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.

Please note that our warranty does not cover scratches or scuffs on shoe materials, as these are signs of normal wear and tear associated with dancing in heels. Shiny materials such as vinyl or shiny leather are particularly susceptible to this type of wear, especially if your choreography includes floor moves . Wear and tear on soles is also common over time, especially when dancing on rough or unsmooth surfaces (e.g. textured parquet floor ). These signs of wear are not covered by the warranty and do not entitle you to an exchange or refund.

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 :

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 free of charge.
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.
Strass :
  • Within 12 months of purchase: if rhinestones fall out, we will send you new rhinestones.

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

Materials :
  • Within 30 days of delivery: if the item has been used as intended and recommended (see product description), but the material has become damaged or abnormally loose, we can send you a new pair.
  • Within 6 months of delivery: if the item has been used as intended and recommended, but the material has become abnormally damaged or torn, we will offer you a promotional code proportional to the defect and the time elapsed since purchase, so that you can buy a new pair.
Broken pair (heel, zip) :
  • 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. 

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 "Damaged (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.

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.

Claims platform :