We offer free standard shipping and express next day for United Kingdom customers. For European customers, we offer economy shipping and endeavour to have your order with you within 5 - 10 working days. Depending on the destination and local customs, items may take a shorter or longer period outside these windows.
We endeavour to dispatch items within 24 hours of placing the order. However, in times of high order volume, packing and dispatch will take longer. Shipping rates will be shown during the checkout process.
Our shipping partner operates on working weekdays, we do not consider weekends and UK bank holidays as a working day. Any orders made after 12.00pm (GMT) on a Friday will be shipped on the following Monday. If the order is made after 12.00pm the day before a bank holiday, it will be shipped the next working day.
When your order was shipped you will have received a dispatch confirmation email with your tracking number and a link to track your order if this is possible with the shipping option that you have chosen.
We will refund any item that you are not completely happy with when you return it to us in a saleable condition within 14 days of receipt. Refunds will be credited to your original method of payment. Please note items should be returned intact and with their original packaging. You are responsible for the shipping of the return, we recommend using a tracked service. Please keep proof of postage.
To make a return please follow this process:
- Email firstname.lastname@example.org to submit a return.
- Once your return request has been submitted, it will be reviewed by and you'll be contacted within 48 working hours.
- Your return will either be accepted or rejected.
- Once your return has been accepted, please return the selected items along with your Order Number to the address below by creating a prepaid Royal Mail Returns Label with a link provided by Heist team.
- Refunds will be made back to the original order payment method within 5 working days of receiving the return. Once the refund is processed you will receive a notification via email and after this point, if you need to chase the payment, please get in touch with the company/bank you used to pay for the order.
- The shipping and the costs associated are the responsibility of the customer.
- We cannot process the refund until we receive the returned products so we recommend using a tracked/insured service, please keep proof of postage.