Return and Exchange Policy

Return and Exchange Policy for Footwear — Happy Heels

At Happy Heels, we want every customer to be satisfied with their purchase. If the ordered product does not fit in size, model, or color, or if there is an issue with the product, you can request a return or exchange in accordance with current legislation and the conditions listed below.

This section explains the return and exchange rules, product acceptance conditions, customer responsibilities, and the steps required to process a request.

1. Right to return products

For products purchased online, the customer has the right to request a return within 14 calendar days from the date of receiving the order, provided that the return conditions are met.

A return may be requested in the following situations:

the product does not fit in size;
the model or color does not meet the customer’s expectations;
the product does not match the description on the website;
the product has a defect or non-conformity;
the customer wants to exchange the product for another size, color, or model, subject to stock availability.

The return request must be submitted within the indicated period, and the product must be returned in the same condition in which it was received.

2. Conditions for returning footwear

For a return to be accepted, the product must meet certain conditions.

The returned product must:

not have been worn outdoors;
show no signs of use, dirt, scratches, or damage;
be clean and in the same condition in which it was delivered;
be returned, if possible, in its original packaging;
be returned with all accessories received, if any;
be accompanied by proof of purchase: receipt, invoice, order confirmation, or another supporting document.

The customer may check the product upon receipt, but footwear should be tried on carefully, on a clean surface, without being worn outdoors.

3. Situations in which returns are not accepted

A return may be refused if the product does not meet the return conditions or shows clear signs of improper use.

Returns are not accepted in the following situations:

the product shows obvious signs of wear;
the sole is dirty, scratched, or damaged;
the product was damaged by the customer;
the product has been altered, repaired, or tampered with;
the product is incomplete or important accessories are missing;
the product was used in unsuitable conditions;
the product was made to order or personalized according to the customer’s requirements.

Made-to-order or personalized products cannot be returned, except in cases where they have defects or non-conformities.

4. Return shipping costs

The return shipping costs depend on the reason for the return.

In the case of a voluntary return, when the customer changes their mind or the product does not suit them:

the return shipping cost is covered by the customer;
the customer is responsible for proper packaging of the product;
the product must be sent through a reliable courier service.

In the case of a defective, incorrect, or non-conforming product:

shipping costs may be covered by Happy Heels after the situation has been checked and confirmed;
the customer must provide photos and details of the issue found;
the request will be reviewed individually by the Happy Heels team.

5. Return procedure — step by step

Step 1 — Notify the store

To start a return or exchange process, the customer must contact the Happy Heels team and inform them of the intention to return the product.

The request may be sent via:

phone;
email, if available on the website;
contact form or return form, if available on the website;
contacting Happy Heels customer service.

It is recommended to include the following information in the request:

the customer’s first and last name;
the order number;
the product to be returned or exchanged;
the reason for the return or exchange;
photos of the product, if necessary.

The notification must be sent within 14 calendar days from the date of receiving the product.

Step 2 — Prepare the parcel

After the request is confirmed, the product must be prepared for return.

The product must be:

clean;
not worn outdoors;
properly packed;
placed, if possible, in the original box;
returned with all accessories and necessary documents.

Proper packaging is important to avoid damage to the product during transportation.

Step 3 — Send the parcel

The product must be sent by courier to the address provided by the Happy Heels team.

We recommend using a reliable courier service that offers parcel tracking. Happy Heels is not responsible for damage or loss of the parcel if the product is not properly packed or is sent through an unreliable delivery service.

Step 4 — Product inspection

After receiving the parcel, the Happy Heels team will inspect the returned product.

The following will be checked:

the condition of the product;
its integrity;
signs of wear;
compliance with the return conditions;
returned documents and accessories.

If the product meets all conditions, the return or exchange request will be approved.

Step 5 — Refund or product exchange

After the return is approved, the customer may choose one of the following options:

refund of the product value;
exchange of the product for another size;
exchange of the product for another model or color, subject to stock availability.

The refund is made after the return has been checked and approved, in accordance with the deadlines provided by current legislation.

6. Product exchange policy

If the ordered product does not fit in size or the customer wants another option, they may request an exchange.

The product may be exchanged for:

another size;
another color;
another model, subject to stock availability.

The exchange process is similar to the return process:

the customer contacts the Happy Heels team;
the product is returned for inspection;
after the product is accepted, the newly selected product is shipped.

If the product selected for exchange has a different price, the price difference will be paid or refunded, depending on the situation.

7. Customer responsibilities

For the return or exchange to be processed correctly, the customer has the following responsibilities:

to check the product upon receipt;
to notify the Happy Heels team within the established period;
to keep the original packaging, if possible;
not to wear the product outdoors before deciding to return it;
to pack the product properly for transport;
to keep proof of purchase;
to follow the return and exchange conditions.

The customer is responsible for any decrease in the product’s value if it was used more than necessary to check the size, model, and characteristics.

8. Happy Heels responsibilities

Happy Heels is committed to providing customers with a fair, transparent, and safe shopping experience.

The store has the following responsibilities:

to inform customers about the return and exchange conditions;
to review each request correctly;
to inspect returned products within a reasonable time;
to offer suitable solutions for return, exchange, or refund;
to respect consumer rights in accordance with current legislation.

Each request is reviewed individually, depending on the reason for return, the condition of the product, and the documents provided by the customer.

9. Recommendations for customers

To reduce the risk of returns and choose the right product, we recommend:

checking the size guide before placing the order;
measuring your foot length before choosing the size;
reading the product description carefully;
checking the product photos;
paying attention to the material, shape, and heel height;
contacting the Happy Heels team if you have questions before placing the order.

Important

The return and exchange policy is designed to protect both the customer and the store, ensuring a fair, transparent, and safe shopping experience.

For a return or exchange to be accepted, the product must meet the conditions listed above and be returned within the established period.

If you have questions about returns, exchanges, refunds, or choosing the right size, you can contact the Happy Heels team for more information.

Phone: +373 60 553 401