FAQ

INSURANCE

Good-on-heels insures each purchase during the time it is in transit until it is delivered to you.

SHIPPING METHODS

We aim to prepare your order within one working day after receiving your payment.  It takes 2-3 working days before we deliver your order to the delivery address that you provided (excluding weekends and bank holidays in Belgium and your country of residence). We provide express delivery to the following 25 EU countries and cost depends on the weight of the package and the destination country and that it will be displayed and calculated automatically when order is confirmed - in the confirmation step of the order “GOH” may perform partial deliveries if not all products that you order are available at the same time. We process and ship purchased products from Monday to Friday between 09:00am and 06:00pm CET, except on bank holidays in Belgium. In case your parcel is lost by the carrier service, we will issue a voucher for the total amount of your order so that you can re-order the desired items.

Important Information 

  • order cut-off times are provided as guidelines only, and do not take into account possible delays caused by payment authorization
  • we aim to dispatch all orders within 24 hours
  • estimated delivery times are to be used as a guide line and commence from the date of dispatch. We are not responsible for any delays caused by destinations customs clearance processes. 
  • We are not able to redirect orders once items have been dispatched 
  • All orders require a signature upon receipt

 

 

    RETURN POLICY

    If you are not completely satisfied with an item you bought, we gladly accept a return/exchange request, without giving any reason, within 7 calendar days. This period begins the day following the day you receive your items. Exchange requests will not be accepted after this period.

    We provide a free redelivery for exchanges. If you wish to exchange item(s) for a different size or color, please send your request within the 7 day period by email to shop@good-on-heels.com.

     Important general remarks:

    Potential losses due to currency fluctuations will not be refunded. You will find additional useful information for returning products in the returns section of the Customer Care pages.  If you do not find the information you are looking for. To contact our customer care team, mail to shop@good-on-heels.com.

This paragraph does not restrict, in any way, the warranty that you have under Belgian law if your product is faulty. However, we do request that you notify us within two months if a product is faulty. After this period, complaints will not be accepted. 

Each party shall have the right to cancel a sale in case of a material breach by the other party of these terms and conditions. This means for example that we can cancel a sale if you are not a consumer or if your payment is, or appears to be, fraudulent.

    PRIVACY

    Please be assured that your personal information is kept private and confidential and at no point will we rent or sell this to third parties.

    Shopping at Good On Heels is 100% reliable secure and entirely covered by our privacy and security policy. All personal information and bank details are treated with the utmost discretion and safety.
    All sensitive/credit information supplied by you is transmitted via Secure Socket Layer (SSL) technology, which encrypts your information before it is sent to us to protect the information from unauthorized use.
    Besides SSL encryption, PaySquare makes use of 3-D Secure. 3-D Secure represents an extra level of security for you when placing an order. It protects you against misuse of your credit card number, because you confirm your identity first, before you make the payment. Only if you are the legal owner can your credit card be used to make an Internet payment.

We take every possible measure to ensure that business partners who receive information from us provide adequate protection for your data. 

    FAILED ORDER

    Please contact our customer service by sending an e-mail to shop@good-on-heels.com 

    OUT OF STOCK

    You are able to place a non-committal pre-order for the size you would like to order. Please send an email to shop@good-on-heels.com and we reserve and inform you about your package.

    WARRANTY

    We aim to offer you the highest quality products. We offer warranty when a product has a production default up to a year from the date of purchase. If there is something wrong with your item, please inform us by e-mail. 


    REPAIR SERVICE

     We only offer a repairs service if your item has a production default. We do not accept other impairments.

    INTERNATIONAL SHIPMENTS

    International shipments, outside the European Union, may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient. 


    DUTIES AND TAXES

    Inside the European Union 21% VAT is mandatory, which is included in the price. Custom policies vary widely between countries. Please contact your local customs office for further information. To ensure quick delivery to you, any custom duties and taxes imposed by your government will be paid by you.

    DELIVERY TIME

    Once your order has been shipped, orders within Belgium usually take 2 to 3 business days to be delivered. For internationally orders, times vary according to customs procedures for each individual country.


    IS MY PACKAGE SECURED?

    We insure all packages in transit from GOOD-ON-HEELS to the delivery address against theft and accidental damage. Once the package has been signed for, it is no longer insured.

    WRONG SIZE OR PRODUCT

    If you have received a wrong size or product please send an e-mail to shop@good-on-heels.com and our customer service employees will help you further.


    EXCHANGING ITEMS

    You can exchange every product for another color, size or a different item if the item is available.

    RETURN NUMBERS

    Please send us an email to shop@good-on-heels.com to explain your exchange. We will reply by mail giving you a return-exchange number and this number should be placed on all items and be used at all times. 

    QUESTIONS/PROBLEMS

    Our customer care team is ready to assist you with questions and queries just send us an e-mail at shop@good-on-heels.com 

    EXCHANGES

    GOOD-ON-HEELS can be ordered exclusively online at GOOD-ON-HEELS.COM. We ship in 25 countries in the EU and offer free exchanges.