Refund policy
If you need to return or exchange your order for any reason, we are here to help! You can return the product in exchange for a voucher, a different product or a direct refund using the original payment method.
What can you return?
All orders can be returned within 14 days of delivery, provided they are new, unworn, free from defects and in their original packaging.
To ensure efficient customer service and to better manage the logistics of returns and exchanges, prior authorisation is required by sending an email to info@iheel.it.
How it works:
- Returns for refunds: You have 14 days to request a full refund. The initial shipping costs (to receive the product) and return shipping costs (to return it to us) are refundable for orders placed in Italy.
- For all other countries, return shipping costs are non-refundable.
Orders can be returned free of charge if you use the same courier that delivered your order.
Alternatively, you are also free to choose another courier of your choice. However, in this case, you will be responsible for the return shipping costs, which will not be refunded.
Please note that using a different courier may slow down the return process and the resulting refund.
Exchanges: You can exchange an item within 7 days. Shipping costs for returns and new shipments are free only for orders placed in Italy.
For all other countries, shipping costs for returns and new shipments will be charged to the customer.
Defective or incorrect products: Contact us within 48 hours to resolve the issue. In the event of a defect or error, we will cover the shipping costs.
Tip: Before placing an order, carefully check the correct size by measuring the length of your foot as indicated in the size guide.
If you have any doubts, please write to us at info@iheel.it
Costs and times:
Shipping costs: We will cover the shipping costs for returns and exchanges. (only for orders placed in Italy)
Processing times: Once we have received and checked the returned product, we will notify you of the outcome of your refund request. If approved, the amount will be automatically credited back to your payment method within 10 working days. Please note that processing times may vary depending on your bank.
What to remember:
Product condition: The item must be in the same condition as when you received it, unworn, without defects and with the original labels and packaging.
Proof of purchase: Always keep your receipt or invoice.
Contact us:
If you have any questions or problems, please write to info@iheel.it. . We are at your complete disposal! ✨
