*Free returns valid in US only, For international returns please click here.
Check out our easy step by step video on how to return your shoes for free.
Call 866.334.3357 | 704.206.1006 • Contact Us
All merchandise must meet the following guidelines or it may not be accepted for a return.
Our free, prepaid return label is valid for U.S. returns only. For international returns, please click here.
Returns are easy. Please make sure to follow our returns guidelines for an acceptable return and quick processing.
We provide a prepaid return label for U.S. returns through FedEx SmartPost. To make a return, please follow these steps:
Heels.com will not refund shipping costs if the pre-paid label is not used. We also cannot accept COD deliveries. For a hassle-free return, please use our free, pre-paid label if you are in the U.S.
Our prepaid return labels require FREE Adobe PDF Reader (Download Here).
Prepaid Label Returns: Returns that are sent through FedEx SmartPost usually take 5-10 business days (excluding weekends and holidays). This is only an estimate. If you make note of your return tracking number, you can track it here.
Refund Processing Time: Once your package arrives at the Heels.com Returns Department it will be inspected to ensure that it meets our return guidelines. As long as it meets our guidelines, your refund will be processed in the original form of payment within 1-2 business days. You will be notified via email once you have been credited. Your banking institution may require additional days to process and post this transaction once they have received the information from Heels.com.
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 and will be notified via email once we have credit the original payment method.
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.
In the event that you receive defective merchandise, please follow these steps.
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 that you did not order.
We are happy to exchange shoes for a different size, if we have the alternate size available. If you would like to exchange for a different size, please note this on your invoice. It is usually fastest to simply place a new order for the correct size. Once we receive your return, we will credit your account.
In order to provide the most efficient service, we cannot provide exchanges for different colors or styles.
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. Go to return guidelines.