We hope you love your Heidi Klein purchase, however, if you are not completely satisfied, you can return your order within 14 days of receiving it. All products should be returned in resalable condition: new, unworn, and with all hygiene and garment tags attached. Accessories should be returned with all the original packaging.
How do I start a return?
To register your return, please visit our dedicated returns portal.
For more information, take a look at our returns page.
If you encounter any issues with this, please get in touch with us at hello@heidiklein.com and we will be happy to help.
Exchanges
For UK orders, you are able to request an exchange via our returns portal. Unfortunately, we are no longer able to provide exchanges for international purchases, including size changes, and a new order will have to be placed. Please email hello@heidiklein.com if your original purchase included a discount code, and we will be able to provide a new one.
Late Returns
If your purchase is outside of our 14-day return window, please email hello@heidiklein.com confirming your order number along with the pieces you would like to return, and we will advise accordingly. Please note that while we aim to accommodate your request, returns made outside of this timeframe may be accepted at the discretion of our team and may only be credited in the form of a gift card.
Faulty Items
Unfortunately, manufacturing process faults can occur. If you receive an item that you believe to be faulty, or if an item develops a fault, please email us at hello@heidiklein.com and where appropriate, we will arrange a replacement.
How Will I Know My Return Has Been Processed?
You can easily track your returned parcel using the tracking number provided by the postal service to ensure it arrives safely at our warehouse. After Heidi Klein receives your return, please allow up to 15 working days for your refund to be processed to the original payment method. You will receive a refund confirmation email from us.
Can I Return More Than One Order In The Same Parcel?
Yes, you can return items from multiple orders in one parcel. To ensure your return is processed promptly, please register each order through our returns portal and include the dispatch notes with the corresponding order numbers in the package.
Orders
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, and Heidi Klein gift cards. All payments are processed through a secure checkout system via Shopify Pay and Global-e.
How Do I Know If My Order Has Been Placed Successfully?
You will receive an Order Confirmation email with your order number once your order has been successfully placed. If you don’t see it in your inbox, please check your junk or spam folders, just in case the confirmation email was delivered there instead of your inbox. If it's still missing, please contact us at hello@heidiklein.com or through our Contact page, and we'll happily resend it to you.
Can I Cancel Or Make Changes To My Order?
We aim to get your beautiful purchase to you as quickly as possible, which means our warehouse team processes orders straight away. Depending on the status of your order, we may still be able to cancel an item or adjust the size for you. However, please note that we're unable to combine or add items to an existing order. If you need assistance, feel free to reach out to our Customer Care team at hello@heidiklein.com, and we'll do our best to help.
Shipping & Delivery
How Do I Track My Order?
You can easily track your order using the tracking number provided in your dispatch confirmation email. Simply click on the tracking link or enter the tracking number on the courier's website to see the status of your shipment:
We understand that plans can change. However, once an order has left our warehouse, unfortunately, we're unable to redirect it. If you'd still like to try redirecting your parcel after it's been dispatched, we recommend contacting the courier directly to see if this would still be possible.
Mailing Preferences
How do I order a free copy of Heidi Klein catalogue?
If you would like to order a free copy of our catalogue, please click here to enjoy our lookbook every season, delivered straight to your door.
How do I stop receiving marketing emails?
If you would prefer not to receive our marketing emails, you can easily unsubscribe by clicking the "unsubscribe" link found at the bottom of any of our emails.
How do I opt out of receiving a catalogue?
If you would like to opt out of receiving our catalogue, please email your postal address details to hello@heidiklein.com and we will remove your details from our direct mail list.
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