Exchange & Return Policy
Receiving Your Order
Upon delivery, please check immediately that your shoes and heels match your order and function correctly. If you notice an issue, contact us within 3 business days, providing a clear description and, if possible, photos or videos to help us resolve the matter efficiently.
Quality Control
Every product is carefully inspected before shipping. However, if an item does not function properly upon arrival, we will work with you to find a prompt and appropriate solution.
Our Commitment
For over 15 years, we’ve been committed to your satisfaction. If a verified fault is reported within 3 business days of receipt, we will offer an exchange or refund under the terms outlined below.
Exchanges Eligibility
Exchanges are accepted for all full-price adjustable shoes. Items purchased on sale or from our Last Chance section are final sale and cannot be returned or exchanged.
Timeframe
You have 15 calendar days from the date of receipt to request an exchange. Heels are not eligible for exchange.
Process
Please contact our customer service team to receive return instructions. Returned items must be unworn, in perfect condition, and in their original shoe boxes.
Return Shipping Fees
Return shipping fees are the customer’s responsibility unless we shipped the wrong item.
We are not responsible for parcels lost during return shipment. We strongly recommend using a reliable carrier with tracking to protect yourself against transport risks.
Refunds
Refunds are available ONLY within 15 calendar days of receipt, and if the product is returned unworn, in perfect condition, and in its original packaging.
Beyond the 15-Day Window r efunds are no longer possible as we incur non-refundable transaction fees and taxes through Shopify and local tax authorities.
However, we are happy to issue a store credit equal to the value of your order (excluding shipping costs).
Refund Conditions
Refunds are not available for:
Refunds will be issued to the original payment method (credit card or PayPal). Processing time may vary depending on your financial institution.
Taxes and Customs Duties
Within the EU: VAT will be refunded. Outside the EU: Duties and taxes are non-refundable as they are collected by your government, not by TANYA HEATH Paris. For more information, please contact your local customs office. We are unable to assist with customs recovery procedures.
Heels or Shoes Not Clipping Properly
If your heels do not clip into place, it is often due to incorrect handling. Please contact us within 3 business days of receipt with photos or videos. We will guide you through the steps to help you get your shoes and heels functioning correctly.
If a defect is confirmed, we will provide either an exchange or a store credit. After 3 days, the item will be considered functional.
Warranty
Our patented mechanism is designed to last, but as with all mechanical components, breakage can occasionally occur.
For normal wear and tear such as soles becoming unglued or cleaning etc. we recommend visiting your local cobbler, who is best equipped to assist. These repairs are entirely standard.
For all warranty requests, please contact us by email and include your order number in the subject line.
Public Holidays and Annual Closure
Our company closes for several weeks in August and during French public holidays. Orders placed during these periods will be shipped as soon as we reopen. Thank you for your patience and understanding.
Shipping
For more information about shipping times and costs, please visit our dedicated Shipping page.
Upon delivery, please check immediately that your shoes and heels match your order and function correctly. If you notice an issue, contact us within 3 business days, providing a clear description and, if possible, photos or videos to help us resolve the matter efficiently.
Quality Control
Every product is carefully inspected before shipping. However, if an item does not function properly upon arrival, we will work with you to find a prompt and appropriate solution.
Our Commitment
For over 15 years, we’ve been committed to your satisfaction. If a verified fault is reported within 3 business days of receipt, we will offer an exchange or refund under the terms outlined below.
Exchanges Eligibility
Exchanges are accepted for all full-price adjustable shoes. Items purchased on sale or from our Last Chance section are final sale and cannot be returned or exchanged.
Timeframe
You have 15 calendar days from the date of receipt to request an exchange. Heels are not eligible for exchange.
Process
Please contact our customer service team to receive return instructions. Returned items must be unworn, in perfect condition, and in their original shoe boxes.
Return Shipping Fees
Return shipping fees are the customer’s responsibility unless we shipped the wrong item.
We are not responsible for parcels lost during return shipment. We strongly recommend using a reliable carrier with tracking to protect yourself against transport risks.
Refunds
Refunds are available ONLY within 15 calendar days of receipt, and if the product is returned unworn, in perfect condition, and in its original packaging.
Beyond the 15-Day Window r efunds are no longer possible as we incur non-refundable transaction fees and taxes through Shopify and local tax authorities.
However, we are happy to issue a store credit equal to the value of your order (excluding shipping costs).
Refund Conditions
Refunds are not available for:
- Items from the Last Chance section
- Heels, which are neither returnable nor exchangeable
Refunds will be issued to the original payment method (credit card or PayPal). Processing time may vary depending on your financial institution.
Taxes and Customs Duties
Within the EU: VAT will be refunded. Outside the EU: Duties and taxes are non-refundable as they are collected by your government, not by TANYA HEATH Paris. For more information, please contact your local customs office. We are unable to assist with customs recovery procedures.
Heels or Shoes Not Clipping Properly
If your heels do not clip into place, it is often due to incorrect handling. Please contact us within 3 business days of receipt with photos or videos. We will guide you through the steps to help you get your shoes and heels functioning correctly.
If a defect is confirmed, we will provide either an exchange or a store credit. After 3 days, the item will be considered functional.
Warranty
Our patented mechanism is designed to last, but as with all mechanical components, breakage can occasionally occur.
- Within 2 years of your order date: we will issue a store credit equal to the purchase price of the item.
- Between 2 and 5 years: we will issue a store credit for 40% of the purchase price, valid for one year.
- After 5 years: items are no longer covered by warranty.
For normal wear and tear such as soles becoming unglued or cleaning etc. we recommend visiting your local cobbler, who is best equipped to assist. These repairs are entirely standard.
For all warranty requests, please contact us by email and include your order number in the subject line.
Public Holidays and Annual Closure
Our company closes for several weeks in August and during French public holidays. Orders placed during these periods will be shipped as soon as we reopen. Thank you for your patience and understanding.
Shipping
For more information about shipping times and costs, please visit our dedicated Shipping page.
