Exchanges and Returns
Receiving your delivery
Upon receipt of your order, we ask that you please check that the shoes fit and that the shoes and heels are functioning properly. If you have any concerns or questions, please contact us quickly so that we can find a solution.
Quality Assurance: Before your order is shipped, each pair of shoes and heels undergoes rigorous quality testing. Despite our meticulous internal checks, if you receive a product that is not working properly, we are here to help.
Contact us quickly: In case of any problems, please contact us by email within 3 days of receiving your order. It is beneficial to us if you can include photos of the problem to speed up the resolution process.
Our commitment to you: Over the past 13 years, we have gained valuable experience in addressing your concerns. Although most issues can be resolved remotely, we understand that there may be instances where your heels and/or shoes truly have a defect. In such cases, we kindly request that you report any problems within 3 days of receipt of the product.
Resolution Options: For all defective products, we offer two options:
- We will replace the item with the same or similar product, depending on our stock.
- If a replacement is not possible, you will receive a voucher or a refund of the amount you paid for the defective product.
Your satisfaction is our priority, and we appreciate your prompt communication to address any possible concerns. We are here to ensure you receive the high quality products you expect from TANYA HEATH Paris.
Shoe exchange
Did you order the wrong size? No problem ! All regular priced adjustable shoes are eligible for exchange. However, please note that shoes in the 'Last Chance' section of our website cannot be returned or exchanged under any circumstances due to lack of stock, as these shoes are discontinued models.
To initiate an exchange, please contact our customer service team, who will promptly provide you with the necessary address and instructions for returning shoes and heels.
You have a period of 15 days from the date of receipt of your adjustable shoes to request an exchange. We do not offer exchanges for heels.
Delivery costs for exchanges
For France, the Netherlands, Belgium and Spain: Delivery costs for all exchanges are free, and TANYA HEATH Paris will provide you with an exchange voucher. For all other countries: Return costs will be the responsibility of the customer.
Important notes:
- We only accept returns and exchanges for unworn shoes, returned in their original packaging, within the specified time frame.
- If a returned package is lost by your carrier, we unfortunately cannot offer you an exchange. To avoid such situations, we strongly recommend choosing a reputable shipping partner.
Please note that we do not offer exchanges for heels.
We do not accept products that have been worn, and we thank you for your understanding on this matter.
We appreciate the trust and understanding you have in our policies. It is essential to clarify that we cannot accept worn items in return or exchange. This policy is in place to ensure the satisfaction of our future customers, as they have a legitimate right to receive new, unworn products.
Reusing your adjustable shoes: If you have worn your adjustable shoes and no longer wish to keep them, we strongly recommend that you consider alternative options. You could give them as gifts or sell them at a market that specializes in pre-worn clothing.
Your cooperation and understanding in this matter is greatly appreciated. If you have any questions or require further clarification regarding any of our policies, please do not hesitate to contact our customer service team. We are here to provide you with the best possible service and support.
Refund
Upon receipt of your returned shoes and heels, and upon confirmation that they have not been worn, are in perfect condition, and are in their original packaging, if we have agreed to a refund, we will issue a refund complete, excluding initial shipping charges. Please note that refunds do not apply to items purchased in the 'Last Chance' section.
Reimbursement process:
- Your refund will be credited to the credit card used for purchase or to your PayPal account, if applicable.
The reimbursement time depends on your card issuing institution. The value date of the refund will correspond to the debit date, thus avoiding any loss in terms of bank interest.
Regarding Taxes and Customs Duties on returned products:
- If your order was shipped to a destination within the European Union, taxes (VAT) will be refunded since they were collected by TANYA HEATH Paris.
- For purchases outside the European Union, customs duties and taxes are non-refundable, as they are paid to your national/local government, not TANYA HEATH Paris.
Recovery of Customs Duties:
- Your ability to recover customs duties may vary from country to country. In some cases, you may be able to contact your local customs office directly, although this option may not be universally available.
- If necessary, you may choose to use a local customs broker, but please note that the costs associated with such services may exceed the amount paid in duties and taxes.
- Please note that TANYA HEATH Paris cannot assist you in recovering customs duties, as this falls beyond our scope."
Shoes or heels that don't clip
Before your order is shipped, we check every pair of shoes and every pair of heels. Despite our internal quality control testing, if you receive a product that is not functioning properly, please contact us within 3 days of receipt, including photos or videos of the problem and a detailed description.
Over the past 12 years we have found that most problems can be solved by teaching you how to clip your heels correctly. However, it is possible that your heels and/or shoes actually have a defect. If so, you have 3 days from receipt of the product to report any problems. After this period, we will consider that the goods were functioning normally.
All defective products will be replaced with an identical or similar product depending on our stock, or you will receive a voucher of equivalent value. Shipping costs in these cases will be free for all destinations.
Refund
In the exceptional case where we accept a refund, once we have received your return and verified that the products have not been worn, that they are in perfect condition and that they are in their original packaging, we will proceed full refund of returned products, less shipping costs. No refunds are possible for items purchased in the Last Chance store.
Your refund will be credited to the credit card used for purchase or to your PayPal account, if applicable. The time required for reimbursement will depend on the card issuing institution. Please note that the value date of the re-credit will be the same as the debit date, thus avoiding any loss in terms of bank interest.
If your order was shipped to a destination within the European Union, taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are non-refundable, as they are paid to your national/local government.
The ability to recover customs duties may vary by country. In some cases you might be able to contact your local customs office directly, but this may not be available everywhere. We therefore recommend using a customs broker if necessary.
Guarantee
Mechanical and technical parts can break. If you have a shoe with a broken mechanism or damaged heel, please contact our customer service by email, including your order number in the title, so that we can easily find your purchase history.
If the heels or mechanism of your shoes break within two years of receipt, you will receive a voucher for the value of what you paid, which will allow you to choose another model.
If a heel or shoe mechanism breaks more than two to five years after your order, we will offer you a voucher worth 40% of the purchase price, which you can use within one year. After five years, shoes and heels are not eligible for the guarantee.
For any other problem or wear of the shoes that does not concern the mechanism, we recommend that you consult a shoemaker, the professional best qualified to help you. Our shoes can be maintained like regular shoes.
