FAQ – Frequently Asked Questions
Shipping
How long does it take to process my order?
All orders are processed within 24–48 hours of being placed (excluding weekends and public holidays). Once dispatched, you'll receive a tracking number by email so you can follow your shipment every step of the way.
How long will delivery take?
Estimated delivery times once your order has been dispatched:
- United Kingdom: 2–5 business days
- International: 3–10 business days
Please note that these are estimates. Delays can occasionally occur due to courier issues, customs processing, or peak seasons.
Do you ship internationally?
Yes — we ship within the UK and to selected international destinations. Delivery is handled by trusted carriers chosen based on your location and order size.
Will my order arrive in discreet packaging?
Absolutely. All orders are shipped in plain, discreet packaging with no indication of the contents on the outside of the parcel. Your privacy is important to us.
Sizing & Fit
How do I find my correct size?
We recommend checking the size guide on each product page before ordering. Our heels are designed with extended sizing in mind. If you're between sizes, we generally suggest sizing up for comfort. If you have any questions about a specific style, feel free to contact us before ordering.
What if the shoes don't fit?
If the fit isn't right, you can request a return within 14 days of receiving your order, provided the footwear is unused, unworn (indoors only), and returned in its original condition with all packaging and tags included. Please read our full Returns & Refund Policy for details.
Returns & Refunds
Can I return my order?
Yes. Under the Consumer Contracts Regulations 2013, you have the right to request a return within 14 days of receiving your order. To be eligible, items must be:
- Unused and unworn (indoor try-on only)
- Returned in original condition
- Accompanied by all original packaging, tags, and accessories
We reserve the right to refuse returns showing signs of outdoor wear, use in club or public environments, or any damage, marking, or alteration.
Are made-to-order items returnable?
Made-to-order items follow the same hygiene and condition requirements as our standard range. Returns are accepted within 14 days, provided the item is unused and in its original condition. Please contact us before returning to confirm eligibility.
What if my item arrives damaged or incorrect?
If you receive a defective item or the wrong product, please contact us within 48 hours of delivery with your proof of purchase and clear photos. If your claim is approved, we will offer a replacement or refund at our discretion.
How are refunds processed?
Approved refunds are returned to your original payment method. Please note that shipping costs are non-refundable.
Payment & Security
Is it safe to pay on Grande Heels?
Yes. Our store is secured with SSL encryption and payments are processed through Shopify's trusted, PCI-compliant checkout. Your card details are never stored on our servers.
What payment methods do you accept?
We accept all major credit and debit cards, as well as other payment methods available at checkout.
Still have questions?
We're happy to help. Contact our support team and we'll get back to you as soon as possible.