At Heel Luxe Shop, we combine luxury craftsmanship with exceptional service. Our shipping and returns policies reflect the same attention to detail that goes into every pair of our premium footwear.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods

We offer two shipping options to suit your needs:

1. Standard Shipping (£12.95)
• Carrier: DHL or FedEx
• Delivery time: 10-15 business days after dispatch
• Includes tracking and insurance

2. Free Shipping (Orders over £50)
• Carrier: EMS
• Delivery time: 15-25 business days after dispatch
• Includes basic tracking

Please note: We currently cannot ship to certain remote areas and parts of Asia. Delivery times may vary during peak seasons.

Returns & Exchanges

We want you to be completely satisfied with your Heel Luxe purchase. Our returns policy is designed to be as elegant and straightforward as our footwear collections.

Return Policy Overview

  • Return window: 15 days from receipt of delivery
  • Condition: Items must be unworn, in original packaging with all tags attached
  • Proof of purchase: Original receipt or order confirmation required

Non-Returnable Items

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 Return an Item

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]

Email Content:
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.

Return Address:
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 shipping, 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.