FAQ's

Please read Hella Heels Do's and Don'ts.

If I have Pre-Ordered an item when should I expect it to arrive?

Expected delivery times for pre-orders are different for each product. Please check the product's description for the correct information.

From placing my order how long does it take to ship?

Average Delivery times:

Shipping times vary depending on customs of your local country.

For same day shipping order before 11am AEST

Wigs

Synthetic wigs will be dispatched within 1-2 business days, and real hair wigs are made to order so will be dispatched 1-2 weeks after order. All wigs are dispatched from Sydney. Import and duty are the customers responsibility.

Do you ship abroad?

Yes we ship internationally. Shipping prices are calculated by weight on our checkout page. For international orders, knowing the customs process and customs charges associated is entirely the customers responsibility, and is to be managed / paid by the customer.

Shipping abroad, who is handling my package?
All orders abroad are shipped tracked / signed for with Australia Post (standard or Express). Please be aware that once the parcel leaves Australia it will be in the care of your national postal service. The tracking number provided on your order confirmation email can be used on your national postal services tracking site for fully up to date information.

If I have placed my order, can I add something else to it?
In some cases yes, email us what you would like to add and we will do what we can to add this for you. However, if you order already has tracking added we can not edit at this point.

I have entered incorrect shipping address, can you edit it?

It's the customer's responsibility to enter a correct address at the checkout. If the order has not been processed we maybe able to edit this for you. However if the order is processed unfortunately we cannot edit the address, or guarantee to be able to recall or divert the order. We cannot compensate unless it has been returned to us.

What is Hella Heels returns policy?
Our returns policy lasts 45 days from order shipping. If 45 days has passed, unfortunately we can’t offer you a refund; if you are ordering a pre-ordered item this will also be 14 days after order shipping. To be eligible for a return, your item must be unused, in the same condition that you received it and in its original barcoded box. Returns are processed every Wednesday and Friday, excluding bank holidays.

Please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. 

If the shoe box is damaged, 5 AUD will be deducted from your refund.  

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

For Wigs please see Wig return policy.

Hella Heels Soul Guarantee:

Dancers sole for a Dancers soul...Girl, we got you. It's not going to happen, but if your sole comes apart from the platform, we will refund you $20AUD from your order to cover the cost of re-gluing / replacing at your local cobblers; up to 3 months from receipt of the shoes.

Email: hello@clubhellaheels.com with your order number and pictures of shoe.

Classique Shoe Protectors

These are designed to take the hit instead of your shoes, so wear and tear is expected and they might need replacing after some time. The type of flooring and style of dance might affect the process as well. 

How do I make a return?

If you wish to return an item please email hello@clubhellaheels.com with the following information:

• The name you ordered under
• Your order number
• Items you are returning
• Reason for Return
• Size you'd like to exchange for (if applicable)

*If you do not complete this information we may be unable to process your return*

Then ship the items you wish to return (in the bag / box they came in with their original tags) and stating the order number to:

Hella Heels
Unit A2/35 - 39 Bourke Rd
Alexandria, NSW, 2015
Australia

Please use a shipping bag, we cannot accept your return if the shipping labels are directly on the shoe box, as we cannot reuse the box. 

If the shoe box is damaged, 5 AUD will be deducted from your refund.  

DO NOT RETURN WIGS TO THE ABOVE ADDRESS. TO RETURN A WIG SEE: Wig return policy.

Further Details:

Privacy Policy
Terms of Service
Refund Policy

Company number: 89 638 177 376
Registered in Australia.