Marketplace Policy


Customers have 14 days for an exchange or store credit. Please bring proof of purchase for the item(s) you wish to return for an exchange or store credit. All items must be in their original state along with their original packaging. All returns and exchanges will be deemed as unworn and undamaged by a heel boy sales representative before the transaction can be finalized. We do not offer refunds in-store. All items wished to be returned will be given a store credit for the full amount paid. Your store credit will never expire and is valid to use at all heel boy locations (except online). If you wish – our sales representatives will add your information into our system so you won’t have to worry about losing proof of your credit. *All sale items are final sale.


Please note that items purchased online can be returned at one of our heel boy shop locations. Qualifying products returned within 30 days of shipping date will be refunded via your original payment method. Exchanges: If you wish to change a size, colour or style please go through the returns process (as explained below) and re-purchase your desired item. If you wish to exchange or return an item at one of our locations, please email with your proof of purchase and the subject line: Return (and your order #). Returns: Returns must be pre-authorized by a heel boy representative before sending back. Please contact the heel boy team at Once we have approved your return request you will receive a return form and the shipping label. Please fill out the return form and place inside the shoe box that is being sent back. Use the original packaging or any other plain packaging of your choosing to protect the box. Please note that your package is subject to being declined if the shoe box is returned in unsellable condition. Once our warehouse receives and approves the return, your request will be processed for a refund.


Any and all merchandise that is suspected to be defective will be deemed so by a heel boy representative. Defective merchandise does not include damages due to wear and tear, and irresponsible use. For purchases made in-store please bring the merchandise in question along with proof of purchase to the heel boy location nearest you. For online purchases please contact with your order number and images of the merchandise in question.