OVERVIEW
At Hem and Heel, all of our footwear is Made-to-Order (MTO) and custom crafted specifically for each customer. Shipping occurs only after your order has completed the production process.
PRODUCTION TIMES (BEFORE SHIPPING)
Since all items are custom made, please allow for the following production times before your order ships:
• Standard MTO: Approximately 4 weeks
• FastLane Production: 6-8 business days
• 48h Rush: 48 working hours
• Bulk Orders: Approximately 8 weeks
Note: Shipping times are ADDITIONAL to production time. Your order will ship once production is complete.
SHIPPING PROCESS
Order Confirmation
When you place an order, you will receive an order confirmation email with your order details.
Production Updates
During production, you may receive updates on the manufacturing status of your order.
Dispatch Notification
Once your order is complete and ready to ship, you will receive a dispatch confirmation email containing:
• Your tracking number
• Carrier information
• Estimated delivery timeframe
Tracking Your Order
You will be able to track your shipment online using the tracking number provided in your dispatch email. Tracking numbers typically become active within 24 hours of the order being dispatched.
SHIPPING COSTS
Shipping costs are calculated at checkout based on:
• Your delivery location
• The size and weight of your order
• Selected shipping method
Shipping costs will be clearly displayed before you complete your purchase.
IMPORTANT: We do NOT offer free shipping. All shipping costs are calculated and displayed at checkout.
DELIVERY TIMEFRAMES
Once your order has been dispatched, typical delivery times are:
• United States (Domestic): 5-10 business days
• Europe: 5-10 business days
• International: 7-14 business days
Delivery times may vary depending on customs processing and local postal services.
SHIPPING CARRIERS
We work with reliable international shipping carriers to ensure your order arrives safely. The specific carrier used will be indicated in your dispatch confirmation email.
CUSTOMS & IMPORT DUTIES
For international orders, please be aware that:
• Your order may be subject to import duties, taxes, and customs fees
• These charges are the responsibility of the recipient
• Hem and Heel has no control over these charges and cannot predict their amount
• We recommend contacting your local customs office for more information
DELIVERY ADDRESS
Please ensure your delivery address is correct and complete when placing your order. We are not responsible for orders shipped to incorrect addresses provided by the customer.
If you need to update your delivery address after placing an order, please contact us immediately. Address changes may not be possible once production has begun.
MISSING OR LOST PACKAGES
If your package appears to be lost or has not arrived within the expected timeframe:
1. First, check your tracking information for the latest status
2. Contact us with your order number and tracking details
3. We will work with the shipping carrier to locate your package
CONTACT US
For any shipping-related questions, please contact our customer service team:
Email: unlimitedshefa@gmail.com
Last Updated: January 2026
