FAQ

ACCOUNT / PAYMENTS

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

You can shop at HEIDI KLEIN without creating an account. However, register with us and you'll be able to enjoy the following benefits:

Track your orders and review past purchases
Save your address and card details so you can shop even quicker next time
Receive any seasonal promotions

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 forgotten my password - what should I do?

To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Alternatively, send us an email 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?

You can change the currency at the top right corner of the website, next to the login option. If you are shipping to the United Kingdom, please select GBP, when shipping within Europe you can select EUR, to Australia select AUD, alternatively you are able to pay in US Dollars. 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. If your order was placed in GBP but your payment provider is using EUR, the amount charged and refunded might be different based upon your bank’s exchange rate and we are unable to cover any potential loss you may incur as a result.

Shipping / Returns

Which countries does Heidi Klein ship to?

Heidi Klein delivers to most locations worldwide, except Russia and APO/FPO boxes. Please contact our Customer Care team if your country is not listed.

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

*Please note that during our busy Sale period it may take us additional time to process your order

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. To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery.

How much duties and taxes will I have to pay?

Taxes and duties are calculated according to your shipping destination. Most countries are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.Whereas when a DDU (Delivery Duty Unpaid) destination is selected (Russia), the product prices displayed are exclusive of all taxes and duties, as well as UK VAT. So once your order arrives at its destination you will be required to pay all import duties, customs and local sales taxes levied by the country you are shipping to, in order to release your order from customs.

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

Once an order has been placed, we are only able to amend your shipping details and contact information such as telephone number however please be aware that we are unable to amend the email address used for purchase. Should you wish to add an item or amend a size, please proceed and place a new order and let us know so we can attempt and cancel the delivery or proceed and recall your package, please contact the Customer Care Team as soon as possible to cancel the delivery.

How do I return or exchange 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

Please note that at present we have no visibility on returns and are unable to notify you once a parcel arrives at our warehouse, so please allow up to 10 working days for your refund to be processed from the day of receipt of your parcel. Should you need further assistance with your return, please email us providing your return tracking information and the email address used to place your order so we can assist you accordingly. Please ensure that in all instances, your proof of postage is kept until your refund has been issued.

Can I return my online purchase in store?

This option is only available for UK-based customers on orders shipped within the UK. For additional information, please view our Return options. Please ensure that in all instances, your proof of postage is kept until your refund has been issued.

measurements / fitting guide

How do I know what size I am?

In order to ensure the most flattering fit, try our Fit by Phone service by calling us on +44 (0) 203 904 8740 to provide you with the best advice.

Why does my Heidi Klein item say a numerical size and the website says XS, S, M, L, XL?

Our older styles had numerical sizes, our new ones have a size range that goes from the XS to the XL. A size 0 equals an XS, size 1 = S, size 2 = M, size 3 = L and size 4 = XL.

How can I measure my size?

Bust: Measure around your chest at the fullest point of your bust, making sure to keep the tape in a straight line. Waist: Measure around the smallest point of your torso, your true waist. Hips: Measure around your body at the widest part of your bottom making sure to keep the tape measure straight around the body.

General

Where does the fabric come from?

The finest Italian fabrics deliver a luxurious textured look and handfeel, along with premium performance. Our matte base fabric is the richest and most velvety, and we specify compact fabrics with just the right amount of give, to smooth, shape and support the structure of each piece, wear after wear.

How do I buy a gift voucher?

If you would like to purchase a gift voucher from us, simply call our Customer Care Team on +44 (0) 203 904 8740 or email us at [email protected] providing us with your contact details and a member of our Customer Care Team will get in touch with you at a convenient time to finalise the purchase.

Do gift vouchers work in store and online?

Gift vouchers from store will only work at the store and online gift vouchers will only work online.

What is your ethical and sustainability position and commitments?

•   Local Economy/ Microcosm: Focus on family run suppliers and manufacturers who understand the impact of their businesses on the local economy. We work with fabric mills and printers who recycle the water used to dye fabrics, purchase trims/ raw materials from local suppliers and who have independent and international compliance certification. We also have many suppliers who offer employees options of self-improvement through classes, exercise, etc.
•   Strict Compliance: A representative from Heidi Klein has visited all suppliers we have placed production with to ensure health and safety is a priority. We also require international certification to prove fair and equal rights are given to all employees.
•   Vertical Operations: We have been focusing on more vertical operations whereas the fibers/ yarns are also sourced from the surrounding area and not shipped in from a different continent; - Environmental Impact: We focus on suppliers and manufacturers who are aware of their impact to the environment and climate. Specific points we look at are energy use, CO2 emission and Carbon footprint.
•   Environmental certification: We do our own due diligence to ensure that our fabrics adhere to REACH certification.
•   As a company, we are looking at more economic and environmentally friendly ways of shipping product and components to avoid unnecessary impact to the environment.
•   We work to ensure there is as little waste as possible between fabric, components and production.
•   One of our partners in Sri Lanka has recently been awarded a Presidential Award (very high national honor) for their efforts towards environmental conservation and protection while also focusing on the long run clean and green production. They are working towards reducing plastic in the work place, monitor their energy and CO2 emissions.
•   Elsewhere in Spain and Portugal, our printing mills and factories are focused on using recycled water and reducing energy emission (switching to solar power as much as possible).