Returns & Exchanges
Hello! If the shoes you've ordered from us don't fit or you've changed your mind, it's no problem at all. Simply send them back to us and we'll gladly send you a new pair — whether you'd like a different size or model.
We understand that sometimes a choice just doesn't work out. You have the option to withdraw from the purchase agreement and return the shoes to us. You need to do this within 30 days of receipt. We do give you a little extra time if you need it though — we accept returns up to 2 months, but in that case we'll refund 75% of the price.
If you wish to return the shoes, please bear in mind:
Just as in a physical store, you're welcome to try the shoes on at home. We do ask that you do so on a clean floor to avoid scratching the soles, as could happen outdoors. Please don't try the shoes on bare feet! And of course, we'd like them back in the original packaging they arrived in. If any of this isn't possible, bringing the shoes back to their original condition can get complicated, and the costs involved would be yours to cover.
What if you want a different pair?
If you'd like a different model or size, it couldn't be easier. Place a new order, select bank transfer as the payment method, but hold off on paying. Once we receive the shoes you're returning, we'll sort everything out. If your new choice is more expensive, you'll pay the difference upon delivery — the same goes for the return shipping fee if you use Packeta.
Where to send the shoes?
When your shoes are ready to be sent back, please post them to: United Heels s.r.o., Senovážné náměstí 992/8, Prague, 110 00, Czechia.
You can also return your order via the Packeta pickup point network. Simply create your return yourself through the Packeta returns portal, print the label and stick it on your parcel. This service costs €3.90 — this amount will be deducted from your refund. This is significantly cheaper than standard postal services.
Please note that return shipping costs are your responsibility.
Return Form
Please don't forget to include this completed form with the shoes (or the one printed on your invoice):
| Customer Name: | |
| Order or Invoice Number: | |
| Customer Declaration | |
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⎕ The shoes have not been worn, only tried on (trying on means in a manner corresponding to shopping in a physical store) ⎕ The shoes were tried on in a clean environment ⎕ The shoes were not tried on barefoot ⎕ The shoes are returned in their original packaging |
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| Exchange | Return |
| ⎕ I'd like to exchange for: _________________________ | ⎕ I withdraw from the purchase agreement and request a refund to account (IBAN): _________________________ |
|
⎕ I will arrange return shipping myself at my own cost ⎕ I'd like to return via Packeta using the returns portal and agree to the shipping fee (€3.90) being deducted from my refund |
|
| Date and Signature: | |
| Your feedback helps us improve — thank you for taking the time: | |
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⎕ The shoes are too big / too small. I usually buy size ______ ⎕ The shoes are too narrow / wide / don't fit my foot ⎕ I don't like the shoes ⎕ They don't match the description ⎕ The quality isn't what I expected |
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We want everything to be as straightforward and pleasant as possible, so if you have any questions or need a hand with anything, please don't hesitate to get in touch. And do have a read through our Terms and Conditions — they contain all the important details so you know exactly where you stand.
Important Notice!
We're not big on formalities — we don't insist on any particular form. But we do need to know who's sending the shoes and what we should do with them. We often bin the outer packaging straight away, and without any identification inside the box, we end up in a situation like this:
Just pop anything in the box that clearly shows your name, order number or email address. The form above is the easiest way to do it — print it, fill it in, and you're done. Thanks!