Refund policy

Return & Refund Policy

At Hi Heels, customer satisfaction matters to us. Please read our return and exchange policy carefully.

1. Claim Window

Received an OOPSIE, don’t worry, we have got your back. If you receive a damaged, defective, or wrong item, please contact us within 3 days of delivery for the claim window.

2. Unboxing Video

We strongly recommend recording an unboxing video when opening your parcel. This helps us review and resolve claims faster. You will happily end up tagging us on socials

3. No Change-of-Mind Returns

Trust your vibe. You already chose right. We do not accept returns or exchanges for:

  • change of mind
  • style preference
  • color preference
  • size mistake after use
  • footwear that has been worn outside

4. Exchange Eligibility

Easy exchanges. We have got you. Just relax. An exchange may be approved if:

  • The item is unused and unworn
  • The product is returned in its original condition

5. Non-Returnable Items

The final check: what we can't take back:

  • worn footwear
  • damaged items caused by misuse
  • items without original packaging
  • sale or clearance items, unless defective or wrong

6. Refunds

We will never let your money go to waste. Refunds are only issued when:

  • A replacement is unavailable, or
  • The issue cannot be resolved through exchange

Refunds may be processed through the original payment method or another agreed method, depending on the payment type used.

7. Return Process
Let's sort this out together:

  1. Contact our support team with your order number and proof.
  2. Wait for approval before sending anything back.
  3. Once received, our team will inspect the item.
  4. If approved, we will arrange an exchange or refund according to the case.

8. Contact Us

For help with any order issue, contact Hi Heels support through your official email or WhatsApp.