Free shipping Free exchanges 1-3 days delivery

FAQ

HOW DO I SHOP IN THE ONLINE STORE?

Select the model and size you want to buy and “Add to cart”. If you do not want to buy more than one model, then go to your shopping cart and select the “Pay” option.

DO THE SHOES STRETCH?

Like all shoes, our shoes stretch in width but not in length. How much the shoes stretch depends on how your foot looks.

HOW ARE THE SIZES?

The sizes are normal Swedish sizes. Sophia and Leonore will feel tight at first but after a few hours of use they will stretch to perfect size. If you are unsure of which size to order, feel free to look in our size guide where you will find current measurements for each model and instructions on how to measure your foot.

WHAT MATERIALS ARE THE SHOES MADE OF?

All our models are made of leather or suede and have a leather sole.

THE SIZE OR MODEL I WANT TO BUY IS END, WHEN DOES IT COME IN AGAIN?

If you want to buy a shoe model or size that is sold out in the online store, you are welcome to contact our customer service, we will help you check when that particular shoe model is expected to be in stock again.

WHERE ARE THE SHOES MANUFACTURED?

The shoes are manufactured in a factory in northern Portugal. The factory has been manufacturing shoes for over 30 years and has extensive experience in making shoes for the Swedish market.

HOW DO I BEST TAKE CARE OF MY HEELOW SHOES?

Clean and polish your HEELOW shoes with shoe polish or polish at regular intervals, leather shoes need nourishment to stay nice. Leather soles are sensitive to moisture. If the soles have become wet, we recommend that you let the shoes air dry and not on an element. Use shoe horns to protect the back cover. The rosette that sits on the model Estelle is handmade and therefore you should be extra careful about it so it stays nice. Be careful if you pack the shoes in a bag, feel free to put the shoes in a soft bag. To take care of leather, brush away dirt with a shoe brush and use leather cleaner.

CAN I CHANGE THE SHOES I BOUGHT?

If you want to change your shoes to another size or perhaps a different model, use the return shipping note that is in the box upon delivery. In case of exchange, we do not charge anything for postage. Return checklist:

  1. Shoes
  2. Original box
  3. Original shipping note
  4. Care instructions

CAN I REGRET MY PURCHASE?

Yes, as a customer of HEELOW, you can always regret your purchase. Right of withdrawal means that you as a customer in accordance with the Distance and Home Sales Act have the right to withdraw from your agreement within 14 days. The deadline for the right of withdrawal begins to run on the day you as a customer receive the shoes. During these 14 days, you can withdraw from the agreement by leaving or sending us a message that you have regretted. According to the Distance and Home Sales Act, we have an obligation to repay the amount no later than 30 days after we receive the goods. The right of withdrawal only applies if the shoes, including their cardboard and associated cover, are returned in a substantially unchanged condition. Note that the fee for postage, SEK 60, will be charged on your refund.

HOW DO I RETURN MY PURCHASE?

We always send a return shipping note in your package. If you have thrown away or lost the return shipping note, contact customer service at kundtjanst@heelow.se and we will email you a new one. Pack the package well to avoid shipping damage. For example, use a plastic bag as packaging. Do not place the return shipping note directly on the box. Make sure you get a receipt that contains the parcel ID from the parcel delivery point, it makes it easier to follow the parcel’s return delivery if necessary. If the package disappears during the return, you as the customer are responsible for payment. When you send back your shoes, we also want the original box, original shipping note and care instructions to be sent with. Feel free to use the checklist below to double check so everything is included for the return to be approved by HEELOW. Return checklist:

  1. Shoes
  2. Original box
  3. Original shipping note
  4. Care instructions

HOW DO I MAKE A COMPLAINT?

Contact our customer service at kundtjanst@heelow.se and tell why you want to complain about the product. Enter your order number and invoice number. Customer service will help you further with your complaint. If it is possible to repair the shoes, it is recommended that you go to a shoemaker and then send the receipt to us. If the shoes cannot be repaired, we will email you a special return shipping note so you do not have to pay for the shipping. When we have received the complained shoes and approved the complaint, you will receive back the amount you paid for the shoes.