Online Order - Return & Exchange Policy & Process

We understand the shoe doesn't always fit!

 RETURN POLICY

Regular Priced Items

  • Items can be returned for a refund within 14 days from the date of delivery or in-store pick-up notification.

  • After 14 days, items can be returned for store credit.

  • We apologize, but after 30 days items can no longer be accepted.

Discounted Items

  • Discounted items can be returned for store credit.

  • We apologize, but after 30 days items can no longer be accepted.

Flash Sale Items

  • Clearance items with CLEARANCE - FINAL SALE in the description are not exchangeable or returnable for a refund or store credit due to their significant discount. 

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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

  • Pre-paid labels can be provided upon request, or to obtain a shipping estimate, please email info@heelboy.com.
  • The cost of the return shipping label will be deducted from your refund.
    • The customer is responsible for all taxes, duties, and brokerage fees upon import if applicable.
    • 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. 

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    REFUNDS
    • 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

      • Order cancellations can be emailed to info@heelboy.com.
      • Cancelled purchased may be subjected to a restocking fee (up to 10%)

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      EXCHANGES

      • In need of an exchange? Please email us at info@heelboy.com and we can refund your returned item to an online gift card that can be used to repurchase the item. 

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      FOR ALL ONLINE INQUIRIES

      • 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.