Product warranty - After-sale service

JOHEELA shoes are guaranteed for 1 year!

At JOHEELA, we guarantee all our shoes for up to 12 months from the date of purchase against manufacturing defects (see below) when used under normal, recommended conditions.

We prefer more ecological solutions. That's why, whenever possible, we offer to have your pair repaired and cover the repair costs. This also allows you to use your pair again as soon as possible.

Case studies :

Defective laces :
  • Within 12 months of purchase: if the laces are defective, we will send you a new pair of laces free of charge.
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 visit a shoemaker to have it repaired, and we will cover the repair costs (maximum €25 repair) if you send us a photo of the shoemaker's receipt.
Bonbout (heel toe):
  • Within 12 months of purchase: If a toe-cap becomes abnormally damaged, we'll suggest that you visit a shoemaker to have it replaced, and we'll cover the cost of repairs (€25 maximum) if you send us a photo of the shoemaker's receipt. We can also send you some toe puffs so that you can change them 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 (€25 maximum) if you send us a photo of the shoemaker's receipt.
Random thoughts:
  • Within 12 months of purchase: if the item has been used under the intended and recommended conditions (see the relevant product descriptions) but the material come apart abnormally, you can take your pair to a cobbler for repair, and we will cover the repair costs (up to €25) upon receipt of a photo of the cobbler’s receipt.
Broken heels and zippers:
  • Within 6 months of purchase: if the pair has been used under the recommended conditions (see product description) but has broken, we will offer you 2 solutions:
  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 nevertheless broken, we will offer you 2 solutions:
  1. 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 will offer you a promo code proportional to the time spent since your purchase so that you can buy a new pair. 
Off-center heels:
  • Within 3 months of purchase: If the heel is misaligned despite use in accordance with the specified and recommended conditions, we will carefully review the situation. Since our shoes are handmade, there may be rare instances where a slight misalignment is present from the manufacturing process.

If the issue is confirmed, we will offer to send you a new pair.

  • More than 3 months after purchase:

If the problem wasn’t present when you first received the shoes, a tilted heel after several months of use is generally related to posture, walking technique, or a shift in body weight toward the outside of the foot.

In fact, when weight is consistently applied to the outer edge of the shoe, the heel can gradually tilt over time, particularly due to the flexibility of our shoe’s structure, which is designed for wearing heels.

You can restore the heel to its original alignment by applying pressure by hand in the opposite direction of the tilt (see repair video here).

If the item cannot be repaired, we will offer you a discount code based on the amount of time that has passed since your purchase so that you can order a new pair.

Please note that dancing in heels is a physical and athletic activity. Your shoes are the part of your outfit that’s most exposed during dance, since they’re in direct contact with the floor. Depending on the type of surface, how often you wear them, and the intensity of moves, wear and tear may occur more or less quickly.

Under normal conditions of use, the average lifespan of a pair is about one to two years, based on 1 to 3 sessions per week on a smooth, clean, and suitable surface. Shoes used very frequently or on abrasive surfaces will naturally wear out more quickly. In some cases, it is therefore possible that your pair has simply reached the end of its normal lifespan.

Please also note that, unfortunately, our warranty does not cover scratches, scuffs, or dents caused by external factors on the shoe’s materials. These are signs of wear and tear associated with dancing in heels, which can depend on many factors: floor type, footing, moves , poor footing, twisting, impact, heels getting stuck in the floor, etc.

Shiny materials such as vinyl or glossy leather are particularly susceptible to this type of wear, especially when the choreography includes moves the floor. This is not a defect in the shoe, but a natural process of abrasion that can occur on any material, sometimes even after just a few uses.

The heel and the zipper are among the components that undergo the most wear and tear when dancing in heels. Many factors influence their condition over time: frequency of use, intensity of practice, type of floor, foot placement, moves , or identifiable incidents such as twisting, impact, or a heel getting stuck in the floor. When these factors are identifiable in the photos or videos submitted with your customer service request, they may constitute use that does not comply with the recommended conditions of use, thereby excluding the application of the legal warranty of conformity in accordance with Article L217-3 of the French Consumer Code. Any dispute regarding our analysis may be subject to an expert assessment by an independent shoe repair specialist.

Frequently asked questions

Why do my shoes smell when I open the package?

Since our shoes are manufactured and shipped directly to you, some pairs may have a slight smell of glue or “new material” when you open the package. The glue used to attach the soles may temporarily leave a slight odor inside the box.

This is completely normal and does not indicate any quality issues.

We recommend letting the shoes air out for 24 to 48 hours in a well-ventilated room. The odor will disappear naturally.

Why do certain parts of the shoe bother me?

Everyone has a unique foot shape and different areas of sensitivity. As a result, the same shoe may feel very comfortable to some people but cause pressure points for others, particularly at the instep, buckles, metal parts, seams, or laces.

How comfortable a shoe feels also depends on many factors , such as the shape of the foot, its width, the arch, how the foot sits in the shoe, and the moves while dancing. Certain areas of the foot may naturally be more sensitive to pressure or friction.

In many cases, slightly adjusting the straps or laces can also prevent a buckle or part of the shoe from pressing directly against a sensitive area.

If you experience ongoing discomfort, our customer service team is available to provide you with the best advice based on your situation.

