Returns

The policy

All sales are final. We do not offer returns, refunds, or exchanges because you changed your mind, because the pair does not fit, or because it is not what you pictured. There is no restocking option and no store credit for those cases.

The one exception is when we got it wrong. If the shoes arrive damaged, faulty, or are not the item you ordered, tell us within 14 days of delivery and we will fix it.

Why so strict? We do not hold stock. Our shoes are imported and ship directly from our supplier overseas, so a returned pair has to travel back across the world or be written off. We would rather run a tight policy and be honest about it than pad our prices to cover returns. We review this as the business grows, but the policy above is the one that applies to your order today.

What we do cover

We will replace or refund your order if:

• The shoes arrived damaged in transit.
• There is a manufacturing fault, for example a failed seam, a loose heel, or glue coming apart.
• We sent the wrong item, or a different size from the one on your order.

Email us within 14 days of delivery and include clear photos of the problem. Keep the box and the packaging until the claim is settled. Past 14 days we cannot verify the item arrived that way, so please do not sit on it.

What we do not cover

These are final sales. We cannot help if:

• You changed your mind.
• The shoes do not fit.
• They do not suit you, or they look different from how you imagined them.
• You ordered the wrong size.
• You wore them outside and decided they are not for you.

We know that is blunt. It is better than a vague policy that leaves you guessing at checkout. In every case above, the sale is final and we will not offer a refund, an exchange, or credit.

Get the size right first

Since fit is not covered, choosing the right size before you order is your real protection. Please spend two minutes on this, it is the single best thing you can do.

How to report a problem

Email contact@heelyeah.store. A person reads it.

Include all of this so we can act on the first reply:

• Your order number.
• Photos of the problem, plus one photo of the full pair.
• A photo of the shipping label on the box.
• One or two lines on what is wrong.

What happens next: we review the photos and come back to you. If the claim stands, we will send a replacement or refund you. Which of the two is our call, and it usually comes down to whether we can get the same pair again. Refunds go back to your original payment method. In most cases you will not need to ship anything back, and if we do need the pair returned, we will cover the postage and tell you where to send it.

Cancellations

You can cancel an order any time before it is dispatched, for a full refund. Email us with your order number and be quick about it.

Once the order is dispatched it cannot be cancelled, and the sale is final under the policy above. Because your pair ships from overseas, we cannot recall a parcel once it is moving, and refusing delivery does not get you a refund.

Orders that never arrive

Delivery takes 2 to 4 weeks, and slow tracking is normal on international shipments. See shipping for how that works.

If you are past that window and the parcel has not turned up, email us. A lost order is our problem to solve, not yours, and it is not a change of mind return. We will chase the carrier and get you a replacement or a refund.