Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
If you need to edit your order information, such as the delivery address or need to cancel an order, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email info@heelboy.com
- Have your order number ready when contacting customer service.
- Cancelling an order after 24 hours of placement may result in a restocking fee (up to 10%)
How long will it take to receive my order?
How long will it take to receive my order?
We do our best to have your order leave our warehouse within 5-7 business days. Once shipped, it should take anywhere from 1-7 business days to be delivered depending on your location.
How can I track my order?
How can I track my order?
When your order ships, you will be emailed a shipping confirmation with your tracking number and a link to the courier's website. It can take up to 24 hours for a tracking number to show updates on the provider's website.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all of my order.
I didn't receive all of my order.
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Is all merchandise available at heel boy stores, available online?
Is all merchandise available at heel boy stores, available online?
Not all the merchandise that you see in-store is available online, and vice versa. Each of our stores are curated specifically for the local demographic. Our online store offers a broader range of categories, brands and styles!
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 14-day return policy for most full-price products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, Click Here to Access Return Portal
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes!
In need of an exchange?
Exchanges can be made via our exchange portal
Please email us at info@heelboy.com if you are having issues with the portal.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
We do our best to have your order leave our warehouse within 5-7 business days. Once shipped, it should take anywhere from 1-7 business days to be delivered depending on your location.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
