FAQ's

Please read Hella Heels Do's and Don'ts:

Find out about Buy now, pay later, (UK.)

BREXIT - SHIPPING UPDATE

Since the UK left the European Union, our European customers now might be charged customs fees upon receiving their order. 

The customs you will be charged is worked out as follows:

VAT + Duty + Handling Fee = Customs Fee
Duty: Duty is at the discretion of your government please refer to your countries import rates for more information. 
Handling fee: This is a processing fee charged by the carriers and varies.

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, France, Finland, Germany, Gibraltar, Greece, Hungary, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden 

Sales

Sale codes can only be applied for the sale period. Codes and discounts cannot be applied retrospectively. 

In sale periods some discount codes will be deactivated. 

All Gift cards can of course still be used.

If I have Pre-Ordered an item when should I expect it to arrive?
Expected delivery times for pre-orders are different for each product. Please check the product's description for the correct information.

Pre-orders can be early or late by a few weeks - but don't worry you will get your babies soon!

From placing my order how long does it take to ship?
We aim to pack and ship your orders within 24 hours, if the order is placed on a weekend this will be shipped on a Monday.

Average Delivery times:

UK - 2-3 days
EU - 5-7 days
USA / CA - 10 days
AUS / NZ - 10-15 days
Shipping times vary depending on customs of your local country.

No shipping on Bank Holidays. 

Wigs

Synthetic wigs will be dispatched within 1-2 business days, and real hair wigs are made to order so will be dispatched 1-2 weeks after order. All wigs are dispatched from Sydney. Import and duty are the customers responsibility.

Do you ship abroad?
Yes we ship internationally! Shipping prices are on our checkout page. For international orders, knowing the customs process and customs charges associated is entirely the customers responsibility, and is to be managed / paid by the customer. 

Shipping abroad, who is handling my package?
All orders abroad are shipped tracked / signed for. Please be aware that once the parcel leaves the UK it will be in the care of your national postal service, if shipped with our national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.

Shipping to PO Box Address

Postal Services are unable to deliver to PO Box address for orders over 2kg, please use alternative address.

Mark as a Gift

We are required by law to display the correct value of your order, it is illegal to edit or amend this. Please do not email this request.

If I have placed my order, can I add something else to it?
Unfortunately no. All orders are processed within 30 minutes of placing an order, so we are unable to amend orders once they have been placed.

I have entered incorrect shipping address.

It's the customer's responsibility to enter a correct address at the checkout, unfortunately we cannot guarantee we can recall or divert the order once it has been processed, and cannot compensate unless it has been returned to us.

What is Hella Heels returns policy?
Our returns policy lasts 45 days from shipping of the order. If 45 days has passed, unfortunately we can’t offer you a refund or exchange; if you are ordering a pre-ordered item this will also be 45 days after shipping. To be eligible for a return, your item must be unused and in the same condition that you received it. Returns take up to 3 working days to be processed from date of receipt with Hella Heels. The customer is responsible for all return shipping charges. For more information please see our full refunds policy.

Please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. 

If the shoe box is damaged, £3 will be deducted from your refund.  

For wigs please see our Wig return policy.

Hella Heels Soul Guarantee:

Dancers sole for a Dancers soul...Girl, we got you. It's not going to happen, but if your sole comes apart from the platform, we will refund you £10GBP from your order to cover the cost of re-gluing / replacing at your local cobblers; up to 3 months from receipt of the shoes.

Email: hello@clubhellaheels.com with your order number and pictures of shoe.

Classique Shoe Protectors

These are designed to take the hit instead of your shoes, so wear and tear is expected and they might need replacing after some time. The type of flooring and style of dance might affect the process as well. 

How do I make a return?
If you wish to return an item please email hello@clubhellaheels.com with the following information:

• The name you ordered under
• Your order number
• Items you are returning
• Reason for Return
• Size you'd like to exchange for (if applicable)

*If you do not complete this information we may be unable to process your return*

Then ship the items you wish to return (in the bag they came in with their original tags) and stating the order number to:

Hella Heels
Swift eCommerce
148 Caistor Road
Laceby
DN37 7JG
United Kingdom

Please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. 

If the shoe box is damaged, £3 will be deducted from your refund.  

DO NOT RETURN WIGS TO THE ABOVE ADDRESS. TO RETURN A WIG SEE: Wig return policy.

Further Details:

Privacy Policy
Terms of Service
Refund Policy

Wolf and Whipp Footwear Limited, company number: 11990190.
Registered in England and Wales.