Browse F.A.Q. Topics

General Questions

  • How do I shop in the online store?
    Select the model and size you wish to purchase and “Add to cart”. If you don’t want to buy more than one model you then go to your cart and choose the alternative “Pay”.
  • Do the shoes stretch?
    Like all shoes our shoes stretch on the width but not lengthways. How much the shoes will stretch depends on what your foot looks like.
  • How are the sizes?
    The sizes are normal sizes. Sophia and Leonore will seem tight in the beginning but after a few hours of use they will stretch to the perfect size. If you are unsure of what size to order please check our size guide where you will find current measurements for each model and instructions on how to measure your feet.
  • What materials are the shoes made of?
    All our models are made of leather with a leather sole.
  • Where are the shoes manufactured?
    The shoes are manufactured in a factory in northern Portugal. The factory has been making shoes for over 30 years and has extensive experience when it comes to making high quality shoes.
  • The size or model I want to purchase is out of stock, when will it be available again?
    If you wish to buy a shoe model or size that seems to be out of stock online, please feel free to get in touch with our customer service, we will help you check when the particular shoe model is expected to be in stock again.
  • How to I best take care of my HEELOW shoes?
    Clean and polish your HEELOW shoes with shoe polish regularly, leather shoes need nourishment to keep nice. Leather soles are sensitive to moisture. If the soles become wet we recommend that you let the shoes air dry and not on a radiator. Use a shoe horn to protect the heel. The bow that is on the Estelle model is handmade and you should therefore be extra careful with it so it stays nice. Take care if you pack the shoes in a bag, we recommend the shoes are put in a soft bag. In order to take care of leather, brush off the dirt with a shoe brush and use leather cleaner.
  • Can I return the shoes I have purchased?
    If you wish to change your shoes for another size or maybe another model you need to return the shoes to the following address: Heelow AB Tvärhandsgränd 5 16766 Bromma Sweden You pay the postage yourself but we pay for the postage to send your new size. Checklist for returns:
    1. Shoes
    2. Original box
    3. Care instructions
  • Can I change my mind?
    Yes, as a HEELOW customer you can always cancel your purchase. 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.
  • How do I return an item?
    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 are 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.
  • How can I make a claim for a faulty item?
    Please contact our customer services on kundtjanst@heelow.se 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.