Help

Order Information

  • 1. How do I make a purchase?
    • Shopping at Heels Diva is easy:

      • Browse through the main header menu bar which are sorted by product types or the menu bar on the left hand side which are sorted by theme.
      • Once you have found an item, click on the “Add to Bag” button on the product page.
      • Review the items in your bag by clicking the “My Shopping Bag” link at the top right of the page.
      • To use a promotion code, check the button “Use Promotion Coupon Code” and enter the promotion code when prompted. The total amount will be updated with the discount.
      • Click “Checkout”.
      • You are strongly encouraged to register as a member to allow you to shop faster and be up-to-date with your order status. Our members will also enjoy special promotions rolled out from time-to-time. However, you may also proceed with Guest Check-Out.
      • Fill up in your Billing details and Delivery information.
      • You are strongly encouraged to opt for registered mail as it offers doorstep delivery.
      • Review your order and click on “Confirm Order”.
      • Check your email for an order confirmation.
  • 2. What currency are the prices listed on the website?
    • The prices listed on our website are in Singapore Dollar. You may check the equivalent in your currency here.

  • 3. How long does it take to confirm my order?
    • Once you have placed an order, you will receive an email informing that you have successfully placed an order with us. The status of your order will be “Pending”. Your order will then be processed within 24 hours and you will receive an email confirming that your order has been processed. The status of your order will be changed to "Processed".

  • 4. How do I know if my order is confirmed?
    • Your order is considered confirmed when it has been processed. You can check the status of the order by logging into the system under "My Account" at the top right hand corner of the website to check your order status. The status will be changed from “Pending” to “Processed” when the order is confirmed.

  • 5. How do I track my order?
    • You can view the status of your order by logging into the system under My Account page. Only registered mails and overseas mails can be tracked.

  • 6. Can I amend my order after it has been confirmed and paid for?
    • You can amend your orders for a higher value change before the order is processed. However, any amendments to a lower value will not be refunded as paypal fees would have already been charged. To check the status of your order, please log in to “My Account” and click on “Order History”. Please drop us an email at sales@heelsdiva.com for any amendments.

  • 7. Can I cancel my order after it has been placed?
    • You can cancel your order anytime before the status of your order has been changed to “Processed” but you will be subjected to a $1.00 fee. To check the status of your order, please log in to “My Account” and click on “Order History”. Should you wish to cancel your order, please email us at sales@heelsdiva.com.

  • 8. Can I order through email or phone?
    • Of course! For assistance on your order, please call/whatsapp us at +65 9679 9955 or email us at sales@heelsdiva.com. If you need advice on picking up your shoe accessory, you can upload a photo of the shoes you like to accessorize and send it to us through Contact Us page.

  • 9. I am having problems ordering, who can I contact?
    • For assistance on your order, please call/whatsapp us at +65 9679 9955 or email us at sales@heelsdiva.com. If you need advice on picking up your shoe accessory, you can upload a photo of the shoes you like to accessorize and send it to us through Contact Us page.

Payment

  • 1. Is it safe and secure to shop at Heels Diva?
    • Yes, your personal information is kept secure and private during the whole checkout process. We do not share or sell your personal details to any third party. As we have adopted Paypal as our primary mode of payment, you can shop with us without exposing your account numbers. We only get paid but will not see your debit or credit card numbers.

  • 2. What kind of payment methods may I use at Heels Diva?
    • We accept Paypal as the primary mode of payment. Fund transfer mode is also available to customers residing in Singapore. Please drop us an email at sales@heelsdiva.com should you wish to pay via funds transfer.

  • 3. Do I need a Paypal account to pay?
    • No you do not need a Paypal account to pay. You can pay with your credit card even if you do not have a Paypal account.

  • 4. Can I pay with my Credit Card instead?
    • Yes, you can use your Visa, Mastercard or American Express card. Click on “Pay with my debit or credit card” located on the right bottom section of the paypal summary order page and you will be directed to complete your credit card information.

  • 5. During which part of the payment process can I use the promo code?
    • After you have added the items to your shopping bag, in “My Shopping Bag” page, click on “Use Promotion Coupon Code” on the left hand side of “View Cart” page to enter your Coupon Code.

  • 6. Can my coupon code be used with other promotions?
    • Coupon code discount cannot be used with any other promotions or sale items.

  • 7. How do I activate the Buy 3 Get 1 Free Promotions?
    • Once you have added 4 non-sale items into the shopping cart, the system will automatically deduct the cost of the lowest price item as the free item. Click here for more details.

