As I assumed, Heppo gives automatic answer to the opinion here, and then ignores you again if you try to contact them trying to return product. Do not buy in Heppo, spend some more money not to be t... See more
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See what reviewers are saying
After trying to find rubber boots that seemed to be unavailable I found them at Heppo. Since I've had great dealings with them I ordered 2 pair. The package arrived, really well and secure packaging... See more
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Were looking for Superfit sport 5 shoes , great price , with discount code ( unsure if an extra code would come from signing up to the newsletter, which we did.) Order process seemed smooth all wen... See more
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Ordered 2 pairs of Sketchers at greatly discounted price. Arrived in the best packaged parcel I have ever received. Also the shoes had all the cardboard inserts and were wrapped in tissue... See more
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Company details
Written by the company
We power international ecommerce From Shopping to Shipping
Contact info
3.6
Average
959 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 87% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Rick Owens x Veja
Ordered some Rick Owens x Veja at a very good price (60% off) and they arrived quickly and easily. Highly recommend Heppo 🙌🏻
May 22, 2026
Reply from Heppo
Hey!,
Thank you so much for the awesome review! We really appreciate your recommendation and the shoutout! 🙌🏻 Enjoy your new shoes, and we hope to welcome you back to Heppo soon.
Best regards, Paula
They were really responsive after I…
They were really responsive after I placed an order. Thank you!
May 5, 2026
Unprompted review
Reply from Heppo
Hello!
Thank you for the great feedback! We are very happy to hear that you had a positive experience with our customer service. We hope you enjoy your new products!
Kind regards/ Paula
Really easy to order and shoes were…
Really easy to order and shoes were delivered quickly. I’d definitely recommend.
April 21, 2026
Unprompted review
Reply from Heppo
Hi Jane!
Thank you so much for your kind words! We’re thrilled to hear that you found the ordering process easy and that your shoes arrived quickly. It’s always our goal to provide a smooth experience for our customers.
Best regards / Paula
Tried to keep postal costs
The order came fairly quickly but i returned it. The full order. It took quite some time for them to update that they received the return even though i had arrived for quite a bit already. All of that is whatever. The real issue is with the sending costs they tried to pocket. On their website they claim all purchases fall under swedish law but thats not how it works. You sell in the eu or the netherlands, your sale falls under eu law and dutch law which means sending costs have to be returned for a fully returned order. So i had to email them about it, which gives a lot of anxiety because these foreign webshops really try to wear you down. Luckily this one didn't and quickly admitted their fault and repaid me. That and the fact that their customer service was dutch is the only reason for 3 stars but the practice itself is heinous. I just don't believe that is a simple oversight.
December 1, 2025
Unprompted review
Reply from Heppo
Hi,
Thank you for taking the time to share your feedback with us. We truly appreciate it!
We completely understand the anxiety that can come with returning items to international webshops, and we are very sorry for the delay in processing your return.
Regarding the shipping costs, we want to reassure you that this was genuinely a system oversight and absolutely not a deliberate practice to keep your money. We always comply with EU regulations, which state that standard outbound shipping costs must be refunded when a full order is returned.
We are very glad to hear that our Dutch customer service team could assist you quickly, that the issue is now fully resolved, and that your shipping costs have been refunded.
Thank you again for bringing this to our attention!
Best regards/Paula
There are no instructions on how to…
There are no instructions on how to return your items, either on the website or in the order email.
December 29, 2025
Unprompted review
Reply from Heppo
Hi,
Thank you for bringing this to our attention! We apologize that the return instructions were missing or unclear. We will definitely look into updating our website and emails so this is easier to find in the future.
Here is how easy it is to make a return:
Attach the return label to the outside of the parcel. You don't need a return form!
Drop the parcel off at your local post office/access point.
You can always contact our customer service at support@footway.com for any help.
Have a great day!/Paula
Delivery was brilliant but returning…
Delivery was brilliant but returning the item very slow returned on the 29th October still waiting for refund
October 29, 2025
Unprompted review
Reply from Heppo
Hi,
Thank you for your feedback! While we are very glad that the delivery was brilliant, we are deeply sorry to hear that your refund is taking so long.
Please contact us directly at support@footway.com with your order details. This will allow us to track your return and solve your case.
Best regards, Nicole
After trying to find rubber boots that…
After trying to find rubber boots that seemed to be unavailable I found them at Heppo. Since I've had great dealings with them I ordered 2 pair. The package arrived, really well and secure packaging and the boots had tissue paper around them and were in prime condition. Obviously brand new. Not often the case when shopping online. The order also arrived within a few days!!
Customer support is excellent, the phone is answered almost immediately and the women are some of the nicest and most knowledgeable I've come across.
October 6, 2025
Unprompted review
Reply from Heppo
Hi!
Thank you so much for this incredible review! We are absolutely thrilled that you finally found the rubber boots you were looking for with us. Hearing that you appreciate the care we put into our packaging—making sure your items arrive in pristine condition—truly makes our day.
I will definitely pass your kind words on to our customer support team. They will be so happy to hear that their knowledge and quick assistance made such a positive impact on your experience.
