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International Orders

Great news - Heels.com can now ship internationally again!

We heard your pleas, and we worked hard to bring our international customers shipping again! The process has gained a few extra steps, and we'd like to explain it below.

We can only ship internationally from the Heels.com Warehouse, so we may need to ship some items on your order there, before shipping to your final destination.

We have products stored at over 12 different warehouses, so we can quickly list the best new styles for everyone. However only 1 warehouse has the capacity to ship outside the USA - our home warehouse in Shepherdsville KY. If your products are located somewhere else, we need to ship to our Heels.com Warehouse before we ship to you. We will send you this tracking number (1 or more!) so you know the status. When your whole order is gathered in Shepherdsville KY, we will mail it to your final destination.

You might receive some UPS tracking number(s) showing shipment within the USA to Shepherdsville KY. This is not your final tracking number.

You may receive 1 (or more) UPS tracking numbers showing a domestic USA shipment. We are sending you this so you know the status of your package. This shows your item shipping to our Heels Warehouse so that we can reship your package to your final destination outside the USA. We will send a final tracking number showing shipment using your chosen method of shipping when your order is gathered at the Heels.com Warehouse.

Best regards,
Heels.com Customer Service Team

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 7–9 Business Days
FedEx International Economy 8–12 Business Days
US Postal Service First Class Mail All locations may vary. Estimated 2–4 Weeks
US Postal Service Priority Mail International 2–3 weeks

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

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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
5122 Old Preston Hwy BLDG B
Shepherdsville, KY 40165
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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FAQ: Frequently Asked Questions

FAQ: My address is outside the USA but I got this UPS ground tracking number to Shepherdsville KY, what is going on?

This is not your final tracking number. We need to get your shoe(s) to our Heels.com Warehouse first. Then we will ship to you. You received a UPS ground tracking number so you know the status. We will send a 2nd tracking number with your chosen method of shipping when we package your order for final shipment.

FAQ: I got a UPS Ground tracking number for 2 of my shoes, but I ordered 4 shoes. What about the rest?

Some of your items may already be at our Heels Warehouse. You won't get any UPS domestic tracking for them. They're just waiting on the rest of your order to gather together, and then we will send a final tracking number.

FAQ: Can you guarantee the shipping times listed?

We do our best to estimate. These are NOT guarantees. We have added 6 to 7 business days to every estimate in order to allow for internal shipping, but this is purely an estimate.

FAQ: Will you refund for late shipping?

No, we will not. Please understand that the timing is only an estimate. We are doing our best, but right now we cannot control the speed or delay in shipping. So we cannot refund for missed estimates.

FAQ: Is there an extra charge?

No! We will not charge extra for any extra shipping. We'll get everything to our USA facility for free - it only costs time. We are showing you the rate only for your final shipment from our USA facility to your destination. We have negotiated the best rates we can, and display them exactly to you, so that you pay as little as possible.

FAQ: Which option is the fastest one?

Heels.com recommends Fedex Priority and UPS Worldwide. They will take only 1 to 3 business days to get to you, once we can ship from the Heels.com Warehouse to your final destination.

FAQ: How long does this take?

Please allow up to 48 business hours before receiving any kind of tracking number. Our partner facilities require 1-2 business days before shipping an order, and the shipping will take 3 to 5 business days internally within the USA. Once your packages all arrive at Heels.com Warehouse, please allow 24 business hours for us to package and reship to your final destination. You will also receive this tracking number. We will ship out to you ASAP - we'll try for same day, but sometimes it will need to be next-business-day.

FAQ: I haven't gotten any tracking information yet, what's going on?

Please note Business days only include Monday through Friday and exclude holidays. All facilities have a cutoff time of 12 noon EST so any orders which are received after that time count as being received the following business day. All partner facilities also incur a 24 hour processing delay when they receive an order so they can prepare it for shipment. So in general, please allow up to 48 business hours before receiving any kind of tracking number.

FAQ: I have another question that isn't answered here.

Please feel free to contact us with further questions.

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