Hella Heels レビュー 146

Hella Heels からの回答

1日前

Hi Maddy,

Thank you very much for sharing your experience with us, we are sorry to hear you don't seem to be getting any responses and can understand it would be frustrating.

Upon looking into this, your email provider might be filtering out our responses as we have been replying in a timely manner but not getting any replies back from you.

We can see you've now managed to register a return for the exchanged order. As we have switched our returns partner last month, during this transition phase all exchange orders registered for a refund have to be manually processed by us - please disregard the store credit option on the portal, we will cancel the store credit and manually refund your original order instead once the return has been processed by our returns team.

We hope this helps,
Team Hella

Hella Heels からの回答

2日前に更新

Hi Floriane,

Thank you for taking the time to share your experience, and we’re really glad to hear you love the quality and design of our shoes.

We completely understand how frustrating this situation must feel, and we’re very sorry for the inconvenience caused. Unfortunately, once a return parcel is in transit with the postal carrier, the delivery process is outside of our control. We appreciate how disappointing it is to incur return shipping costs when the parcel does not successfully reach us.

We would very much like to be able to provide prepaid return labels for all locations, however at present this is not supported by our fulfilment centre or returns portal for France. We understand this is not ideal, and we are continuously reviewing ways to improve the returns experience for our EU customers.

Regarding duties and taxes, these are calculated automatically at checkout based on current import regulations and thresholds set by local authorities. As these charges are determined by customs, they can vary depending on order value and destination country.

As you mentioned you enjoy wearing Hella Heels, you may wish to consider purchasing through our retail partner Pole Junkie Netherlands, who offers duty-free shipping and easier returns within the EU.

We truly appreciate your continued support and are very sorry this experience has been frustrating. If you would like our team to review your situation further, please feel free to reach out to us via email and we will do our best to assist.

Team Hella

Hella Heels からの回答

2日前

Hi Lydia,

We’re sorry to hear about your experience and appreciate you taking the time to share your feedback.

In terms of response time, we aim to reply within 2 business days and work through enquiries from oldest to most recent. Sending additional messages on the same thread moves the conversation to the back of the queue, which can unfortunately result in a longer wait time.

Regarding the cosmetic marks, as our shoes are handmade, minor aesthetic imperfections can occasionally occur. The product description does mention the spray painted technique used for the particular style you've purchased, might lead to specks/dots/marks/imperfections within the paint. For small imperfections that do not affect the integrity of the shoe, we might offer a small partial refund following a photo assessment.

Before we had the opportunity to propose a solution, a 20% refund was requested in line with the Easter promotion that began after the order was placed. As our policy does not allow retrospective application of sale discounts, we offered a gift card of the same value instead. Following further correspondence, we also issued the partial refund corresponding to the aesthetic concern, in addition to the gift card as a gesture of goodwill.

We would also like to reassure that all reviews on our website are 100% authentic and submitted by verified customers following their purchase, as requested by an automatic email sent post purchase.

We always aim to provide fair and consistent resolutions, and we’re sorry that this experience has impacted your perception of our brand.

Please do not hesitate to reach out to our customer service team for any further assistance, we're aways here to help.

Team Hella

Hella Heels からの回答

2026年4月2日

Hi Chloe,

We’re very sorry to hear about your experience and appreciate you taking the time to share your feedback. We understand how disappointing it is when a product does not meet expectations, particularly when you were looking forward to using them.

Following a detailed review of the photos provided via your studio, we were unfortunately unable to identify any manufacturing fault in the area of the fabric tear, such as stitching that could have been faulty as there was no stitching in that area. The damage appeared consistent with the material catching on an external surface. While our shoes are made from high-quality materials and thoroughly tested, like all performance footwear they are not immune to mechanical wear or accidental damage.

