FAQs & Covid-19 Updates
IMPORTANT INFO REGARDING SPECIAL DELIVERIES & POSTAL UPDATES
We are currently not offering a next day delivery service. Royal Mail are not able to guarantee next day deliveries due to the current situation with Covid-19.
Should you place an order and select the next day delivery service, your order will be posted using 1st class postage and the difference refunded to you. We are not dispatching post daily, therefore your order will be sent as soon as possible.
Thank you for your understanding and stay safe.
A MESSAGE FROM ROYAL MAIL - CANADIAN POST
All mail being sent from the UK to Canada is facing severe delays because of the on-going impact of COVID-19 and record volumes of traffic being received in Canada. We are processing the mail as normal in the UK, but delays are taking place once the mail reaches the Canadian border. As a result, we are unable to advise on likely delivery times.
Receive a free pair of Heel Stoppers with your order
You will receive one free plain pair of heel stoppers with every completed transaction. Your purchase MUST contain one or more pairs of full priced heel stoppers to qualify for a free pair. We usually send the same size and colour as ordered, however, if you wish to receive a different size or colour, just leave a comment on the order form! Occasionally, we may not see your comment, this does not often happen but we are very busy. Please do remember, it is complimentary - we cannot exchange the free pair of heel stoppers!!
Your free pair of plain heel stoppers will be added on dispatch and will not show up on your order or at checkout. This is not a buy one get one free offer, you receive ONE free plain pair per completed transaction.
How to measure your heels
Turn the shoe over and measure the widest part of the flat D shape heel tip. This can be back to front, left to right or diagonally, so long as it is the widest part of the heel tip.
Example - if your heel measurement is 1cm then go for the Small.
The tubes are flexible so they will stretch a little.
Small - actual size 0.8cm - stretch to size 1.1cm
Medium - actual size 1.2cm - stretch to size 1.5cm
Kitten Heels - You can cut the top off the tube to shorten the tube to get the heel stopper on easier.
Do you ship overseas and to BFPO adresses?
We’ll happily ship anywhere. Please select from the options during the checkout process. If you have any queries at all, please do get in touch.
Can I return an item?
If you are not happy with your order for any reason please get in touch straight away to discuss it. Items can be returned in their original condition and packaging within 14 days of delivery. Please be aware, we do not accept items for exchange due to increased postage costs. Please return your item with your order number and contact details and a refund will be issued on receipt. Please reorder via our website or we are happy to take orders over the telephone. We recommend that you return an item using a trackable service, as we cannot be held responsible for items lost in the post. There is no refund on your P&P unless your order is proved to be faulty. Please ensure that you return the complimentary pair too if applicable or we will not be able to offer you a refund. (ie if you have only ordered one pair of heel stoppers, you need to return the ordered pair & the free pair. If you have ordered more than one pair, and are retaining a purchased pair, you then keep the free pair)
Return address -Clean Heels Ltd
Crofton Retail Centre
112 Stubbington Lane
How quickly do you dispatch orders & delivery times
All orders are dispatched within one working day. Next Day delivery orders must be received by 2.45pm Monday - Friday for delivery the following working day or by 11am on a Saturday for delivery the following Monday. If you place a Next Day delivery order on a Friday, and wish to receive your delivery the following day, please opt for 'UK Special Delivery Saturday by 1pm'. We do not work on a Sunday or bank holiday.
Please note - we don't always work on a Saturday, if you order a Next Day delivery after 2.45pm Friday up until 11am on a Saturday, it may not be dispatched until the Monday after the weekend. Please do call us on 01329 317390 or email firstname.lastname@example.org if you need an item dispatched urgently. Please be aware, the onus is on you, the customer, to ensure that the delivery address supplied is correct. We cannot be held responsible for items posted by us in good faith to an incorrect delivery address.
Royal Mail Delivery Aims
1st class including 'signed for' - 1 working day
2nd class including 'signed for' - within 2 to 3 working days
EU Standard & EU Tracked/Signed - within 3 to 5 working days
International Standard & International Tracked/Signed - within 5 to 7 working days
Please note, the above delivery times are aims and not guarantees. We often find that our international mail can take several weeks to arrive, especially when your parcel is travelling to the other side of the world! If you are concerned regarding the whereabouts of your delivery, please email email@example.com. Please note, we always dispatch an order on the same day that it is received (within our office hours of course) If your delivery is delayed, please don't blame us, we will do all we can to rectify any issues whilst following the guidelines set by Royal Mail.
More information can be found here - https://personal.help.royalmail.com/app/answers/detail/a_id/317/~/i-think-my-mail-is-lost---i-havent-received-my-delivery-yet
1st Class - £2.90
2nd Class - £2.50
add £1.35 for Signed For
Next Day Delivery between 9am - 1pm - £7.00
Next Day Delivery Saturday Guarantee - £12.00
EU Standard - £4.50
EU Tracked & Signed - £10.48
International Standard - £5.98
International Tracked & Signed - £15.00
Costs may vary depending on the weight of your delivery. Please do call us if you need any further information.
Do you take orders over the phone?
We do indeed, please call our office on 01329 317390 between 9am - 5pm Monday to Friday and until 11am on a Saturday. If we don't answer, please leave a voicemail.
Clean Heels are produced from sustainable, environmentally friendly materials and are manufactured in the UK. Our packaging is 100% eco friendly & our heel stoppers are 90% recyclable!