At Heythemis, we aim to provide a seamless shopping experience while supporting sustainable and ethical footwear brands. Since each vendor operates independently on our marketplace, return and refund policies
vary by brand. Please read the following guidelines carefully before making a purchase.
1. General Return Policy
• As Heythemis is a multi-vendor marketplace, each brand sets its own return and refund policy.
• Before purchasing, please review the vendor’s return policy on the product page.
• If you wish to return an item, you must submit a request to us, and we will coordinate the return process with the vendor.
2. Conditions for Returns
To be eligible for a return, the following conditions typically apply (subject to each vendor’s policy):
• The item must be unused, unworn, and in its original packaging with tags attached.
• Returns must be requested within the vendor’s specified return period (e.g., 14 or 30 days from the delivery date).
• Some products, such as custom-made, final sale, or clearance items, may not be eligible for return.
If you are unsure about a vendor’s return eligibility, please check the product page or contact the vendor directly.
3. How to Request a Return
3.1. Check the Vendor’s Return Policy: Visit the product page to confirm the vendor’s return terms.
3.2. Contact the Vendor: Use the vendor’s contact details provided on their store page or order confirmation email.
3.3. Follow the Vendor’s Return Instructions: The vendor will guide you on where to send the item and provide any necessary return labels (if applicable).
3.4. Ship the Item: Ensure the product is securely packaged and returned within the required timeframe.
Vendors may require proof of purchase (order number, receipt, etc.) before processing your return.
4. Refund Policy
• Refunds are issued directly by the vendor once the returned item is received and inspected.
• If the return is approved, vendors will process the refund to your original payment method within the timeframe specified in their policy.
• Refund processing times may vary depending on the vendor and your payment provider.
• Shipping fees are typically non-refundable unless the return is due to a vendor error (e.g., wrong item, defective product).
If you do not receive a refund after the vendor has confirmed approval, check with your payment provider as processing times may vary.
5. Exchanges
• Exchanges are subject to the vendor’s policy and product availability.
• If you need a different size or color, check with the vendor to see if an exchange is possible.
• Some vendors may require you to return the original item and place a new order.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, follow these steps:
6.1. Contact the Vendor Immediately: Provide order details and clear photos of the issue.
6.2. Vendor Resolution: The vendor may offer a replacement, refund, or alternative solution based on their policy.
6.3. Return Process (if required): If the vendor requests the item to be returned, follow their return instructions.
If the vendor does not respond within a reasonable time, you may contact Heythemis Support for assistance.
7. Non-Returnable Items
Certain items may not be eligible for return or refund, including:
• Custom-made or personalized products
• Final sale or clearance items
• Gift cards or promotional vouchers
• Worn or used shoes that show signs of wear
Vendors will specify if an item is non-returnable on the product page.
8. Dispute Resolution
If you have contacted the vendor but cannot resolve a return or refund issue, you may escalate the dispute to Heythemis.
8.1. Submit a Support Request: Email support@heythemis with your order details, vendor communication, and evidence of the issue.
8.2. Heythemis Review: We will review the dispute and may mediate between you and the vendor.
8.3. Resolution Outcome: While Heythemis does not process refunds directly, we will work to facilitate a fair resolution.
Heythemis reserves the right to limit support for disputes that do not align with the vendor’s stated policy.
9. Contact & Support
For questions about a return or refund, please contact the vendor directly. If you need additional support, reach out to Heythemis at:
Email: support@heythemis
Address: 27 Old Gloucester Street, London, WC1N 3AX
Thank you for shopping with Heythemis and supporting sustainable footwear!