Product warranty - After-sale service
At JOHEELA, we guarantee all our shoesfor up to 12 monthsfrom the date of purchase when used under normal and recommended conditions.
We prioritize eco-friendly solutions. That's why, whenever possible, we'll offer to have your pair repaired and will cover the repair costs. This also allows you to start using your pair again as soon as possible.
What does the Joheela warranty cover?
If the heel breaks for no apparent reason based on the photos provided, we consider it a manufacturing defect.
We conduct a thorough analysis based on the photos you provide.
If the manufacturing defect is confirmed —with no signs of twisting, impact, or abnormal pressure—:
Even though the broken heel is not due to a product defect, we’d still like to offer you a goodwill gesture, because we know your shoes are precious to you:
| If the repair is possible | Reimbursed (up to €25) |
| Unrepairable - 6 to 9 months after purchase | Have 35 € |
| Unrepairable - 9 to 12 months after purchase | Have 25 € |
Cannot be combined with other promotional codes.
If the zipper has a problem that cannot be identified from a photo (slider won't glide, zipper gets stuck, teeth come loose—with the fabric intact):
We conduct a thorough analysis based on the photos you provide.
If the manufacturing defect is confirmed — fabric intact, no signs of stretching:
Torn fabric, a torn slider, or signs of wear visible in the photo. Even if this isn’t due to a product defect, we’d still like to offer you a goodwill gesture, because we know your shoes are precious to you:
| Unrepairable - 6 to 9 months after purchase | Have 35 € |
| Unrepairable - 9 to 12 months after purchase | Have 25 € |
Cannot be combined with other promotional codes.
Replacing a zipper on a heeled shoe requires almost completely taking the shoe apart—a process that costs about €60 at a cobbler's, with an uncertain outcome that could compromise the shoe's stability.
Our shoes feature a flexible internal structure designed to allow for freedom of movement while wearing heels. Repeated pressure on the outside of the foot can cause the heel to tilt quickly and permanently. This phenomenon results from improper body weight distribution, not a manufacturing defect. We recommend working on your foot placement with a heel instructor.
If the heel is misaligned upon receipt or during the very first use, we will replace the pair at no charge.
Be sure to try on your shoes as soon as you receive them and contact us right away.
The tilt is caused by improper body weight distribution, not a product defect. But because we know your shoes are essential to you, we offer:
| Up to 6 months after purchase | Have 45 € |
| 6 to 9 months after purchase | Have 35 € |
| 9 to 12 months after purchase | Have 25 € |
Cannot be combined with other promotional codes.
If there are no signs of impact or excessive moisture, we recommend that you take your shoes to a cobbler to have the sole reattached—a simple, quick, and inexpensive repair (usually €5 to €15).
Upon presentation of a photo of the shoe repair receipt.
If an eyelet is broken, we will refer you to a cobbler for repairs.
Upon presentation of a photo of the shoe repair receipt.
If the tip becomes damaged in an unusual way, we will refer you to a cobbler for a replacement.
Upon presentation of a photo of the shoe repair receipt.
You can take your shoes to a cobbler to have them repaired.
Upon presentation of a photo of the shoe repair receipt.
If your shoelaces are defective, we'll send you a new pair for free.
If any rhinestones fall off, we'll send you new ones for free.
Since 2020, we have sold more than 100,000 pairs of heels. This experience has allowed us to identify and analyze virtually all of the issues that can arise with our products, and to distinguish between a manufacturing defect and a problem related to use.
That said, we fully understand that you may see things differently. If you wish to dispute our assessment, please return your pair to us using the return form we will send you. An independent expert shoemaker will examine it, and we will provide you with their conclusions in writing, along with the expert report, within 90 days.
We immediately implement the appropriate solution and cover all costs, including the costs of the inspection and return shipping.
You will be billed for the costs of the expert evaluation and the return of your pair of shoes. If the matter is referred to the consumer ombudsman, this expert evaluation report will be required before the case can be reviewed.
In either case, you will receive a clear and well-documented response.
How do I apply for reimbursement?
- If your shoe is repairable (eyelet, heel cap, detached sole, broken heel, etc.), we recommend that you first visit a cobbler to have your shoe repaired. This is the fastest and most eco-friendly solution. We will cover the cost of the repair (up to €25). You can include your cobbler’s invoice with your request.
- Enter your order number (e.g., #JHLA00000) and your email address in the claim form below, then click "SEARCH."
- Select the damaged item and the reason "Product warranty claim after 30 days. "
- Select"Refund" if the shoe is repairable and include a before and after photo with your invoice. We will then refund the repair costs directly to your order using your payment method.
- Select"Exchange" if your pair is less than 6 months old and repair is not possible.
- Select"Store credit" to receive a promo code proportional to the time spent since purchase if the pair cannot be repaired after more than 6 months of use.
- You can select "Ship it myself using a carrier of my choice" to confirm your pickup request. Important: You do not need to send your pair of shoes back to us; this step is only to confirm your request.
Claims platform :
You were aware of the defect or characteristic at the time of purchase, or could not have been unaware of it because we had informed you of it.
The problem is caused by materials or components that you yourself provided or added to the product.
Our shoes require a foot placement technique suited to dancing in heels. Some issues may arise not because of a product defect, but because the technique is still being learned.
