Delivery, returns and exchanges
Customer Service
Customer Service at TANYA HEATH Paris is a true source of pride, and we work very hard to make sure you are happy. We also propose something that is exceptional, complex, and highly unique. This means that our approach is tailored to our product and might not resemble the more standard approach of the traditional footwear brands you are used to.
As a tiny founder-owned company, we might lack the speed and freebies of big names in e-commerce, but I am sure you will find we make up for it in our dedication to your satisfaction and a highly personalized approach.
Some of our most loyal customers and friends of the brand started off as a customer services inquiry, so don’t be shy to get in touch with us.
Please write to us at service-clients@tanyaheath.com.
Shipping
We ship worldwide.
If you do not see your country listed below, please get in touch with us at service-clients@tanyaheath.com, before placing your order, so that we can do a shipping simulation together.
For orders to metropolitan France, we offer free shipping via Mondial Relais unless you choose Chronopost.
TANYA HEATH Paris will always use Fed EX for Canada, the US and the UK. For European destinations and the Russian Federation, we often use the postal service. For all other destinations we will choose between DHL, FEDEX or a comparable transporter that is specialized in your region.
We have established preferential tariffs with several transporters which is how we can offer such good value on some destinations. In every case, shipping is less expensive than a trip to Paris, but certainly less fun.
SHIPPING TIMES
We complete and send orders during our main service hours on Monday, Wednesday, and Friday. We do take more time than other footwear brands because of various quality tests and customer service questions that we may have and due to the complexity of our offer.
Express service is currently difficult and consequently not offered, but if you have a real emergency, please write to us at service-clients@tanyaheath.com before placing your order to see if it is possible for us to expedite your order quickly. We generally process orders within 1 – 8 business days unless we have had an extraordinary situation.
Due to Covid-19 restrictions some areas could experience delays. Contact our Customer Care for any questions or if you require assistance.
Tracking shipments
Once your order has been prepared for transport, we will send you a confirmation e-mail containing a shipping tracking number so that you can follow the progress of your parcel.
Duty and Tax
All prices show in the EU include VAT. All prices shown outside of the EU are shown and sold tax free. If you are ordering outside of the EU, your local authorities may impose a national or local duty on our shoes and heels as they arrive at the destination. This is beyond the control of TANYA HEATH Paris and we are not able to intervene to change this in any way.
Price Display
At the moment Shopify does not offer Shopify Payments for French companies. This means that if you are ordering outside of the EU you will suddenly see the total order displayed in €. At this time there is nothing we can do about this. If you would like to see the total in your local currency, we invite you to use an online currency conversion tool.
Exchanges
You ordered the wrong size? No problem. All exchanges on shoes are possible. Simply contact customer services and we will manage the return and exchange process together.
If you would like to return a product, we invite you to get in touch with customer services and we will indicate the return procedure.
You have 30 days from the time you receive your shoes and/or heels to ask for a return or an exchange.
Shipping for returns and exchanges for France are free of charge. Return shipping for all other destinations will be paid for and managed by the customer with the assistance of customer services. Exchanges will be sent with no additional shipping fee.
Returns and Exchanges only apply to products that have never been worn, that have been sent within the authorized time, and that are returned in their original packaging. There will be no return or exchange possible if these conditions are not met, and there will be no exception to this rule.
Damaged products
Before shipping we check every pair of shoes and every pair of heels. Despite our internal quality control tests if you receive a product that you don’t believe is working, please contact us immediately with an explanation of the problem.
Over the past 12 years we have found that normally we can resolve your issue by explaining how to correctly click in your heels. However, it is possible that your heels and/or your shoes truly do not work. If this is the case you have 15 days upon reception of the product to signal any problem, after which time we will consider that the merchandise worked. All products that do not work will be replaced with an identical or similar product that you agree to or refunded if we don’t have something similar that you love.
Warranty
Things can break, especially with wear. If you have a shoe or a heel that breaks, please contact Customer Services by email and state your order number in the title so that we can easily find your purchase history.
If your heels or shoes break within 2 years of the time you placed your order, they will be replaced free of charge, including shipping. If we do not have the exact same item in stock and in your size, we will invite you to choose something similar from our inventory.
If a heel or a shoe breaks after 2 years from the time you placed your order, we will offer you a voucher worth 60% of the price you paid for the broken product. You will have 1 year to use your voucher on any merchandise weather it is a regular priced, or sale item. The replacement will occur via our website. Normal shipping charges for your region will be applied.
We do not offer warranty for any TANYA HEATH Paris shoes, heels or jewellery sold by any other vendor or re-sale site. If you have a problem with a shoe and or a heel that you purchased from any other physical store or e-boutique, please return to that point of sale with your inquiry.
Refunds
Once we have received your return and verified that the products are un-worn, in perfect condition, and in their original packaging, we will issue a full re-fund for the returned products minus the shipping charges.
Your refund will be credited to the credit card used for the purchase. The time required for the refund depends on the institution that issued the card. Please note that the value date of the re-credit will in any case be the same as the debit date, so you will not suffer any loss in terms of bank interest.
If your order has been shipped to a destination within the European Union, all taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are not refundable as these are paid to your national/local government.
You may be able to recover custom or duty by contacting your local customs office directly. As this may not be available in all countries, we recommend that you use a customs broker.
Vacations
My English is good, and I was born in Canada but this is a very French company. We are generally closed for certain weeks during the month of August, and we follow French national holidays.
Orders placed during a holiday or vacation period will be sent once everyone is back at work!