Returns

Please see our Black Week FAQs for important Return & Exchange Information during Black Friday sales.

You must return your item(s) back to us no later than 45 days from order. If 45 days have passed, unfortunately we can’t offer you a refund, no exceptions.

You are responsible for the cost of your returns. If you are based in Australia, you can purchase a shipping label via our returns portal.

We offer refunds to your original payment method on all full priced items returned to us within 45 days from order date. We also offer exchanges, you can request an exchange for a different size, or a different product altogether (any difference in price will be payable upon registering the return).

Refunds will be processed back to the original payment method only, this policy applies for all payment methods including Buy Now & Pay Later payment methods. If your order was purchased with YouPay your refund will be in the form of a Gift Card.

Returns must adhere to the following:

  • Unworn, unused & unwashed - no distinct odours, blemishes, signs of wear, not damaged by the transfer of make-up or deodorant, no hair present on the product or in the packaging, size sticker still in tact on outsole and no sign of use on outsole
  • In the original shoe box / barcoded item packaging
  • The shoe box must be undamaged, do not stick returns labels directly on the box, use a mail bag. If the shoe box is damaged, $3.50AUD will be deducted from your refund as we need to replace the box. A shoe return without a box cannot be accepted.

Any items not meeting these criteria will NOT be refunded or exchanged. We reserve the right to return your item back to you if it does not adhere to the above.

How to register your return inside the portal?

You’ll need the following info to register your return:

  • Order number (you can find this on your order confirmation or shipping email)
  • E-mail address or phone number

How to register your return inside the portal:

  • Enter your order number AND e-mail OR phone number
  • Select which item(s) you are returning and why
  • You can exchange for another size or product (price difference payable), return for a refund or store credit via gift card
  • Confirm your personal and delivery information (please amend if needed)
  • Customer is responsible for return shipping costs. Australian customers can purchase shipping label when registering the return. Shipping label fee is deducted from refund / store credit total, or paid upfront if exchanging. Rest of the World needs to take the parcel to post office and purchase label there.
  • Download and print your returns label or purchase a label of your choice at your drop off location
  • Send your return to the address provided within 14 days of registering the return
  • Once you can see your return has reached our warehouse please allow up to 7 working days for the return to be processed

Please keep your proof of postage safe until your return reaches us.

Don't use the portal if...

If you have a product fault please do not use the returns portal. Contact hello@clubhellaheels.com (with the subject "faulty", including pictures of the issue and your order number) and the team will help you.

To begin your return click on our returns portal below (DO NOT return wigs/hair pieces via this link, see Wigs returns process here):

Shipping Charges

The customer is responsible for all return shipping charges.

We cover the outward shipping fee to you for two consecutive exchanges per order, anything further than that needs to be covered by you.


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

Instant Exchange

  • AU customers only, using Australia Post label purchased via Returns Portal: Use Instant Exchange if you'd like your new items sent out right away! (Credit card guarantee required; you'll only pay for it if your return isn't in the post within 14 days)
  • If you opt for Standard Exchange, the item requested is reserved right away, and shipped once your return has been processed.

My Item is Faulty

If you believe your item to be faulty, please send an email with the subject FAULTY within 48 hours of receiving the item, along with a picture + description of the fault, your order number and name to hello@clubhellaheels.com. Genuine product faults will have a replacement item sent straight out if stock is available, if no stock is available we will offer a different colour or a refund.

If you do not contact us within 48 hours we will not replace the product.

I have been sent the wrong item

If there has been an error on your order please contact customer service at hello@clubhellaheels.com with the subject WRONG ITEM who can help you arrange the return and then re-ship of the correct item. If we require you to return an incorrectly shipped item back to us, we will cover the cost of return shipping via standard international mail only; anything above this amount will not be reimbursed.

Hella Heels Soul Guarantee

Dancers sole for a Dancers soul... 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.

YouPay Returns

Due to the way YouPay functions, only the shopper (the person who shared their cart) is able to request a return. Returns can only be dealt with in the form of a digital gift card or an exchange.

To find out more about how YouPay works & related FAQs, visit here.

To view more FAQs, visit here.