FAQ's

IMPORTANT: our website charges in USD but ships from British Columbia, Canada. Import fees into the USA start from $800USD, below this amount customs will not be charged.

Please read Hella Heels Safety.

Can I edit my shipping address or order items if they are wrong?
We aim to give you the quickest shipping experience possible and so we chose an amazing warehouse partner. Our warehouse pulls orders through to ship every 15 minutes and operates 24 hours Monday-Friday, (and weekends for sale periods like Black Friday) fulfilling your Hella orders rapidly! They ship thousands of orders per day and we are one of their many clients. Because of this, once your order is confirmed at checkout we cannot edit the shipping address, or order items - at all, ever. Please be super careful to select the correct sizes when checking out, as we will not cover the cost of any order mistakes made by the customer.

If you need to return items you can do this through our returns portal.

If I have placed my order, can I add something else to it?
We cannot add items to orders, you will need to place a new order.

From placing my order how long does it take to ship?
Orders are picked and packed 24 hours a day, Monday through Friday.

Average Standard Delivery times:
Canada: Est. Delivery 3-9 business days.
USA: Est. Delivery 4-8 business days.
ROW: 7-14 business days.

Express options available at checkout. Shipping times vary depending on customs of your local country.

For delivery to PO Boxes maximum weight is 5kg / 11lbs.

We do not ship on local Bank Holidays.

*COVID-19*
Please note, due to the current Covid-19 situation, NEXT DAY delivery is NOT guaranteed at the moment - but will still get the order to you faster than normal shipping option.

Wigs
Synthetic wigs will be dispatched within 1-2 business days, and real hair wigs are made to order so will be dispatched 1-2 weeks after order. All wigs are dispatched from Sydney, Australia. Import and duty are the customers responsibility.

Do you offer Buy Now, Pay Later?
We currently offer:

Laybuy - US customers

After Pay for - USA, Canada & Australia

I can’t apply my sales discount code?
Sale codes can only be applied for the sale period. Codes and discounts cannot be applied retrospectively. In sale periods some discount codes will be deactivated. All Gift cards can of course still be used. If you are still having problems please contact customer service at hello@clubhellaheels.com.

If I have Pre-Ordered an item when should I expect it to arrive?
Expected delivery times for pre-orders are different for each product. Please check the product's description for updated information. Pre-orders can be early or late by a few weeks - but don't worry you will get your babies soon!

Do you ship abroad?
Yes we ship internationally from our Canadian warehouse! Shipping prices are on our checkout page. For international orders, knowing the customs process and customs charges associated is entirely the customers responsibility, and is to be managed / paid by the customer.

We also have sites in the UK (uk.hellaheels.com) and AU (au.hellaheels.com)

Shipping abroad, who is handling my package?
Couriers will handle your package through the process, for Canada Post once the parcel leaves Canada it will be in the care of your national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.

Can you mark as a Gift?
We are required by law to display the correct value of your order, it is illegal to edit or amend this. Please do not email this request.

Hella Heels Soul Guarantee:
Dancers sole for a Dancers soul... we got you. It's not going to happen, but if your sole comes apart from the platform, we will refund you $10USD 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 pictures of shoe.

Classique Shoe Protectors
These are designed to take the hit instead of your shoes, so wear and tear is expected and they might need replacing after some time. The type of flooring and style of dance might affect the process as well.

How do I make a return?
Please see our returns portal here.
For wigs please see here.

Registered in Australia, ABN: 89638177376.