IMPORTANT NOTICE: MADE-TO-ORDER PRODUCTS
All Hem and Heel products are custom Made-to-Order (MTO) items, handcrafted specifically according to each customer's specifications. Because of the bespoke nature of our products, we do not accept returns for change of mind, incorrect sizing choices, or buyer's remorse.
STANDARD RETURNS
Why We Cannot Accept Returns
Each pair of shoes is:
• Custom manufactured to your exact specifications
• Handcrafted using your selected materials, colors, and design options
• Made specifically for you and cannot be resold to another customer
Once production begins on your order, it cannot be cancelled, and the finished product cannot be returned simply because you changed your mind or are unhappy with choices you made during the ordering process.
Please carefully review all specifications, sizing, materials, and design choices before placing your order.
EXCEPTIONS: DEFECTS & QUALITY ISSUES
We stand behind the quality of our craftsmanship. We WILL accept returns or provide remedies in the following situations:
Manufacturing Defects
If your shoes arrive with a manufacturing defect, such as:
• Structural defects in construction
• Material defects (tears, holes, or flaws not caused by wear)
• Incorrect stitching or assembly errors
• Hardware failures (buckles, zippers, etc.) due to manufacturing issues
Incorrect Order
If we have made an error and shipped:
• A different style than what you ordered
• A different size than what you ordered
• Different materials or colors than specified
Quality Issues
If your shoes experience premature failure due to craftsmanship issues, such as:
• Soles separating within a short period of normal use
• Structural failure not caused by misuse or neglect
• Significant quality issues that make the shoes unwearable
HOW TO REPORT A DEFECT OR QUALITY ISSUE
If you believe your shoes have a defect or quality issue:
1. Contact us within 14 days of receiving your order
2. Provide the following information:
• Your order number
• Clear photographs of the defect or issue
• A detailed description of the problem
3. Do not attempt repairs yourself, as this may void any remedy we can offer
4. Wait for our response - our team will review your claim and respond within 3-5 business days
Contact Information:
Email: unlimitedshefa@gmail.com
Subject Line: "Quality Issue - Order #[YOUR ORDER NUMBER]"
DEFECT RESOLUTION PROCESS
Once we receive and verify your claim:
For Manufacturing Defects:
• We will arrange for the item to be returned at our expense
• We will either repair the defect or produce a replacement pair
• If neither is possible, we will issue a full refund
For Incorrect Orders:
• We will arrange for return shipping at our expense
• We will produce the correct item as quickly as possible
For Quality Issues After Use:
• We will assess the issue based on photographs and description
• If determined to be a craftsmanship issue, we will offer repair or replacement
• Normal wear and tear is not covered
WHAT IS NOT COVERED
The following situations are NOT eligible for returns or refunds:
• Change of mind - You simply don't like the shoes after receiving them
• Incorrect sizing choices - You selected the wrong size during ordering
• Comfort preferences - The shoes fit as designed but you find them uncomfortable
• Styling preferences - You changed your mind about the design after ordering
• Normal wear and tear - Scuffs, creases, sole wear from regular use
• Damage from misuse - Water damage, improper care, accidents
• Third-party modifications - Any alterations made by a third party
ORDER CANCELLATIONS
Before Production Begins
If you need to cancel an order before production has started, please contact us immediately. We may be able to cancel your order and issue a full refund.
After Production Begins
Once production has begun on your Made-to-Order item, cancellation is not possible and no refund will be issued. This includes orders in any stage of the manufacturing process.
SIZING ASSISTANCE
To help you choose the correct size and avoid disappointment:
• Review our Size Guide carefully before ordering
• Consider your foot measurements, not just your usual shoe size
• Understand that different shoe lasts (shapes) may fit differently
• Contact us if you have any questions about sizing before placing your order
We strongly encourage customers to reach out with sizing questions BEFORE ordering.
CONTACT US
For any questions about our return policy or to report a defect:
Email: unlimitedshefa@gmail.com
Last Updated: January 2026
