Refund and Return Policy
We want you to be happy with your pair. If something isn't right, here's exactly how it works.
Cancelling an order
You have 24 hours from the moment you place your order to cancel it. Email us at contact@eligibleheels.com with your order number and we'll cancel it and refund you in full.
After 24 hours your order has entered fulfilment and can no longer be cancelled. You can still return it once it arrives, under the terms below.
Returns
You may return any unworn pair within 30 days of delivery.
To be accepted, a return must be:
- Unworn, with no marks on the soles
- In its original box, undamaged
- Complete, including any dust bag, trim or extras that came with it
Shoes that have been worn outdoors, altered, or returned without their original packaging cannot be accepted.
How to start a return
Email contact@eligibleheels.com with your order number and the reason for the return. We'll reply with the return address and instructions.
Do not ship anything back before contacting us. We can only process returns sent to the address we give you. Packages sent elsewhere cannot be tracked, refunded or recovered.
Who pays for return shipping
Return shipping is paid by the customer. We recommend using a tracked service — we can only refund returns we actually receive, and without tracking we have no way to confirm a package arrived.
The one exception is below.
Damaged, faulty or incorrect items
If your pair arrives damaged, faulty, or isn't what you ordered, email us within 48 hours of delivery with your order number and clear photographs of the problem and the box.
In these cases we cover everything: we'll send a replacement or issue a full refund, including shipping, and we pay the return label if we need the item back. You will never pay to return something that was our mistake.
Refunds
Once your return arrives and passes inspection, we'll email you to confirm and issue your refund to the original payment method within 5 business days. Depending on your bank or card issuer, it can take a further 5 to 10 business days to appear on your statement.
Original shipping charges are not refunded, except where the return is due to our error.
Exchanges
We absolutely do exchanges. If you need a different size or a different pair, email us at contact@eligibleheels.com.
Questions
Email contact@eligibleheels.com.