Refund policy

Returns

We want you to love your Hexed Heels. If they're not right, you can return them within 30 days of delivery.

To be eligible, your pair must be unworn and unused, in the condition you received it, and in its original packaging. You're welcome to try them on indoors on a clean surface, as long as they stay in new condition. We can't accept returns that show wear, damage, marks or missing parts.

How to start a return

Contact us through our contact page with your order number and the reason for your return, and we'll reply with return instructions. Please don't send anything back before you hear from us: parcels sent without instructions can't be accepted.

Return shipping

Return shipping is paid by you for size, fit and change-of-mind returns. If we made a mistake, or your pair arrived damaged or faulty, we cover it.

Damaged, faulty or wrong items

Every pair is checked before it ships. If yours arrives damaged or faulty, or you received the wrong design or size, contact us as soon as possible with your order number and photos. We'll repair, replace or refund it.

Exchanges

Every pair is made to order, so we don't swap sizes from stock. If you need a different size, return your unworn pair under this policy and place a new order in the size you need.

Add-ons

Priority Making, Shipping Protection and Gift Box + Handwritten Note can't be refunded once your pair has been made or shipped. Accessories can be returned unused along with your boots.

Refunds

Once your return arrives and has been inspected, we'll email you to confirm whether it's approved. Approved refunds go back to your original payment method. Your bank or card provider may take a few extra business days to show it.

Cancellations

Need to cancel or change your order? Contact us as soon as possible. Because every pair is handmade to order, we can't guarantee changes or cancellations once your pair is in production or has shipped.

Questions

Reach us any time through our contact page.