Product warranty - After-sale service

JOHEELA shoes are guaranteed for 1 year!

Due to the handcrafted nature of our shoes, they may present slight imperfections. Although our quality control team examines and cleans each pair before packing, traces of glue or sewing threads may sometimes be visible, and the soles may not be perfectly smooth due to the materials and thickness used. Nevertheless, these minor imperfections have no impact on the durability of our shoes. They testify to the authenticity of our handcrafted products, as each pair is unique.

We guarantee all our shoes for up to 12 months from the date of purchase against manufacturing defects when used under normal, recommended conditions. If you encounter a problem with one of our products after reading this guide, please send us an email with a photo of the problem to [email protected]. 

When possible, we will suggest to have your pair repaired. This solution is more ecological and allows you to reuse your pair more quickly.

If, despite our quality control efforts, the product received is damaged, faulty or incorrect, we can exchange or refund it within 30 days of receipt. Please send us an email to [email protected] with your order number and photos of the damaged, faulty or incorrect item.

In case the damaged part is repairable/replaceable :

Defective laces :
  • Within 12 months of purchase: if the laces are defective, we will send you a new pair of laces.
Strass :
  • Within 12 months of purchase: if rhinestones fall out, we will send you new rhinestones.
Eyelet :
  • Within 12 months of purchase: If an eyelet is defective: we will suggest that you go to a cobbler to have it repaired and we will pay the repair costs against sending us a photo of the cobbler's receipt.
Bonbout (heel toe):
  • Within 12 months of purchase: If a toe-cap becomes abnormally damaged, we will offer to take it to a cobbler to replace it and we will cover the cost of the repair in exchange for sending you a photo of the cobbler's receipt. We can also send you some tips so that you can change it yourself.
Unstuck sole:
  • Within 12 months of purchase: If a sole comes loose: we will suggest that you visit a shoemaker to have it repaired and we will cover the cost of the repair if you send us a photo of the shoemaker's receipt.
Buckle and zip :
  • Within 6 months of purchase: If a buckle or zip is faulty: we will suggest that you go to a cobbler to have it repaired and we will pay the repair costs against sending us a photo of the cobbler's receipt. If the cobbler is unable to carry out the repair, we will offer to resend the same pair to you.
  • Within 6 to 12 months of purchase: If a buckle or zip is defective: we will suggest that you go to a cobbler to have it repaired and we will pay the repair costs against sending us a photo of the cobbler's receipt. If the cobbler is unable to carry out the repair, we will offer you a promotional code proportional to the defect and time spent since purchase so that you can buy a new pair.

In the event that the shoe itself is damaged and cannot be repaired :

Materials:
  • Within 30 days of the delivery date: if the item has been used under the recommended conditions but the material has become abnormally damaged, we can send you a new pair.
  • Within 6 months of delivery: if the item has been used under the recommended conditions but the material has become abnormally damaged or torn, we will offer to give you a promotional code proportional to the defect and time spent since purchase so that you can buy a new pair.
Broken pair:
  • Within 6 months of purchase: if the pair has been used under the recommended conditions but has still broken, we will offer you 2 solutions. Either: 
  1. If you're in a hurry and need your pair in the next few days: you can take your pair to a cobbler for repair, and we'll cover the repair costs (€25 maximum repair) if you send us a photo of the cobbler's receipt.
  2. We can send you a new pair. 
  • 6 to 12 months after purchase: if the item has been used as intended and recommended but has still broken, we will offer you 2 solutions Either:
  1. You can take your pair to a cobbler for repair and we will cover the repair costs. (€25 maximum repair) in exchange for a photo of the cobbler's receipt.
  2. We will offer you a promo code proportional to the time spent since your purchase so that you can buy a new pair. 

 

Please note that the sole cannot be claimed after 1 month from the date of delivery, as it will inevitably wear out with use. Please also note that dancing in heels is a sport, and that your pair will inevitably wear out with use.

This product guarantee informs you of the solutions offered to any problems you may encounter with our products, however, each case remains subject to our decision. We assure you that we do our utmost to find appropriate solutions for your satisfaction.