Store Policy and Terms & Conditions

• 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.

• 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.  

• 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.

• 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 choose to use our heels for activities beyond standard shoe use  (eg. excessive dancing, floor work, intense physical activity, etc).  Please note that wear and tear, or any defects resulting from such misuse, are not considered faulty and are therefore not eligible for the Assessment & Resolution Period. By using our heels outside their intended purpose, the Customer acknowledges that they will inevitably experience wear and tear and defects. Signs of wear may include scuff marks, loose threads, frayed laces, lifting toe caps, peeling lining, fragmented buckles, etc. Multiple factors such as posture, technique, floor conditions, and type of use also affect the longevity of your heels. It is widely understood that dancing in heels is a demanding activity which is also considered a sport, therefore it is important to recognize and accept that your pair will inevitably incur wear and tear over time. In accordance with ACL Regulation and Legislation, wear and tear is not covered by warranties and does not qualify for refunds or replacements. Signs of wear are considered part of the normal lifespan of a product. By purchasing our heels, the Customer acknowledges and accept this policy, which has been clearly 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 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.

• 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.

• 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.