General Terms and Conditions

General

If you are under 18 years of age you will need parental consent in order to purchase shoes from us.

VAT of 24% is included in all our prices.

 

Order confirmation

The order is confirmed by email to the email adress you stated at the time of purchase. If you want to cancel your purchase, change or add something to your order please contact customer service as soon as possible.

When you have received the shoes and we have received satisfactory payment you will be owner of the shoes and the resposibilty for them passes to you.

 

Payment

In our webshop you can pay by card or Paypal.

 

Packages that are not collected

If you don’t collect your package and the package distribution centre sends it back to us we reserve the right to charge you for the applicable costs. The cost is 30 EUR and this cost will be charged by invoice.

 

Applicable law

When you shop in our webshop it is governed by Swedish law, primarily the Distance and home sales act.

 

Personal data

Under the Data Protection Act we must ask you to agree to our processing of your personal data. Any personal information you provide on our website or that we receive will be handled by as at HEELOW by someone responsible for personal data. Name, address, social security number, email and phone number may be used by us to ensure delivery of your order but also in the credit assessment and to provide offers and information of our range. The information you provide on our website are only available to HEELOW. You have the right to receive the information we have registered about you. You always have the right to request that we delete or amend the information held about you. By accepting our terms you agree to this.

 

Misprints

We reserve the right for any typographical errors and incorrect pricing on the website and reserve the right to refuse such orders.

 

Tested shoes

Sometimes we have pop-up stores where customers can try on our shoes . We guarantee that the shoes we send to our web customers are not used, however , they may have been be tested .

 

The bows on Estelle

The bows on Estelle are handmade and may therefore vary slightly in size between each other.

 

Sold out items

We reserve the right that some models or sizes may be sold out at our warehouse or delayed from the factory. If so, an email will be sent to you within 2-4 days. Please contact customer services if you wish to cancel your purchase or have questions around your order.

 

Delivery


Normal shipping times are 2-4 business days. Please contact customer services if you need express delivery as we will always do everything we can to deliver shoes to our customers. You will receive a confirmation email when your order has been sent. If you do not receive this email within three days please contact customer services.

The postage costs 12 EUR and this is added to your order value when you shop in the online store.

Orders are shipped with PostNord AB to your pick up location. An SMS or email is sent from there to the phone number or email adress you provided in your order. If your phone number is missing, an email or letter will be sent which you will need to bring when picking up your parcel. If you don’t pick up your parcel we charge 30 EUR. The cost is charged by invoice.

 


Exchanges

If you wish to change your shoes you need to pay the postage to return the shoes to us, however we will pay for the postage for the new pair.

 

Returns

If you wish to return your shoes you need to pay the postage yourself.

Right to cancel

Our return policy means that you as a customer in accordance with the Distance and home sales Act have a right to cancel your contract within 14 days. The deadline for returns starts the day you as a customer receives the shoes. During these 14 days you can cancel the contract by leaving or sending us a message that you have changed your mind. According to the Distance and home sales Act we have an obligation to refund the amount within 30 days after we have received the goods.

The return policy only applies if the shoes, including the box, are returned in essentially unchanged condition. Please note that the fee for postage, 12 EUR, will be charged at the time of your refund.

 

Returns

Wrap the package well to avoid any damage during shipping. For example, use a plastic bag as packaging. Don’t put the return shipping label directly on the box. Ensure you obtain a receipt which contains the package ID from the parcel distribution centre, it makes it easier to track the return if needed. If the parcel is lost during the return delivery you as a customer is responsible for the payment. When you return your shoes we also want you to return the original box and care instructions.

Please use the checklist below to double check that everything is included in order for the return to be approved by HEELOW.

Checklist for returns:

  1. Shoes
  2. Original box
  3. Care instructions

Please send the shoes to:

Heelow AB
Tvärhandsgränd 5
16766 Bromma
Sweden

You pay for the return postage yourself.

 

Claims

Please contact our customer services on kundtjanst@heelow.com and tell us why you want to return the item.

Please state your order number and invoice number. Customer services will help you further with your claim.

If it is possible to repair the shoes we recommend that you go to a cobbler and then submit the receipt to us.

If the shoes cannot be repaired we will email you a special return shipping label to you so you do not need to pay for postage.

When we have received the shoes and approved the claim you will be refunded the amount you paid for the shoes.

 

Packages that are not collected

If you don’t collect your package and the package distribution centre sends it back to us we reserve the right to charge you for the applicable costs. The cost is 30 EUR and this cost will be charged by invoice.