FAQs

We work very hard to get your order out as soon as possible. Most orders placed before 1:00p.m (GMT) will be processed and shipped on the same day except for weekends and Portuguese holidays (shipped next business day), or during periods of increased sales volume when the processing times can take longer.
Portugal and Spain: 2-5 business days
Europe: 3 - 10 business days
 
Express shipping via UPS  
Europe: 2 business days
 
These are standard delivery times but can be prolonged for reasons beyond Heel Tread control, such as postal strikes, COVID-19 pandemic or periods of increased mail traffic (e.g., Black Friday, Christmas, and other holidays). Shipping rates can be reviewed at checkout before payment.

All our orders are shipped from Portugal and shipping to countries outside the European Union may result in import duties and taxes which we cannot control. Unfortunately, this may also result in delays beyond the original delivery estimate. If you need any further information on clearance procedures we recommend contacting your local customs office.

Please note all orders shipped to the United Kingdom need to assume the Fees required by your country will be charged, a total of 13 Euros per shipment.
The cost of transport is a Zwazo offer.

We’re still shipping all our domestic and international orders, but all deliveries with standard mail are likely to take an extra week or two depending on location. Our couriers are taking lots of steps to follow the latest safety guidelines. As we work with many different couriers around the world, they’ll also be following local guidelines for your region. If you’d like to find out more, please check with your local courier for more information.

All Zwazo shipments are free.
 
* exception applies.
 
Customs fees charged by the UK add up to a total of 13 Euros but shipping to the UK is also free.
 
All our orders are shipped from Portugal and shipping to countries outside the European Union may result in import duties and taxes which Heel Tread holds no control nor responsibility for. These customs clearance procedures may result in delays beyond the original delivery estimates and policies vary in every country, so we would recommend you contact your local office for information on clearance procedures.

If your order had not arrived when you were expecting it, then please check the following:If you still can't locate your parcel, then please do not hesitate to contact our customer service team via email.All our shipments are insured to the intrinsic value so, in case someone loses your package, we will arrange a replacement or refund.

Yes. We use industry-standard SSL encryption to protect your details. Potentially sensitive information such as your name, address, and payment details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

We accept payments by Credit Card, Paypal, Apple Pay, Multibanco, and MbWay. Upon check out, you will be asked to choose your preferred payment method. 

We hope you will love everything that you order from us but if something isn't quite right we accept returns within 30 days after the parcel arrives if the products are unworn and in their original tags. 
We also accept returns in quality issue cases.
 
If you should wish to return your products, please:

- Log into your account;
- Go to the “My Orders” section;
- Select the respective order;
- Click on Return/Exchange and follow the steps indicated.
- Await your Return Confirmation email, which we will send when we have processed your return.
 
If you haven't received your return or refund confirmation from us, please contact us at help@zwazoprojects.com.

 
Be sure to include your order number, name, and reason for your return. Once your request has been reviewed, you will be contacted by one of our team members, and you will be refunded when we receive and check the items. 
 
Shipping costs for returns are the responsibility of the customer.

 
We'll give you a full refund by the same method you used to pay.

We have tried to make the Zwazo experience as smooth and secure as possible.Browse the site: use the categories or keywords shown at the top of the site, our search function, or look at our most recently added products in the 'New Arrivals' section. Select your size and add the item to your cart.After you are done with adding your items to the shopping cart, go to the checkout, and then proceed with the preferred method of payment.

If an item is available to order online, this means the item is in stock. However, from time to time and particularly with our most popular items, discrepancies may occur. In case you purchase an out-of-stock item, you will be informed immediately.

You will receive an automated email confirming your order. You will also receive another email once your order is shipped.

If an item is missing from your order please contact our customer services team via email with your order number and the name of the missing item. We will do our best to solve this issue as quickly as we can.