Frequently asked questions
What are your shipping policies?
You can find out more about our shipping policies, including costs, available regions, delivery times, and more under shipping.
What do I do if my order needs to be edited or is missing?
Please reach out to us at customercare@hettas.com and we will look into it as quickly as we can.
What is your return policy?
We have a 90-day return policy, which means you have 90 days after receiving your item to complete a return. You are free to try out the shoes as we have no limitations on wear & tear, but please include both shoes and all accessories upon return or exchange.
How do I return or exchange an item?
We offer free returns on our shoes, as we know shopping online for footwear can tricky. If you would like to make a return or exchange, please visit our return portal to start the process.
Why has my return & refund not been processed?
We process returns within 24 to 72 hours of receiving the package at our warehouse. Occasionally, the shipment will be marked as "delivered" when it has actually just arrived at the local post office. In these cases, it can take a couple of extra days for the package to make its way to our warehouse. As soon as the return is received and inspected by our warehouse partner, they will process it and we will send you a confirmation email. If your refund is not processed within 7 business days after your return is marked as delivered, please reach out to customercare@hettas.com.
What size should I order?
Our shoes tend to run a half size small so we recommend going up half a size. Once you've confirmed the length is correct, use the two midsoles to "goldilocks" the fit.
Do Hettas come in wide widths?
Not yet—but don’t count yourself out. Hettas are built on a female-specific last with a naturally triangular shape: roomier in the forefoot, snug in the heel. That means many women with wider feet still find a strong, supportive fit.
We recommend loosening the laces fully to slide your foot in, then adjusting to your preferred tension. Our engineered upper is designed to stay secure even when laced open.
If it still doesn’t feel quite right, we hear you—and we’re working on it. As a start-up, we chose to launch with one fit that serves the greatest range of women. But expanding width options is absolutely on our radar. Stay tuned.
Can I use my own orthotics?
Absolutely. Just pop out the insoles and insert your orthotics.
How do I relace the shoes?
Our shoes come factory-laced with the laces threaded over the eyelets, which looks clean but can make them harder to loosen properly. For a better fit and easier entry, we recommend relacing them.
Start by unlacing all the way down to the toe, keeping the lace in the bottom bar. Then re-lace upward, threading the laces from underneath through each eyelet. This allows for smoother tightening and a more adjustable fit.
Need a visual? [Watch our step-by-step video here.]
How are female and male feet different?
Check out our diagram HERE.
What makes Hettas different?
Unlike most brands that start with a male last and tweak from there, Hettas builds from the ground up—on a female last. That means our shoes are made to fit the shape and biomechanics of a woman’s foot from the start, not retrofitted to “shrink it and pink it.” Some brands are starting to make modifications, which is a step in the right direction—but as a brand that never relied on male lasts to begin with, we don’t have to modify. We get to design with intention. And trust us—you’ll feel the difference.
What terrain are Hettas shoes designed for?
Our shoes were designed for road running and light gravel. We've become quite popular in the Hyrox space as well!
Are Hettas shoes waterproof?
Not waterproof—but hear us out. Our TPU mesh upper is ultra-breathable, making it perfect for warm-weather runs. And because there’s no foam in the upper to soak up moisture, water doesn’t linger. After a rainy run, just pop out the insoles—your shoes will be dry and ready to go by the next day. Bonus: this quick-dry feature makes them a standout choice for travel.
Where are Hettas shoes manufactured?
Our products are manufactured with our trusted partners in China.
How many km/miles do the shoes last?
We’ve seen runners log over 1,000km (600 miles) in their Hettas. The TPU mesh upper maintains its structure mile after mile, keeping your foot securely supported. Our supercritical foam midsole resists packing out, and the addition of a Pebax® plate helps extend its performance even further. Built to go the distance—literally.
What is the upper made of?
TPU mesh—short for Thermoplastic Polyurethane—is a high-performance material known for its stretch, memory, and strength. It's flexible, durable, and built to last. We chose this premium upper to ensure it holds up as long as the midsole—so your shoe performs consistently from your first run to your last.
What is supercritical foam?
Supercritical foam refers to the process, not the material. Instead of being poured and compressed, the foam starts as a small “bun” and expands in a nitrogen chamber. This creates uniform cell structure—tiny, consistent gas bubbles throughout—which delivers a more responsive feel with enhanced torsional rigidity and stability across surfaces. The result? A ride that’s firm, controlled, and further supported by the plate.
What material is the plate?
Every pair of Hettas features a Pebax® plate—a lightweight, high-performance polymer supplied exclusively by French company Arkema, known for its roots in elite soccer cleats. Compared to carbon fiber or nylon, Pebax offers more flex, which allows us to tune each shoe’s ride by adjusting the firmness (durometer) of the foam on either side of the plate.
That’s how we deliver three distinct ride experiences. Even our softest ride, Cruise, maintains a responsive rocker feel thanks to the plate. The firmer the foam, the more rigid the midsole becomes—amplifying forward propulsion.
But here’s where Pebax really shines: its flexibility allows for metatarsal flex and some lateral give at toe-off—key for supporting women’s natural movement patterns. Carbon fiber can’t do that. Nylon comes close, but in our testing, Pebax outperformed them both. Its adaptability also lets us mold it to wrap the heel, adding stability without widening the foam. Translation: a more responsive, supportive ride—built for how women move.
What is the outsole made of?
Our Tempo and Speed models feature an outsole made from LWP (Lightweight Polymer)—a next-generation synthetic rubber that offers outstanding durability without compromising grip. For our Cruise model, we use a traditional rubber outsole to complement its softer, more cushioned ride.
How do I clean my shoes?
Machine wash on cold and air dry. Please remember to remove insoles first if you put them in the washer. Do not dry shoes near direct heat.