Returns, Exchanges & Withdrawal from the Contract

Hello! If the shoes you've ordered from us don't fit or you've changed your mind, it's no problem at all. The fastest and most convenient way to sort this out is through our returns portal – it'll guide you step by step, from selecting your order right through to your refund or a new pair being sent out.

If you'd prefer to withdraw by email or post, you'll find that option further down too.

Your statutory right to withdraw from the contract

We understand that sometimes a choice just doesn't work out. You have the right to withdraw from the contract and return the shoes to us without giving any reason, within 14 days of receiving the goods.

You can let us know about your withdrawal in any way you like – the simplest and quickest is via the returns portal, where you'll also choose how you'd like to be refunded and how you'll send the goods back. If you'd rather, you can also let us know the old-fashioned way, by email or post (for example using the form below). All that matters is that your notice of withdrawal reaches us within 14 days of receiving the goods – what counts is the moment your notice reaches us, or, if you use the portal, the moment you complete the withdrawal process on the website.

Once you've let us know you're withdrawing, please send the shoes back to us without undue delay, ideally within 14 days.

What if you'd like different shoes?

If you'd like a different model or size, nothing could be easier – though we now handle this exclusively through the returns portal. Select an exchange there and the portal will guide you through the rest.

A few things to bear in mind when trying the shoes on

Just as in a physical shop, you're welcome to try the shoes on at home. We'd just ask you to keep a few things in mind:

• Try them on at home, on a clean floor, so the soles don't get scratched as could happen outdoors.
• Watch out for mechanical damage while trying them on – typically scratches from the heel of the other shoe, scuffs or marks. This is unfortunately a common reason for a reduction in value.
• Please don't try the shoes on barefoot, for hygiene reasons. We're able to detect signs of barefoot wear during inspection, for example with UV light.
• We'd like them back in the same lovely packaging they arrived in.

If any of this isn't possible, restoring the shoes to their original condition can get complicated, and the cost of doing so would be yours to cover (it'll reduce the amount refunded).

Where to send the shoes

You can always send the shoes to our address in Prague – this option is, and always will be, free of any service charge from us. You'll cover the cost of postage to Prague yourself.

United Heels s.r.o.
Senovážné náměstí 992/8
110 00 Prague
Czechia

Please remember: you're responsible for the cost of returning the goods.

A more convenient way to return your shoes

For your convenience, we also offer paid return services closer to you, through a network of partner pick-up points and addresses. The exact current price, which also depends on the number of items you're returning, is always calculated by the returns portal – the prices below are indicative, correct as of the date this page was published:

* The price for this service, and the address for other EU countries, will be provided on request.

Using any of these paid options is always optional and doesn't affect your statutory right to withdraw from the contract. The cost of the service is deducted from the amount refunded to you.

What we'll refund

If you withdraw from the contract within the statutory period, we'll refund you for the goods as well as the cost of delivery, but only up to the amount of the cheapest delivery option we offered. You're only liable for any reduction in value of the goods if they were used beyond what's necessary to try them on. In practice:

• trying them on at home = fine
• wearing them outside, scratches or other damage = a reduction in the amount refunded

We always refund money using the same method the order was paid with (usually to your card). This method of refund can't be changed.
Exception: if the order was paid for cash on delivery, we'll refund the money to a bank account you provide.

We'll refund the money promptly after receiving the returned goods, and no later than within 14 days.

Withdrawal form

If you'd rather not use the returns portal, please fill in this form and include it with the shoes:

We want everything with us to be as simple and pleasant as possible, so if you have any questions or need a hand with anything, feel free to get in touch. And don't forget our Terms and Conditions cover all the important details, so do have a read through to make sure you're prepared for everything.

Important notice!

We're not ones for red tape — we don't insist on any particular form. But we do need to know who's sending us the shoes and what to do with them. We often bin the parcel packaging straight away, and without any identification inside the box, we end up in a situation like this: