Terms and Conditions
If you are under 18 years of age, you need a parent’s approval to order shoes from us.
VAT of 25% is included in all our prices.
The order is confirmed via an email to the e-mail address you provided at the time of purchase. If you want to cancel your purchase, change or add something to your order, you are welcome to contact customer service as soon as possible.
When you have received the shoes and we have received a full payment, you become the owner of the shoes and the responsibility for them passes to you.
In our online store, you can pay with Klarna. Please note that any reminder fees are charged by Klarna and we at Heelow can not do anything about this fee. If you wish to return the shoes and the deadline for the invoice expires before the shoes return to us, we recommend that you contact Klarna or pay the invoice. We credit the invoice when the shoes come back to us.
Packages that are not picked up
If you do not pick up your package and the delivery point sends it back to us, we reserve the right to charge you for the costs this entails. The cost is SEK 149 for customers in Sweden and EUR 30 for customers in the rest of Europe. This cost is charged via invoice.
When you shop in our online store, this is regulated in Swedish law, mainly in the Distance and Home Sales Act.
We reserve the right to make any printing errors and incorrect pricing on the website and reserve the right to reject such orders.
Sometimes we have pop-up shops where customers can try on our shoes. We guarantee that the shoes we send to our web customers are not used, however, they can be tried and tested.
Sold out item
We reserve the right that certain models or sizes may be out of stock or delayed from the factory. An email will then be sent to you within 2-4 days. Contact customer service if you wish to cancel your purchase or have questions about your order.
Normal delivery time is 1-3 working days. Contact customer service if you need express delivery, we always do everything we can to be able to deliver shoes to our customers. You will receive a delivery confirmation email in connection with your order being sent. If you have not received this email within three days, please contact customer service.
Postage is included with purchases at the regular price within Sweden and 12 euros in the rest of Europe and this is added to your order value when you shop in the web shop. If you are unsure of what size you have, it is better that you order a size and send it back if it does not fit instead of ordering two pairs in two different sizes and sending back the only pair. The return costs SEK 60 within Sweden, but in case of exchange we do not charge anything. If you shop from a country other than Sweden, you pay the postage yourself when exchanging and returning. However, we offer postage when we send your new pair when exchanging.
Your order is sent with PostNord AB and to your delivery point. From there, an SMS will be sent to the telephone number you provided when ordering. If your telephone number is missing, an e-mail or paper notification will be sent, which you will take with you when you pick up your package. If you do not collect your package, we charge SEK 149 for customers in Sweden and EUR 30 for customers in the rest of Europe. The cost is debited via invoice.
Exchange and return
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 within Sweden, we do not charge anything for postage when changing. Please note that this only applies to one change, if you want to change more than one, you will have to pay the postage yourself.
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 changed your mind. 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. In accordance with Swedish legislation, the right of withdrawal also applies to sale products.
Note that the fee for postage, SEK 60, will be charged on your refund.
We always send with a return shipping note in your package if you order your shoes to a Swedish address. 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.
Contact our customer service at firstname.lastname@example.org and tell us 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.