Frequently Asked Questions
Hella Heels Do's and Don'ts
Please use Hella Heels safely.
Hella Heels are for pole dancing, not ‘everyday’ wear, and should not be worn by children under 18.
Pole dancing and wearing pole dance shoes are challenging, strenuous activities that carry risks we cannot entirely remove. These include, without limitation: (i) physical injury from loss of balance, tripping or falling; and (ii) ankle, foot or other podiatric injury.
We recommend that you do:
- Check the shoes are in good condition before wearing (taking particular note of eyelets, finishings, embellishments and zips);
- Keep your ankles engaged and strong during use;
- Ensure your ankles are fit and healthy before use (if in doubt, seek medical advice);
- Use ankle-strengthening techniques before use;
- Use warm-up techniques (including for ankles) before use;
- Take extra care when wearing on soft flooring such as carpet;
- Take extra care when wearing (do not run or rush);
- Take care with any sharp edges or points on the shoes; and
- Replace as needed. Just like ordinary shoes, Hella Heels should be replaced as appropriate after wear and tear or damage. This may need to happen from time to time, given the physical intensity placed on the shoes (such as in squatting and other positions).
We recommend that you do not:
- Wear Hella Heels for ‘everyday' use or walking;
- Wear Hella Heels whilst: (i) pregnant; (ii) under the influence of alcohol, non-prescription drugs or with inhibited balance; or (iii) if you have a foot, ankle or podiatric condition;
- Wear Hella Heels for pole movements outside of your ‘comfort zone’ or in which you are not competent, or which involve flips or landings heavily placing your weight upon your feet;
- Wear Hella Heels if you have not had pole dancing training from a qualified instructor;
- Wear Hella Heels on uneven, slippery, wet or dangerous or unbalanced flooring; or
- Wear Hella Heels whilst ascending stairs (but if you must do so, please take extra care).
Please use Hella Heels safely and responsibly. In the absence of negligence or other breach of duty by us, your use of Hella Heels is at your own risk.
If you have questions or want to contact us, you can get in touch with us at firstname.lastname@example.org
What to expect from Hella?
At Hella Heels 'By Dancers, For Dancers’ is not just a slogan - it’s in our blood. Hella was born from the many years of our creators' experience working strip clubs and pole studios.
We are committed to designing and producing shoes that are tailored to the unique needs and demands of pole dancers and strippers.
What is wear & tear?
Wear and tear is the natural damage that occurs to shoes over time as a result of normal use. This is especially true for hard style and high impact dancing, however any use over prolonged periods of time will start to show. Realistically, every time you do floor work and drag or circle your shoes on the floor, there will be friction that will cause wear on the fabric surface. Unnoticeable burrs on the pole or the amount you depend on the shoes for grip is also a factor. Depending on the fabric, moves executed, flooring type and your weight distribution when dancing, this can happen as soon as on the first wear - especially if you do not use protection.
The wear is different depending on the fabric - some might "peel" or "tear" instead of scuffing, and this is also considered normal.
After more prolonged use seams can start to split, more significant scuffs and tearing will occur and heels can eventually break.
We understand that you want your favourite shoes to look brand new forever, and it can be difficult to say goodbye, but we believe that it's important to be realistic about their lifespan.
We do not offer refunds or exchanges for damage caused by wear and tear or incorrect use. Thanks so much for understanding, and we hope you keep enjoying our shoes!
Preventing wear & tear:
No shoe is completely indestructible, and unfortunately will eventually wear out over time. However we want you to get the most out of your Hellas and enjoy them for as long as possible! Here are some tips on how to avoid wear and tear:
- Use Protection:
Keep your shoes looking brand new for longer and continue to slay every performance. Our specially designed clear or matching shoe protectors fit snugly over your heels to help prolong their lifespan. By taking the friction hit from your moves, they prevent scuffs and scratches.
- Perfect Your Technique:
Learning proper pole and dance technique can help reduce the amount of wear and tear your shoes experience. Keeping your weight more towards the ball of your foot can help protect the heels. Maintaining control during movements where the shoes come into contact with the floor,using arms and legs to take some of the impact and not relying solely on the grip of the shoes to climb the pole will also reduce the chance of damage.
- Check Your Surroundings:
Take a look at your dance space and pole before beginning your routine. Look out for any sharp objects or rough surfaces that could cause damage to your heels. If you spot any, try to adjust your routine accordingly or cover the area with a mat or rug. Remember some surfaces can be surprisingly/unobviously abrasive.
A little bit of extra care goes a long way in extending the lifespan of your favourite Hellas!