You can also check out our page here to see if you've chosen the right size or style: https://joheela-shop.com/pages/bienvenue

Why are there glue stains on my shoes?

Each pair of shoes is carefully assembled by hand. During the manufacturing process, the artisan uses a precision syringe to apply the adhesive used to attach the soles and certain materials.

See example here.

Once dry, the glue becomes slightly opaque, which may make it visible on black or colored shoes, particularly along the edges, under the soles, or on certain materials.

See example here.

These slight marks are normal and do not indicate a manufacturing defect or a quality issue.

Why does my "suede" insole have defects?

Suede insoles Suede made from genuine leather. Natural leather has its own unique characteristics, textures, and irregularities, which can sometimes make it appear less smooth or uniform than synthetic materials. Some areas may also have more visible marks, a slightly frayed appearance, or traces of adhesive, but this does not necessarily mean the shoes have been worn before.

When it comes to pieces of leather with minor visual imperfections, at Joheela we choose to use them rather than throw them away to avoid unnecessary waste. Since genuine leather is already neither the most eco-friendly material nor the most animal-friendly, we believe it is more responsible to make full use of the material than discarding certain parts solely for minor aesthetic reasons.

See example here.

However, these minor imperfections do not affect the durability of our shoes.

Why is my "All floors" sole already damaged after just a few uses?

Heel dancing is a sport: the shoes are in direct contact with the floor— especially the soles—and are subjected to the body’s weight as well as the moves performed during the dance.

OurAll floorssoles are made from vegan materials and multiple layers of plastic: a thin first layer and a thicker second layer. For heel work, the sole must remain thin, supple, and flexible.

With repeated friction, especially on rough surfaces such as parquet floor , the top coat can wear down or peel off quickly.

See the example here of a worn sole after the first use.

Example of parquet floor .

Example of parquet floor .

Example of textured linoleum flooring.

We fully understand that this may raise some questions. However, these imperfections are completely normal and in no way affect the quality of the product.

Why has the "suede" insole already come loose after just a few uses?

Since we use genuine suede leather for our Suede dance soles, the bonding process is naturally more delicate than with perfectly smooth synthetic materials, such as those used in our all-surface vegan leather soles. Genuine Suede natural fibers and an irregular texture, which can cause the grip to become more sensitive over time, especially with heavy use, perspiration, and repeated friction.

In some cases, the sole may come loose sooner than expected. Since our shoes are handmade and assembled by hand, minor manufacturing defects may occasionally occur despite our quality control measures. Furthermore, this type of issue is not always detectable during pre-shipment inspection, especially when it only becomes apparent after several uses.

The good news is that this type of problem can usually be fixed very easily by a professional shoemaker. A simple re-gluing (repair) properly restores the bond, so that the shoes can be worn normally without affecting their comfort or performance.

Why is the material my shoes already worn out in some places?

Our shoes are designed to stay flexible, comfortable, and suited to moves , all while using vegan materials.

These materials are often made up of several layers: a thin outer layer for color and print, followed by a second, more durable layer to ensure the shoe’s longevity. Shiny materials like vinyl or faux leather are generally more susceptible to wear and tear, while materials like suede are more durable.

Heel dancing is a sport that often involves moves . During these moves, certain parts of the shoes—such as the heels, toes, sides, or toes—may rub directly against the floor. This repeated friction can cause visible wear on the top layer of material.

The type of flooring in your dance studio can also contribute to this wear and tear: on rough or textured surfaces, such as parquet floor , for example, friction is greater, and wear may become apparent after just a few uses. This is not a defect in the shoe, but a natural physical process of abrasion that can occur on any material.

See example here.

See example here.

See example here.

We fully understand that this may raise some questions. This is perfectly normal and in no way calls into question the quality of the product.

Why do my heels look misaligned?

We sincerely apologize if you received a pair with misaligned heels. We fully understand how frustrating and disappointing this can be.

This is one of the few steps in our production process that is done by machine. In rare cases, the shoe may be slightly misaligned in the machine during production, which can cause the heel to tilt or appear misaligned. Hundreds of pairs are manufactured every day, and although each pair undergoes quality control, some defects may unfortunately go undetected during inspection.

If you notice that the heels of your shoes appear misaligned, please contact our customer service team via the chatbot or by email at contact@joheela-shop.com. We will ask you to send us photos and videos so that we can properly identify the issue.

We will then carefully review your request and do our best to offer you the most suitable solution.

How do I apply for reimbursement?

  • If your shoe is repairable (eyelet, heel cap, loose sole, broken heel, etc.), we invite you first to visit a shoemaker to have your shoe repaired. This is the quickest and most environmentally-friendly solution. We'll cover the cost of the repair (€25 maximum). You can include your cobbler's invoice with your claim.

  • Enter your order number (e.g. #JHLA00000) and your e-mail address in the fields below and click on "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 choose "Ship myself with carrier of my choice" to validate your request. Important: you don't have to send your shoes back to us, just to validate your request.

Claims platform :

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 attitudes, we'd like to set the record straight: We'd like to remind you that every pair of shoes is made by hand, according to your choices and personalized options. Thousands of pairs leave our workshops every month and, despite all the attention paid to production, it can unfortunately happen that a human error occurs. We are the first to be disappointed, and sincerely sorry if this affects 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.