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**FREE CURBSIDE PICKUP IN TORONTO** FREE SHIPPING WITHIN CANADA ON ORDERS OVER CAD$100 AND U$80 FOR THE US

FAQ

CHOOSING YOUR PRODUCT

It is essential to measure foot’s length so you can easily find the manufacturer’s size chart to order your shoes in the right size.

The best way to do it is to put your foot on the piece of paper, mark the length of placing a dot where your heel ends and where your longest toe ends. Then measure the distance between the two dots with a ruler in centimetres. Most of us have one foot larger than the other, so fit your shoe to your larger foot. The ideal time to measure is when your feet are largest at the end of the day.

All of our shoes have a table with the respective sizes and measures to assist in your choice. Please check the measurement table in the item of your choice.

The Brazilian shoe numbering system does not have different width options and is manufactured in a regular size.

Brazilian shoes follow a variation of the European scale of measures and do not offer half size. To adapt our shoes to your feet, you can adopt specific products for this adjustment, such as semi-numbered insoles. They adjust the footwear to the foot, providing comfort and softness when walking. Send us a message at admin@brazilheels.ca if you need help.

GIFT CARDS AND DISCOUNTS

Gift card balances are applied to the total value of an order, which can include taxes and shipping. 

When you redeem a gift card, the checkout displays one of the following options:

If the balance available on the gift card is greater than or equal to the order total, you can click Complete order.

If the balance available on the gift card is less than the order total, then you will need to choose a second payment method for the balance before placing the order.

Discount codes can be applied at checkout. Click on the Discount Code box situated to the left of the total breakdown and enter your code. Promo codes are for one-time use only and cannot be combined with any other codes/promotions.

PAYMENT METHODS AND SAFETY

You can use any of the cards listed below to pay for your order:

• American Express
• Apple Pay
• Diners Club
• Discover
• GooglePay
• MasterCard
• PayPal
• ShopPay
• Visa

You can also pay in 4 interest-free instalments by AfterPay.

Our website is certified according to the Level 1 PCI DSS standard. It means that we are equipped with data encryption tools, protection of Shopify payment transfers, prevention of viruses at the servers, risk analysis tools as well as constant security monitoring.

SHIPPING

We currently ship across Canada and to the USA. Please note that orders cannot be shipped to PO Boxes.

We offer free standard shipping on all orders over CAD$100.00 and U$80.00. Rates for orders under these amounts have a flat rate of CAD$6.00 for Canada and U$5.00 for the USA using standard shipping.

You can choose a variety of delivery options at the checkout. However, we are unable to edit shipping and delivery preferences once an order has been placed. Questions about the Shipping policy can be sent to us at admin@brazilheels.ca.

RETURN

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned, such as gift cards.

Additional non-returnable items:

- Gift cards: to complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted (if applicable).

- Any item not in its original condition is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery.

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.

To return your product, you should email us and we will provide you the address to mail it.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain amount of days.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at admin@brazilheels.ca and send your item to 20 Bloor Street East, PO Box 75111, Hudson Bay Centre,  Toronto ON M4W 3T3, Canada.

If you haven’t received a refund yet, recheck your bank account. Then contact your credit card company. It may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at admin@brazilheels.ca.