Store Policy and Terms & Conditions

Story Policy and Terms & Conditions:
Before placing an order, all customers are responsible to read our Store Policy and T&C outlined below.
Once a purchase has been processed, the customer has entered into a fair and reasonable agreement, accepting our Store Policy and T&C .

Made-To-Order Policy:

• At HFQ, we take pride in delivering a unique shopping experience. Unlike conventional stores, we operate on a made-to-order basis, ensuring that each pair of our heels is crafted exclusively for you. This commitment to craftsmanship means that our production process begins promptly upon order placement. 
• Made-to-order signifies a meticulous crafting process. Once your order is confirmed, production commences, and materials are allocated exclusively to your item and materials cannot be reused. As a result, any alterations or modifications to your order are not feasible. 
• It is imperative to order your correct heel size during the initial purchase. Given the bespoke nature of our made-to-order process, changes, adjustments, exchanges or returns cannot be accommodated once your order has been placed.
• We have implemented a made-to-order policy as part of our commitment to sustainability, aiming to minimize product material waste. This approach not only aligns with our environmental values but also ensures that each product is crafted with precisions.
• We value your satisfaction and are committed to addressing any concerns you may have. Please take the time to review your order carefully before confirming, and if you require any assistance, our customer service team is ready to help.

Timeframe Policy:

• With our store structure being made-to-order, production and delivery takes approximately 3-6 weeks. Please note that delivery times can sometimes vary outside of this period, due to high demand, external shipping providers or holiday periods. Due to this, we do not guarantee specific delivery dates.
• Upon checkout, you will be provided with the options of Standard Delivery (2-8 business days) or Express Delivery (1-4 business days). Accordingly, please be advised that this delivery selection operates independently from the made-to-order process and does not expedite the timeframe for made-to-order items. For example if you selected Express Shipping, it does not mean your heels will be made faster, it means your heel will be expressed shipped after your heels has been made.
• Once your heels are ready, they will be shipped to your address provided and you will be sent an automated email with an Australia Post tracking number, which you can then follow up accordingly.  

Sizing Policy:

• With our store structure being made-to-order, regrettably, we do not accept exchanges for items where the customer has ordered the wrong size. It is the responsibility of the customer to review the sizing information and make an appropriate selection during the ordering process. In line with legislation, HFQ is not obligated to provide a refund/exchange simply because the customer changed their mind or made the wrong decision. Our policies are unique and differ from various retailers because our products are made-to-order, which is our commitment to sustainability, aiming to minimize product material waste. 
• Accordingly, before making a purchase, we encourage our customers to carefully review the sizing information provided on our website. 
• If you are unsure of your size or require more details, please contact our team before placing an order.

Product Purpose Policy: 

• We focus on delivering fashionable, comfortable & affordable heels, that are for standard shoe use purposes only (ie. fundamental movement, walking, etc).
• In some cases, customers may wish to use our heels beyond the standard shoe use (eg. excessive dancing, floor work, intense physical activity, etc). Following this, wear-and-tear or any defects resulting from this form of misuse is not deemed faulty and is not eligible to apply for the Assessment & Resolution Period. The customer understands and accepts that when using our heels beyond the standard shoe use, it is inevitable and guaranteed to endure wear-and-tear & defects due to the nature of physical use. For example: If you choose to use your heels beyond it's purpose, you should expect scuff marks, loose threads, frayed laces, toe cap lifting, peeled lining, fragmented buckles, etc. It doesn't matter how long you've used your heels, as wear-and-tear results from a variety of cases that are beyond our control (eg. Your posture in heels, your technique in heels, floor work, usage and consistency, etc). This condition is in line with relevant Regulation and Legislation requirements, and the customer acknowledges and accepts this policy which has been disclosed prior to purchase.
• Should you wish to make any personal alterations or repairs to your heels, we recommend that you visit your local cobbler (eg. Mister Minit) for a quick and affordable solution. 

Assessment & Resolution Policy/Process:

• Our A&R Policy/Process includes the rights you are entitled to under the relevant Regulation and Legislation requirements.
• From the date of fulfilment of your product, we offer a reasonable 30 day Assessment & Resolution period for eligible defect cases only. 
• If the product is approved for return, the item must be returned within 7 days of enquiry. Your case will be closed if not confirmed to be returned within this 7 day period. Return fee's are at the the customers expense, unless an item is found defect on receipt.
• Overall our team will assess your case eligibility, and will provide a resolution to establish a mutually happy outcome (ie. Due to made-to-order special conditions, we can only offer an exchange/return for a Store Credit only according to check-out paid purchase price).
• HFQ reserves the right to refuse any returns that have not met eligibility and store policy conditions.

 

Origin Information:

• At HFQ, we take pride in offering a curated selection of fashionable high-heeled shoes sourced from leading manufacturers around the world. To bring you the latest styles and trends, we collaborate with trusted partners who craft these products with care. This approach allows us to provide a wide range of comfortable and fashionable footwear while maintaining competitive prices.
• Please note that, as part of this global partnership, delivery times may vary depending on your location, in addition different terms may apply to our services.

Third Party Policy:

• All items posted through an a third party (ie. Australia Post), that being said we are not responsible for any delays, lost or stolen packages resulting from their services.
• Should you have any parcel enquiries, you can contact Australia Post Customer Service on 137 678.
• Should your parcel be lost or damaged upon arrival, compensation can be sort from Australia Post, more information available on their website: https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation 
• Please note we are not liable for customs clearance fees in your country and holding times of packages by customs in your country.