Terms of service
Terms & Conditions
Last updated: 7 September 2026
These Terms & Conditions apply to consumer purchases made through heelme.eu.
1. Company Information
Heel Me is operated by:
MHS Media ApS
CVR / Company Registration No.: 46470680
Oluf Bagers Gade 9
5000 Odense C
Denmark
Email: info@heelme.eu
We aim to respond to email enquiries within 3 business days.
We do not currently offer telephone customer service.
2. Where We Sell
Heel Me sells and ships to selected countries throughout Europe.
The countries currently available for delivery are shown during checkout. If a country cannot be selected at checkout, we do not currently offer delivery to that destination.
Delivery options, shipping rates, estimated delivery times and available carriers may vary depending on the destination.
3. Placing an Order
You select the products you wish to purchase and add them to your shopping cart.
During checkout, you will be asked to provide the information required to process and deliver your order and to select an available payment and delivery method.
Before submitting your order, you will have the opportunity to review and correct your information.
Immediately before placing your order, you will be shown an order summary containing the products selected and the total amount payable, including applicable VAT, shipping charges and any other charges collected by Heel Me.
You must actively accept these Terms & Conditions before completing your purchase.
Once your order has been submitted, you will receive an electronic confirmation that we have received it.
The contract may be concluded in English.
We store information relating to your order in accordance with applicable law. You will receive the relevant contractual information on a durable medium, normally by email, and we recommend that you keep a copy.
4. Prices, Currency and VAT
Prices on heelme.eu are displayed in the currency shown on the website or selected market.
For customers within the European Union, prices include applicable VAT unless clearly stated otherwise. The VAT rate applied may depend on the country to which the order is delivered in accordance with applicable EU VAT rules.
Shipping charges are added where applicable and will be clearly shown before you complete your purchase.
The total amount payable will always be displayed before the order is submitted.
For deliveries to European countries or territories outside the EU customs and VAT area, import VAT, customs duties, clearance fees or similar charges may apply.
Unless checkout expressly states that such charges are included, these charges are not collected by Heel Me and may be charged separately by local authorities or the carrier.
We reserve the right to change prices displayed on the website. Price changes do not affect orders for which a binding purchase agreement has already been concluded.
We reserve the right to correct obvious pricing, typing or technical errors. If an error is so obvious that you knew or reasonably should have known that it was an error, the validity of the purchase will be determined in accordance with applicable contract law.
5. Payment
The payment methods available to you are shown during checkout and may vary depending on your country.
For card payments, the purchase amount is normally captured when the order is dispatched.
Depending on your card issuer or payment method, the purchase amount may be reserved when you submit your order. A reservation does not necessarily mean that the amount has been charged.
The time required to release a reservation following cancellation depends on the relevant bank, card issuer and payment provider.
Other payment methods may be processed in accordance with the terms of the relevant payment provider, as disclosed during checkout.
We will never charge more than the amount you authorised in connection with your purchase.
Payment information is transmitted through encrypted connections and processed by our payment service providers.
6. Order Confirmation
After receiving your order, we will send you an electronic order confirmation.
The confirmation will contain relevant information concerning your purchase, including the products ordered, total price, delivery details and contact information.
The applicable Terms & Conditions and information concerning your right of withdrawal, including the standard withdrawal form, will be provided or made available to you on a durable medium in connection with the purchase and no later than delivery.
7. 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, product launches or holidays, processing may take longer.
8. Shipping and Delivery
Orders are shipped using DAO and GLS, including their delivery partners where relevant.
The carrier and delivery methods available to you depend on your destination and are shown during checkout.
Estimated delivery times vary by country and delivery method and will be displayed where available during checkout.
Delivery times are estimates and may be affected by circumstances such as carrier delays, customs processing, public holidays or unusually high parcel volumes.
If no specific delivery date has been agreed, the goods will in any event be delivered in accordance with applicable consumer law.
9. Risk During Delivery
Heel Me remains responsible for the goods until you, or a third party appointed by you other than the carrier, takes physical possession of them.
If a parcel is lost or damaged before delivery, please contact us at info@heelme.eu.
We will investigate the matter with DAO, GLS or the relevant delivery partner and handle the matter in accordance with your consumer rights.
If you independently instruct the carrier to leave a parcel at a particular location without obtaining a signature or physical handover, the transfer of risk may be affected once the parcel has been delivered in accordance with your specific instruction.
10. Parcel Shops and Collection Points
Where parcel-shop or collection-point delivery is offered, the parcel will normally be delivered to the collection point selected during checkout.
If the selected location is unavailable, full or closed, the carrier may redirect the parcel to another suitable collection point in accordance with the carrier's delivery procedures.
You will normally receive a notification when the parcel is ready for collection.
11. Uncollected Parcels
Failing to collect a parcel does not by itself constitute exercise of your right of withdrawal.
If you wish to withdraw from your purchase, you must clearly inform us that you wish to do so.
If an uncollected parcel is returned to us, we will contact you regarding the next steps.
If you request that the order be shipped again, we may charge the actual cost of the new shipment.
12. Changing or Cancelling an Order
If you wish to change or cancel your order, contact us as soon as possible at:
As orders are processed quickly, we cannot guarantee that an order can be changed or cancelled after it has been submitted.
Once a parcel has been handed over to the carrier, we will normally be unable to change its delivery address or stop the shipment.
If the order has already been dispatched, you may instead exercise your statutory right of withdrawal as described below.
Right of Withdrawal
13. 14-Day Right of Withdrawal
As a consumer, you generally have the right to withdraw from an online purchase within 14 days without giving any reason.
For purchases of goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
If several goods ordered as part of one order are delivered separately, the period begins when you receive the final item.