Enjoy your new boots, and we can't wait to welcome you back next time!
Best regards,Paula
Excellent service
Excellent service
Perfect goods and delivered promptly
November 6, 2025
Unprompted review
Reply from Heppo
Hi!
Thank you so much for the fantastic review! We are absolutely thrilled to hear that you are happy with the goods and that both our service and delivery met your expectations. Making sure our customers get a perfect experience is what we are all about.
Enjoy your new items, and we hope to welcome you back again soon!
Best regards,Paula
good product
good product, excellent communication and prompt delivery
October 28, 2025
Unprompted review
Reply from Heppo
Hi!
Thank you so much for the wonderful review! We are thrilled to hear that you are happy with the product, and that both our communication and delivery met your expectations. Providing a smooth experience from start to finish is our top priority.
We hope to see you again soon!
Best regards,Heppo
Didn't receive my order & very poor customer service
Due to logistical bottlenecks of DHL my order got returned before I got the chance to pick it up. Heppo couldn't resend the order. Doesn't help by contacting DHL even after mentioning them DHL offered to help out if Heppo reaches out to them. The small discount at Heppo is definitely not worth all the hassle, disappointing "service", and not receiving the products payed for.
July 16, 2025
Unprompted review
Reply from Heppo
We’re truly sorry to hear about your experience and completely understand your frustration with not receiving your order as expected.
It seems there’s been a misunderstanding regarding the return process, and we’d really like to clear things up and find a solution together. Unfortunately, once a package has been returned by the courier, we’re unable to recall it — it goes directly to our returns warehouse, where it’s only processed as a return. This is certainly not the outcome we want for our customers, and we’re very sorry it happened in your case.
I’ve also sent you an email, and I’d be grateful if you could reply there so we can work together to resolve this in the best possible way. We truly appreciate the opportunity to make things right.
Thank you again for taking the time to share your feedback — it helps us improve.
Best regards,
Michaela from Footway
Used to be reliable — now poor service and refund delays
I have been a loyal Heppo customer for nearly a decade, and until recently, everything went smoothly: good products, fair prices, and timely deliveries and returns.
But my latest order (HEP269869) in early May was a complete letdown. The shoes I received were poor quality, did not fit, and arrived in damaged boxes. I followed the return process exactly as instructed — but six weeks later, I am still waiting for my refund.
I have contacted customer service several times. First came apologies, then vague explanations about technical problems. Now they are blaming a third-party return handler for the delay. That may be true, but it does not excuse such an unreasonable wait — especially when it violates basic consumer protection laws.
Sadly, I have lost all trust in Heppo and the Footway Group. I will not be ordering from them again. Thankfully, I paid with a credit card and can file a chargeback.
If you are thinking of shopping at Heppo, be cautious. What used to be a reliable store now feels like a risk. There are better, more customer-focused alternatives out there.
May 18, 2025
Unprompted review
Reply from Heppo
Hi,
First of all, thank you for your detailed feedback and for being a loyal customer with us for nearly a decade. We truly appreciate the time you took to write this, even though we are deeply sorry about the experience that led to it.
You are absolutely right—waiting six weeks for a refund is completely unacceptable, regardless of the challenges we are facing with our third-party return handler. It does not excuse the delay or the poor communication you have received. We also sincerely apologize that the shoes arrived in damaged boxes and did not meet your expectations
Thank you so much for taking the time to share your feedback. We truly value honest reviews like yours, as they are crucial in helping us identify our flaws and making it possible for us to improve our services.
Sincerely,Laura
warning - Non delivery, no refund
I have used this online store before and everything was fine, but this time it is a very bad experience - the product has not been sent but the status on the website is as if it has been delivered. How is this even possible if I don't have the product? I tried to contact via email - no response. I will never use this service again. I have neither money nor product. If the delivery was not successful, then the customer should be refunded the money instead of being told that the product was delivered. This is the first time I have encountered such an experience.
my order HEP267852
June 2, 2025
Unprompted review
Reply from Heppo
Hello,
I just investigated this one and found out that the parcel did arrive at a parcelshop and then was sent back due to non collection of the parcel. Thanks for taking my call so that we could find a solution together. I do see that my colleague sent a response to your email on the 30th of May but perhaps it got sorted in an alternative inbox?
I'll send you a follow up email that hopefully arrives as it should, but if you need any more information you are welcome to call this number and ask for me:
+44800 098 8300
Greetings,
Nikolas from Footway+
Great help from customer service
I recently bought slippers. I had a query and phoned customer service who answered quickly. My query was resolved and they stayed on phone until id sorted what I was doing wrong. Slippers arrived before forecast and another question was again sorted quickly by email. The slippers are super comfy and just what I needed
February 12, 2025
Unprompted review
Reply from Heppo
Hi Sheila,
Thank you so much for your lovely review! We're thrilled to hear that you had such a positive experience with our customer service and that your queries were resolved quickly and clearly. / wish you a good day :)
Never again...
