© Heels and The City LTD, Company number 10837957

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Frequently Asked Questions:

WHY DON’T YOU HAVE SHOES BELOW A UK 7 | US 9 US | EU 40 ?

As a newly launched brand, we’re just getting on our feet! We’ve worked super hard to design shoes for women normally neglected and left out from purchasing popular shoe designs.

 

 

MY ACCOUNT

How can I update my account details?

You can update your account information by clicking on the link in the top right of the screen! Here you can edit your personal details, contact details, billing details, delivery details. You can also update your preferences on how you’d like to be contacted by us!

 

Do I need to have an account to order with Heels and The City?

No! You can checkout as a guest, without an account!

 

DELIVERY

DELIVERY TIME AND PRICES

 

UK Mainland

DPD Next Day: £5.50

DPD Before 10am: £20

DPD Before 12pm: £10.50

DPD Saturday: £10.00

DPD Saturday before 10:30am : £25.00

DPD Saturday before 12:00 : £20.00

 

Northern Ireland

DPD 2-3 Day: £13.00

 

Scottish Highlands

DPD 2-3 Day: £14.00

 

Scottish Islands

DPD 2-3 Day: £14.00

 

Channel Islands

DPD 2-3 Day: £20.00

 

Isle of Man

DPD 2-3 Day: £18.00

 

International

Europe via DPD : 2-4 Working days, £ 20.00

Rest of World including USA: £30.00

 

WHAT’S THE STATUS OF MY ORDER?

Once you have received your confirmation order from us, we will endeavour to process and dispatch your order within 24 hours. DPD next day delivery orders must be placed before 12. noon. All orders sent with the DPD will are trackable once dispatched with the code that you will receive in your confirmation of dispatch email!

You can track your order using the unique code emailed to you after your purchase!

 

 

CAN I EDIT MY ORDER?

Your order will be processed and dispatched within 24 hours of purchase. Email us at orders@heelsandthecity.com to check where yours is and we will always do what we can to help

I’D LIKE TO CHANGE MY DELIVERY ADDRESS?

Unfortunately not once dispatched. However please email orders@heelsandthecity.com if you have just made your order

I’VE BEEN SENT A FAULTY/ INCORRECT ITEM.?

Please email orders@heelsandthecity.com as soon as possible so we can resolve this.

 

DO I NEED TO PAY IMPORT DUTIES?

If you’re shopping in the UK, you don’t need to pay any of these duties. If you are buying our products from outside the EU, your parcel may be subject to import. duties, customs duties or taxes when it reaches your destination country. These are not included in the cost of your purchase from our website and must be paid by the parcel recipient.

 

RETURNS AND EXCHANGES:

RETURNS POLICY

Merchandise must be returned to us within 14 business days from the date of receipt. Condition of merchandise must be unused & the sole must be in perfect condition otherwise return will not be accepted.

 

EXCHANGE

We’re sorry what you received wasn’t quite right! Be sure to complete the return and exchange form, noting the name, size and colour of the new item you’d like! Send your items back to us within 14 days, using the postage label inside your package. If you are outside the UK, you will have 21 days to return the order. Remember to keep proof of postage

 

 

CHECKING YOUR RETURN OR REFUND STATUS

We’re sorry it wasn’t for you, but that’s ok- returns are quick and easy!

Fill out the return and exchange form and stick the postage label on the outside of your package. Send it to us within 14 days of purchase.Please return your item unworn and with original tags intact. Promo codes only apply to your original order and not refunded or exchanged items. Your return will be processed within 30 days of us receiving it.

 

 

PAYMENT OPTIONS

Thank you for choosing to buy Heels and The City. We accept all major

credit and debit cards as well as Paypal. Here is a full list of payment we accept: Visa, Maestro, Mastercard, PayPal but unfortunately not American Express

 

 

USING DISCOUNT CODES

Just before you checkout, there will be the opportunity to add your promotional code into a box.

 

 

ARE MY PAYMENT DETAILS SAFE SHOPPING ONLINE?

Payments through our website are processed by Stripe or Paypal and we do not hold any of your card details so you can be sure you are just as safe shopping with us as you are in a high street store

 

 

MY PAYMENT WON’T GO THROUGH?

Be sure to double check your details, by typing them in again. If the payment will not go through, contact us or contact your bank.

 

 

FEEDBACK & TESTIMONIALS

We hope you’ve loved your Heels and The City Experience! If you’d like to give us some feedback, please contact us at INFO@HEELSANDTHECITY.COM