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 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.


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.