Dear Customer, we try our best from our end to provide you the best customer experience.

**The delivery of your order is subject to availability of stock.

**Check and receive your product in front of the delivery man. If your product is damaged, defective, incorrect or has any mismatch in size or pricing issue at the time of delivery, please return it immediately to the delivery person.

If you need help, call our customer service at +8801849642040. (9.00 am to 9.00 pm except Govt. holidays) But if you can't reach customer service, you can send a message to our FB page Inbox.

Ordering Policy

• Service is only available for articles (products) which are shown in stock on our website
• The delivery of your order is subject to availability of stock.
• Only one product should be booked in one order, in case any customer needs to order multiple products or same products in multiple quantities, customers will need to place multiple separate orders.
• Currently, each order will be shipped only to a single destination address. If customers wish to ship products to different addresses, customers will need to place multiple separate orders.
• Orders that are paid for cannot be canceled.
• For Order related queries, please kindly contact our Customer Service at +8801849642040. (9.00 am to 9.00 pm except Govt. holidays)

Shipping Policy

We are committed to delivering your order accurately, in good condition, and on time. While we will endeavor to ship all items in your order together, this may not always be possible due to product characteristics, or stock availability.

Please note our shipping policy as follows:

• We make our best efforts to ship each item in your order within 3 to 5 working days inside Dhaka metropolitan city and 7 to 10 working days outside Dhaka.
• We ship on regular week days (Sunday to Thursday), excluding public holidays.
• Currently, each order will be shipped only to a single destination address. If customers wish to ship products to different addresses, customers will need to place multiple separate orders.
• While we endeavor to ship all items your order accurately, in good condition, and on time, your order may get canceled or delivery may get delayed due to size unavailability, product unavailability or courier issues.
• To ensure that your order reaches you in the fastest time and in good condition, we only ship through reputed courier agencies

Size Change

Dear Customer,

We are committed to ensure your satisfaction with any merchandise you have ordered from heelshoes.co.uk. The delivery of your order is subject to availability of stock. You are expected to check and receive your product in front of the delivery man. If your product is damaged, defective, incorrect or has any mismatch in size or pricing issue at the time of delivery, please return it immediately to the delivery person.

If the size doesn't fit, you can exchange the size of the product bought from HEEL Shoes E-Commerce site within 3 days from the delivery date. We will not accept the exchange request if you request for exchange after 3 days from the delivery date.

We will only accept that the product(s) being returned for exchange is unused, clean, and in their original state and packaging. In this case please contact our customer service regarding which store can be the most convenient one for you to get the replacement from depending on the product, size and stock availability.

You have to call our customer service at 01849642040. (9.00am to 9.00pm except Govt. holidays) to initiate the exchange.

An exchange cannot be done with a product of a different model.

Please keep your invoice safe and intact as it is essential to give the same to the store while getting your product exchanged.

Refund

We don't process refunds for orders which are in "Shipped". We only process refunds for Cancel, Pending or Returned orders. If your order is shipped, you are requested to check with the 3rd Party Logistics Provider first to whom your consignment is provided.

After getting your refund request, our team will process the refund after cross checking and verifying whether your product has reached you or not.

Please provide your details such as Order No, Order Date, Contact No. (the number from which your order was created), payment method (Bkash/Nagad/SSLCommerz) and any other relevant information.

For Bkash and Nagad payment, we disburse our refund only via Bkash. Please provide your preferred Bkash number in which you want to receive your refund. (Ideally the number should be same through which you paid via Nagad/Bkash)  

If you pay via your debit/credit card (via SSLCommerz) and make a refund request, after cross checking and processing from our end it may take 15-20 working days from the end of SSLCommerz to disburse your refund.

If you pay via Bkash/Nagad and make a refund request, after cross checking and processing from our end it may take 15-20 working days from the end of Bkash to disburse your refund.

Terms & Conditions for HEEL Shoes Gift Card/ Gift Vouchers

• These vouchers can only be redeemed at any directly owned HEEL Shoes across Bangladesh but, not from any of the dealer or franchised and Online stores. You can find the list of our HEEL Shoes from which you can redeem your voucher in the Store List.
• With this voucher, customers will be allowed to buy products of their choice which are of regular price. Discounted products will not be sold through gift vouchers.
• This voucher is not applicable for the Cash on Delivery method. It is up for purchase through pre-payment only (Mobile Banking or Debit/Credit Card).
• The voucher will be activated within 24 working hours of the purchase date through a confirmation SMS.
• The voucher will remain valid up to 2 months from the date of activation.
• To redeem a voucher, the customer must provide their contact number, order source & voucher amount at the store counter. A one-time OTP will be generated & sent to the customer & the customer will be required to show the code at the counter.
• Customers have to purchase the same or higher than the actual voucher value, the customers will have to pay the extra amount through cash, bKash or (debit/credit) card at the store.
• Customers are not eligible to buy more than 10 products in one invoice. One customer can purchase a maximum of 2 quantities of a single product/design in a single invoice.
• This voucher is neither exchangeable for any rewards; nor refundable, replaceable or transferable for cash or credit under any circumstances.
• A consumer can redeem a maximum of 2 vouchers daily from one or multiple accounts.

Warranty Claim Issue

PROCESS OF RECEIVING WARRANTY CLAIM SETTLEMENT

Dear Customer, we try our best from our end to provide you the best customer experience. We are committed to ensure your satisfaction with any merchandise you have ordered from Batabd.com. The delivery of your order is subject to availability of stock. You are expected to check and receive your product in front of the delivery man. If your product is damaged, defective, incorrect or has any mismatch in size or pricing issue at the time of delivery, please return it immediately to the delivery person.

But still if you face product issues which complies with our warranty policy stated below, please kindly call our customer service at 01849642040. (9.00am to 9.00pm except Govt. holidays).

Our CS will initiate the claim process and only after that you will be requested to return the product to your nearby HEEL Shoes store. The store manager will receive the claim according to our regular Warranty Claim policy. The store manager will send the product to the central warehouse for the claim and central warehouse will confirm for settlement after checking the product according to the Warranty claim procedure.

After receiving, verifying and cross checking of your claim product, we will issue a voucher equal to your paid amount against the number from which you have paid for the order.

After the voucher gets activated, you can purchase any product equal to or more than the voucher amount in any nearby HEEL Shoes directly owned store. If your purchase amount is more than the voucher amount, you have to pay the difference in the store.

Please kindly note that no further Warranty Claim or Exchange will be provided to the products which you have purchased via your issued claim voucher.

WARRANTY POLICY

100% claim of paid amount provided for merchandise bought from heelshoes.co.uk in case of any major manufacturing defects, if the concerned issue is raised to our customer service and then the product is brought to our store within 30 days from the date of the delivery.

*HEEL Shoes reserves the right not to any fraudulent claim and make final decisions on any claim settlement.

*No claims will be provided for discounted products having more than 10% discount.

*In case of minor defects, customers will get a repair service.

DEFINITION OF CLAIM

A Shoe/Accessory manufactured and sold by heelshoes.co.uk which develops any defect during the course of normal wear by the customer.

For Shoes:

• If the upper is damaged and/or becomes discolored.
• The upper or sole is torn due to bad stitching and/or bad material.
• Sole detachment occurs due to bad adhesion.
• The sole/insole/material is cracked or spoiled due to bad material.

For Non Footwear (Bags, Wallets)

• Discolor on buckles
• Material cracked or damaged due to bad material
• Chain or handler detached due to poor stitching