FAQ

ACCOUNT / PAYMENTS

Do I need to set up an account to place an order?

You can shop with Heidi Klein without creating an account however, when you register with us and login to your account you will enjoy the following benefits:

Track your orders, review your past purchases, and order history
Save your address and card details so you can shop even quicker in future
Receive news about Exclusive Offers, Seasonal Promotions and New Arrivals

Is my personal information kept private?

We take data protection very seriously, we will not share your information with any other company without your consent unless we are required to do so by law for example, if you have won a prize or if you have made a request for specific information. For more information, please read our Privacy Policy in full.

I’ve tried to reset my password but have not received anything?

Please verify the email address entered and check your spam folder in case it is there. Alternatively, and if you have previously checked out as a guest, you may not have an account and will be able to register one under your preferred email address.

If you are still experiencing issues accessing your account, please contact our Customer Care team at [email protected] and we will be happy to assist you.

What payment methods does Heidi Klein accept and is it safe to use my credit card online?

We accept Visa, MasterCard, American Express, Maestro and JCB cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system. First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently.

To prevent any delays to your order, please ensure that all your details are entered correctly, although we are able to amend shipping details, we are unable to amend email addresses once an order has been placed. If you would prefer to place an order by telephone, you can call Customer Care on +44 (0) 203 904 8740.

How can I choose the currency I pay in?

From October 29th, Heidi Klein have partnered with Global E, experts in enabling merchants to sell globally in a localized manner. Please select your country in the top right corner and you will be able to: Place an order in your own currency Preview and tax and duty costs or opt to pre pay these at the checkout Please note that we are unable to cover the costs of currency fluctuation if you place an order in a currency different from the one denominated by your card issuer.

Shipping / Returns

Which countries does Heidi Klein ship to?

Heidi Klein delivers to most locations worldwide however we do not ship to Russia or APO/FPO boxes. For any further information, please contact our Customer Care team at [email protected] or calling us on +44(0)203 904 8740.

How long does delivery take, and how much will it cost?

For information on delivery and shipping charges to your destination, view our Shipping options

Is my package insured and do I need to sign for my order?

All your purchases are insured against theft and accidental damage whilst in transit from HEIDI KLEIN to your shipping address. Once your package has been delivered and signed for at your specified address, it is no longer covered.

How much taxes and duties will I have to pay?

Since November 2021, we have partnered with Global-e to facilitate all our international shipments and you will now be able to see any potential additional charges to your shipping destination at the checkout, before validating the payment. Please select your country in the top right corner first to view the correct price and shipping options for your destination.

Can I change or amend my order once it has been placed?

For UK orders, if it hasn’t been dispatched, we can amend the size only. For International purchases made through Global E, we can only cancel items. If you want to amend the shipping details, this can be done within the same country of destination, but if you wish to ship to a different country or add an item, a new order will have to be placed.

How do I return an item?

For information on returns from your country, view our Return options

Price adjustments policy

We are happy to offer a price adjustment on items purchased up to 15 days prior to the beginning of the sale start date. Please note that this will be applicable on the exact same style and size as long as it is still available to purchase when the request is made in order for us to proceed and will be refunded to your original payment method. We will be unable to offer any price adjustment on items purchased at the discounted price should these be further reduced.

Exchanges

Exchanges are only available for purchase delivered within the United Kingdom and for full price items only. Should you wish to obtain a different size, please place a new order. Exchanges will not be offered or processed on sale purchases.

Returns and refunds

From the day of receipt at our warehouse, please allow up to 10 working days for the return process to be completed and ensure you retain your proof of postage until your refund has been issued. Beyond that timeframe, please contact our Customer Care team and email [email protected] providing your return tracking number or a picture of your proof of postage so we can assist accordingly.

Can I return my online purchase in store?

Online purchases should be returned to our warehouse, but if you are based in London, you can drop off your items in store, simply bring along a copy of your dispatch note or returns form.