Delivery & returns

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For deliveries to Mainland UK, products will normally be dispatched to you within 7 days on  48hr delivery service, however please allow 14 days around seasonal peak times.

All deliveries within mainland England, Scotland, Wales and Northern Ireland are via a parcel or courier service between the hours of 8am and 6pm, Monday – Friday. We do not dispatch on weekends or bank holidays.

If you have any problems with your delivery then contact us.

UK  Royal Mail Standard Delivery £4.99 (up to 2kg) – (FREE on purchases over £75.00) -  2-3 working days (Mon - Fri).  

 If you live in Highlands and Islands or Northern Ireland delivery may take 1-2 days longer.  

Below are our set prices for delivery. Should you not wish to pay the shipping surcharge, your order will be cancelled and your payment will be refunded.

Items over 2kg may occur an additional delivery charge - customers will be contacted if this is required.          

Additional taxes, fees or levies may apply according to your local legislation. Recipients of deliveries made outside the UK may have to pay import duty or formal customs entry fees. Any customs or import duties are charged once the goods reach the destination country and these charges are your responsibility and must be paid by the recipient. Unfortunately we have no control over these charges and cannot tell you what the cost would be as customs policies and import duties vary from country to country.

In addition, some countries have import restrictions on certain products or materials. You are responsible for determining whether there are any restrictions on delivery of our products to your selected destination. You can contact your local customs office for assistance regarding these matters.

Delivery may be delayed by local customs because of this but unfortunately this is out of our control.   

Australia

4-7 days

£30.99

Latvia

4-7 days

£19.99

Austria

2-3 days

£16.99

Lithuania

4-7 days

£19.99

Belgium

2-3 days

£13.99

Luxembourg

2-3 days

£15.99

Bulgaria

4-7 days

£22.99

Malta

3-6 days

£50.99

Canada

3-6 days

£19.99

Netherlands

2-3 days

£13.99

Croatia

4-6 days

£25.99

New Zealand

4-7 days

£35.99

Cyprus

3-6 days

£29.99

Norway

3-6 days

£39.99

Czech Republic

3-4 days

£16.99

Poland

4-6 days

£14.99

Denmark

2-3 days

£17.99

Portugal

4-6 days

£16.99

Estonia

4-6 days

£23.99

Romania

4-7 days

£29.99

Finland

4-6 days

£23.99

San Marino

4-6 days

£39.99

France

2-3 days

£15.99

Slovakia

3-4 days

£19.99

Germany

2-3 days

£13.99

Slovenia

4-6 days

£19.99

Greece

4-9 days

£22.99

South Africa

4-6 days

£29.99

Hungary

4-6 days

£19.99

Iceland

4-6 days

£36.99

Sweden

4-6 days

£17.99

Italy

3-4 days

£17.99

Switzerland

3 days

£39.

Ireland

2-3 days

£16.99

USA

3-6 days

£23.00

Japan

4-6 days

£29.99

Please note only goods purchased on www.heels-down.co.uk can be returned using the procedure outlined below. All goods must be accompanied with a valid proof of purchase .

Goods ordered and subsequently returned will not be accepted unless by prior arrangement. 

If products are received damaged, claims must be made within 14 days. If customers wish to return goods after having held them for over one calendar month, they will only be accepted if the product is faulty or defective in some way.

Any goods returned where heels Down have not arranged collection must be posted using a registered or traceable method and are the customer’s responsibility until they are received by Heels Down.

Please contact us as soon as possible via contact form.

Unfortunately, we are unable to offer exchanges. If you wish to exchange a product for a different size/colour, please return the item to us for a refund and re-order online at www.heels-down.co.uk

With the exception of defective products, we cannot accept returns of products which have been personalised at your request, products which have had the original packaging and labels removed, undergarments or products which have been used.

For health & safety reasons, goods must be returned in a clean condition. Riding hats are non-returnable.

Each product has been individually crafted to fit consistently according to our size guide.

Helpful tips to ensure you purchase the correct size;

1)         Check the appropriate size chart to make sure the size you normally wear is consistent with our sizing.

2)         How you wear our products plays a part in how you might want them to fit, so please consider this while making your purchase as you may need to size up or down accordingly.

If you already use and/or wear our products, then please continue to order the size you normally purchase.  It is our intention to ensure consistency across our products and their sizing.