Shipping, Returns & Warranty

SHIPPING

We offer free standard shipping to United Kingdom customers when you spend £20 or more. 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. For international orders, we currently cannot prepay any local duties or taxes, these may charged to the customer depending on local laws. 

UK Shipping Rates:

1. Standard Shipping Royal Mail - Free (on orders over £20)
2. Standard Shipping Royal Mail - £3.99 (on orders below £20)
3. Express Shipping DPD - £5.00

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.

WARRANTY

We offer a 2 year warranty on Heist Hair Dryer. Please be aware that the warranty starts from the date of purchase so please keep a copy of the original proof of purchase.

For claims please email Customer Service info@heist-london.com.

RETURNS

Heist Hair Dryer

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on the Heist Hair Dryer, starting from the date of delivery. If you’re not satisfied within 30 days, you can return the dryer for a refund.

Eligibility

• The Heist Hair Dryer must have been purchased directly from heist-london.com
• The dryer must be returned in good working condition, with all original accessories included
• The product must not show damage caused by misuse, improper care, or accidental damage
• Returns must be approved and received at our authorised warehouse within 30 calendar days of approval
• Only the exact items listed in your return request will be eligible for a refund

Styling products (Heist Labs) are not included in this guarantee.

How refunds are processed

• Once your return is received and inspected, we’ll email you to confirm whether your refund has been approved
• Refunds can only be issued to the original payment method used for the purchase
• Approved refunds are typically processed within 5 business days
• Your bank or card provider may take additional time to post the funds

Return process

• To start a return, please contact our Support Team at info@heist-london.com for instructions
• Do not send items without contacting us first, as we may be unable to process the return
• Return shipping costs are the responsibility of the customer
• If we provide a return label, the cost of return shipping will be deducted from your refund

Important notes

We reserve the right to investigate any return where:

• The parcel is not received at our authorised warehouse
• Tracking information is missing, inconsistent, or appears altered
• Returned items are incomplete or not in reasonable condition

In these cases, refunds may be withheld pending investigation with the courier or our logistics team.

For items valued over £50, we recommend using a tracked service or purchasing shipping insurance. We cannot guarantee receipt of untracked returns.

If you purchased your Heist dryer from an authorised retailer, please follow that retailer’s returns policy, as we can only accept returns for items purchased via heist-london.com.

This guarantee does not affect your statutory rights under UK consumer law.

30-Day Returns Policy – All Other Products

This policy applies to all Heist products except the Heist Hair Dryer, which is covered separately by our 30-Day Money-Back Guarantee.

Hair Tools & Accessories

(Diffusers, stands, brushes, attachments)

We offer a 30-day returns policy on hair tools and accessories. You have 30 calendar days from the date of delivery to request a refund or exchange.

To be eligible:

• The item must be purchased directly from heist-london.com
• The item must be unused, in its original packaging, and in the same condition as received
• Returns must be approved and received at our authorised warehouse within 30 days of approval

Styling Products (Heist Labs)

Heist Labs products are personal care items. For hygiene and safety reasons, opened or used styling products are not eligible for return or refund.

If a styling product arrives damaged or faulty, please contact our Support Team at info@heist-london.com within 14 days of delivery, and we’ll arrange a replacement or suitable resolution.

How refunds work

• Once your return is received and inspected, we’ll email you to confirm approval
• Refunds are issued to the original payment method only
• Approved refunds are typically processed within 5 business days (your bank or card provider may take longer to post the funds)

Return process

• Please contact our Support Team at info@heist-london.com before sending anything back so we can provide return instructions
• Do not send items without contacting us first, as we may be unable to process the return
• Return shipping costs are the responsibility of the customer
• If we provide a return label, the cost of return shipping will be deducted from your refund
• If you use your own courier, you’ll pay the courier directly

Additional notes

• For items valued over £50, we recommend using a tracked service or purchasing shipping insurance
• We can’t guarantee receipt of untracked returns
• If you purchased from an authorised retailer, please follow that retailer’s returns policy - we can only accept returns for items bought via heist-london.com

This policy does not affect your statutory rights under UK consumer law.