At Heel Luxe Shop, we craft every pair with precision and care, ensuring our luxury footwear meets your highest expectations. Should you need to return or exchange an item, our process is designed with the same attention to detail that defines our collections.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for return, items must be:

  • In original, unworn condition
  • With all original packaging and tags attached
  • Accompanied by proof of purchase

Note: For hygiene reasons, we cannot accept returns on slippers unless they are defective. All other footwear categories (including heels, sandals, loafers, and trainers) are eligible for returns.

How to Initiate a Return or Exchange

Step 1: Submit Your Request

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Heel Luxe Shop Team,

I would like to request a [return/exchange] for my recent order (#[Order Number]).

Item details:

  • Product Name: [Product Name]
  • Size: [Size]
  • Color: [Color]
  • Reason for return: [Reason]

For exchanges, please specify:

  • Desired replacement: [Product Name]
  • Size: [Size]
  • Color: [Color]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Number]

Step 2: Receive Your Return Authorization

Within 1-2 business days, we’ll email you a Return Merchandise Authorization (RMA) number and detailed return instructions.

Step 3: Package and Ship Your Return

Carefully package the item(s) in their original box with all protective packaging. Include a copy of your order confirmation or packing slip. Ship to:

Heel Luxe Shop Returns
11 Stoneferry Rd
Kingston upon Hull, GB CH3M 6YM

Step 4: Processing Your Return

Once received, our quality team will inspect your return within 3-5 business days. You’ll receive email confirmation when your return is processed.

Refund Information

Refunds will be issued to your original payment method within:

  • Credit/Debit Cards: 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Original shipping fees are non-refundable. For exchanges, we’ll cover standard shipping costs for your replacement item.

International Returns

Customers outside the UK are responsible for return shipping costs and any applicable customs duties. We recommend using a trackable shipping service and retaining your receipt until your refund is processed.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the issue. We’ll arrange for a prepaid return label and expedite your replacement or refund.

Luxury Care Tip: To maintain the pristine condition of your Heel Luxe footwear during the return period, we recommend storing them in their original dust bags and trying them on clean, carpeted surfaces only.

Questions?

Our customer service team is available to assist with any return or exchange inquiries. Contact us at [email protected].

We appreciate your trust in Heel Luxe Shop and are committed to ensuring your complete satisfaction with our luxury footwear collections.