Is it safe to buy from this site?
What payment methods do you accept?
The item I bought recently is now on sale, can I get the difference refunded?
As an online business our prices change in accordance with sales trends and objectives, customer demand and stock availability. We are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be if you buy an item full price and its available on sale the next day.
We accept returns within 28 days of receipt. If you should wish to return your products please contact us at [email protected] Please include your order number, name, and reason for your return. Once your request has been reviewed, you will be contacted by our customer care team to advise next steps.
*Please refrain from shipping your return without emailing us first, as we require specific information in order to process your return.*
First time here, how long have you been trading?
Heel Tread is a young player, we have launched officially in December 2017, with our first online store.
I am new to the site, how do I order?
We have tried to make The Heel Tread experience as easy and secure as possible.
- You can browse the site; either using the categories or keywords shown at the top of the site, our search function, or by looking at our most recently added products in the New in section. Select your size, and add the item to your cart.
- After you are done with adding your items to the shopping cart, simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the order will be dispatched to you, typically, the next day!
How do I check if an item is in stock?
If an item is available to order online then this means the item is in stock. However, from time to time and particularly with some of our more popular items, due to limited stocks and this initial season of sales, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.
How do I know if my order has been submitted successfully?
You will receive an automated email to confirm your order has been received, and is being processed.
We work very hard to get your order out as soon as possible. Most orders placed before 1:00 p.m. (GMT) will be processed and posted on the same day except weekends and Portuguese holidays (shipped next business day) and periods of typical increase in sales volume when the processing times can take longer.
We ship all our orders by standard mail without tracking:
Europe: 3 - 10 business days
Rest of the World: 6 - 15 business days
You can upgrade to FedEx with online tracking:
Europe: 2 business days
United States: 3 business days
Rest of the World: 5 business days
Where is my order?
If your order has not arrived when you were expecting it then please check the following:
Check you have received a dispatch confirmation email
Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?
Check for text messages, emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
Check no one else residing at your address has taken receipt of your parcel.
If you still can't locate your parcel then please do not hesitate to contact our customer service team via email or Facebook messenger.
All of our shipments are insured to the necessary value so should it not be found we will arrange a replacement or refund for you.
Part of my order is missing or incorrect, what now?
If an item is missing from your order please contact our customer services team via email or Facebook messenger with your order number and the name of the missing item. We will do our best to resolve this issue as quickly as we can.
I own a store and i'm interested on selling your socks, how can I reach out to you?
Our DNA lies on the collaboration with stores! And we always seek new, interesting places to sell our products, send us an email to [email protected] and we will contact you ASAP.