Refund policy

Return & Refund Policy

Last updated: 01.05.2025

At Heels On Me, we want you to love your shoes. If you're not completely satisfied, you can return your order within 14 days of delivery.

🟣 Conditions for Returns

To be eligible for a return:

  • Items must be unused, unworn, and in their original packaging (including the shoe box).

  • Returns must be initiated within 14 days of receiving your order.

  • Include proof of purchase (order number or confirmation email).

💡 Please try on dance shoes indoors only, on a clean surface.

🟡 How to Start a Return

Email us at natalja@heelsonme.com with:

  • Your order number

  • The item(s) you wish to return

  • (Optional) Reason for return

We'll reply with return instructions and the return address in Luxembourg.

🔵 Return Shipping

  • Return shipping costs are the responsibility of the customer.

  • We recommend using a trackable shipping method.

  • We are not responsible for lost or damaged return shipments.

🟢 Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds are processed to your original payment method within 7–10 business days.

  • Shipping charges are non-refundable, unless the item was incorrect or defective.

🔄 Exchanges

We do not offer direct exchanges.
If you need a different size or item, please return your item and place a new order.

🚫 Non-Returnable Items

  • Shoes that show signs of wear

  • Returns after the 14-day window

  • Gift cards (if offered)

💬 Need Help?

Contact us anytime at [your support email] — we’re happy to help!