Embrace the Battle Scars:
It's important to remember that scuffs and marks on your shoes don't compromise their functionality. While they may not always maintain a brand-new appearance, rest assured that they are perfectly suitable for training and dancing. These battle scars are a testament to the dedication and passion you bring to your craft. So, don't be discouraged by a few imperfections—your heels will continue to serve you well in your training and dancing.
Hella Heels platforms are made from ABS - a material with strong and sturdy properties - this is best for durability. However, it's important to note that even the best materials have limitations and can break if subjected to excessive or uneven pressure, especially if weight is pushed into the heel end.
Heels are designed to distribute weight evenly across the foot, but improper use or movement can cause uneven weight distribution, leading to damage or breakage. We encourage our customers to use proper technique when wearing our shoes and to avoid any activities that could put undue stress on the platform or heel.
If your heels have broken due to improper use, we unfortunately cannot offer a refund or exchange. We appreciate your understanding and hope that you continue to enjoy our shoes with proper care.
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.
Shoe protectors fit onto both normal and wide fit Hellas.
What is a fault & what I should do?
Every one of our Hella Heels is handmade and quality checked by a real person. We understand that sometimes things may go wrong and a fault may slip through and we're committed to resolving any issues as quickly and fairly as possible.
To help clarify what constitutes a fault with our products, we've provided the following information:
What is a major fault?
A major fault is one that is considered significant enough to make the shoe unwearable or not fit for purpose. For example:
- A zipper that is snagged or cannot be done up
- A platform that comes away from the upper (apart from after extremely heavy use)
- Incorrectly sewn insole rendering it uncomfortable to wear
- Incorrect style or size received
- Toe box easily pushed in (although this can happen after moderate use)
If the shoes arrive with damage or the fault becomes evident within the first wear please contact our customer service team as soon as possible so we can arrange a refund, exchange or repair as appropriate.
Please note that damage caused by normal wear or incorrect use, or reported more than 3 months after purchase, cannot be considered for refunds or exchanges. However we would still encourage you to reach out to our customer service team as we appreciate there may be exceptions. Please provide pictures of what your concern is, as well as as the underneath of the shoe and front toe-box so we are able to assess usage and friction.
What is a minor fault?
A minor fault is a small or cosmetic imperfection that does not affect the functionality of the heels. For example:
- Small scuffs, scratches, dents or glue marks.
- Loose stitching that does not affect structure/functionality and can easily be snipped.
- Loose or missing heel tip (we can ship spares out to you).
If you've noticed a minor cosmetic fault with your product, please reach out to our customer service team and let us know. We'll be happy to work with you to discuss potential solutions.
Please be aware that we do not offer full refunds or exchanges for minor cosmetic faults.
What is not considered a fault?
Some issues may arise that are not considered to be faults, including:
- Problems resulting from improper use or care of the shoes
- Damage caused by normal wear and tear over time
- Accidental damage
Please note that damage caused by normal wear and tear or incorrect use cannot be considered for refunds or exchanges.
If you have any further questions about major or minor faults, please do not hesitate to contact us. We're committed to providing the best possible experience for our customers, and we'll do everything we can to find a fair resolve for any issues you may encounter.
When we might not refund or exchange:
We review every reported issue and may occasionally determine that what is being described to us is not in line with the product construction or does not meet our definition of a fault. In these circumstances we will not be able to offer a refund or exchange.
We understand that this can be frustrating but please appreciate that although we have not yet created an indestructible shoe or a fabric that looks brand new forever, we do know that our fabrics do not simply fall apart as they are gently lifted out of the box. Scuffs and fabric wear happens with friction. Similarly the high-quality ABS material our shoes are constructed from will not break unless misused or after heavy wear.
We will not be swayed by false claims and we will not tolerate aggressive or threatening language being directed towards our customer service team. Threatening or arguing with our customer service team will not change our policies.
Each pair of Hellas is handmade and because of this some minor imperfections such as glue marks can occur. In most cases, these marks can be removed easily with a bit of nail varnish remover. Simply apply a small amount of the remover to a cotton ball or swab and gently rub the affected area until the glue mark disappears.
If you're not comfortable trying to remove the mark yourself, or have purchased a pair of shoes from the Babydoll Collection in velvet or suede, please contact our customer service team. We'll be happy to assist you!
Missing Heel Tips
Occasionally you may receive your shoes with a missing heel tip or one that is not fully inserted. If this has happened to you, don’t worry, we have a solution to this problem.
If you notice that your heel tip is not fully inserted, all you have to do is knock it back into place. If the heel tip is missing, we can send a replacement heel tip to you free of charge. Simply contact our customer service team and we'll be happy to assist you with this issue.
We apologize for any inconvenience this may cause and appreciate your patience and understanding. If you have any other questions or concerns, please don't hesitate to contact us.
Hella Heels Sole 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: email@example.com with your order number and pictures of shoe.
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.
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.