Frequently Asked Questions
D) Other Questions
A) Frequently Asked Questions: Shipping
What carrier do you use?
We ship all orders through UPS, USPS or FedEx. Most domestic orders are shipped through UPS Ground; Expedited orders are shipped using UPS's 2nd Day air service, PO boxes are shipped via USPS Priority Mail. Overnight shipping is also available. International orders are shipped via FedEx; the standard shipping is FedEx International Economy and the expedited method is FedEx International Priority.
What if UPS doesn't deliver to me?
If you are located outside of the continental US, such as Alaska or Hawaii, or other non-continental US locations such as Puerto Rico and the Virgin Islands, we can ship to you using the US Postal Service. PO Box locations and APO locations are also shipped using the USPS.
How long will my package take to arrive?
UPS Ground is an estimated 3-5 business days to arrival. Expedited shipping, or UPS 2nd Day Air, is a guaranteed 2 business day arrival. Please be advised that business days include only Monday through Friday and exclude UPS holidays.
International packages generally take 3-5 business days, not including customs delays. Expedited international packages take 2-3 business days, not including customs delays.
Packages shipped through the USPS generally take 2-3 business days, although we cannot guarantee an arrival time.
What about Saturday?
UPS defines business days as Monday through Friday only. While some select UPS services will occasionally deliver a package on Saturday, the weekend is not included in shipping estimates. Please keep this in mind when you are scheduling the arrival of your package.
It's Friday and I really, really need my item on Saturday!
In select cases UPS is able to offer Saturday delivery through two upgrades; an upgrade to Next Day Air and an extra $15 Saturday Delivery charge. This option is generally not available on the check out screen, but a representative can personally take care of your order should you be interested in this. Please call a representative at 1 866 334 3357 to discuss this option if you find yourself in emergency need of heels!
B) Frequently Asked Questions: Returns
What orders are acceptable for return?
We accept returns within 30 days of purchase as long as the item is completely unworn and returned with all original, undamaged packaging.
How do you refund me?
We refund the original method of payment which you used at Amazon when placing the order.
Is there a restocking fee?
We never charge a restocking fee at Heels com! You are always refunded the entire amount of the shoe which you purchased.
Do you refund shipping fees?
Shipping fees are unfortunately non refundable.
How do I return my order?
Please request an RMA using Amazon's RMA system in your Amazon account. Your RMA will be approved within 48 hours. You will be emailed a bar code as well as instructions.
Please repack the shoes with all the required items in their shoe box(es) and place in a protective box. If your return is sent to us without a protective cardboard box, we will not be able to accept the return. Please make sure this merchandise is unworn and follows our guidelines for an acceptable return.
Ship your item to:
Heels.com Returns Department
550 S Caldwell St
Charlotte, NC 28202
Your return will be processed within 24 hours of arrival.
What about the shoe box?
All returns MUST include the original shoe box. Please make sure you place the shoe box inside a mailing box (the one it came in works just fine!). Returns which arrive where the shoe box has been taped closed and a label affixed to the outside will unfortunately be refused.
How long do I have to return the shoes?
We offer a full credit card refund on all merchandise purchases for 30 days after the date of purchase. We are not able to accept returns after 30 days have passed.
I love Heels! What if I want store credit?
We are happy to offer you store credit with us instead of an Amazon return. Please call a customer service representative at 1 866 334 3357 to explore this option.
What situations create a problem for returns?
Heels com strives to be as flexible as possible to accept returns so that you can shop with the safety of knowing you can return your item to us easily should it not fit. We always accept all returns which meet our policies for a full credit card refund. Just make sure that it's
- within 30 days
- your shoes are unworn
- that you place the shoe box into a mailing box and avoid taping it up, and your return will be so very easy and fast!
C) Frequently Asked Questions: Problems With Your Order
I received the wrong item! Something's wrong with my order!
Please give our customer service representatives a call at 1 866 334 3357 and we would be happy to assist you with that as quickly as we possibly can.
I received my item, but it doesn't really fit / I don't like it.
Don't worry, our returns process is fast and easy. Just check out the information above to see how to return your item to us.
I just got the shoes in the mail, and I think they're defective / something's wrong with this pair.
Please give our customer service representatives a call at 1 866 334 3357 and we would be happy to assist you with that as quickly as we possibly can. We do want to know about a defective return so that we can carefully inspect it upon return and report it to our manufacturers and suppliers. Shoes which are unworn will of course be refunded immediately; you can contact us to speak about how quickly we can reship a replacement product to you.
Worn merchandise is guaranteed against defects for 2 weeks after delivery. Refunds can be offered for defects discovered after the shoe is worn, but before 2 weeks have elapsed.
I have worn the shoes, but now something is wrong with them.
As a reseller of merchandise manufactured by other brands, we sell as wide a variety of shoes as possible. Our team of buyers and fashion experts pick out the hottest and newest styles for you from a huge number of brands, designer names, and factories. However, since we do not manufacture the shoes, we are able to offer a limited warranty for them after purchase.
We offer a 2 week guarantee after purchase which guarantees that the shoes arrived to you in perfect condition from the manufacturer. Please report any and all issues with your merchandise within 2 weeks of delivery and we will refund your credit card for any issues caused by poor manufacturing which arise within this period.
If you have encountered a situation where your product became defective within 2 weeks of purchase, please give our customer service representatives a call at 1 866 334 3357 and we would be happy to assist you with that as quickly as we possibly can.
D) Frequently Asked Questions: More Questions
Please feel free to contact our help line at 1 866 33 HEELS with further questions regarding your order! Our customer service representatives are available from 9 AM to 6 PM EST on business days to aid you. You can also always contact us via the Contact Seller form on Amazon's site.