With regard to the sole lifting, this is covered by our Sole Guarantee, and we offered reimbursement towards a local repair or shoe glue to resolve this as quickly as possible. We also confirmed we were happy to make an exception to our usual 3-month timeframe in this instance, as the purchase was made through a reseller.

We’re sorry that the process took longer than expected. As the purchase was made via a reseller, we were reliant on communication being passed on to us, and unfortunately there were delays in receiving responses until we followed up again ourselves. We understand how frustrating this must have felt and appreciate your patience while we worked to obtain the necessary information to assess the case.

Regarding reviews on our website, all feedback — both positive and negative — is manually reviewed by our team. This allows us to ensure we do not miss important feedback and to reach out directly via email where support may be needed, as this is the most effective way for us to properly investigate and resolve concerns.

We’re sorry again that this experience has left you feeling disappointed, and we remain happy to assist further via our customer service team if needed.

Team Hella x

Hella Heels からの回答

2026年2月9日

Hi Dora, thank you for taking the time to share your experience — and for choosing Hella Heels for your showcase. We’re really sorry to hear that these boots didn’t meet your expectations.

We completely understand how disappointing it can feel when a pair of shoes doesn’t perform the way you hoped. Our shoes are designed and tested with dancers in mind, but like all pole footwear, fabrics can naturally show wear and tear with use. Depending on factors such as movement, flooring, friction and fabric type, this can sometimes appear sooner than expected — even after only a few wears. While this is considered normal for pole shoes, we absolutely understand how frustrating it can be when it happens earlier than anticipated.

Regarding the soles, they are designed with a higher level of grip to prioritise safety. Many dancers prefer to gently buff the soles to reach their ideal level of traction, as this allows them to customise the grip to their personal style and floor type. We believe this approach is safer than producing soles that are too slippery from the outset.

If you have any further concerns or would like us to take a closer look, our customer care team is always happy to assist via hello@clubhellaheels.com

Thank you again for your feedback — we truly appreciate you taking the time to share it with us.

Hella Heels

Hella Heels からの回答

2026年1月29日

Hi Vasiliki,

Thank you for trusting us with a gift for your friend! 💛 We understand that you deleted your order confirmation email and contacted us to obtain your order number in order to register a return, and that the response time felt urgent from your perspective.

We aim to reply within 2 business days (excluding weekends and public holidays), as outlined in our automatic replies. These also explain that sending multiple messages can delay responses, as we work through enquiries in chronological order.

We can see that your query was resolved the following day, within our stated response timeframe. For future reference, your order number can also be found by logging into your account on our website, which may help speed things up in similar situations.

We truly appreciate your patience and understanding, and we’re always here to help however we can. Thank you again for reaching out and for giving us the opportunity to clarify this.

If you feel this resolution better reflects the support you received, we would greatly appreciate it if you could consider updating the rating on your review, as it helps ensure that our customer service is accurately represented.

Team Hella x

Hella Heels からの回答

2026年1月27日

Hi Konstantina,

We are genuinely sorry to hear that you’re not satisfied with the resolution offered so far. Please rest assured that we do take your concerns seriously.

We’d like to provide a little more context around the process we’re following. During manufacturing, a small amount of glue residue can occasionally remain, as sufficient adhesive is required to ensure the shoe’s structural integrity to withstand the demands of pole dancing. While this can be visible, it’s considered a minor cosmetic issue and is typically easy to remove, which is why it’s treated differently from structural defects or permanent aesthetic faults.

We completely understand your concern that this may not be glue residue, and that’s a valid point. However, as we’re only able to assess the shoes remotely via photos and videos, we do need the suggested removal step to be tried before we can move forward. This helps us determine the most appropriate resolution and is part of our standard procedure.

If you don’t have acetone nail polish remover available, you could also gently test one of the loose areas to see whether it lifts or peels.

Once we’ve heard back from you with the outcome, we’ll be able to proceed with the most appropriate resolution.

We truly appreciate your understanding and cooperation while we work through this with you.

Team Hella x