Returns

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 $20AUD 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 clear pictures of the shoe.

What is Hella Heels returns policy?

Due to the difficulties posed by Covid 19 we have extended our returns period to 45 days from receipt of goods.

Our returns policy lasts 45 days from when you have received the goods; if you are ordering a pre-ordered item this will also be 45 days after receipt of goods.

If 45 days have passed, unfortunately we can’t offer you a refund, no exceptions.

To be eligible for a return, your item must be:

  • Unworn and unused (no distinct odours, blemishes, signs of wear)
  • In its original packaging with tags attached (if applicable)
  • Any items not meeting these criteria will NOT be refunded.

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, 5 AUD will be deducted from your refund.  

Shipping charges:
The customer is responsible for all return shipping charges. Please check the size guides to be sure you are ordering the correct size.

For international returns, please mark the customs from as 'returned goods', Hella Hella will not be liable for any customs or duty on returned items.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Sale items: Only regular priced items may be refunded, unfortunately sale items cannot be refunded (but we can offer gift card in the value of the item, which will be sent to you once we’ve received the return).

My Item is Faulty
If you believe your item to be faulty, please send a picture of the fault with description within 48 hours of receiving the item, along with your order number and name. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund. 

If you do not contact us within 48 hours we will not replace the product.

For Wigs please see Wig fault policy.

I have been sent the wrong item:

If there has been an error on your order please contact customer service who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard international mail only; anything above this amount will not be returned.

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

*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 / box they came in with their original tags, if applicable) and stating the order number to:

Hella Heels
c/o Melissa Whipp
22 Macquarie Road,
Earlwood
NSW
2206

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

For international returns, please mark the customs from as 'returned goods', Hella Hella will not be liable for any customs or duty on returned items.

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, 5 AUD will be deducted from your refund. 

Please return the items within 2 weeks of contacting us, otherwise return can be refused.

Returns will be processed on Wednesdays and Fridays only, excluding bank holidays in Australia.

International Returns: When completing the customs declaration form, ensure you write "returned goods" and mark as zero value. Customs are only due on commercial items from supplier to consumer (i.e. from us to you) and we can not be liable for incorrect customs charges. If you do not do this and we receive a customs payment request, your package will be rejected and returned to sender.