Returns Policy

For the gifting period, we have extended our usual 14-day returns policy. Items purchased between 26th November 2024 and 23rd December 2024 can be returned up until 7th January 2025.

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.

UK and Northern Ireland Returns

To start your return for orders delivered within UK mainland and Northern Ireland, you will need your order number and either the email address used for purchase or your delivery post code.

1. To register your return, please log onto our UK Return portal using your 5-digit order number without the '#' (found in your confirmation email). For example, if your order is “#01234,” enter 01234. You’ll also need your delivery postcode or purchase email.

2. Select the item(s) you wish to return and choose a reason from the dropdown.

3. You will then be able to select your preferred service and either print your label at home or select the QR code option via Royal Mail, Yodel, or InPost locker at the cost of 5 GBP.

Alternatively, you can select 'No Carrier' and post your return with your preferred service.

Choose your returns method:

• Royal Mail Drop-off (print at home): a returns label will be emailed to you to print and affix to the outside of the package.
• Royal Mail Parcel Collect (print at home): a returns label will be emailed to you to print and affix to the outside of the package. The postman will then collect the parcel from your home.
• Royal Mail Drop-off (QR code): this is a paperless option. A QR code will be emailed to you. Simply take it to your local Post Office, and they will print the label for you.
• Yodel Drop-off (print at home): a returns label will be emailed to you to print and affix to the outside of the package. To find your nearest Yodel drop-off point click here.
• Yodel Drop-off (QR code): this is a paperless option. A QR code will be emailed to you. Simply take it to your local Parcel Shop and they will print the label for you. To find your nearest drop-off point click here.
• 24/7 InPost Locker: this is a paperless option. A QR code will be emailed to you. To find your nearest InPost locker and check availability before dropping off your return, please click here. 

No Carrier: an address label will be emailed to you, which allows you to return your order with your preferred carrier.

4. Please enclose the dispatch note received with your parcel, ensuring no previous labels are visible on the package, and retain your proof of postage until your refund is processed. 

5. 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.

Please note: If you choose to self-post your return, the items remain your property until received by Heidi Klein. Please ensure you use a tracked service and keep your proof of postage until your refund is issued.

International Returns

To start your return for orders delivered Internationally and all other UK non-mainland locations (including Jersey, Guernsey, and the Channel Islands), you will need your order number and the email address used for purchase.

1. To register your return, please log onto our International Return portal, and enter your 6-digit order number including the '#' symbol. For example, if your order number is “#123456,” enter #123456. You’ll also need the email address used upon purchase. 

2. Select the item(s) you wish to return and choose a reason from the dropdown.

3. Choose your return shipping method:

•  Standard Self-postage return option: if you want to send back the items with the shipper of your choice at your expense, please send the pieces back to the below address:

Heidi Klein Returns
Unit 21 Thomas Road
Wooburn Industrial 
Park Wooburn
Green Bucks
HP10 0PE
United Kingdom

 Please note: If you choose to self-post your return, the items remain your property until received by Heidi Klein. Please ensure you use a tracked service and keep your proof of postage until your refund is issued.

•  Express pre-paid return option: If you choose this option, the return fee will be automatically deducted from your total refund amount. The charge will be displayed based on your location.

4. You will then be able to save and print your return label and proceed according to your choice.

5. Please enclose the dispatch note received with your parcel, ensuring no previous labels are visible on the package, and retain your proof of postage until your refund is processed.

6. 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.