FAQ

Please write your suggestions or complaints to us at info@heelshub.co.uk. And we will get back to you.

Products purchased online can be returned by downloading a complaint form from the website. The completed form along with a photo of the damaged product should be sent by e-mail to info@heelshub.co.uk.

To file a claim, you do not need a payment document, just a sales document, FV or order number.

The Complaints Department will inform you directly by email.

We will send you an email notification: “We're waiting for payment” with a link to the payment gateway.

If your card payment was unsuccessful, please check if you can pay online with your card. If you still have problems with the payment, contact your bank.

Standard shipping time is 1 to 5 business days. Delays may occur during sales and holidays.

You can track your order using the tracking number we will send you.

We regularly update the status of your order and send it to you via email. In the “Ready to ship” message, we will send you a tracking number so that you can easily track your order. Another option is to contact our customer service department at info@heelshub.co.uk

After logging into your account on heelshub in the section: My Orders.

You can log in to your user account on the heelshub website

We will send the invoice by email, you will not find it in the package. You will find a link to download the invoice in the email with the heading: “Invoice”. You will need the phone number used to create the order and the order number. For security reasons, we send the invoice as a link.

Unfortunately, we do not have an exchange option. We recommend that you return the unsatisfactory item as soon as possible in accordance with the terms and conditions and purchase the item again at the same time. We will refund you for the returned product as soon as possible.

Approximately within 14 days (but no more than 30 days) after receiving the parcel, we examine the returned items and make a decision on the refund to the specified account. If you did not use a card for payment, you will need to specify the card number for the refund, TIN and full name of the cardholder. Additionally, you will receive an email notification about the status of the refund.

We offer delivery services to customers all over the world. Our logistics solutions cover a wide range of locations, and you can check the available delivery locations during the checkout process.

After placing your order, we need time to prepare your items for shipment. This usually takes 1-5 business days. Please note that this processing time does not include weekends or holidays.

We offer several shipping methods to meet your needs, including standard and express options. The available methods will be presented during the checkout process.

Delivery is available by the following courier services: Standard mail, Nova Poshta, DHL Express

The estimated delivery time depends on your location and the shipping method you choose. During the checkout process, you will see an estimated delivery date based on the shipping method you choose and your destination.

Shipping costs depend on your location and the shipping method you choose. You will see the applicable shipping rates during the checkout process.

For international orders, please note that your country may impose customs duties and taxes. These fees are the responsibility of the buyer and are not included in the price of the item or shipping. Please check with your local customs office for details.

Once your order has been shipped, you will receive an email with a shipment confirmation and tracking number. You can use this number to track the delivery status.

While we make every effort to ensure that your order is delivered on time, please understand that unforeseen circumstances such as weather, logistical issues, or customs delays can sometimes cause delays in delivery. We thank you for your patience in such situations.

If you want to pay by credit card, select “Online Payment” and when you are redirected to the next WayForPay page, select the “credit or debit card” option. Then enter your card number, expiration date, and CCV code, and confirm the transaction with the “Pay” button. The amount will be charged to your card.

If you would like to use the Google Pay payment method, select Online Payment and when you are redirected to the next page, select Google Pay. Sign in to your Google account and accept the transaction using the “Pay” button. The amount will be automatically debited from your bank account. The amount will be charged to your card

If you want to use Apple Pay, select Online Payment and when you are redirected to the next page, select Apple Pay. Confirm the transaction using the “Pay” button. The amount will be automatically deducted from your bank account.

If you want to use the PayPal payment method, please write to us at info@heelshub.co.uk and we will provide you with the details for paying for your order using PayPal details.

We will send you an email notification: “We're waiting for payment” with a link to the payment gateway.

If your card payment was unsuccessful, please check if you can pay online with your card. If you still have problems with the payment, contact your bank.

We set high standards for fast order processing. Our deadline is 5 business days. However, during sales and holidays it may take a little longer, in which case we apologize for the wait. If you are waiting more than 5 days for your order to be processed, please contact our customer service department.

If you would like to change your order details, please contact our customer service department as soon as possible - info@heelshub.co.uk. Depending on what stage of processing your order is at, we will try to adjust it. Do you want to cancel your order? Click “Cancel Order” in the Order Confirmation email. If we have not yet packed and shipped your order, we will cancel it.

We will send you the invoice by email, you will not find it in the package. The link to download the invoice is in the email titled “Invoice”. You will need the phone number used to create the order and the specific order number. For security reasons, we send the invoice as a link.

Please take a photo of the damaged item and send us an email with your order number, we will check it with the carrier. We need this information as soon as possible because we have a limited time to file a claim with the carrier. Contact: info@heelshub.co.uk

For prepaid orders, we expect payment within 24 hours. Otherwise, the order will be automatically canceled.