FAQ's

BLACK FRIDAY!

This is the busiest time of year for us. Whilst we always up our capacity we still expect to see delays. What you need to know:

  • I ordered the wrong thing / incorrect shipping address - we know Black Friday can get crazy! So to help solve issues we have paused shipping for the first 10 hours so we can fix issues for you :) *note we can only swap incorrect sizes/items if stock is available. After this time it is not guaranteed we can stop orders with issues.
  • Email delays - please do not email more than once, this slows down reply times. We will get to you as soon as we can! 
  • Processing delays - please allow for some delay from the time you place your order until it ships.
  • Shipping Times delays - please note shipping times refer only to the time in transit to you, not how long it takes us to process an order. We expect to see shipping delays due to volume of packages shipped at this time of year, so please be patient. If you have opted for express / next day and  it doesn't reach you in this time, please know it will still reach you faster than standard post.
  • Extended returns - any orders placed in Black Friday week have extended returns up to the 15th of Jan!

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

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

Christmas Delivery
To ensure you get your parcels in time for Christmas please see the below order dates:

Domestic
Tuesday 21 December - Tracked 48
Wednesday 22 December - Tracked 24

International
Monday 6 December
Australia Greece, Italy, New Zealand and Portugal

Wednesday 8 December
Central and South America, Asia, Far and Middle East, Cyprus, Malta and Sweden

Saturday 11 December
Eastern Europe (except Czech Republic, Poland and
Slovakia), Turkey

Monday 13 December
Canada, Czech Republic, Finland, Poland and USA

Thursday 16 December
Austria, Belgium, Denmark, France, Germany, Iceland, Ireland, Luxembourg, Netherlands, Norway, Slovakia, Spain, Switzerland

BREXIT - SHIPPING UPDATE

The UK left the European Union on the 1st Jan. For our European customers this means you will now be charged VAT on your order when it lands in your country.

You will also have to pay customs/duties on the 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.

To support our EU customers now we have set shipping to be FREE for all EU countries standard tracked, express charges remain the same.

 

CORONAVIRUS

Please allow for delays, all postal services are facing difficulties. 

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.

*COVID-19*

Please note, due to the current Covid-19 situation, NEXT DAY delivery is NOT guaranteed at the moment - but will still get the order to you faster than normal shipping option. 

 

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.

Exotic 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.