Refund policy

Return & Refund Policy

General Policy Our products are manufactured on-demand (made-to-order) upon receiving your order. Because each item is custom-made, we do not accept returns or exchanges for customer convenience as a general rule. Please review your order carefully before completing your purchase.

When We Accept Returns or Exchanges We will issue a refund or a replacement only under the following circumstances, provided that we determine the item is defective:

  • The product arrived damaged or broken.

  • There are significant printing misalignments or noticeable color errors.

  • You received a different product or size from what you ordered.

  • The product was damaged during transit.

Procedure for Refunds & Exchanges Please contact us via email (info@with-heels.com) within 14 days of delivery with the following information:

  • Your Order Number

  • Date and time of purchase

  • A photo showing the entire product

  • Close-up photos showing the specific defect or damage

  • A photo showing the product tag or the original packaging materials

  • A specific description of the defect

Regarding Product Returns Since our products are custom made-to-order, you do not need to physically mail the item back to us. Once we confirm the defect based on the photos and information you provide, we will arrange for a replacement or a full refund. You may discard the defective item at your own convenience.

When We Cannot Accept Returns or Refunds We cannot accept returns, refunds, or replacements under the following conditions:

  • Subjective reasons from the customer (e.g., "The item looks different from what I imagined," "The colors are darker than I expected," etc.).

  • More than 14 days have passed since delivery.

  • The required information or photos are not provided.

  • The product has been used, worn, or washed.

  • The damage or stain was caused by the customer’s own handling.

Refund Method

  • Once we confirm the defect, we will issue a full refund to your original payment method, or ship out a brand new replacement product.

  • Please note that it may take 5 to 10 business days for the refund to be officially processed and reflect on your account.

Return Shipping Fees Since a physical return is not required, no return shipping fees will be incurred.

Final Discretion The final decision regarding whether an item qualifies for a return or refund rests solely with our shop, based on the evidence provided. We may request additional information or photos if necessary.

Contact Information If you have any questions or concerns regarding our return policy, please feel free to reach out to us at: info@with-heels.com or +81-50-1784-8358 (weekday:10:00am-5:00pm)

  • Return Window: Within 14 days of delivery

  • Return Shipping: Covered by WITH HEELS for defective items (No physical return required)

  • Refund Method: Refunded to your original payment method within 5–10 business days