Orders and Returns
Order placed
You receive an email confirmation with your order number and a summary of sizes and finishes.
Studio check
Each pair is inspected, dust bagged and boxed within one to two business days.
On the way
A tracked courier link is emailed the moment your parcel is collected.
Try at home
Walk on carpet, keep the box and tell us within thirty days if anything needs to change.
Shipping times and cost
Orders are dispatched from our studio Monday to Friday. Delivery estimates below start from dispatch and exclude customs delays.
| Destination | Service | Estimate | Cost |
|---|---|---|---|
| Kenya | Tracked courier | 1 to 2 business days | Free |
| East Africa | Tracked express | 3 to 5 business days | Free over KES 15,000 |
| Europe and United Kingdom | Tracked express | 4 to 7 business days | Free over KES 15,000 |
| Rest of world | Tracked express | 5 to 10 business days | Calculated at checkout |
Duties and import taxes are shown at checkout where your destination allows prepayment. Where they cannot be prepaid the courier will collect them on delivery.
Tracking your order
Your dispatch email carries a tracking link that updates every scan. If the link has not moved for three days email hello@stellarheels.com with your order number and we will open a trace with the courier the same day.
Returns
- You have thirty days from delivery to request a return.
- Soles must be unmarked and the pair must come back with its box, dust bag and tags.
- Start the return by emailing hello@stellarheels.com with your order number and reason.
- We send a prepaid label for Kenya and a discounted courier rate everywhere else.
- Refunds are issued to the original payment method within five business days of the pair arriving back with us.
Exchanges
Sizing exchanges are free once per order. Tell us the size you need and we reserve it while your first pair travels back, so you are not caught out by a sell out. If the replacement costs more you pay only the difference.
What cannot be returned
Made to order bridal pairs, dyed to match finishes, monogrammed styles and worn shoes cannot be returned unless they are faulty. This does not affect your statutory rights.
Faulty or damaged pairs
Send a photograph of the issue within seven days of delivery. We cover return shipping on faults, repair where a repair is the better outcome and replace or refund in full when it is not.
Still need help?
Our team answers every message within one business day. Reach us through the contact page, by email at hello@stellarheels.com or on +254 790 139348.