Online Order - Return & Exchange Policy & Process
We understand the shoe doesn't always fit!
RETURN POLICY
Regular Priced Items
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Items can be returned for a refund within 14 days from the date of delivery or in-store pick-up notification.
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After 14 days, items can be returned for store credit.
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We apologize, but after 30 days, orders can no longer be returned.
- Please note that for hygienic reasons socks and underwear are final sale.
Discounted Items
- Discounted items can be returned for store credit within 30 days from the date of delivery or in-store pick-up notification.
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We apologize, but after 30 days items can no longer be exchanged.
Flash Sale Items
- Clearance items with CLEARANCE - FINAL SALE in the description are final sale and cannot be returned or exchanged.
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RETURN PROCESS
Canadian Orders
Pre-paid labels can be provided through our return portal.
Click Here to Access Return Portal - Enter postal code with a space in the middle (ie. M6J 1G1)
- Enter the order number and postal code.
- Type postal code in all capital with space ( i.e. M6J 1V4).
- Select the item you want to return.
- Print prepaid shipping label.
- Items must be unworn and in their original packaging (shoe boxes, garment tags).
- Before returning by post, please wrap the returns and do not tape or label directly onto items or shoeboxes.
- The cost of the return shipping label will be deducted from your refund.
International Orders
- Pack your return neatly and securely in durable waterproof packaging.
- Do not affix or tape anything to the shoe box. The shoe box itself is considered a part of the product and if it is damaged or altered in any way then we may refuse the return or charge a restocking fee.
- Ship your item using a reliable tracked service and send us the tracking information once shipped.
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- Orders will be refunded once our warehouse receives and approves the return.
- Returned purchases may be subject to a restocking fee (up to 10%).
- An email will be sent to confirm the returned funds.
- Please allow up to 5 business days after delivery for the refund to be completed and an additional 14 business days for your banking institution to process and display the refund on your statement.
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CANCELLATIONS
- Need to cancel your order? Cancellation requests can be emailed to info@heelboy.com.
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Cancelled or may be subjected to a restocking fee (up to 10%)
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EXCHANGES
- In need of an exchange? Please return your original order per the instructions above and place a new order for the original item at your convenience.
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FOR ALL ONLINE INQUIRIES
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If you have any questions about your online order, ordering, or our return process, we kindly ask you do not contact us in-store but rather email us at info@heelboy.com or call (416) 367-4335. Someone will get back to you within 24 hours.