WHICH METHODS OF PAYMENT DO YOU ACCEPT?
All payments are processed securely and safely by our two payment processors – Sage Pay and PayPal, you have a choice of who to pay through whilst checking out your order.
DO YOU SHIP WORLDWIDE?
Yes, please follow the purchase process as normal and select your country and address for international postage pricing.
We use Royal Mail for all of our shipments, delivery time is approximately 7-14 working days for EU orders and 7-14 working days for the rest of the world.
WHICH POSTAL SERVICES DO YOU USE?
For UK orders we offer Royal Mail Standard 2-3 working days service.
We do also offer expedited next working day delivery at an additional premium.
We offer worldwide shipping using the cheaper standard Royal Mail Airmail service or Premium Royal Mail Tracked International Signed-for service for an additional premium.
Please note postal estimates only include working days (Monday – Friday).
WHEN IS MY ITEM SHIPPED?
All payments completed after 9am are posted the next working day. Please ensure you place your order before 9am if you would like it to be shipped that same day.
WHAT IF I AM NOT IN WHEN MY ITEM IS DELIVERED?
When the Royal Mail attempt delivery and fail to deliver the item, they do not always leave a card through your door.
The item will still be waiting at your local Royal Mail sorting office.
If you suspect this has happened please track your item with your provided tracking number at the Royal Mail Website http://www.royalmail.com/ which usually states that delivery has been attempted and failed. Please contact your local postal sorting office for further instruction.
MY ITEM IS LATE / I HAVE NOT RECEIVED MY ITEM?
Usually your item will be received on time. However, in the unlikely circumstance that your order is late please message us explaining the situation. During the busier periods such as Christmas, delivery estimates may be a few days out, please allow a little longer before contacting us at these times as your item will most likely be running a day late in the postal office. For international purchases we would advise to wait up to 28 days after placing your order before contacting us. If you need your item for a specific date we advise you to choose our express or tracked service.
You can track your order at http://www.royalmail.com/ with your provided tracking number if you are using the premium tracked service.
Please note, estimated delivery days only include working days Monday – Friday and do not include weekends.
If your item has not been received within a reasonable date of expected delivery time please contact us at [email protected] and we can try to resolve your case.
WHAT IS YOUR RETURNS POLICY?
At Heelberry we hope you will love all of your purchases from us, however if this is not the case we promise to refund any item you are unhappy with when you return it to us in a saleable condition within the refund / exchange period.
To be accepted for refunds please provide us with your items in an unworn and undamaged condition in all original packaging and in a suitable condition for resale. Items may be rejected if they have heavy odours such as smoke, bodily odours or pet smells. Also, please return in original post packets provided or a suitable postal bag/wrapping of your own, do not tape straight onto the box as this then makes the item unsellable.
WHAT ARE THE POSTAGE COSTS FOR REFUNDS/EXCHANGES?
Please note that the delivery charges to post your unwanted items back to us are your responsibility, as is the parcel until we have received it. We would advise you to send the parcel by recorded delivery or please ask for a receipt for proof of postage from the post office.
If your item is faulty, please pay for postage and once we have received your item and determined it faulty we will then be able to refund you for your original postage, your item(s) and also issue you back your postage cost to send the item back to us. We cannot pay for your item(s) to be sent back to us before we have received the item.
If you are a UK customer, we will pay to send the exchange back to you. However, if you are an international customer and would like an exchange, you will have to pay the exchange shipping fees. If this is something you would like to do then please contact us at [email protected] so we can make the arrangements.
WILL I BE REFUNDED ON THE ORIGINAL POSTAGE COSTS?
Unfortunately no original delivery/postage charges are refundable unless the goods are faulty or if there was a mistake on our behalf.
If your item is faulty, please pay for postage and once we have received your item and determined it faulty we will then be able to refund you for your original postage, your item(s) and also issue you back your postage cost to send the item back to us. We cannot pay for your item to be sent back to us beforehand.
HOW LONG WILL MY REFUND TAKE TO PROCESS?
Usually your refund will be received, processed and credited back to your account within 7 working days of us receiving your item(s). However please allow up to 28 days for the process to be completed before contacting us again.