Welcome to Heel Vibe Shop’s FAQ section! We’re here to answer all your questions about our fashion-forward footwear, delivery services, and shopping experience. Our Manchester-based team is dedicated to bringing you stylish, high-quality shoes with that perfect “Heel Vibe” you’re looking for.
About Our Products
What types of shoes does Heel Vibe Shop specialise in?
We specialise in fashion-forward footwear with a focus on elevated styles. Our collection includes:
- Various heel styles (Court Heels, High Heels, Mid Heels, Metallic Heels)
- Boots (Ankle Boots, Chunky Boots, Heeled Boots, Long Boots)
- Sandals (Flat Sandals, Heeled Sandals)
- Casual styles (Flats, Flatforms, Loafers, Sliders, Slippers)
- Specialty items (Bags, Swim footwear)
Are your shoes true to size?
Our shoes generally follow standard UK sizing. We provide detailed size guides for each product, including measurements in centimetres where applicable. If you’re between sizes or unsure, we recommend sizing up for comfort, especially with heeled styles.
Do you offer wide-fit options?
Currently, we don’t have a dedicated wide-fit range, but many of our styles (particularly loafers, slippers and some sandals) offer a more generous fit. Look for product descriptions mentioning “roomy fit” or check customer reviews for fit advice.
Ordering & Payments
What payment methods do you accept?
We accept all major credit/debit cards including Visa, MasterCard and JCB, as well as PayPal for secure checkout. All payments are processed through our encrypted payment system for your security.
Is my payment information secure?
Absolutely! We use industry-standard SSL encryption to protect all transactions. We never store your full payment details on our servers. For added security, we recommend using PayPal if you prefer not to enter card details directly.
Can I modify or cancel my order after placing it?
We process orders quickly to get your shoes to you as soon as possible. If you need to modify or cancel your order, please email [email protected] immediately with your order number. We’ll do our best to accommodate your request if your order hasn’t yet entered the processing stage.
Shipping & Delivery
Where do you ship to and how long does delivery take?
We ship worldwide (excluding some remote areas and parts of Asia) from our Manchester headquarters:
- Standard Shipping (£12.95): Processed in 1-2 business days, delivered via DHL/FedEx in 10-15 days after dispatch
- Free Standard Shipping (orders over £50): Processed in 1-2 business days, delivered via EMS in 15-25 days after dispatch
Why can’t you ship to some areas in Asia?
Due to complex customs regulations and logistical challenges in certain Asian countries, we’re currently unable to offer reliable delivery to these regions. We’re continually reviewing our shipping capabilities and hope to expand our reach in the future.
Will I need to pay customs fees or import duties?
For international orders outside the UK, your country may charge customs fees or import duties. These are the responsibility of the customer and aren’t included in our prices or shipping fees. We recommend checking with your local customs office for specific rates.
How can I track my order?
Once your order is dispatched, you’ll receive an email with tracking information. You can use this to follow your package’s journey to your doorstep. If you have any concerns about your delivery, our customer service team is happy to help.
Returns & Exchanges
What is your return policy?
We want you to love your Heel Vibe shoes! If they don’t give you that perfect feeling, you have 15 days from receipt to initiate a return. Items must be unworn, in original condition with all packaging and tags attached. Please email [email protected] to start the return process.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is faulty or we’ve made an error with your order. We recommend using a tracked service as we can’t be responsible for items lost in transit back to us.
How long do refunds take to process?
Once we receive your returned items and verify their condition, we’ll process your refund within 5 business days. Refunds will be issued to your original payment method and may take additional time to appear in your account depending on your bank or payment provider.
Do you offer exchanges?
Currently, we don’t offer direct exchanges. For a different size or style, we recommend returning your original purchase (following our return policy) and placing a new order. This ensures you get your desired items as quickly as possible.
Customer Service
How can I contact customer service?
Our friendly customer service team is available via email at [email protected]. We aim to respond to all enquiries within 24 hours during business days (Monday-Friday).
What are your business hours?
Our Manchester team operates Monday-Friday, 9am-5pm GMT. While you can place orders on our website 24/7, customer service responses and order processing occur during these business hours.
Where is Heel Vibe Shop located?
Our headquarters and dispatch centre is located at:
52 Spring Gardens,
Manchester,
GB M8H 2WS While we don’t have a physical retail store open to the public, all our shoes are carefully packaged and shipped from this location.
52 Spring Gardens,
Manchester,
GB M8H 2WS While we don’t have a physical retail store open to the public, all our shoes are carefully packaged and shipped from this location.
Can’t find the answer you’re looking for? Our customer service team is always happy to help at [email protected]. We’re committed to making your Heel Vibe experience as stylish and seamless as our footwear!