Returns and Exchanges

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 90 days from the date of your purchase for items that are unworn and have all original packaging intact.

• 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

1. Print our pre-paid USPS shipping label. CLICK HERE
   Our prepaid return label uses FREE Adobe ® Reader! (Download Adobe ® Reader Here)

2. 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.

3. Include the invoice in the shipment, and keep a copy for your records.

4. Fill out your return address information on the label, place it on your parcel, and give it to your postal carrier or take it to your local post office. No postage is necessary if the package is mailed from the United States. We recommend that you purchase delivery confirmation or insurance on your package, especially if your return is of significant value.

Unfortunately, Heels.com can not be held liable for packages lost in transit. We also cannot accept COD deliveries.

Please Note

Our returns are sent through USPS Parcel Post which takes 7-10 business days (excluding weekends and holidays); however, there is no guaranteed delivery date. Upon receipt, we process your return immediately and send a confirmation email. Please contact us if you do not receive a confirmation email within a month of your return.

After we have issued the return, please allow 48 hours 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.

Our pre-paid USPS return label is 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 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.

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.

Our prepaid return label uses FREE Adobe ® Reader! (Download Adobe ® Reader Here)