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.


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 usually delivered within 1 – 3 working days.

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

Please be aware that delivery sometimes takes longer due to customs.


Depending on the delivery address shipping costs are as follows:

Within The Netherlands: Free
Shipping to Belgium and Germany: € 7,50
Shipping to European country (not Belgium & Germany): € 10,-
Outside Europe: € 15,-

All orders are insured for loss or damage during shipping.

Empress of Heels will send all packages DDU (Delivery Duty Unpaid), which means that import duties, customs and local taxes still have to be paid on delivery in a non-EU country to release your package.

Please be aware that we are not able to deliver to a post box or hotel.

All packages will be sent with PostNL, DPD or DHL. An important criteria for a courier company is that the shipping is CO2 neutral.

As soon as your package has been shipped, you will receive a track&trace code with which you can track your order.

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.

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


Click here for our exchange and return policy.

Shoes that have been worn and/or damaged cannot be returned, also shoes that will be returned after the 14 day return period might not be refunded. The return period of 14 days start from the moment the shoes have been marked as delivered by the transport company.

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.


Each product will show all the sizes available. Please not that we use Italian lasts which are a bit smaller and tend to fit small to normal width feet best. We advise you to order half a size bigger.

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.