As I assumed, Heppo gives automatic answer to the opinion here, and then ignores you again if you try to contact them trying to return product. Do not buy in Heppo, spend some more money not to be treated like idiot.
They send you wrong size, they gve you not valid return label so you cannot send the product back, they do not answers emails,never again will I visit Heppo site. Sklep dołącza nieważne etykiety zwrotne uniemożliwiające odesłanie produktu. Nie odpowiadają na maile. Chcesz tracić czas i nerwy,kupuj na Heppo.
March 24, 2025
Unprompted review
Reply from Heppo
Cześć, naprawdę przepraszam, że twoje doświadczenie nie było takie, jakiego byś sobie życzył. Oczywiście powinieneś być w stanie zwrócić swój przedmiot. Uprzejmie proszę o skontaktowanie się z nami w celu uzyskania pomocy. Wszystkiego najlepszego i do usłyszenia wkrótce.
Aktualizacja
Przykro mi to słyszeć. Jesteśmy tutaj, aby rozwiązać ten problem, jeśli będziesz miał chwilę, aby odpowiedzieć na e-mail Trustpilot. Z przyjemnością skontaktuję się z Tobą bezpośrednio, aby rozwiązać ten problem.
Ordered pair of Timberland boots on…From Sweden to UK in less than a week!
Ordered pair of Timberland boots on 21st Feb and they arrived on 26th. Order was sent from Sweden via DHL who turned up earlier than expected. All around a.good experience, would buy from again.
February 27, 2025
Unprompted review
Reply from Heppo
Thank you for your review! We're happy to hear that the delivery was quick and smooth. We look forward to assisting you again!
Non delivery, no refund, no re-try offered.
Non delivery, they will not refund or re-try.
Their 'customer service' simply said "Unfortunately, I see that the package could not be delivered because there was no delivery address. I'm terribly sorry
for this mishap, and as a small consolation, we will make a direct 10% refund to you with the code ...."
and then "Unfortunately, we were unable to deliver your package with the Nike Air Huarache Run shoes due to an incorrect delivery address. 🏠 The package has therefore been automatically returned to us, and unfortunately we cannot redirect it."
It's not my problem that they didn't have a delivery address (which I absolutely DID supply). This is SHOCKING. I demand a full refund, now.
December 23, 2024
Unprompted review
Reply from Heppo
Hi Dani,
I'm really sorry to hear about the issues you've experienced with the delivery of your Nike Air Huarache Run shoes and the frustration it has caused. 🙁 We will definitely refund you immediately and perhaps there was a miscommunication there about how we want to resolve it? If the refund hasn't yet been done then we will immediately take care of it.
I'll happily look into this if you could respond to the Trustpilot Email that was sent to you through the system.
Greetings from Sweden,
Nikolas
Nightmare with returns
UPS wont accept the return parcel as i have no commercial invoice even although I stated that I didn't need one as its all digital, seams that is not the case, still have the parcel, a lot of running around and getting no where fast, not a great experience at all
December 11, 2024
Unprompted review
Reply from Heppo
Hi,
Thank you for letting us know about the issue with UPS. We're sorry to hear about your experience and the inconvenience caused.
Please get in touch with our customer service team, and we’ll assist you in resolving this matter as quickly as possible. We'll make sure to guide you through the process and find a solution.
Looking forward to helping you!
Best regards, Tage Footway+
i have just gone to the local UPS shop…
i have just gone to the local UPS shop to return my item and they need the invoice?! I did not have an invoice in the box just the returns label. What do I do?
December 7, 2024
Unprompted review
Reply from Heppo
Hello Angela,
I'm here to help, no need for a frown or a sigh,
You don't need an invoice, and I'll tell you why:
UPS now uses a process that's all digital,
No paper invoice needed, it's quite official. 🌟
If still unsure or this info feels new,
Feel free to call us, we're here for you!
Dial 0800 098 8300, it's free to chat,
We can discuss more – just like that!
Or if a call's not your choice today,
We can set up a pick-up, right away.
Just let us know, we're here to assist,
Ensuring your return goes smooth, not missed.
Greetings from Stockholm,
Nikolas
Missing Refund
On 23 October 2024 I bought a pair of wooden clogs (Alfred) which was, unfortunately, not the right size. So I returned them on 29 October, sticking the return label I had received on the outside of the parcel. I posted the parcel at my local instabox (Bredevej 6, DK-8250 Egå). However, today13 Nov (15 days later), the DKK 209.00 I paid for the clogs have still not been refunded.
The enclosed return label is definitely on the positive side, but the still missing refund severely detracts from my shopping experience.
November 13, 2024
Unprompted review
Trainers great just wrong size sent…
Trainers great just wrong size sent back and had no email of a return and still no refund which is 3 weeks ago they keep sending me same email saying it’s getting processed.
October 2, 2024
Unprompted review
Reply from Heppo
Hello,
Thank you for your message and for bringing this to our attention. We understand your concerns regarding the delivery time. The standard delivery can take up to 14 working days, but if it takes longer than that, please feel free to reach out to us.
Best regards,
Jeanett at Footway+ Team
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