Which items can I return?

You may return your “ customisable ” and “ready-to-ship” items within 30 days of your order’s delivery. This period exceeds the 14-day legal right of withdrawal provided by law. Please review our return policy below before requesting an exchange or refund.

Please take a few minutes to read these terms and conditions before submitting your request: this will help you avoid any unpleasant surprises, and we’ll be able to process your return more quickly. To request a return, exchange, or refund, select your geographic region below.

• Each item must be returned in its original condition, unworn, with all parts and tags attached.

• The soles must be clean and show no signs of use. Please try on your shoes indoors on a smooth, clean surface (preferably carpet or a rug) when you receive them, so as not to soil or damage the soles in case of a return. If you have any questions about whether your return is eligible, you’ll find some examples here.

• Out of respect and to ensure the hygiene of our returns team, we ask that you please clean the soles of your shoes and your carrying bag if there is any pet hair on them.

• Gifts provided free of charge are not eligible for a refund.

• Important: Since our shoes are handmade, they may have slight imperfections (glue marks, minor irregularities in the finish, etc.). As long as they match the product description and do not affect the shoe’s usability or quality, these are not considered defects. If your request is actually for a size change or a change in options, it will be treated as a standard return, and you will be responsible for the return shipping costs.

What if the returned pair has been worn or damaged?

Each pair is shipped to you brand-new, with clean insoles and no signs of use. A minor imperfection or sizing issue does not justify wearing the pair outdoors or damaging it. If the returned pair has been worn or damaged beyond a simple try-on, the following rules apply:

• If you have requested a refund and the pair you received does not meet the return criteria ( damaged or dirty soles, etc.), an amount corresponding to the depreciation in the pair's value will be deducted from your refund.Here area few examples.

• If you have requested an exchange and the pair you received does not meet the return criteria (damaged or dirty soles, etc.), you will be required to pay an amount corresponding to the depreciation in the pair's value in order to receive the replacement pair. You can findsome examples here.

• In both cases, you will be notified of the amount deducted, along with the details justifying it (photos of the pair received), before any refund is issued or a new pair is shipped.

Which items can I exchange?

• We can exchange your item for the exact same model only, with different options (size, heel height, sole).

• If you'd like a different style or heel type (stiletto, chunky, or flared), place a new order for the item you want and return the first item for a refund.

• No exchanges are allowed for our "ready-to-ship" pairs: you can only request a refund.

• Exchanges follow the same production, shipping, and delivery timelines as a standard “ customisable ” order, starting from the time we receive and process your return package. Once the exchange is complete, you will receive an order confirmation with a new order number.

• If you'd like to change your shipping address for an exchange, submit a refund request and then place a new order with your new address.

Incorrect, damaged, or defective item

These situations are not covered by the return policies listed above. They are handled at no cost to you; we will send you a prepaid return label after reviewing your request, under the terms of the legal warranties and ourcommercial warranty. This procedure applies only to issues discovered upon receipt, on a pair that has not been worn or used:

• Incorrect item(different style, size, or options than what you ordered): In your return request, select the reason “Incorrect item” and include photos of the item and its insoles. If an incorrect pair has been worn beyond a simple try-on (e.g., worn outdoors, during classes, or with worn-out insoles), your request will be processed as a standard return, and the depreciation rules described on this page will apply.

• Item damaged or defective upon receipt(noticed only upon opening the package): Despite our quality controls, if your pair has a manufacturing defect, select the reason “Item damaged or defective” in your return request and include photos or videos of the item. If the pair shows signs of being tried on or used, your request will be reviewed on a case-by-case basis: these signs do not void your warranty, but we may take them into account when determining the cause of the problem—for example, damage caused by use rather than a manufacturing defect. We’ll notify you of our decision along with the specific evidence supporting it (photos, findings). If our review determines that the issue is not due to a defect on our part, your request will be processed as a standard return, subject to the described depreciation rules.

• Defect that appeared after several uses: Your pair remains covered by the legal warranty of conformity starting from the date of delivery. Your request will be reviewed in accordance with the terms outlined on ourWarranty page.

How long will it take to get my money back?

• Once we receive your return, we will process it within 5 business days. After inspecting the item, we will send you an email to confirm the amount of your refund.

• The refund will be issued via the original payment method no later than 14 days after you notify us of your decision to cancel. We may delay the refund until we receive the item or until you provide us with proof that it has been shipped. Please allow 1 to 10 business days , depending on how quickly PayPal or your bank processes the transaction.

Are there any return shipping costs?

• You are responsible for the return shipping costs (see below for our service provider's rates for certain countries). For exchanges, you only pay the return shipping costs: we will process the exchange and send you the new pair at no additional cost.

• In the event of a refund following a cancellation, the original shipping costs will be refunded, up to the cost of the least expensive standard shipping option we offer. Any additional charges associated with a more expensive shipping method you selected will not be refunded. In the event of an exchange, the original shipping costs will not be refunded.

Additional Information

• Holiday Season: For orders placed between November 1 and December 24, the return period is extended to 60 days after your order is delivered. This means you can order with confidence and return your order after Christmas.

• Black Week : When exchanging an item purchased with a promo code from Black Week, the discount remains valid. For orders placed using the code BLACKWEEK25 (2 pairs or more), if a refund is requested and only one pair is kept, the discount BLACKWEEK20 is then applied to that pair, in accordance with the discounts listed on Black Week : 20% off with the code BLACKWEEK20 for the purchase of one pair; 25% off with the code BLACKWEEK25 for the purchase of 2 pairs or more.

• Items in the “Final Sales,” “Second Chance,” and “Last Chance” categories are not eligible for the extended 30-day return period or for exchanges. They remain subject to the statutory 14-day right of withdrawal from the date of receipt (refund only).

• If you have any questions or encounter a problem regarding returns, exchanges, and refunds, please contact us by email at contact@joheela-shop.com, specifying your order number.