Returns and Exchanges

Free returns valid on full price items in US only. Discounted items will incur a $5 restocking fee.

For international returns, please click here.

Questions or Concerns?

Call 866.334.3357  |  704.206.1006  •  Contact Us

Print Your Label

Pack Your Box

Ship Your Shoes

All merchandise must meet the following guidelines or it may not be accepted for a return.

  • Full price items can be returned for free. Clearance and Last Call items are not eligible for return.
  • The return is valid up to 30 days after the purchase date listed on your invoice.
  • 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.

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:

  1. Fill out this easy form to generate your free, pre-paid return label.
  2. Print your label. Please make a note of the return tracking number for your records.
  3. Pack your shoes back into their shoebox with any accessories and packaging.
  4. Place the shoebox into a protective shipping box. Do not use your shoe box as your shipping box. If your return is sent to us without a protective cardboard box, we may not be able to accept the return.
  5. Include a copy of your invoice inside. You may keep a copy for your records.
  6. Securely fix your prepaid mailing label to the outside of your mailing box. You can place it over the original shipping label.
  7. Drop the box off at any U.S. Post Office or FedEx location. Please do not use a FedEx Drop Box, or we advise your return may be delayed. You can also give this package to any FedEx Ground carrier or U.S. Post Office carrier. We recommend that you request a receipt when you drop off the package, for your records.

Your nearest USPS location can be found at http://www.usps.com. Your nearest Fedex location can be found at http://www.fedex.com.

You may print our FedEx SmartPost pre-paid return label here

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.

Defective Merchandise

In the event that you receive defective merchandise, please follow these steps.

  1. Report manufacturer defects or quality issues within 15 days of your purchase. Please contact our customer support by phone or email.
  2. Do not wear merchandise if it appears defective or does not meet your quality standards. Report these issues immediately to our customer support.
  3. If you have worn the shoes, we cannot accept the return for a refund. Please note that if your shoes have been worn, we can only issue a store credit.
  4. Make note of all defects on the invoice when sending the defective merchandise back 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 that you did not order.

In order to provide the most efficient service, we cannot provide exchanges any longer. All returns will be processed with a refund. We recommend that you place a new order for your new size or color.

Go to return guidelines.