Returns and Exchanges
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 90 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 90 days after the purchase date listed on your invoice.
Shipping Your Return
Returns are at no cost to you. 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 Returns
Heels.com offers prepaid FedEx 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 pre-paid return label here.
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Please retain your tracking number from the return label for your records. Take your package to the nearest FedEx or FedEx/Kinkos location. Your package must be dropped off in a Fedex store or Kinkos location. FedEx will affix your return label to your package.
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. FedEx service marks used by permission.
Are you looking for the Post Office label? With our apologies, Heels.com is no longer able to offer the USPS return label. We’re sorry for the inconvenience! Click here for more information
Unfortunately, Heels.com can not be held liable for packages lost in transit. We also cannot accept COD deliveries.
Please Note
Returns that are sent through FedEx usually take 5-7 business days (excluding weekends and holidays), and returns that are sent through USPS Parcel Post usually take 7-10 business days (excluding weekends and holidays); however, there is no guaranteed delivery date for either option. 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. You can track FedEx returns here.
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.
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 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.
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).
