Refund and Return Policy

Last Updated: November 15, 2026

At Golden Heel, customer satisfaction is important to us. We want you to feel confident when shopping for your favorite high heels and boots. If you are not completely satisfied with your purchase, we are here to help.

Please read our Refund and Return Policy carefully to understand your rights and the procedures for returning products.

1. Right of Withdrawal – 14 Days

In accordance with applicable European Union and Belgian consumer protection laws, you have the right to withdraw from your online purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day you, or a person designated by you (other than the carrier), receive the goods.

To exercise your right of withdrawal, you must notify us of your decision within the 14-day period by sending an email to:

Email: hello@goldenheel.co

Please include the following information:

Your full name.
Your order number.
The product(s) you wish to return.
A clear statement that you wish to withdraw from your purchase.

You may also use any other clear written statement expressing your decision to cancel the purchase.

2. Return Conditions

To ensure a smooth return process, we recommend that returned products meet the following conditions:

Products should be unused and in their original condition.
Shoes should only have been tried on indoors on a clean, suitable surface.
Products should be returned with their original accessories and packaging, where possible.
Products should not show signs of excessive wear, damage, or alteration.

You may handle and inspect products to the extent necessary to establish their nature, characteristics, and functioning, as you would in a physical store.

If a product has been handled beyond what is necessary for inspection, you may be responsible for any resulting diminished value, as permitted by applicable law.

These conditions do not affect your statutory rights regarding defective or non-conforming products.

3. Return Shipping Costs

Unless the product is defective, damaged, or incorrectly supplied, customers are responsible for the direct costs of returning products when exercising their right of withdrawal.

If you received an incorrect, defective, or damaged product, please contact us before arranging the return. We will provide appropriate assistance in accordance with applicable consumer protection laws.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been processed.

4. Refund Process

Once we receive your returned product or receive proof that you have sent it back, where applicable, we will process your refund.

Refunds will be issued within 14 calendar days of receiving your withdrawal notification. However, we may withhold the refund until we have received the returned products or you have provided evidence that they have been sent back, whichever occurs first.

Approved refunds will include:

The purchase price of the returned products.
The original standard delivery charges paid for the order.

If you selected a more expensive delivery option than our least expensive standard delivery method, the additional delivery costs will not be refunded.

Refunds will be issued using the same payment method used for the original transaction, unless you expressly agree otherwise. You will not incur additional fees for receiving your refund.

5. Damaged, Defective, or Incorrect Products

We carefully aim to ensure that every pair of shoes and boots meets our quality expectations.

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

Please provide:

Your order number.
A description of the issue.
Clear photographs showing the damage or incorrect product, where applicable.

Email: hello@goldenheel.co

We will review your request and provide an appropriate solution in accordance with Belgian and European consumer protection legislation.

For products that do not conform to the sales agreement, you are entitled to the applicable legal remedies, including repair or replacement free of charge and, where legally justified, a price reduction or refund.

6. Legal Guarantee

All new products purchased from Golden Heel are covered by the applicable Belgian statutory legal guarantee of two years from delivery.

This guarantee covers defects and lack of conformity that existed at the time of delivery and become apparent during the guarantee period.

If you discover a defect, please notify us within two months of discovering it, as required under Belgian law.

The legal guarantee does not cover damage resulting from normal wear and tear, misuse, accidents, or improper care where such damage is not attributable to a lack of conformity.

Nothing in this policy limits or excludes your statutory consumer rights.

7. Exchanges

If you would like a different size, color, or style, please contact our customer service team.

We will advise you on the available options and the appropriate return procedure.

Any exchange remains subject to product availability and your statutory consumer rights.

8. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at hello@goldenheel.co.

If your order has already been dispatched, you may exercise your applicable statutory right of withdrawal after receiving the goods.

9. Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply to certain products and circumstances established by law.

For example, this may include:

Products made to the customer's specifications or clearly personalized.
Other products or services falling within the legal exceptions under applicable consumer protection legislation.

Any applicable exception will be communicated in accordance with legal requirements.

10. Contact Information

If you have questions about our Refund and Return Policy or need assistance with a return, please contact us.

Golden Heel

Email: hello@goldenheel.co

Business Address:

Cafmeyerstraat 20
1970 Wezembeek-Oppem
Belgium

Our customer service team will do its best to assist you and make your shopping experience as pleasant as possible.

Thank you for shopping with Golden Heel. We appreciate your trust and support!