FAQ

HOW DO I KNOW MY ORDER HAS BEEN CONFIRMED?

Heels.com.ng will send a confirmation mail for your order to the email address associated with your Heels.com.ng order. In this email you will be provided with a unique Order ID for your reference with our customer service team and a listing of the item/s you have ordered.

IS IT POSSIBLE TO ORDER A PRODUCT THAT IS OUT OF STOCK?

Unfortunately, we do not take special requests for products that are out of stock. Most importantly we like to keep our inventory fresh, so we rarely restock. However we do have a wide assortment of product, so you would definitely find a similar style on heels.com.ng

IS SHIPPING FREE?

Heels.com.ng offers Free Nationwide Shipping to all 36 states in Nigeria plus Abuja. Select “ENJOY FREE SHIPPING!” during check out and prepay via ATM CARD, ONLINE BANKING or BANK TRANSFER.

A Shipping Fee will be applied if the PAY ON DELIVERY option is selected.

WHAT ARE THE AVAILABLE PAYMENT OPTIONS?

Heels.com.ng encourages customers to pay online by Visa, Mastercard using the ATM CARD option. Customers that have their Online Banking set up could also pay using the ONLINE BANKING option. Together with the BANK TRANSFER option, customers can enjoy FREE NATIONWIDE SHIPPING.

Heels.com.ng also offers a PAY ON DELIVERY option to its customers in all 36 states in Nigeria plus Abuja for a Fee

WHAT IS THE ESTIMATED DELIVERY TIME?

Delivery using the ENJOY FREE SHIPPING option:

Delivery takes approximately 1 working day for Lagos orders.

Delivery to other States will be made in 2-3 Working Days.

Delivery using the PAY ON DELIVERY option:

Delivery takes approximately 2-3 working days for Lagos orders from the time your order is confirmed. If you live in Lagos and place your order by 1 pm, the goods will be shipped out to you the next day. For all other states besides Lagos, delivery takes approximately 2-5 working days. You will receive an email confirmation once your order has been placed.

HOW DOES CASH ON DELIVERY WORK?

Add the items you wish to purchase to your Cart. Select the PAY ON DELIVERY option and complete your order. Shipping Fees apply.

HOW DOES FREE SHIPPING WORK?

Add the items you wish to purchase to your Cart. Select the ENJOY FREE SHIPPING option. You have the option to pay via ATM CARD, ONLINE BANKING or BANK TRANSFER. Shipping is on us with this option.

WHAT COUNTRY SIZE ARE YOUR SHOES?

Sizes are basically US, however, if you are more familiar with UK or EURO sizes, you can go to the ‘’shoe size’’ section of our website to see the various conversions, or simply click on a size on a shoe and the UK and EURO equivalents would be shown. For example, a US 9 is also a UK 6.5 and also a EURO 40.

HOW DO I SEE SHOES AVAILABLE IN MY PREFERRED SIZE?

On the menu page, click on ‘’ALL SHOES’’, and then go to ‘’SHOE SIZE’’. Click on your preferred size (EURO, UK OR US) and all shoes available in your preferred size would be displayed.

I AM SEARCHING FOR SPECIFIC COLOR OF SHOE ON YOUR WEBSITE, HOW DO I SEE THEM?

On the menu page, click on ‘’ALL SHOES’’, and then go to ‘’COLOR’’. Click on your preferred color (e.g. BLACK) and all shoes available in your preferred color would be displayed.

I WANT TO ORDER FOR AN ALREADY DISCOUNTED SHOE AND I HAVE A 10% COUPON CODE FROM MY PREVIOUS ORDER, BUT THE CODE IS NOT WORKING. WHAT COULD BE WRONG?

Two discounts cannot be applied on one order. The 10% discount code would work on a shoe that has not yet been discounted by Heels.com.ng. Also the code would work only if it is applied on or before its expiry date.

PROMOTIONS

BOGOF (BUY ONE GET ONE FREE)

This is a section on our website whereby if you add two pairs of shoes from this section you will get one pair (less expensive) free. Just simply add two pairs of shoes from this section and you will get the less expensive pair free of cost (excluding VAT on the shoe). However upon delivery, if one pair fits and the other doesn’t it is either you return both pairs on delivery, or accept both pairs or you pay the full price of the pair you are accepting.

BUY ONE GET HALF PRICE ON THE OTHER.

This promo takes place occasionally. In this promo, when you select any two pairs of shoes, you will get a 50% discount on the less expensive pair (VAT exclusive). However upon delivery, if one pair fits and the other doesn’t it is either you return both pairs on delivery, or accept both pairs or you pay the full price of the pair you are accepting.

I HAVE AN ADDITIONAL QUESTION?

For any other questions or concerns not listed in our FAQ, please email us at support@heels.com.ng or call 08180000312. Thank you!


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