Nothing in these Terms & Conditions limits any longer mandatory withdrawal period that may apply under the law applicable to you.
14. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision through an unequivocal statement before the withdrawal period expires.
You may contact us at:
The online function allows you to provide your name, information identifying the relevant order and an electronic contact method for confirmation.
After entering the required information, you can submit your withdrawal by selecting:
“Confirm withdrawal”
When you use the online withdrawal function, we will provide an electronic acknowledgement without undue delay confirming receipt of your withdrawal, including its content, date and time of submission.
You may also use the standard withdrawal form included at the end of these Terms & Conditions, although use of the form is not mandatory.
It is sufficient that you send your withdrawal notification before the 14-day period expires.
Simply refusing delivery or failing to collect a parcel does not constitute a valid withdrawal unless you also clearly notify us that you wish to withdraw.
15. Returning Goods
After notifying us that you wish to withdraw, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your withdrawal.
Returns must be sent to:
[INSERT ACTUAL EUROPEAN RETURN ADDRESS]
Unless otherwise stated, you are responsible for the direct cost of returning the goods when exercising the right of withdrawal.
We recommend that products are securely packaged and that you retain proof of shipment.
You are responsible for the goods during return transport until they are received by us.
16. Condition of Returned Goods
You may inspect the product to the extent necessary to establish its nature, characteristics and functioning, in the same way as you would generally be able to inspect it in a physical shop.
You are liable only for any diminished value resulting from handling beyond what is necessary for this purpose.
If a product has been used or handled beyond what is necessary, we may deduct an amount corresponding to the actual reduction in value.
For self-adhesive Heel Me products, removing protective materials and permanently attaching the product to footwear may, depending on the circumstances, result in significant diminished value where the product can no longer be sold as new.
Any deduction for diminished value will be assessed individually and must reflect the actual loss in value.
17. Refunds Following Withdrawal
If you withdraw from the entire purchase, we will reimburse the payments received from you in relation to the purchase, including the cost of our least expensive standard delivery method offered for the relevant order.
If you selected a more expensive delivery method, the additional cost of that upgraded delivery method will not be refunded.
We will make the reimbursement without undue delay and no later than 14 days after being informed of your decision to withdraw.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Unless otherwise expressly agreed, the refund will be made using the same payment method used for the original transaction.
You will not be charged a fee by Heel Me for receiving the refund.
Faulty Goods and Legal Guarantee
18. Your Statutory Rights
When purchasing goods from Heel Me as a consumer, you are protected by applicable consumer sales law.
Within the European Union, consumers are entitled to a minimum two-year legal guarantee for goods that are defective, do not conform to the agreement or do not function as reasonably expected.
Some European countries provide additional or longer mandatory consumer protection. Nothing in these Terms & Conditions restricts such mandatory rights where they apply to you.
If you discover a fault or lack of conformity, please contact us within a reasonable period after discovering it at:
Please include your order number, a description of the problem and, where useful, photographs of the product.
19. Incorrect Use and Wear
The statutory legal guarantee applies to defects and lack of conformity for which Heel Me is legally responsible.
Normal wear and tear, accidental damage, misuse or damage caused by failure to follow relevant product instructions does not necessarily constitute a product defect.
For Heel Me products, correct application, appropriate preparation of the surface and compliance with instructions concerning curing or waiting time after application may form part of the individual assessment of whether a problem results from a product defect or from the manner in which the product was used.
This does not reduce your statutory consumer rights.
20. Remedies for Faulty Goods
Where a claim is valid, the matter will be handled in accordance with the applicable consumer law.
Depending on the circumstances and applicable legislation, remedies may include repair, replacement, a proportionate reduction in price or termination of the purchase and refund.
A valid legal guarantee claim will be handled without cost to you, including necessary and reasonable shipping costs.
Complaints and Dispute Resolution
21. Contacting Us First
If you have a complaint about a product, delivery or the way we have handled your case, please contact:
We will first attempt to resolve the matter directly with you.
22. Alternative Dispute Resolution
MHS Media ApS is established in Denmark.
Where the applicable requirements are met, complaints against businesses established in Denmark may be submitted to the Danish consumer complaints system:
The Mediation Team for Consumer Complaints / Consumer Complaints Board
Nævnenes Hus
Toldboden 2
8800 Viborg
Denmark
Eligibility requirements, including minimum and maximum claim values, may apply.
If you live in another EU country, Iceland or Norway and have made a cross-border purchase from Heel Me, you may also contact the European Consumer Centre (ECC) in your country for information and assistance.
The former European Commission Online Dispute Resolution platform has been discontinued and is therefore not used for complaints.
Personal Data
23. Privacy
MHS Media ApS processes personal data in accordance with the General Data Protection Regulation (GDPR), the Danish Data Protection Act and other applicable data-protection legislation.
Further information about the personal data we process, the purposes and legal bases for processing, recipients, international transfers, retention periods and your rights is available in our Privacy Policy.
Questions concerning privacy may be sent to:
Governing Law
24. Governing Law and Mandatory Consumer Rights
These Terms & Conditions and purchases from Heel Me are governed by Danish law.
However, this choice of law does not deprive you of any mandatory consumer protection provided by the law of the country in which you habitually reside where such protection applies under applicable European conflict-of-law rules.
Nothing in these Terms & Conditions limits rights that cannot legally be excluded or restricted.
Standard Withdrawal Form
You may use this form if you wish to withdraw from your purchase. Use of the form is optional.
To:
MHS Media ApS
Email: info@heelme.eu
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Ordered on:
Received on:
Consumer's name:
Consumer's address:
Consumer's signature, only if this form is submitted on paper:
Date: