your shipping address. International orders are shipped via Fedex and US Postal Service, and shipping charges are the responsibility of the customer. Duties and Taxes are not included and may be charged to you upon receipt.

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Duties, Taxes, and Customs Fees

Local customs fees are not included in your Heels.com shipping charge and will be charged to you by your carrier or local customs office upon receipt. By ordering with Heels.com and requesting shipment to an international location, you agree to pay and all duties and taxes. You cannot avoid them by returning the package–if the package returns to us, Heels.com will be forced to pay them on your behalf and we will have to deduct them from your refund. Please be prepared!

Estimated Delivery Time

Please note that these times are only an estimate as we cannot forecast transit or customs processing delays.

Delivery Service Expected Delivery Times
FedEx International Priority 1–3 Business Days
FedEx International Economy 3–5 Business Days
US Postal Service First Class Mail All locations may vary. Estimated 3–4 Weeks
US Postal Service Priority Mail International 6–20 Business Days
When shipping internationally, Fedex is unable to ship to PO Boxes or Box addresses. Packages addressed to a box will be automatically shipped United States Post Office First-Class Mail to arrive at your desired location!

About Fedex Shipping Options

Heels.com is proud to partner with Fedex International to offer you high-quality, fast international shipping! All Heels.com Fedex orders are provided with a tracking number. With your Fedex tracking number, you can:

  • …Track your Fedex shipment at http://www.fedex.com.
  • …Contact Fedex Customer Service with any questions about your shipment by calling their customer service line at 1 800 247 4747.

Please be advised that customs and duties will be applied to all packages entering your country if your country charges import duties to your package. Fedex will bill you for these duties after delivery.

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About USPS Shipping Options

Heels.com is proud to now offer several cost-effective International shipping options through the United States Postal Service! Heels.com cannot guarantee a delivery date or time for packages shipped through the United States Post Office.

Heels.com cannot guarantee the safety of a package delivered through the USPS. This is a riskier but less expensive form of shipping which does not provide you (or us) with a tracking number. If time or safety is of the essence to receive your package, we recommend using one of our Fedex International shipping options. Heels.com cannot guarantee delivery of USPS packages. Heels.com cannot investigate the location of a USPS package.

All packages are provided with a Customs Number. With this number, you can:

  • …Obtain some information about the location of your USPS shipment at http://www.usps.com. Tracking information will sometimes be available here, but is not guaranteed for your USPS shipment. For detailed tracking information, we recommend you use Fedex!
  • Contact USPS International Customer Service at 1 800 222 1811 with questions regarding your shipment.

Please allow 24 to 48 hours after shipment for your package’s information to display at http://www.usps.com. If you click your customs number and see an older package, simply wait about a day and you will find that your tracking information will update correctly online.

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USPS First-Class Mail International

The US Post Office estimates the time of delivery of First Class Mail to be 7 to 14 business days to most locations.

At check out, Heels.com quotes to you 3 to 4 weeks because USPS First Class Mail packages commonly take several weeks or more to many locations. Some locations may take up to 8 weeks for delivery. Please do not be alarmed. First–Class Mail is simply a bulk, slow shipping option which can take some time to your location. If time or safety is of the essence to receive your package, we recommend using one of our Fedex International shipping options.

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USPS Priority Mail International

The US Post Office quotes their Priority Mail International at 6 to 10 business days. We find that 6 to 10 business days is a good estimate to most major markets. However, please be advised that to certain countries the package can take at least one to two weeks longer.

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Countries Where We Ship

Although we ship to many countries all over the world, some importation and billing policies can be too difficult to work with and we cannot ship to these countries. If your country is not listed in the countries list for your billing/shipping address in the checkout, we regretfully cannot accept an order from you.

We will ship to the following countries:

Albania Fiji Macedonia Slovakia
American Samoa Finland Malta Slovenia
Andorra France Marshall Islands Solomon Islands
Antarctica French Polynesia Mexico South Africa
Antigua French Southern Territories Micronesia Spain
Australia Georgia Moldova, Republic of St. Pierre and Miquelon
Austria Germany Monaco St. Vincent and the Grenadines
Bahamas Gibraltar Montenegro Svalbard and Jan Mayen Islands
Belarus Greece Nauru Sweden
Belgium Greenland Netherlands Switzerland
Bermuda Guam New Caledonia Taiwan
Bosnia and Herzegowina Heard and McDonald Islands New Zealand Thailand
Bouvet Island Hong Kong Niue Tokelau
Brunei Darussalam Hungary Norfolk Island Tonga
Canada Iceland Northern Mariana Islands Trinidad and Tobago
Cayman Islands Ireland Norway Turkey
China Israel Palau Tuvalu
Christmas Island Italy Philippines Ukraine
Cocos (Keeling) Islands Jamaica Pitcairn United Arab Emirates
Cook Islands Japan Poland United Kingdom (Great Britain)
Costa Rica Kiribati Portugal Vanuatu
Croatia Korea Puerto Rico Vatican City State
Cyprus Korea, Republic of Romania Virgin Islands
Czech Republic Latvia Russia Wallis And Futuna Islands
Denmark Liechtenstein Samoa  
Dominican Republic Lithuania San Marino  
Estonia Luxembourg Serbia  
Faroe Islands Macau Singapore  

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International Sizing

Many countries have varying shoe sizing systems. All sizes listed on our website are US sizes.

For more help with international size conversions, please visit our Sizing Help page. However, please be advised that this chart offers only estimates and guides. Even the measurements are only a guide and not a guarantee.

We are sorry, but we can only offer you the most information we have  –  the US size. We guarantee that of course we send to you the US size which you purchase, marked within the shoe. But some of our manufacturers will mark different conversions to sizes like UK and EU; because of this, we cannot guarantee any conversions. We can only recommend. We cannot refund for international shipping. If you have a question about the size or conversion of a shoe, you can contact us and we are happy to give you our recommendations, but we cannot guarantee size conversions.

International Returns

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 and we are happy to refund you for any merchandise you find unsatisfactory. However, all international return costs are the responsibility of the customer. We accept returns up to 30 days from the date of your purchase for items that are unworn and have all original packaging intact.

All merchandise must meet the guidelines listed below or it will be shipped back to the customer 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. Please do not add any tape, glue, or markings to the shoe box.
  • The return is valid up to 30 days after the purchase date listed on your invoice.

Shipping Your Return

You may ship your return through any method you prefer to our physical address:

Heels.com Return Dept
550 S. Caldwell St.
17th Floor
Charlotte, NC 28202
USA

Please do not ship your return to us using our domestic pre-paid label or at the expense of the recipient. Any charges incurred by Heels.com will be deducted from the amount refunded. This includes, but is not limited to, customs fees, brokerage fees, any taxes and all shipping charges. Unfortunately, Heels.com can not be held liable for packages lost in transit. We also cannot accept COD deliveries.

Exchanges

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. Our inventory changes rapidly. If you wait to place a new order until after your return is processed, the items you desire may no longer be available.

Please write in the customer notes of the new order that it is an exchange and we will mark it as such on the customs forms so that you may be able to avoid duplicate duties fees. However, we cannot guarantee duplicate duties will not be charged as this is up to customs to decide.

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.

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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. Any shipping costs or duties and taxes are the responsibility of the customer.

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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.

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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.

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