keys & heels refund policy

Refunds & Exchanges 

We may offer returns in the following conditions: 

  • If the item delivered was not what was ordered. 

  • The item needs to be exchanged for a different size or style.

  • You are not happy with the quality or design.

Exceptions 

Notwithstanding other provisions of this Policy, we may refuse to grant returns or refunds if: 

  • The item is not returned.

  • The item is returned worn, used, or damaged.

  • The item is returned without its original tags and packaging.

  • You received the product and were unhappy, but failed to make a report within 14 days from the date of the receipt.

Return Policy 

At Keys & Heels, we accept returns on a case by case basis, please contact our team at the below contact to initiate a return. Our refund policy has been explained above.
Our returns policy lasts 14 days. If 14 days have passed since your purchase, we unfortunately 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 with any tags still attached.


Customized, personalized or commissioned pieces are exempt from refund or exchange, however if you are unhappy with your item, please contact us to discuss, we are humans, not bots, and genuinely want you to love your item.

Additional non-returnable items:
Gift cards, Magic, Unlocked tickets.

To complete your return, we will require a receipt or proof of purchase.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and we will notify you of the approval or rejection of your refund based on the condition of the returned item, and then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a matter of days.

Late or missing refunds (if applicable)
If you haven’t received an expected refund, first check your bank account again.
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 jm@intunehospitality.com

Exchanges (if applicable)
We only replace items if they are defective or damaged, or you require an alternate size/ color. Please contact us here at: jm@intunehospitality.com and we will organize this with you.

Items can be returned to:

1484 2nd Avenue, attn: J. Moore, New York, NY, 10075 via regular USPS, UPS, or Fedex, 

or returned in person to Keys & Heels, 1488 2nd Avenue, New York, NY, 10075 - Wednesday to Saturday evening, from 6pm - 11pm, and hand to a manager and only a manager. 

We recommend using tracked mail, without tracked mail we do not guarantee a refund.
Keys & Heels is not responsible for the return postage and packaging. 

Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you will vary. We will keep you up to date with the status of your replacement as much as possible.

Cancellation Policy 

Once an order has been placed at keysandheels.com, customers have 24 hours to request a cancellation. Cancellations are at our discretion.

To cancel an order please email jm@intunehospitality.com.

Administrative Fee 

The following are to note: 

  • All refunds are subject to 15% restocking charges.

How to make a complaint 

If you are dissatisfied with the service and/or product provided, and you are eligible for a refund under this Policy, you must send an email to jm@intunehospitality.com stating your complaints or concerns. Refunds are issued at our discretion as they may be accepted or rejected.

Contact Us & Customer service

Contact Details For enquiries or comments regarding this Policy, customers may email  jm@intunehospitality.com or via telephone (917) 557-0217. 

Items can be returned to 1484 2nd Avenue, attn: J. Moore, New York, NY, 10075 via regular USPS, UPS, or Fedex, or returned in person to Keys & Heels, 1488 2nd Avenue, New York, NY, 10075 - Wednesday to Saturday evening, from 6pm - 11pm, and hand to a manager and only a manager.

We recommend using tracked mail.