FAQs

We work very hard to get your order out as soon as possible. Most orders placed before 1:00 p.m (GMT) will be processed and posted on the same day except weekends and Portuguese holidays (shipped next business day) and periods of typical increase in sales volume when the processing times can take longer.

We ship all our orders by standard mail without tracking:
Europe: 3 - 10 business days
Rest of the World: 6 - 15 business days

You can upgrade to FedEx with online tracking at checkout: 
Europe: 2 business days
United States: 3 business days
Rest of the World: 5 business days

These are normal expected delivery times and can be extended for reasons beyond Heel Tread's control, like
postal strikes or periods of increased volume of mail traffic like Black Friday, Christmas, etc.
Shipping rates can be reviewed at checkout before payment.

If your order has not arrived when you were expecting it then please check the following: 

Check if you have received a dispatch confirmation email. 

Check within MY ACCOUNT: Is your delivery address correct? Are your contact details up to date? 

Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery. 

Check if anyone residing at your address has received your parcel. 

If you still can't locate your parcel then please do not hesitate contacting our customer service team via email or Facebook messenger.

All our shipments are insured to the necessary value so, in case  someone loses your package, we will arrange you a replacement or refund.

We accept payments by Credit Card, Paypal, iDeal and Bank Transfer. Upon check out you will be asked to choose your preferred payment method. If you choose bank transfer you will be getting indications on how to proceed.

As an online business, our prices change in accordance with sales' trends and objectives, customer demand and stock availability. We are, therefore, unable to refund the price difference when an item you have purchased goes into sale, although we do understand how frustrating this can be if you buy an item full price and its available on sale the next day. 

We accept returns within 14 days after the parcel arrives if the products are unworn and in their original tags. We also accept returns in quality issue cases.

If you should wish to return your products please contact us at info@heeltread.com. Ensure to include your order number, name, and reason for your return. Once your request has been reviewed, you will be contacted by one of our team members and you will be refunded when we receive and check the items. Shipping costs for returns are held for by the customers.

*Please refrain from shipping your return without emailing us first, as we require specific information in order to process your return.*

We have tried to make The Heel Tread experience as easy and secure as possible. 

- You can browse the site; either using the categories or keywords shown at the top of the site, our search function, or by looking at our most recently added products in the New in section. Select your size, and add the item to your cart. 

- After you are done with adding your items to the shopping cart, simply go to the checkout, choose the method of shipping you and proceed with the preferred payment method.

If an item is available to order online this means the item is in stock. However, from time to time and particularly within our most popular items, due to limited stocks and this initial sales season, discrepancies may occur. In case you purchase an out of stock item you will be immediately informed.

You will receive an automated email confirming your order. You will also receive another email once your order is shipped.

If an item is missing from your order please contact our customer services team via email or Facebook messenger with your order number and the name of the missing item. We will do our best to solve this issue as quickly as we can.