Hella Heels Soul Guarantee:
Dancers sole for a Dancers soul...Girl, we got you. It's not going to happen, but if your sole comes apart from the platform, we will refund you £10GBP from your order to cover the cost of re-gluing / replacing at your local cobblers; up to 3 months from receipt of the shoes.
Email: email@example.com with your order number and pictures of shoe.
What is Hella Heels returns policy?
Our returns policy lasts 14 days from when you have received the goods; if you are ordering a pre-ordered item this will also be 14 days after receipt of goods.
If 14 days have passed, unfortunately we can’t offer you a refund or exchange, no exceptions.
To be eligible for a return, your item must be:
Unworn and unused (no distinct odours, blemishes, signs of wear)
In its original packaging with tags attached (if applicable)
Any items not meeting these criteria will NOT be refunded.
The customer is responsible for all return shipping charges.
We cover the outward shipping fee to you for one exchange per order, anything further than that needs to be covered by you.
If you opted for any Express Shipping option, only the Standard shipping rate cost will be refunded to you by law.
Sale items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded (but we can offer gift card in the value of the item, which will be sent to you once we’ve received the return).
My Item is Faulty
If you believe your item to be faulty, please send a picture of the fault with description, your order number and name. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund.
I have been sent the wrong item:
If there has been an error on your order please contact customer service who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard international mail only; anything above this amount will not be returned.
How do I make a Return?
If you wish to return an item please email firstname.lastname@example.org with the following information:
The name you ordered under
- Your order number
- Items you are returning
- Reason for Return
Then ship the items you wish to return (in the bag they came in with their original tags, if applicable) and stating the order number to:
148 Caistor Road
Please return the items within 1 week of contacting us, otherwise return can be refused.
Returns take up to 3 working days to be processed from date of receipt with HELLA HEELS.
International Returns: When completing the customs declaration form, ensure you write "returned goods" and mark as zero value. Customs are only due on commercial items from supplier to consumer (i.e. from us to you) and we can not be liable for incorrect customs charges. If you do not do this and we receive a customs payment request, your package will be rejected and returned to sender.