Payment & Order

What kind of payment method may I use at

We accept the following payment options : Credit Card – We accept Visa/Mastercard PayPal – Choose to pay securely through PayPal using your debit card or credit card. Registration is free and easy. For more information, please visit

What if my payment has failed?

There may be several reasons for why payment for an order has failed. Reach out to our Customer Service Team via email: with subject ‘Fail Payment’ and provide your details and/or screenshot of trouble (if can)

Where is my order confirmation number?

An order confirmation number is only generated for online orders – once you’ve successfully placed your order online, you will receive an email containing the details of your order.

Did not receive your Order Confirmation?

Let us help you! Contact our Customer Service Team via email: with subject ‘Order Checking’

Why does my order status show ‘Payment Pending’?

Typically, the ‘Payment Pending’ status occurs when payment is unsuccessful. However, if payment is in fact unsuccessful, you should have received an email from us with instructions to reattempt payment.

Unable to reattempt payment or didn’t get a payment failure email?

Please refrain from re-creating your order to prevent duplication! Get in touch with our Customer Service Team via email: with subject ‘Payment Pending’ and we’ll send you a link for another attempt at payment!

Paid but order status has not been updated after 24 hours?

Our Customer Service Team can help to verify your payment and resend an order confirmation email. Please reach out to us via email: with subject ‘Order Whereabouts’ as the concern.

Can I make changes to or cancel my order once it’s been placed?

Unfortunately, in order to provide our customers with the best shopping experience, our systems are automated and therefore orders cannot be cancelled after they are plance and we’re not able to make any further changes like shipping method upgrades or change in quantities for your beauty haul. As Heelmate is not liable for replacements or refunds for parcels that have been delivered to incorrect addresses provided, we always suggest reviewing your cart and shipping details before you check out! For further enquiries, please contact our Customer Service Team us via email: with subject ‘Order Support’.

How can I track my order?

Our system will automatically send you periodic order tracking updates via email. Did not receive your Order Tracking information? Let us help you! Contact our Customer Service Team via email: with subject ‘Order Tracking’.

My order is Preparing to ship/ In Transit, what does that mean?

Hang tight! Your order has been packed and has left Heelmate’s warehouse! At this stage, you’ll receive an email update from us that will contain a Tracking Number for your parcel. Please give about 72 hours for your tracking to be live.

What are your delivery options and how long is shipping?

All orders are processed and shipped within 1-5 working days of the date order being received. Once your order has shipped, you will receive an email with the tracking number to track the delivery of your order.

+ US and Canada: 6 – 10 Business Days After Processing

+ Australia and New Zealand: 7 – 12 Business Days After Processing

+ Europe: 7 – 14 Business Days After Processing

+ Latin America: 10 – 25 Business Days After Processing

+ Other countries: 15 – 30 Business Days After Processing Notes: Delivery may take additional time during sale periods, holidays, and unforeseen circumstances such as extreme weather events.

Delivery is only available on weekdays (excluding Public Holidays).

Do you process orders during Public Holidays?

While we’d love for you to get your order as soon as possible, our warehouse and our courier partner are closed on Public Holidays. We seek your understanding in having your orders processed, or parcels shipped, on the next working day.

Why is there a delay in delivery?

Due to a high volume of orders and our precautionary measures taken by us and our delivery partners, please expect a delay in the delivery of your order. You may log into How can I track my order? to check the status of your order.