GENERAL FAQ

You're not alone! Here are the frequent questions we hear, and their answers!

Contact us via live chat during business hours, or drop us a line at [email protected]. We are glad to lend a hand.

We don't have a brick-and-mortar store, we are online only. However, our offices are in the US and we have fulfillment centers all across the country.

Occasionally our emails inadvertently end up in junk mail, spam or even your promotions folder. To ensure our messages reach you, please add [email protected] to your “safe senders” list. We don’t spam, and opting out of our emails is easy as a single click!

We offer 10% off military discount. If you are a designer, please contact us via email including the name of your firm and what you'd like to purchase. We'd be glad to open a designer's account for you! We do not offer wholesale accounts.

CHECKOUT

Please call us at +393399958387 and we will be happy to take your order over the phone. We are available to take your call 9am-5pm Eastern time.

Make sure you've checked out our sale exclusions here! If your item is already discounted or is from a brand we're not allowed to discount, this is most likely the reason!

CANCELLATION

We will do our best to try and cancel an order if we hear back from you immediately. Unfortunately, once an order is submitted it is placed into processing immediately. Under normal circumstances, this is a good thing for you, getting your order shipped fast! Custom orders cannot be cancelled once submitted. We cannot cancel an order once it has been shipped.

CHANGES

You need to change the shipping address, style of the product you purchased or add an item to your order? Please contact us immediately and we'll be glad to make any changes to your order as long as it hasn't been shipped yet. The only orders that we can't make make changes to are custom orders.

Not usually, but contact us to see if we can help you out. Please do not open or unbox your items if you plan to ask. If the exchange is accepted, shipping charges both ways will be applied.

SHIPPING

We regret that we cannot offer Free Shipping to international orders and some brands do not allow us to ship their products outside the US. To verify eligibility for shipping abroad, please drop us a line at [email protected] with your full address, and let us know what products you are shopping for. Most shipping quotes are returned the same business day. Please note that duties and custom fees are decided at your country's border and we are unable to provide estimates for those charges.

Estimated ship dates are provided on every product page, so that you can manage expectations for your delivery! Many of our products ship directly from the manufacturer. The dates provided are our best estimate as to when your order will be dispatched, and are not guaranteed.

Please refer to the shipping estimate while checking out for an initial time estimate. It is important to us that you receive your order as quickly and inexpensively as possible. Depending on your location and your order we will pick the carrier that will get your package to you as quickly as possible. We also try and ship orders the day after you place them, when possible. Sometimes due to events beyond our control, items will be pushed back further on the delivery estimate. If this is the case for your order, we will reach out immediately to update you!

If your order ships small parcel ground, it can take from roughly 1-7 days to reach you once it ships in the lower continental US, barring any delays from ground carriers. If it ships via freight carrier, it can take roughly 2-4 weeks to reach you once it ships, and this is just an estimate. If you aren't sure whether your order will ship via freight carrier or small parcel ground, please reach out and ask and we'd be glad to advise so you can be prepared!

Returns

If you aren’t happy, we aren’t happy! We have a 100% Satisfaction Guarantee on all products not marked as non-returnable. They may be returned within 14 days of receipt of the product for a complete refund* to the same credit card it was purchased on, less the actual shipping and handling fees. After 14 days, up to 30, we will gladly issue a store credit or exchange, less the actual shipping and handling fees. We do not accept any returns after 30 days from delivery of the product. Items must be returned in original, unused condition and in the original packaging. Packaging must not be defaced in any way.

Examples of non-refundable items at expensiveheels are high chairs, bouncers, strollers, car seats, furniture items, mattresses, and personalized/custom items. They cannot be returned, exchanged, or canceled once the order has been placed. All non-refundable items should be marked on the item's page, but if you are unsure whether or not the items you are interested in can be returned please email us at [email protected] or use our site's live chat function during regular business hours.

*Shipping charges will also apply to exchanges. Please note that returned items purchased with or without a free shipping offer or promotion will have the actual shipping and handling fees (paid by expensiveheels to the freight carrier) subtracted from the refund. Please allow up to 10 days to see your credit on your statement.

Contact our Customer Service team at [email protected]. Our team will issue you a return number (RMA Number) and the address to which you'll ship your return. Items must be received back at our warehouse within 10 days of receiving your RMA number. Repack the merchandise in the original packaging with all tags in place. Items must also come from a non-smoking environment. Basically, all returns and exchanges just need to be in re-sellable condition. 

If you receive an item from us that arrived damaged during shipping, or is defective in any way, please contact us immediately at [email protected]. All we will request is a few images of the damage (and packaging, if applicable) and we will work to get you a replacement as soon as possible! If you see any damage on the package upon delivery, please note it on the BOL (Bill of Lading). This will help us get your replacement quicker. Please note that any damaged shipments must be reported to us within 24 hours of delivery to ensure seamless resolution.

We cannot cancel an order once it has been shipped. If you would like to return your order after it has already shipped, please contact us to receive an RMA Number after the package has been delivered. If a package is refused the customer is liable for all round-trip shipping and handling fees incurred, and some restock fees may apply. The card used to place the initial order will be charged any shipping fees.