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SHIPPING & RETURNING

 

Shipping Information

Shipping Methods

At HEELMATESS, we've teamed up with several well-known logistics partners to offer you a wide range of shipping options for deliveries to the United States and Europe. This ensures that you can receive your desired HEELMATESS women's shoes in a timely manner, no matter your location.

For the United States:

  • Standard Shipping: Usually handled by USPS (United States Postal Service), an affordable and reliable option perfect for most everyday orders.
  • Expedited Shipping: Provided through FedEx and UPS for those in a hurry to receive their new shoes, ensuring faster delivery.

For Europe:

  • Standard Shipping: Fulfilled via trusted regional logistics partners (e.g., DHL Express, Royal Mail, La Poste), offering cost-effective and dependable delivery across EU member states and select European countries.
  • Expedited Shipping: Available through global carriers like FedEx and UPS for quicker receipt of your order.

Shipping Times

  • Standard Shipping: United States: Delivered within 10-15 business days after confirmation and processing.
  • Europe: Delivered within 8-12 business days after confirmation and processing.
Please note that the above times do not include order processing time. We typically process orders within 1-2 business days, though delays may occur during promotional events or peak order periods.
 

Shipping Costs

Shipping costs are determined by the number of items in your order (weight and destination are excluded from calculation), with the following uniform policy for both the U.S. and Europe:
  • 1-2 items: A flat shipping fee of $6.99
  • 3 or more items: Free standard shipping (a cost-effective benefit for bulk purchases)
At checkout, the system will automatically calculate and display the exact shipping cost based on your order quantity.

Shipping Coverage

We currently ship to all areas within the United States (including bustling cities and remote rural areas) and select European regions (covering EU member states and major European countries).
If you have any special shipping requirements or need to modify your shipping address, please contact our customer service team in a timely manner. We'll do our best to assist you.

Return Policy

Return Conditions

We want you to be completely satisfied with every pair of HEELMATESS women's shoes you purchase. If you're not happy with your purchase, you can initiate a return under the following conditions:
  • The item must be returned within 30 days of receipt.
  • The product must be in its original condition, with the shoes, packaging box, tags, etc. intact, and must not have been worn, used, or damaged.
  • The return must be accompanied by the original purchase proof, such as the order number or invoice.

Return Process

  1. First, reach out to our customer service team. You can send an email to [customer service email address] or call our customer service hotline at [customer service phone number]. Let us know your intention to return the item and provide your order details.
  1. Our customer service representatives will issue you a Return Merchandise Authorization (RMA) number and guide you through the subsequent return steps. Make sure to include the RMA number in the return package so that we can quickly identify and process your return.
  1. You are responsible for the return shipping costs. We recommend choosing a shipping method with tracking information to ensure that the return package reaches our warehouse safely.
  1. Once we receive the returned item and confirm that it meets the return conditions, we will process your refund within 5 - 7 business days. The refund will be credited back to your original payment method. The actual time it takes for the funds to be available may vary depending on the processing speed of your payment institution.

Non - Returnable Items

  • Custom - made items: Since custom - made items are produced according to your specific requirements, they are not eligible for return, unless there are quality issues.
  • Clearance items: Clearance items are clearly marked as "final sale" at the time of purchase. These items are non - returnable. However, if there are quality problems, we will provide corresponding solutions.

Exchange Policy

If you need to exchange an item for a different size, color, or style, please follow the above return process to return the original item. Then, place a new order for the item you want. If you encounter any issues during the process, feel free to contact our customer service team. We're here to serve you.
We're committed to providing you with a top - notch shopping experience, whether it's shipping or returns. If you have any questions or need assistance, don't hesitate to get in touch with us. Our customer service team is available from [customer service working hours] on Mondays through Fridays. We look forward to hearing from you.