What is an online profile?

By creating an account at heidi klein you will be able to shop faster, be kept up to date on an order's status, and keep track of the orders you have previously made. We will not make your information available to any 3rd party companies.

How do I save my information?

To register with heidiklein.com, click the "My Account" text at the top of the screen. On the next screen, click "continue" in the New Customer box. Type in your shipping information, email address and password. Click on the "Continue" icon and you'll see a message confirming your account.

Do I have to register to shop online?

Yes, but you'll find registering beneficial and effortless.

Does it cost anything to register?

No.

Why should I become a registered user?

For convenience:

• You won't have to re-enter your shipping or billing addresses; when you place an order they will be filled in automatically.
• You can browse your current order's status, as well as previous orders
• If you wish, we'll keep you informed of new offers and great deals at heidiklein.com

Once I'm registered, how do I log on and off?

From our homepage, go to "My Account" and enter your email address and password in the Returning Customer section. Once you've typed in the info, click on "Continue" to complete.To log off just click "Log Off" from the top of the screen. You'll need to log on again if you want to place an order or check the status of a previous order.

What if my user info changes?

No problem. You can edit or update your account information at any time. Just log-on with your email address and password, and you'll see all your registered information.

How to Place an Order

Select a department from the menu banner. Click on an item, choose a colour and size, and 'Add to Suitcase'. Continue shopping or choose Checkout to proceed to the check out.

How do I add items to my suitcase?

After you 'Add to Suitcase', the items will be placed in your shopping basket until you check out. You can review your suitcase anytime by clicking on the 'My Suitcase' button. If an item that you selected is not appearing in your shopping bag, double check its availability. To remove anything from your shopping bag, click on 'remove'.

How do I checkout?

Checking out is easy: Go to 'My Suitcase' to review your order. Click on Checkout. Sign into your account, or register a new account. Enter your shipping details, and proceed through to delivery and payment details. You'll see a summary of your order on screen to ensure all the information you've entered is correct.

How do I pay for my order?

We accept credit and debit cards from Visa, MasterCard, American Express, Switch and Maestro.

Can I pay online with a Gift Certificate from one of your stores?

No, not at this time.

What if I make a return or exchange?

Please see our returns section

Is there any VAT or tax to pay?

All prices include US or UK taxes. Non EU or US orders will have tax automatically deducted. For more information please see our international section.

How can I be sure my order went through?

When we receive your order, we'll send you an e-mail confirmation usually within minutes. If you do not receive an e-mail call us on 0845 206 2000 before placing another order.

How do I know that my order has been shipped?

When your order has been shipped, we will send you another email with your tracking number and a link to where you can track it online.

How do I order and send a gift to someone?

Fill out the recipient's info in 'Shipping Address'. Include a note in the Special Delivery Instructions section (when entering the shipping address). You'll receive the receipt at your billing address, and the present will be delivered to the shipping address.

If I order a gift certificate, will I be able to give it to someone else?

Yes. However, we can only accept gift certificates in our stores.

Do you charge extra for international orders?

Shipments outside of the EU or USA may be subject to import duties and taxes, which are the responsibility of the recipient. Rates vary by country and by what was ordered so we are not able to supply an estimated cost. Contact your local customs offices for more information.

How long does it take to deliver overseas?

In-stock items should be received between 3-5 business days.

What if my package is not delivered?

Orders that are returned to us due to an incomplete or incorrect address provided will not be returned to the customer and will only be resent at the customer's expense. Additionally, orders that are abandoned by the customer, for whatever reason, will not be returned to the customer and will only be resent at the customer's expense.

Will you convert my total into my currency?

No. You will be billed in the rate and currency displayed on our website, and your credit card company will convert the charges for you.

Can you convert sizes?

Sorry, at this time, we cannot convert sizes. We suggest referring to online resources for help.

How do you ship?

We ship with Fedex. A signature will be required upon delivery.

How long does shipping take?

UK orders take 1 - 2 business days for delivery.

USA orders take 3 - 4 business days for delivery

International orders take 3 - 5 business days for delivery

Can you ship same day?

We offer same day shipping in London. Please call us to arrange this:

London 0845 206 2000

Additional Information

* For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing and dispatching your order.

* Shipments made outside of the US and EU may be subject to import duties and taxes, which are levied once your package reaches the country of destination and are the responsibility of the recipient. Packages abandoned for whatever reason will not be returned to the buyer and will only be replaced are the buyer's expense.

Do you offer free returns?

Yes - if you live in the UK we offer a free returns service. This does not apply to sale goods.

What is your returns policy?

If you are not completely delighted with your purchase, you can return your items within 14 days for an exchange or full refund. We exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed. You'll also need to include a copy of your original purchase receipt or invoice. Worn or damaged items will not be accepted.

Are there any items your returns policy does not apply to?

Yes - gift-wrapping and delivery costs are not refundable.

What happens after I've returned my items?

Credit and debit card purchases will receive credit back to the card used. Please note that we cannot process return merchandise without a receipt or invoice. For exchanges, we will dispatch your new item on receipt of your returned item. If the returned item is of a higher value than the new item we will refund the difference back to your credit or debit card.

How do I send it back?

If you live in the UK please send returns to the address bellow with a full copy of the receipt. For all non sale items we will refund you the postage as it appears on the stamp along with the item.

