Our fulfillment centre does not allow order cancellations once the order has been placed, so unfortunately we are not able to do this (regardless of how soon after placing an order you message us).

Please make sure your order is correct before you check out.

Unfortunately, we are unable to edit orders once placed, so please make sure you are happy with your order before checking out.

You can simply place a new order for the additional item(s).

Our fulfillment centre does not support this. Please do not email us asking to refund your shipping, as your orders will be shipped individually.

If your order doesn’t have tracking yet, we might be able to help (but can’t promise it will be successful).

Please email us at hello@clubhellaheels.com with the subject “Wrong Address” as soon as possible.

Due to the volume of orders received during Black Friday sales, please allow a few extra days for your order to be dispatched. We aim to ship all orders by mid December.

Orders are being processed Mon - Fri.

Tracking might also take a few days to be updated, as the postal carriers will be experiencing delays, too.

We are currently not offering express shipping options.

We do not offer free shipping during Black Friday sales.

All discount codes will be turned off during this time.

Yes! You can redeem your gift card as usual.

Yes! You can register your return on our online portal as usual, however, please note we won't be processing returns until the w/c 9th December.

We have extended our return period to 50 days during this time.

You can register your exchange request on our returns portal as usual, and the items will be reserved for you. However, our warehouse won't be processing returns until w/c 9th December.

If you’d like to get your new items before this, we recommend using our instant exchange option (AU based customers only; credit / debit card guarantee required, you'll only pay for it if your return isn't in the post within 14 days), or to re-purchase and return the original item for a refund instead.

Please note, once the prices have changed back to normal after sales end, price difference will be payable upon registering exchanges on the portal. We recommend you try to register your exchange request before the sale ends (N.B. Original order needs to be fulfilled first before you can register a return)

We hope the above helps, for any other queries please contact us on hello@clubhellaheels.com. We will do our best to respond as soon as we can, latest within 3 business days - as we receive a large volume of messages during this time.

Our customer service team works Mon - Fri.

No need for a second message as this will bump you further down the queue. We appreciate your patience and happy shopping!

For regular FAQ, visit here.