Refund policy

Her Heels Refund & Exchange Policy

At Her Heels, we take pride in delivering high-quality footwear designed for dancers. Our refund and exchange policy ensures fairness and transparency while maintaining the integrity of our products. Please review the details below before making a purchase.

 

 

1. Order Policy

Once an order is placed, it is processed promptly to ensure timely delivery.

  • Orders cannot be canceled once processing has begun.

  • Please review your order carefully before purchasing, including heel size and style.

  • Our customer service team is available to assist with any questions before checkout.

 

 

2. Returns & Exchanges

We offer a 30-day return period from the date you receive your order for exchanges or store credit.

Eligibility for Returns & Exchanges

  • Items must be unused, unworn, and in their original packaging to qualify.

  • Returns are available for incorrect items sent or sizing exchanges (exchange/store credit only).

  • Refunds are only issued where required under consumer protection laws.

  • Unfortunately, we cannot accept returns on sale items or gift cards.

Return Options

✔ Exchange for a different size or style
✔ Return for store credit (gift card)
✔ Refund only if applicable under statutory requirements

Return Process

  • Contact us within 30 days of receiving your order.

  • Provide proof of purchase (receipt or order confirmation).

  • Submit photo evidence if claiming a defect or issue.

  • Ensure the item is unused, unworn, and in its original packaging (if not faulty).

  • If approved, the item must be returned within 7 days.

🔹 Returns that do not meet eligibility requirements may not be accepted.

Return Shipping

  • One free return shipping is available for orders over $180 AUD shipped to Australia and New Zealand.

  • If an item is exchanged once and a further exchange is required, return shipping costs are covered by the customer.

  • For all other countries, return shipping is the customer’s responsibility.

  • Return shipping costs are the customer’s responsibility unless the item is confirmed defective upon receipt.

 

 

3. Product Warranty & Wear Policy

Our heels are designed for dancers and movement-based activities. Natural wear over time is expected and does not qualify for a refund or replacement.

  • Scuffs, scratches, and wear on leather, mesh, or soles do not indicate a defect, as they naturally occur with use.

  • Wear from floor work, choreography, or high-impact movement is considered normal use.

  • If a product shows signs of premature failure due to a manufacturing defect, we will assess the issue and provide a suitable resolution.

🔹 We do not offer refunds or replacements for general wear and tear.

 

 

4. Defective Items & Resolution Process

If you receive an item with a manufacturing defect, please contact us within 30 days with:
✔ Proof of purchase
✔ Photos of the defect
✔ Description of the issue

If approved, we will offer:

  • A replacement pair

  • Store credit

  • A refund if applicable

Items must be returned within 7 days of approval. If not received within this timeframe, the case may be closed.

 

 

5. Shipping & Third-Party Liability

  • Orders are shipped via third-party carriers (e.g., Australia Post, FEDEX). We are not responsible for shipping delays, lost, or stolen packages.

  • If your package is lost or damaged during transit, compensation should be claimed through the carrier.

  • Customers are responsible for customs clearance fees in their country.

 

 

6. Final Notes

By purchasing from Her Heels, you agree to this refund and exchange policy. For any questions, our customer service team is happy to assist.

📩 Contact Us: Getamongstit22@gmail.com

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.

As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.