Customer Service

How to place an order?

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. If you have any problems please contact customer services on +44(0)845 206 2000 or email hello@heidiklein.com Monday to Friday 9am-5:30pm.

What methods of payment do you accept?

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

Can I pay online with a heidi Klein Gift Voucher?

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

 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 or email hello@heidiklein.com Monday to Friday 9am-5:30pm  before placing another order.

How do I know my order has been shipped?

When your UK order has been shipped our courier company interlink or DPD will send you an email with your tracking number and a link to track your parcel it online. You will also receive a txt message on the day of delivery. For your International order our courier company Team Air will send you an email with your tracking number and a link to track your parcel it online. .Please not all orders MUST be signed or, if your order is not signed for we will not be able to deliver it.

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 re sent 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 re sent at the customer’s expense.

Which countries do you ship to?

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

How much duties and taxes will I have to pay?

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.

What is your returns policy?

If you live in the UK we offer a free returns service. This does not apply to sale goods.  Our policy is we will exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed, within 14 days of delivery. 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.

Once your return is received we will refund you for the cost of sending the goods back to Heidi Klein. This price will be on your box for our reference..

Gift vouchers cannot be returned or exchanged for cash.

Goods shipped outside the UK still benefit from our 14-day returns policy for a refund but please note international orders do not qualify for our exchange policy or for our free returns policy. All international returns must have a RMA number.

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 or cal 0845 206 2000 (UK and International).

How do I exchange an item?

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:

Heidi klein
257 Pavilion Road
London
SW1X 0BP
UK

What happens after I've returned my items?

You will receive an email confirmation once we have received and processed you return. 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. If it is less customer services will contact you for payment.

What is an online account?

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.

 Do I have to register to shop online?

No you do not need to register to shop online, you can now shop and checkout as a guest. Simply click check out as guest when you get to checkout.

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.