Shipping & Rates

  • 1. What are your shipping charges within Singapore?
    • Our aim is to make shopping with us easy and pleasant. As such, we have kept the shipping charges within Singapore to a low flat fee of $1.50. For orders above $50, shipping charges within Singapore is FREE. The orders will be sent via Singpost normal mail and delivered to your mail box. We strongly recommend that you opt for Singpost registered mail (small fee of $2.25 applies) at the point of check out to ensure that the items are delivered to your doorstep. Only items sent via registered post will be tracked. We do not provide guarantee and will not be responsible for any lost in mail situations for normal mails. Please drop us an email at sales@heelsdiva.com if you do not receive your items within 5 working days from the date we processed your order.

  • 2. What are the worldwide shipping charges and delivery time?
    • Heels Diva offers worldwide delivery at attractive flat rates for all international orders placed through our website. You can estimate the shipping charges to your destination by going to the left-hand section “Estimate Shipping & Taxes” in “My Shopping Bag” page. Orders above S$50 (after any promotions or discounts) will also get discounts on the delivery rates. All worldwide deliveries will be sent through registered mail and tracking can be done at http://www.singpost.com/.

      Appended below is the estimated "Worldwide Delivery Schedule" by geographical zones.

      WORLDWIDE DELIVERY SCHEDULE (SUMMARISED)

      ZONE Cost < S$50 Cost(>S$50) *Estimated Delivery Time
      Malaysia & Brunei SGD 5.00 SGD 3.50 4 to 6 Business Days
      Countries in Asia & Pacific
      (Except Australia, Japan & New Zealand)
      SGD 6.00 SGD 4.50 5 to 12 Business Days
      Countries in rest of the world including Australia, Japan, New Zealand, Africa, America, Europe and Middle East. SGD 10.00 SGD 8.00 4 to 15 Business Days


      * Estimated delivery time is the delivery time from Singapore to the destination country and is to be used only as a guide. Local postal service in the destination countries will have its own delivery timing guidelines. HeelsDiva shall not be held liable for any delays caused by destination customs clearance processes. Please contact us via email at sales@heelsdiva.com if you have any queries.

  • 3. How long does shipping take for deliveries within Singapore?
    • We understand that getting products quickly is important to you. As such, we will make every effort to process your order promptly according to the schedule below.

      LOCAL ORDER CUT- OFF TIME & DELIVERY SCHEDULE

      Days Order Placed Delivery Time
      Mon to Fri Before 12.00pm Within 2 Business Days
      (E.g. orders placed at 10am Monday, is expected to arrive by Wednesday.)
      Mon to Fri After 12.00pm Within 3 Business Days
      (E.g. orders placed at 1pm Monday, is expected to arrive by Thursday.)
      Sat & Sun Anytime Within 2 Business Days from next working day
      (E.g. orders placed on Saturday is expected to arrive by Tuesday.)


      Please allow for an addition of 2 days for registered mails as well as during peak seasons such as Christmas and Chinese New Year.

  • 4. What is the difference between normal and registered mail?
    • All deliveries within Singapore are made through Singpost. See below table.

        Normal Mail Registered Mail
      Charges $1.50 (orders < $50)
      FREE (orders > $50)
      Addition of $2.25
      Delivery Delivered to mailbox Delivered to doorstep
      Tracking Nil Tracking via Singpost
      Estimated Delivery Time See delivery schedule above Additional of 2 days
  • 5. Can I request a specific delivery time?
    • For normal mail, deliveries will be made to your mailbox and so you will not need to be around. For registered mail, you will not be able to specify delivery timing. However for deliveries in Singapore, Singpost will leave a note if there is no one to accept the delivery and it can be picked up at your nearest post office.

Returns Policy

  • 1. What is the return and exchange policy?
    • We take pride in our products. All our products are inspected thoroughly to ensure no defects before sending it out. However, if an item is found to be incorrect or defective, we have a 7 days return policy for an exchange upon receipt of the order, subject to the following terms and conditions:

      Item must be in its original purchase condition. All packaging must be intact in its purchase condition, unused and not defaced in any manner.

      The shoe accessory must be returned as a pair.

      We do not accept returns if you changed your mind about a product.

  • 2. How do I return an item?
    • You are advised to inspect the products upon receipt and notify us within 2 days by completing a Returns Request Form. Once your returns request form has been acknowledged, you will be advised to send the item to the address below. Please be sure to attention it to our registered company Whimsical Twist. A replacement item will be sent back to you within 5 working days of receipt of your package.

      Whimsical Twist (Heels Diva)
      47 Hill Street, #06-06, Singapore 179365

  • 3. Can I get a full refund instead of an exchange of products?
    • We offer exchange of products of a higher value but not a full refund.

  • 4. What do I do if I receive a wrong or faulty product?
    • We will do a replacement for you should it be an incorrect or faulty product. See item D1 above.

  • 5. I am not in Singapore, how do I process the returns?
    • Please email us at sales@heelsdiva.com with your order number and details of the item intended for return.