FAQs

Your questions, our answers! HERE’S OUR F.A.Q.

GENERAL QUESTIONS:

Q: How can I get a hold of mykillaheels? A: We are open Monday-Saturday 9:00am to 4:00pm UK Standard time. You can also contact us at help@mykillaheels.com (Please allow 24 hours for a response).

Q: I have an emergency PLEASE HELP! What should I do? A: If you have placed your order online and are currently experiencing an emergency please contact us via CUSTOMERCARE@MYKILLAHEELS.COM. Please provide your order number and explain your emergency in detail. (Please allow 4-8 hours for a response).

Q: I have a promo code, how do I use it? A: All promo codes must be input at the time of checkout by the customer. Our system will not allow us to manually adjust any costs on orders that have already been placed. We cannot apply any promo codes to prior purchases.

Q: How do your shoe sizes run? A: Although we are a UK company our sizes are based as US sizes. All shoes are given a size suggestion at the bottom of every shoe description. Please keep in mind that this is only a suggestion we understand that everyone’s foot size is different & your selection will be made upon personal preference. You know your feet best.

Q: What is my order number/ ID? & Where can I find it? A: You are given a unique order number to identify your purchase made with us. Your order number is located in all emails that you have received from our company, including your order confirmation. Please reference your order number upon contacting us about your order. help@mykillaheels.com

Q: What are your forms of payment? A: We accept any major credit/debit card as well as PayPal! You may choose the option you would like to use at checkout!

Q: Can we place orders over the phone with a representative? A: We ask that all customers place their orders online at lolashoetique.com to ensure that there are not any miscommunications during the order process. However, if you are having any trouble, please email us help@mykillaheels.com and we will be more than happy to help you.

Q: We want to make a large purchase: do you offer wholesale? A: Unfortunately, not at the moment.

Q: Will you ever offer wholesale?
A: We are totally working on it! Check back soon!

Q: I’m DYING for this shoe but you’re sold out, when will you restock?
A: As much as we would LOVE to provide you with an exact date for restocks, unfortunately we cannot! But GREAT NEWS! We upload new styles daily! YAY! So if we do not bring back your favorite shoe, we will be bringing something very similar soon! PROMISE

Q: Can I be contacted if a certain style is restocked?
A: Please follow us on all social media outlets and sign up for our mailing list for restock alerts. Instagram: @mykillaheels / Twitter: Officialkillaheels

Q: How do I sign up for your mailing list and what are the special benefits?
A: Signing up for our mailing list is totally easy! Scroll down to the section that indicates: NEWSLETTER You may enter your email address in this section and click join! The benefits are you will always be in the know and officially become an MKH doll. You will be receiving EXCLUSIVE sales, promo codes, and restock alerts! This is every SHOEAHOLICS dream come true!

Q: Do you ship in original boxes?
A: We believe in all things GIRLY! (: Our packaging is no exception! You will receive each shoe wrapped in its original box!

Q: Why can’t I add this GORGEOUS shoe to my shopping cart?
A: OH NOOOO!!! Chances are we’re sold out at the moment! However, we restock DAILY! YAY! Please check back soon! If we do not receive that exact style again, we will be receiving something very similar!

ORDER STATUS’; LET US EXPLAIN HOW IT WORKS:

- AWAITING PAYMENT: You just placed your order with an E-Check via PayPal. This status will change once your E-Check has cleared. Once cleared, the order will be processed within 48 hours and shipped! YAY!
- AWAITING FULFILLMENT: You just placed your order: your status will be in AWAITING FULFILLMENT until your order has been processed by our accounting department.
- PENDING: Pending can mean one of two things.

  1. You have requested a change for your order and it is currently awaiting completion.
  2. Your order has fallen into Quality Control.

An email will be sent to you with further details. Please reference customercare@mykillaheels.com and please make sure to check your spam email!
- SHIPPED: Your order has been successfully processed and sent to our shipping facility. At this point, no changes can be made to your order.
- COMPLETED: This status does not mean your order has been delivered. COMPLETED means we have entirely processed and shipped your order from our facility. Please reference your tracking number for estimated delivery date. Enjoy your GORGEOUS shoes!
- VERIFICATION REQUIRED: Your order has been placed on hold and further information is required. You will be contacted with instructions on exactly how to do so within 48 business hours via Email.

TRACKING YOUR PACKAGE:

Q: What carrier do you ship with?
A: We ship all orders in the USA with USPS or UPS i-parcel. All packages being sent to a PO Box require by law to be sent via United States Postal Service. All international shipping will be handled via DHL. All services are tracked.

Q: I have a tracking number, what do I do with it?
A: Please copy and paste the 11-12 digit number starting with 1ZX0796X into the track box at USPS.com  UPS I-Parcel or dhl.co.uk .

Q: I need my order fast! Do you offer expedited shipping?
A: Unfortunately we do not offer this service just yet but we are working on this.
(Please keep in mind that shipping dates are counted as days in transit) shipping details

Q: When will my order ship?
A: All orders that are placed by 3pm PST are accepted for processing the very same day!
If you place your order after the cut off time, your order will be accepted and processed the following business day. Please note orders placed and accepted will have a lead time of 48 hours max before being dispatched from our warehouses in CA, United States of America and the EU. shipping details

Q: I selected FREE SHIPPING, how long until I have my package?
A: All orders that are shipped with FREE SHIPPING are shipped as USPS GROUND SHIPPING (USA orders only) you will receive your gorgeous shoes within 1-6 business days. International FREE SHIPPING (DHL) you will receive your gorgeous shoes within 1-10 business days.
(FREE SHIPPING IS ONLY APPLICABLE TO USA DOMESTIC ORDERS over $70 and International orders over $150.

RETURNS / EXCHANGES/ REFUNDS / STORE CREDIT:

Q: Do you provide return labels?
A: Unfortunately we do not. As stated in our policy, the cost of shipping back your item is at your cost. Please contact CUSTOMERCARE@MYKILLAHEELS.COM to request for a RMA ID. Once this is issued please supply this in a note within your package. Be sure to return goods using a recorded delivery service to ensure our receipt.

Q: What is your return address?
A: Our return address will be confirmed upon notice that you wish to return for a refund.

Q: I just received my package and I need to return/exchange, how do I do so?
A: Unfortunately we do not provide an exchange service at this time. Please contact CUSTOMERCARE@MYKILLAHEELS.COM if you wish to return goods for a refund. (Please keep in mind that all returns must be done within 14 days of receipt. NO REFUNDS ALLOWED ON All SALE ITEMS. NO EXCEPTIONS)

Q: My return tracking number states that you have received my package into your facility, why haven’t I been contacted?
A: It usually takes about 3- 5 business days to process your returned package.
You will be contacted shortly after. Please reference CUSTOMERCARE@MYKILLAHEELS.COM in your emails, don’t forget to check your spam/junk mail.

Q: I have a store credit how do I use it?
A:
-If you were provided a store credit code please input the code in step number 5 at checkout to deduct the amount from the shoe cost only.

If you have any further questions please do not hesitate to contact us at any time.

HAVE A GOOD DAY! <3