Store Policy, T&C's, Statements

Before placing an order, customers are responsible for reading and agreeing to our Store Policy and Terms & Conditions outlined below.

 

🧵 Made-to-Order Policy

  • All heels are made just for you after purchase — nothing is pre-made.
  • Once your order is placed, we cannot accept changes, cancellations, or refunds. 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. 
  • Choose your correct size carefully — we generally do not accept returns or exchanges for size errors.
  • 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. This system supports sustainability by reducing overproduction and material waste.

 

⏰ Production & Delivery Timeframe

  • Production takes approximately 3–6 weeks.
  • After production, your order is shipped via:
    • Standard Delivery (2–8 business days), or
    • Express Delivery (1–4 business days)
  • Express shipping only applies once the heels are made — it does not speed up the production time.
  • Once your order ships, you’ll receive a tracking number via email.

 

👠 Sizing Policy

  • Due to our made-to-order model, we do not offer returns or exchanges for incorrect sizes.
  • It is the customer’s responsibility to check our sizing guide before placing an order.
  • If unsure, contact us before purchasing for help with sizing.

 

💃 Product Use & Wear Policy (Dance & Fashion)

  • Our heels are designed for fashion wear and traditional dance styles. Traditional dance styles include: Upright routines, commercial dance, podium dance, pop dance, stage dance, salsa, Latin & ballroom dance, etc. 
  • Our heels are generally not suitable for: Intensive pole & sensual floorwork choreography styles, that that involve high-impact floor-based movement (eg. dragging, rubbing or sliding the heels against the floor) unless specified in the product description.
  • Dance — like sport — is physically demanding, and given the nature of the industry, wear and tear is a natural and expected outcome, especially during floor work. Our warranty does not cover scuffs, scratches, or wear to leather, mesh, or other materials caused by regular dance use. Marks, peeling, or friction damage from choreography involving dragging, rubbing, or floor contact are considered normal. These types of wear do not qualify for refunds or replacements, as they are not manufacturing faults but signs of active use.
  • Regardless of how long or how often you wear your heels — posture, technique, floor surface, and choreography style all play a major role in how your heels wear over time.
  • Please check each product description for details specific to that heel’s use and suitability.
  • By purchasing, you acknowledge & accept the above, and that:
    • These heels are not designed for floor work or high impact movements
    • Visible wear may occur sooner with high-impact use
    • We recommend visiting a cobbler if you wish to repair or reinforce your pair

 

🔁 Returns & Faults – Assessment Policy

  • You have 30 days from delivery to report a manufacturing fault (not regular wear).
  • For your case to be eligible, you must:
    • Provide a receipt or proof of purchase
    • Send photo evidence of the issue
    • Confirm the item is unworn and in original packaging
    • Return the item within 7 days once approved
  • If approved:
    • We issue store credit only 
    • Return postage is the customer’s responsibility (unless item arrived damaged or defected)

 

🧠 Design & Customisation Statement

  • Many shoe brands globally use similar manufacturer templates and customise them with fabrics, colours, or embellishments.
  • Customisation (e.g. changing colours or materials) does not mean exclusive design ownership.
  • Unless a brand fully designs a shoe shape/structure and holds a registered design, the style remains non-exclusive.
  • At Heels for Queens, we value creativity, but we believe in clarity too. Customising heel styles by changing fabrics, colours, or finishes is a common practice across the fashion & dance industry — it does not make the base heel design exclusive or owned by any one brand. Unless a shoe’s shape or structure is created from scratch and protected through official design rights, it remains a shared, open-market design. We are committed to offering beautiful styles with full respect for originality, legality, and transparency.
  • At Heels for Queens, we:
    • Customise and curate styles that align with our brand
    • Do not claim exclusive rights over common or manufacturer-based designs
    • Operate transparently, with respect for creativity and originality
    • Do not endorse brands that mislead themselves as original designers when they have simply customised products sourced from open market manufacturers who do not claim exclusivity. Instead, Heels for Queens prides itself on honesty, transparency, and celebrating creativity without pretending to own what isn’t ours.

 

📢 Intellectual Property Notice

  • All branding, content, and media on our site are original or licensed.
  • We do not support or sell counterfeit or IP-infringing items.
  • If you believe your intellectual property has been used in error, please contact our team with the relevant certified documentation.

 

📦 Shipping & Third-Party Carrier Policy

All orders are shipped using third-party services, such as Australia Post or international couriers.

  • Once your parcel has been handed over to the courier, we are not responsible for delays, lost items, or stolen parcels caused by the carrier.
  • For parcel enquiries after dispatch, you can contact Australia Post Customer Service at 13 76 78.
  • If your parcel is lost or arrives damaged, you may be eligible to seek compensation directly from Australia Post. More info here:
    🔗 auspost.com.au – Compensation Info

Please also note:

  • We are not liable for customs clearance fees or delays caused by your country’s customs office.
  • Any such fees or hold times are the responsibility of the buyer and vary from country to country.