Customer Services

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

• UK  2 to 3 days   £8.95
• Sameday (London zone 1) order by 11am   £25
• Next Day (Mainland UK excl Scotland, Ireland, Wales)  order by 11am   £16
• Europe up to 5 days £25
• US up to 7 days £25
• International up to 7 days £35

We use Team Air to ship orders outside of the UK & Europe.  Any import duties & customs fees that may apply to goods entering your country are included in the price of the product as shown on the website and exclude UK VAT.

If you live in the UK we offer a free returns service (just in case 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.

We are not liable for any customs duties and taxes that may be charged for items returned outside of the  UK and therefore you should ensure that you follow the Returns instructions as provided with your  parcel ensuring that you clearly indicate that the item is a stock return.

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)

We offer same day shipping in London. Please call us to arrange this:
London 0845 206 2000

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)

Goods shipped outside the UK still benefit from our 14-day returns policy, but do not qualify for free returns. Please ensure the below International Returns process to avoid any customs and duties charges against your return.

Import duties & Customs Fees
We use Team Air to ship orders outside of the UK & Europe. Any import duties & customs fees that may apply to goods entering your country are included in the price of the product as shown on the website and exclude UK VAT. Goods shipped outside the UK still benefit from our 14 day policy but do not qualify for free returns. Any unwanted goods must be returned to us with all labels intact with a copy of your receipt, exchange instructions and RMA number clearly written on the receipt.

How to Return & Exchange
First you will need to obtain an RMA number before you arrange your courier. To obtain your RMA number please email returns@heidiklein.com. There will be a box on the courier transit document as provided by your chosen courier which will state reference number. It is most important that you state the RMA number in this field.
Completing the paperwork of your chosen courier: All courier transit paperwork must be addressed to our UK sorting / distribution company:

Team Air Express, Unit 8, Crown Way , Horton Road, West Drayton , Middx. UB7 8HZ, UNITED KINGDOM

• Please do not show Heidi Klein’s name on any of the courier paperwork
• In the goods description field on your couriers’ transit document please state: ‘UK origin goods, being returned’ as well as the product description.

• Once you have completed all the paperwork please forward copies of paperwork or confirmation of your courier transit documentation number to returns@heidiklein.com.

Please use return label as supplied within your order and also state the RMA number as provided to you by email and attach the label to the package.

For further enquiries please contact us on hello@heidiklein.com

0845 206 2000 (UK and International)

Once your order has been shipped, you will receive email shipping confirmation detailing the tracking number with a link to the Business Post courier tracking system. Simply enter the tracking number into the Business Post website and you can view and track the status of your order.

Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number with a link to the Business Post courier tracking system. Simply enter the tracking number and you can view and track the status of your order.

Starting from our Resort 2011 collection, it is now possible to purchase different sized tops and bottoms from a bikini set.  Simply select the bikini you love and choose both your desired colour and size from the drop down menus before adding to your basket.  If you would like some assistance, our customer service team will be happy to guide you through on 0845 206 2000 or email hello@heidiklein.com.

All products are sold by the international sizing scheme used by the designer.  To convert your usual size simply click on the “size guide” link which you will find on every product page.

Where an item runs small or large to size, this will be identified within the “size & fit” tab on every product page.
In addition, our team of Personal Shoppers tries on every item we stock and can answer all your questions on sizing and fit.

Heidi Klein delivers to 170 countries worldwide. Please note that we are unable to deliver to Post Office boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to forwarding addresses, which includes Aramex addresses

At this time we charge in GBP.

Any import duties & customs fees that may apply to goods entering  a non EU country  are included in the price of the product as shown on the website and exclude UK VAT.

Due to the high value of the goods, we require proof of delivery for all orders.  This means that we are unable to authorize packages to be delivered without a signature.

Exchanging an item is simple. Complete the documentation provided with your package. Indicate which item you would like to exchange along with any details of the item you wish to exchange it for. Ensure you enclose this document with the item you are returning along with your receipt.

Exchanged items will not be charged postage.

Please send your items to:

heidiklein.com Exchange
257 Pavilion Road
London
SW1X 0BP
UK

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. Gift vouchers cannot be returned or exchanged for cash.

Yes – delivery costs and gift vouchers are not refundable.

Please allow up 7 days for your refund to be processed and for your bank account to be credited. 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.

Returning an item within the UK is simple. Send returns to the address below with a full copy of the receipt indicating which items you wish to return. For all non sale UK items we will refund you the postage as it appears on the stamp along with the item

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

If you live in the UK we offer a free returns service (just in case 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.

We are not liable for any customs duties and taxes that may be charged for items returned to us  outside of the  UK and therefore you should ensure that you follow the Returns instructions as provided with your  parcel ensuring that you clearly indicate that the item is a stock return.

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)

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)

Any import duties & customs fees that may apply to goods entering  a non EU country  are included in the price of the product as shown on the website and exclude UK VAT.

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.

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.

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

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

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.

Simply click on the “forgot password” link on the sign in page where a new password will be sent to you.

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.

Shopping with heidi klein is easy. Simply select a department from the menu banner. Click on an item, choose a colour and size, and ‘Add to Basket’. Continue shopping or choose Checkout to proceed to the check out.

After you ‘Add to Basket’, the items will be placed in your shopping basket until you check out. You can review your basket anytime by clicking on the ‘My Basket’ 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’.

Checking out is easy: Go to ‘My Basket’ 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.

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

No, not at this time but you are able to purchase gift vouchers online and they are redeemable at our stores in Chelsea and Notting Hill.

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.

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.

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.

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

In-stock items will take up to seven days to be 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.

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.

We ship with Team Air. A signature will be required upon delivery.