• Unworn, unused & unwashed - no distinct odours, blemishes, signs of wear, no hair present on the product or in the packaging, not damaged by the transfer of make-up or deodorant, size sticker still in tact on outsole and no sign of use on outsole)
• In the original shoe box / barcoded item packaging
• The shoe box must be undamaged, do not stick returns labels directly on the box, use a mail bag. If the shoe box is damaged, $3 USD will be deducted from your refund as we need to replace the box. A shoe return without a box cannot be accepted.

Any items not meeting these criteria will NOT be refunded or exchanged. We reserve the right to return your item back to you if it does not adhere to the above.

You’ll need the following info to register your return:

• Order number (you can find this on your order confirmation or shipping email)
• Shipping Zip Code or E-mail Address

How to register your return inside the portal:

• Enter your order number AND post code OR e-mail 
• Select which item(s) you are returning and why
• You can exchange for another size, return for refund / store credit, or use the Shop Now feature to exchange for a different product (you will be taken to what looks like our website - browse and choose the product(s), click checkout and you'll be then taken back to the Returns Portal to review and confirm)
• Shipping label fee is deducted from refund / store credit total, or paid upfront if exchanging (USA / Canada only)
• Rest of the World needs to take the parcel to post office and purchase label there. The customer is responsible for return shipping costs. Please keep your proof of postage safe until your return reaches us
• Use Instant Exchange if you'd like your new items sent out right away! (Credit card guarantee required; you'll only pay for it if your return isn't in the post within 14 days)
• If you opt for Standard Exchange and the item requested is out of stock by the time your return reaches us, you will be contacted by our Customer Service team to organise an exchange for something else or a refund
• Send your return to the address provided within 14 days of registering the return
• Once you can see your return has reached our warehouse please allow up to 7 working days for this to be processed

If you have a product fault please do not use the returns portal. Contact hello@clubhellaheels.com (with the subject "faulty", including pictures of the issue and your order number) and the team will help you.

To begin your return click on our returns portal below (DO NOT return wigs/hair pieces via this link, see Wigs returns process here)