If you live outside the country, please send your items to:
heidiklein.com Returns
257 Pavilion Road
London
SW1X 0BP
UK

Unfortunately at this time we are unable to offer free returns outside the UK

To ensure return accuracy, remember to enclose a copy of your invoice or receipt with your return. Be sure to keep the original for your records. Please also include your email address or daytime telephone number so we can contact you if necessary. Always send goods back by recorded or registered delivery - sorry, but we cannot be held responsible for goods that don't arrive.

This website ("Site") is operated by Heidi Klein Limited ("we/us"). We're based at 257 Pavilion Road, London, SW1X 0BP, UK. We can be contacted at this address or call 0845 206 2000.

We will never pass your details on to 3rd party companies for mailing or marketing purposes.

For more information about how we keep your data please see our privacy policy.

We reserve the right to suspend the Site at any time with immediate effect for operational, regulatory, legal or other reasons.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.

We offer a 14-day returns period for all items purchased at heidiklein.com. We calculate this from the date your order was dispatched.

If you live in the UK we offer a free returns service. We exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed, within 14 days of delivery. We are unable to offer free returns on sale items.

Goods shipped outside the UK still benefit from our 14-day returns policy, but do not qualify for free returns. We recommend using a guaranteed service that requires a signature upon arrival at Mail Order, as we cannot be held responsible for goods that don't arrive.

Your UK statutory rights are not affected by our returns policy.

All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK and US sizes. Please refer to the size guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the Site are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

Prices are subject to change without notice. UK prices are inclusive of VAT (as applicable).

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

We continually update our online store. From time to time our retail stores may run special local promotions (which may not be available on the Site) or we may offer special discounts online that are not available in the retail stores. Some Site promotions may not be available to customers in particular jurisdictions.

When you place an order on the Site we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made and you will be charged.

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

The product ordered being unavailable from stock
Our inability to obtain authorisation of payment
The identification of an error within the product information, including price or promotion
If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site.

The Site and its content are protected by intellectual property rights, including copyright and trade marks. Except as expressly authorised by us or relevant third parties, you agree not to copy, download, adapt, alter, modify, rent, lease, loan, sell, distribute or create derivative works of any content of the Site, in whole or in part.

We shall not be liable to any person for any loss or damage, which may arise from the use of any of the information contained in any of the materials on the Site.

All rights, including copyright, in this Site are owned by or licensed to Heidi Klein Limited. Any use of the Site or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Heidi Klein Limited. We have taken every care in the preparation of the content of this Site. To the extent permitted by applicable law, and save as otherwise specified by us, we disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this Site.

Certain (hypertext) links in this Site will lead to websites which are hosted by 3rd party companies. When you activate any of these you will leave the Site and we have no control over, and will accept no responsibility or liability in respect of, the material on any website which is not under our control.

These exclusions of liability shall not apply to any damages arising from death or personal injury caused by our negligence.

These terms and conditions shall be governed by and construed in accordance with English Law and it is agreed that the English courts shall have exclusive jurisdiction in the event of a dispute. If any terms shall be unlawful, void or for any reason unenforceable then that provision shall be deemed severed and shall not affect the validity and enforceability of the remaining provisions.

All information on this Site is © Heidi Klein Limited or its subsidiaries or, where applicable, independent content providers and third parties. All rights reserved.

When you shop on this Website, we will ask you to input and will collect Personal Information from you. Your data will enable us, and our processors, to fulfil your order.

We never pass on your data to 3rd party companies for mailing or marketing purposes.

We use your information only for the following purposes:

If you choose, we will also send you email newsletters to inform you about our products, services, promotions and special offers. If you no longer wish to receive email newsletters simply unsubscribe from the email at any time or send an email to hello@heidiklein.com with your details and marked "unsubscribe"

We may use Cookies to keep track of your current shopping session to personalise your experience and so that you may retrieve your shopping basket at any time - if you do not accept Cookies you will be unable to use this Website.

We may also obtain information about your usage of our website in order to help us develop and improve it further. This information may include the URL you came from, IP address, domain types (like .co.uk and .com), your browser type, the country where your computer is located, the pages of our website that were viewed during your visit, the advertisements you clicked on, and any search terms that you entered to reach our website. We will only use this information to support improvement of this website.

We comply with the standards, procedures and requirements laid down in the UK Data Protection Act to ensure that the personal information you give us is kept secure and processed fairly and lawfully.

In assessing your request for goods or services, we may use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Fraud Prevention Scheme. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out above.

You should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and /or User Information we are entitled do so.

If you would like more information, or a copy of the data we hold on file, please contact us at

To the fullest extent permitted by Law, heidi klein is providing this website and its contents on an 'as is' basis and makes no (and expressly disclaims all) representations or warranties of any kind with respect to this website or its contents including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, heidi klein does not represent or warrant that the information accessible via this website is accurate, complete or current.

Except as specifically stated on this website, to the fullest extent permitted at law, neither heidi klein or any of its affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this website. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

For the avoidance of doubt, heidi klein does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of heidi klein, its affiliates, directors, employees or other representatives.

We use Business Post for UK parcels and Fedex to ship internationally. Most orders are dispatched within 24 hours, but occasionally there may be a delay if we need to review your order.

If you live in the UK we offer a free returns service (just incase you change your mind). This does not apply to sale goods. We exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed, within 14 days of delivery. We are unable to offer free returns on sale items.

Goods shipped outside the UK still benefit from our 14-day returns policy, but do not qualify for free returns. We recommend using a guaranteed service that requires a signature upon arrival at Mail Order, as we cannot be held responsible for goods that don't arrive.

To return an item please send returns to the address on the receipt with a full copy of the receipt. For further enquiries please contact us on hello@heidiklein.com

0845 206 2000 (UK and International)