International Orders

International Shipping

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

International orders are shipped via FedEx and shipping charges are the responsibility of the customer. Upon check out, you will be presented with available shipping options and charges for your shipping address. Please note, our international shipping charges do not include any taxes or duties the destination country may impose at customs. These extra charges are usually charged upon delivery and are also the responsibility of the customer.

Estimated Delivery times for orders shipped internationally:

Please note that these times are only an estimate as we are unable to forecast customs or processing delays.

Please note that International Europe First is not available to all areas. If it is available it will be presented as an option during the checkout process.

When shipping internationally, FedEx is unable to ship to PO Boxes. Failure to provide a physical address will delay your shipment.

Secure Ordering

For many international orders, we require more information before the order can be processed. This is due to differences in international billing policies. You may be contacted by our customer service team through email to acquire additional information.

FedEx will attempt to deliver your package to the address you specify in the shipping address fields. Failure to accept your shipment from FedEx will result in the return of the package to the shipper. Any original shipping charges, return shipping charges, duties, taxes, and any other charges incurred will be deducted from the amount refunded when the rejected shipment is received. Please note that duties and taxes often take more than a month to be invoiced when a package is rejected and your refund will be delayed until the charges are invoiced.

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.

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.

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 90 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.

· The return is valid up to 90 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
801 N. Tryon St
Charlotte, NC 28206
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

Due to the time involved in shipping and processing international returns, 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 90 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. Any shipping costs or duties and taxes are the responsibility of the customer.

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.