Welcome to Heel Luxe Shop’s FAQ section, where we answer your most pressing questions about our luxury footwear collections and services. Our goal is to make your shopping experience as seamless and enjoyable as possible.
About Our Products
What types of footwear does Heel Luxe Shop specialise in?
We specialise in premium women’s footwear that combines fashion-forward design with comfort. Our collections include:
- Elegant court heels for professional settings
- Statement-making high heels and metallic heels for special occasions
- Comfortable wide fit heels and mid heels for extended wear
- Trendy flatforms, wedges, and loafers for casual-chic looks
- Seasonal sandals, sliders, and flats for warmer months
Are your shoes true to size?
Our footwear generally runs true to UK sizing. We provide detailed size guides for each product to help you find your perfect fit. For styles with unique fits (like our wide fit heels or pointed court heels), we include specific fitting notes in the product description.
What materials are used in your shoes?
We use premium materials including genuine leather, suede, and high-quality synthetics. Our metallic heels feature specially treated finishes for durability and shine, while our sandals and slippers often incorporate soft linings for comfort. Specific material information is listed with each product.
Ordering & Payments
What payment methods do you accept?
We accept all major credit cards including Visa, MasterCard, and JCB, as well as PayPal for secure checkout. All transactions are encrypted for your security.
Is my payment information secure?
Absolutely. We use industry-standard SSL encryption to protect all transactions. We never store your full payment details on our servers.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the processing stage.
Shipping & Delivery
Where do you ship to?
We offer global delivery to fashion-forward women worldwide, excluding some Asian countries and remote locations. During checkout, you’ll be able to see if we deliver to your country.
What are my shipping options?
We offer two shipping methods:
- Standard Shipping (£12.95): Delivered via DHL or FedEx in 10-15 business days after dispatch with full tracking
- Free Standard Shipping: Available on orders over £50, delivered via EMS in 15-25 business days after dispatch
Will I have to pay customs fees?
Depending on your country’s regulations, customs duties or import taxes may apply. These are the responsibility of the customer and are not included in our shipping charges. We recommend checking with your local customs office for more information.
How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information. You can use this to follow your package’s journey from our boutique to your doorstep.
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your Heel Luxe purchase. You may return unworn, undamaged items in their original packaging within 15 days of receipt for a refund or exchange. Please note:
- Return shipping costs are the customer’s responsibility
- Original shipping fees are non-refundable
- Customs duties are non-refundable
How do I initiate a return?
Please email our customer service team at [email protected] with your order number and details about the items you wish to return. We’ll provide you with return instructions and the appropriate address.
When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
Do you offer exchanges?
Yes! If you need a different size or color, you can request an exchange. Please note that exchange items are subject to availability. If your desired exchange item is out of stock, we’ll process a refund instead.
Customer Service
How can I contact customer service?
Our dedicated customer service team is available via email at [email protected]. We aim to respond to all inquiries within 24 hours during business days.
What are your business hours?
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT. Emails received outside these hours will be answered the next business day.
Can’t find the answer you’re looking for? Our customer service team is always happy to help. Email us at [email protected] and we’ll assist you with any additional questions.
Ready to find your perfect pair? Explore our collections of luxury footwear today!