Online Sales Returns
Returned items must comply with our returns policy:
- Items must be unwashed, unworn and with original tags attached
- Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping
- Swimwear items must be returned with the hygiene seals attached
You can return or exchange any item purchased on Heidi Klein within 21 days of the delivery date. We recommend that you book your return pick-up within 14 days of your delivery date to ensure that it arrives at our warehouse within 21 days. Shipping costs are non-refundable.
- If you live in the UK we offer free returns using our prepaid Royal Mail returns label (included in your order with the returns form). If you require a pre-paid returns label please contact us at [email protected]. We will exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed, within 21 days of delivery.
- When returning an item back to us using the prepaid label, please obtain proof of postage with a reference/tracking number from the Post Office.
- To ensure return or exchange accuracy, remember to enclose a copy of your despatch note 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 using the prepaid label or by registered delivery - sorry, but we cannot be held responsible for goods that don't arrive.
Please send your returns to:
Tactical c/o AM Trading
- Customers from the USA can ship the items back with your own courier (for this option you will need an RMA number, please email [email protected] to request it) or we can also arrange for your parcel to be collected and returned to us with DHL. Returns will be charged at $15, which will be deducted from the refund amount. If the total of the order is below $15 this will be taken as a payment over the phone.
- For this, we will need the total of number of items you would like to return, confirm the collection address, and the most suitable date (please give us at least 24 hours’ notice due to the time difference) and a time slot for the collection to be made (example 14.00-16.00).
- Please note exchanges cannot be made for international customers, only refunds. If a replacement size, colour or alternative items are required you will need to place a new order.
International Returns (Non-US or UK)
- Goods shipped outside the UK still benefit from our 21-day returns policy, but do not qualify for free returns. We recommend using a guaranteed service that requires a signature upon arrival, as we cannot be held responsible for goods that don't arrive.
- Please note exchanges cannot be made for international customers only refunds. If a replacement size, colour or alternative items are required you will need to place a new order.
- 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.
Please follow the below instructions:
1. First you will need to obtain an RMA number. To obtain your RMA number please email [email protected] and we will reply with this number.
2. Fill in the enclosed Returns form or as us for a new one.
3. Send item(s) back using a tracked service with your RMA number clearly marked. Having completed the paperwork of your chosen courier ensure all courier transit paperwork is addressed and consigned to our UK office.
In the goods description field on your courier’s transit document please state: ' Goods not suitable - being returned to UK' as well as the product description.
Tactical c/o AM Trading
4. Please get a receipt of payment with a reference/tracking number from the courier in case there are any issues with the package so we can track it.
For further enquiries please contact us on [email protected].
*Please note we are not liable for any customs duties and taxes that may be charged for items returned to the UK.
*Refunds can take up to 7 working days to be processed.