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Returns and Exchanges

Change of item (regular price)

If you want to change your shoes to another size or perhaps a different model, use the return shipping note. See detailed information below. For customers in Sweden who shop at the regular price, we do not charge anything for postage when exchanging.

Change of item (sale)

When buying a sale item, a return shipping note is not included. If you want to change your shoes, you have to pay for the shipping for the return.

Right of withdrawal

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 are notified, to the telephone number or email address you provided at the time of purchase, that the shoes have arrived at your delivery point. 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.

Return

We always send with a return shipping note in your package when you buy goods at a regular price within Sweden. If you have thrown away or lost the return shipping note, contact customer service and we will email one to you.

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.

Return checklist:

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

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 that you do not have to pay for the shipping.

When we have received the complained shoes and approved the complaint, you will get back the amount you paid for the shoes.