Frequently asked questions

Below, you will find the most frequently asked questions by other customers. Couldn’t find the answer to your question? Please contact us, we would love to help you.

Placing an order

Placing an order is very easy, follow these steps to place an order:

  • Click on the shoes you want to buy
  • Select the right size and add the shoes to your shopping cart
  • In your shoping cart, you can view your selected products and remove if necessary
  • To complete your purchase, click on ‘purchase’ and follow the instructions 

The vegan heels of Empress of Heels are produced according to Italian sizes, please order ½ size bigger then your normal size.

The available sizes are displayed in the dropdown menu at your desired pair of shoes. If your size is out of stock, you can leave your email. As soon as the product is in stock, we will send you a message via email.

After placing your order, you will receive a confirmation email. As soon as your order is verified and shipped, you will receive your track- and- trace via email.

If your order is not shipped yet, you can adjust or cancel your order. Reach out as soon as possible to contact@empressofheels.com. Make sure to mention your order number and details.

Payment and account

We accept the following payment methods:

  • iDeal
  • Creditcard
  • PayPal
  • Klarna
  • Bank transfer
Protecting your data is our highest priority. Our website uses SSL (Secure Socket Layer) technology, so your data will be safe.

All information that is needed to complete your order will only be used for your order. For more information and our privacy policy, click here.

SHIPPING

If your order has not been shipped yet, you can adjust or cancel your order. Reach out to us via email and make sure to mention your order number and details.

Orders will be shipped within 24 hours on working days. Orders placed on Sundays and holidays will be processed on the next working day.

Within the Netherlands, orders are delivered within 1 – 3 working days.

Outside the Netherlands, orders are delivered within 1 – 14 working days.

Click here for an indication of the shipping time. If your country is not listed, please contact us.

Unfortunately, it’s not possible to ship your order to a PO box or hotel.

All orders will be shipped for free. However Empress of Heels will send all packages DDU (Delivery Duty Unpaid), which means that import duties still have to be paid on delivery in a non-EU country.

All packages are sent with PostNL or DPD. As soon as your package has been shipped you, will receive a track & trace code with which you can track your order.

EXCHANGE AND RETURN

Click here for our exchange and return policy.

Shoes that have been worn and/or damaged cannot be returned, even shoes that fall outside the return period of 14 days can no longer be returned.

 

Within 14 days after receipt of your returned order, you will receive the full purchase amount, including shipping costs, provided that the return conditions have been met.

If you return part of your order, the shipping costs will not be credited.

The costs for returning your order are for you, these costs will not be reimbursed by us.

PRODUCTS AND AVAILABILITY

Each product has a size chart, which you can also find here.

A large part of the Empress of Heels collection is a permanent collection, which means that the shoes will be back in stock if they are not available.

You can sign up to be notified by email as soon as your favorite pump is available again.

If it concerns a pair from a one-time collection, it will unfortunately no longer be available.

Initially, women’s sizes 36 to 41 are available, including half sizes and eventually the shoes will be available up to size 43.

Yes, the Empress of Heels shoes are completely vegan, no animal product is used to make the shoe. In addition, almost all materials are made from recycled material. The materials that are not recycled are sustainably produced.

For more information about the shoes and the materials used, click here.