Heel dancing is an intense physical activity. Your shoes reflect the intensity of your effort. Over time and with use, the materials will inevitably wear out: this is a sign that the shoes have been well-used, not a manufacturing defect.
Causes of Wear and Prevention
Since your shoes are the point of contact between you and the floor, the outsole is inevitably prone to wear and tear with use. The moves of heel dancing create repeated friction between the sole and the floor. On rough or abrasive surfaces (parquet floor , concrete), this friction naturally accelerates the wear of the sole.
Our Tips- Practice on a smooth, clean floor—this is the best way to keep your shoes in good condition for as long as possible. Avoid dancing on rough surfaces.
- Choose a Suede sole Suede you do a lot of floor work; it makes it easier to point your feet and is more resistant to repeated friction than the All floors sole.
- If you train intensely, alternate between several pairs so your shoes have time to "breathe" between sessions.
The materials that give our shoes their charm—vinyl, faux leather, lace, sequins, and rhinestones—are also the most susceptible to direct friction against the floor. The moves characteristic of heel dancing create repeated contact between the shoes and certain areas (malleoli, big toe, toes, and back of the heel), and these materials can naturally wear down in those areas with use.
Our Tips- Choose Suede materials for practices that involve a lot of floorwork. Read the product descriptions carefully, and choose a style recommended for floorwork.
- leg warmers shoe covers can help protect your shoes during floorwork sessions.
- Be sure to practice on a clean floor, free of dust and sand; debris accelerates wear and tear on the materials.
Our shoes feature a flexible design that allows for freedom of movement while wearing heels. This flexibility is a real asset for dancing, but it also amplifies the effects of improper foot placement. Repeatedly putting weight on the outside of the foot—which is common for beginners—can quickly cause the heel to tilt over time.
Our TipsFoot placement is something you can learn and practice:
- Consult a heel instructor to correct your form from the start—it’s the best investment you can make for your shoes and for practicing safely.
- Start with lower heels to master the technique before moving on to higher heels.
Our zippers are designed for normal use with dance heels. A sudden movement, excessive pulling, or forcing the zipper open can damage the mechanism or the surrounding fabric, especially when you're in a hurry to put on or take off your heels.
Our TipsA few simple steps to keep your zipper in good condition:
- Always unzip the shoe completely before putting it on or taking it off.
- If the slider is stuck, never force it; simply check to make sure no fabric has gotten caught in the mechanism.
- Hold the bottom of the shoe with one hand while fastening it to avoid putting any strain on the fabric.
At JOHEELA, we place a high value on respect and friendly exchange. We understand that a problem with your shoes can be a source of disappointment and frustration, even if it's beyond our control.
Following several aggressive messages and disrespectful behavior, we would like to remind you that each pair of shoes is handmade according to your choices and customization options. Thousands of pairs leave our workshops every month, and despite the care we take during production, human error can unfortunately occur. We are the first to be disappointed and sincerely sorry that this has affected your order.
We know that buying a pair of JOHEELA shoes represents an investment, and that's why our teams are always on hand to find quick and appropriate solutions. However, it' s important that discussions always take place in a climate of mutual respect. The mental health and well-being of our employees, whether in production or in customer service, is essential if we are to continue to offer you the best possible experience.
Our teams are always on hand to support you as quickly as possible, and we're convinced that a respectful, sympathetic exchange can help you resolve the situation calmly, without adding to your frustration.
Legal Guarantee of Conformity — Required Information.
Our after-sales service policy is a voluntary commitment that supplements your legal rights; it does not replace or limit them.
In accordance with Articles L217-3 et seq. of the Consumer Code, the consumer is entitled to a statutory warranty of conformity for a period of 2 years from the date of delivery of the goods. If a defect appears within 12 months of receiving your order, it is considered to have existed from the outset, unless we can demonstrate that it resulted from misuse or normal wear and tear. The warranty does not apply when the defect results from misuse of the product, when the defect was known to the buyer at the time of sale, or when it results from materials provided by the buyer (source: service-public.fr).
In accordance with Article L217-9, the product must first be brought into compliance through repair or replacement, at no cost to the consumer. If these solutions are impossible or disproportionate, the consumer may request a price reduction or the termination of the contract. The consumer is also protected by the warranty against hidden defects (Articles 1641 et seq. of the Civil Code).
This sales policy applies without prejudice to these statutory warranties, which take precedence under all circumstances.
In the event of an unresolved dispute, the consumer may refer the matter free of charge to a mediator, ANM CONSOMMATION either by mail at 2 rue de Colmar, 94300 Vincennes (be sure to includeyour contact information, phone number, and email address) or through the ANM Consommation website by filling out the online referral form at the following address:https://www.anmconso.com. You are required to submit a complete case file. For more information, you can contact ANM Consommation by phone at 01 58 64 00 05, Monday through Friday from 9:00 a.m. to 12:00 p.m. Please contact Joheela customer service to attempt to reach an amicable agreement before contacting the mediator.
You can also file a report with the DGCCRF viasignal.conso.gouv.fr. — JOHEELA · 1 bis rue Jean Luc, 78600 Maisons-Laffitte · SIREN 853789527 · contact@joheela-shop.com
Commercial Warranty Policy — Last updated: July 27, 2026. This page is currently being reviewed by an attorney specializing in commercial law.