Shipping policy
Shipping Policy
Last updated: 7 September 2026
Heel Me ships orders to selected countries throughout Europe.
Order Processing
We aim to process and dispatch orders as quickly as possible.
Orders placed on business days before 14:00 Danish time (CET/CEST) are expected to be dispatched the same day.
Orders placed after 14:00, during weekends or on Danish public holidays are normally processed on the following business day.
During particularly busy periods, campaigns, launches and holidays, processing may take longer.
European Delivery
We ship using GLS, including their local delivery partners where relevant.
Available shipping methods depend on your country, address and order and will be displayed during checkout.
We ship to the European destinations currently available for selection during checkout.
If a country cannot be selected during checkout, delivery to that destination is not currently available.
Delivery Times
Estimated delivery times vary depending on the destination and shipping method.
The relevant estimate will be displayed during checkout or in your shipping information where available.
Delivery times are estimates rather than guaranteed delivery dates unless we expressly state otherwise.
International deliveries may occasionally take longer due to carrier delays, public holidays, customs processing, weather conditions or unusually high parcel volumes.
Shipping Costs
Shipping costs vary depending on destination and delivery method.
The exact shipping charge will be displayed during checkout before you complete your order.
If your order qualifies for free shipping, this will also be shown before the purchase is completed.
VAT, Customs and Import Charges
For destinations within the European Union, applicable VAT is normally included in the price shown by Heel Me.
For destinations outside the EU customs and VAT area, local import VAT, customs duties, customs-clearance fees or similar charges may apply.
Unless checkout expressly states that these charges are included, they are not collected by Heel Me and may be charged separately by local customs authorities or the carrier.
Customers are responsible for charges imposed by the destination country where these have not been collected by Heel Me at checkout.
Parcel Shops and Collection Points
Where available, you may be offered delivery to a parcel shop or collection point.
If your selected collection point is unavailable, full or closed, DAO, GLS or their local delivery partner may redirect the parcel to another appropriate nearby location.
You will normally receive a notification from the carrier when your parcel is ready for collection.
Tracking
When tracking is available for your chosen delivery method, tracking details will normally be sent after the order has been dispatched.
Tracking messages may be sent by Heel Me, DAO, GLS or a local delivery partner.
International tracking updates can occasionally take some time to appear after dispatch or when responsibility for the parcel is transferred between carriers.
Responsibility During Shipping
Heel Me remains responsible for your order until you, or another person designated by you other than the carrier, takes physical possession of the goods.
If a parcel is lost or damaged before it is delivered to you, please contact:
We will investigate the matter with DAO, GLS or the relevant delivery partner.
You are not required to resolve a lost shipment directly with the carrier yourself.
If you independently instruct the carrier to leave your parcel unattended in a specific location, responsibility may pass to you once the parcel has been delivered in accordance with that instruction.
Delayed Deliveries
If your order has not arrived within the estimated delivery period, please first check any available tracking information.
If the parcel cannot be located or appears to be significantly delayed, contact:
We will investigate the shipment with the relevant carrier.
Your statutory consumer rights relating to delayed or failed delivery are not affected by carrier delays.
Lost Parcels
If a parcel is lost before delivery, please contact us.
Heel Me will handle the claim with the carrier and, where required by applicable consumer law, arrange an appropriate solution such as replacement or refund.
Damaged Parcels
If your order arrives damaged, please contact us as soon as reasonably possible at:
Please include your order number and, where possible, photographs of the product, the shipping packaging and the damage.
This helps us investigate the transport damage with the carrier.
Failure to provide photographs immediately does not automatically remove any statutory rights you may have.
Uncollected Parcels
Failing to collect a parcel does not automatically constitute exercise of your right of withdrawal.
If you wish to withdraw from your purchase, you must separately and clearly inform us.
If an uncollected parcel is returned to Heel Me, we will contact you regarding the next steps.
If you ask us to ship the order again, you may be charged the actual cost of the new shipment.
Incorrect Delivery Information
You are responsible for providing accurate delivery information during checkout.
If you notice an error, please contact us immediately at:
We will attempt to correct the address before dispatch, but cannot guarantee that changes are possible once the parcel has been transferred to DAO, GLS or another delivery partner.
If a parcel is returned because the address supplied was incorrect or incomplete, we will contact you.
If you request reshipment to a corrected address, an additional shipping charge may apply.
Returns
Information concerning withdrawal, return shipping, refunds and faulty products is available in our Terms & Conditions and Return / Withdrawal information.
Unless otherwise stated, customers exercising the statutory right of withdrawal are responsible for the direct cost of returning the goods.
Where goods are faulty and the claim is covered by the applicable legal guarantee, Heel Me will cover necessary and reasonable return costs in accordance with applicable consumer law.
Contact
For questions relating to shipping or delivery:
Heel Me / MHS Media ApS
Email: info@heelme.eu
We aim to respond within 3 business days.