Returns and exchanges

Exchange an item

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

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 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.
 

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.