Hella Heels Avaliações 

Resposta da Hella Heels

3 de ago. de 2026

Hi Adrina,

We're sorry that your order was impacted by an unexpected international transaction fee. We completely understand how confusing and frustrating it would be to see this on a domestic US order.

As we explained during our correspondence, this fee was not charged by Hella Heels. It was an international transaction fee applied by your card provider when your Cash App Card was used, despite your order being shipped from our US warehouse. Our payment systems are set up to process standard US-issued debit and credit cards in US dollars, and these payment methods do not incur this fee. The vast majority of our US customers pay using standard US payment methods without experiencing any international transaction fees. While Hella Heels is an Australian-registered business (a matter of public record), our checkout is configured correctly for US customers. Unfortunately, certain non-standard payment methods may be processed differently by the card provider, resulting in an international transaction fee outside of our control.

After investigating the issue with our ecommerce platform support, we were advised that, as the transaction itself was processed in US dollars rather than a foreign currency, the appropriate course of action for affected customer is to dispute the fee directly with their card provider. Although the fee was not imposed by Hella Heels, we refunded it in full as a gesture of goodwill and explained how it can be avoided on future orders by using a standard US bank-issued debit or credit card.

Regarding the other points raised, we're proud that the overwhelming majority of our customers have a positive experience with the quality of our products, as reflected in our many positive reviews. While no handmade product is entirely immune from the occasional manufacturing issue, any genuine manufacturing faults are assessed and resolved promptly by our customer service team in line with our warranty policy.

With respect to stock availability, despite our best efforts to maintain accurate inventory, occasional discrepancies can occur when fulfilling orders from a busy warehouse. If an item is unexpectedly unavailable, our team will always contact the customer to discuss the available options, including a full refund if preferred. Customers are never required to choose an alternative product.

Following the resolution of your own enquiry, you also let us know that you appreciated both the explanation and refund, and kindly praised our customer service agent for her patience and support. Given this, we're disappointed that your review does not reflect the resolution that was reached.

We welcome honest feedback based on customers' own experiences and are always committed to resolving any genuine concerns fairly and promptly.

Thank you again for your feedback.

Resposta da Hella Heels

29 de jun. de 2026

Hi Lisa,

Thank you very much for leaving a review. We’re sorry to hear you weren't entirely happy with some of the items received.

The replacement gems, as well as new HOAH ziplock bags, were introduced as our service improvement from a certain production batch. While Brown Sugar Slinga II has been restocked since we've made these improvements, Toffee Trap Slinga I has not, and therefore you have received its original version without the replacement gem pack and in the old packaging. We sincerely apologise for any confusion and inconvenience this may have caused.

If you find needing a replacement gem pack for your Toffee Trap Slinga I, please let our customer service know at hello@clubhellaheels.com and they can organise some to be sent out.

Team Hella

Resposta da Hella Heels

22 de abr. de 2026

Hi Maddy,

Thank you very much for sharing your experience with us, we are sorry to hear you don't seem to be getting any responses and can understand it would be frustrating.

Upon looking into this, your email provider might be filtering out our responses as we have been replying in a timely manner but not getting any replies back from you.

We can see you've now managed to register a return for the exchanged order. As we have switched our returns partner last month, during this transition phase all exchange orders registered for a refund have to be manually processed by us - please disregard the store credit option on the portal, we will cancel the store credit and manually refund your original order instead once the return has been processed by our returns team.

We hope this helps,
Team Hella

Resposta da Hella Heels

Atualizado em 21 de abr. de 2026

Hi Floriane,

Thank you for taking the time to share your experience, and we’re really glad to hear you love the quality and design of our shoes.

We completely understand how frustrating this situation must feel, and we’re very sorry for the inconvenience caused. Unfortunately, once a return parcel is in transit with the postal carrier, the delivery process is outside of our control. We appreciate how disappointing it is to incur return shipping costs when the parcel does not successfully reach us.

We would very much like to be able to provide prepaid return labels for all locations, however at present this is not supported by our fulfilment centre or returns portal for France. We understand this is not ideal, and we are continuously reviewing ways to improve the returns experience for our EU customers.

Regarding duties and taxes, these are calculated automatically at checkout based on current import regulations and thresholds set by local authorities. As these charges are determined by customs, they can vary depending on order value and destination country.

As you mentioned you enjoy wearing Hella Heels, you may wish to consider purchasing through our retail partner Pole Junkie Netherlands, who offers duty-free shipping and easier returns within the EU.

We truly appreciate your continued support and are very sorry this experience has been frustrating. If you would like our team to review your situation further, please feel free to reach out to us via email and we will do our best to assist.

Team Hella

Resposta da Hella Heels

21 de abr. de 2026

Hi Lydia,

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

In terms of response time, we aim to reply within 2 business days and work through enquiries from oldest to most recent. Sending additional messages on the same thread moves the conversation to the back of the queue, which can unfortunately result in a longer wait time.

Regarding the cosmetic marks, as our shoes are handmade, minor aesthetic imperfections can occasionally occur. The product description does mention the spray painted technique used for the particular style you've purchased, might lead to specks/dots/marks/imperfections within the paint. For small imperfections that do not affect the integrity of the shoe, we might offer a small partial refund following a photo assessment.

Before we had the opportunity to propose a solution, a 20% refund was requested in line with the Easter promotion that began after the order was placed. As our policy does not allow retrospective application of sale discounts, we offered a gift card of the same value instead. Following further correspondence, we also issued the partial refund corresponding to the aesthetic concern, in addition to the gift card as a gesture of goodwill.

We would also like to reassure that all reviews on our website are 100% authentic and submitted by verified customers following their purchase, as requested by an automatic email sent post purchase.

We always aim to provide fair and consistent resolutions, and we’re sorry that this experience has impacted your perception of our brand.

Please do not hesitate to reach out to our customer service team for any further assistance, we're aways here to help.

Team Hella

Resposta da Hella Heels

2 de abr. de 2026

Hi Chloe,

We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how disappointing it is when a product does not meet expectations, particularly when you were looking forward to using them.

Following a detailed review of the photos provided via your studio, we were unfortunately unable to identify any manufacturing fault in the area of the fabric tear, such as stitching that could have been faulty as there was no stitching in that area. The damage appeared consistent with the material catching on an external surface. While our shoes are made from high-quality materials and thoroughly tested, like all performance footwear they are not immune to mechanical wear or accidental damage.

With regard to the sole lifting, this is covered by our Sole Guarantee, and we offered reimbursement towards a local repair or shoe glue to resolve this as quickly as possible. We also confirmed we were happy to make an exception to our usual 3-month timeframe in this instance, as the purchase was made through a reseller.

We’re sorry that the process took longer than expected. As the purchase was made via a reseller, we were reliant on communication being passed on to us, and unfortunately there were delays in receiving responses until we followed up again ourselves. We understand how frustrating this must have felt and appreciate your patience while we worked to obtain the necessary information to assess the case.

Regarding reviews on our website, all feedback — both positive and negative — is manually reviewed by our team. This allows us to ensure we do not miss important feedback and to reach out directly via email where support may be needed, as this is the most effective way for us to properly investigate and resolve concerns.

We’re sorry again that this experience has left you feeling disappointed, and we remain happy to assist further via our customer service team if needed.

Team Hella x