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FAQ

account / payments

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

In order to ensure a smooth delivery for your items we ask you to provide us with certain information. This will automatically create an account, however this information is kept strictly confidential.

Is my personal information kept private?

Data protection and your privacy is taken very importantly to us at Heidi Klein, and none of your personal details are passed on to 3rd party companies for mailing or marketing purposes unless stated. To read more about how your data is kept, please see our Privacy Policy.

I’ve forgotten my password - what should I do?

When you try to login you will be presented with an option called ‘forgotten password’. Select this option and follow the steps, you will then be emailed a link to reset your password. Follow these steps and you will then be able to access your account.

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

We accept Visa, Visa Debit, Mastercard, Maestro and PayPal

How can I choose the currency I pay in?

The website is set to recognise the location of your IP address. If for any reason the website does not appear in the currency of the country you are viewing it in, please contact hello@heidiklein.com

general

How do I know when an item will come back into stock?

When an item is out of stock, an option for EMAIL ME WHEN IN STOCK will appear. Simply fill this form out and you will be sent an email as soon as it is back in stock in the size you require.

Why is it so expensive?

Heidi Klein is all about the details - those you can see and those you can't - to give the wearer a truly transformational swimwear experience. See our Philosophy and Promises page for more information.

Does your swimwear fall apart after one season?

With unparalleled investment in fabric testing, our products are tested for real life and built to last. We ensure:

  • Vibrancy of colour over time
  • Rigorous SPF and anti-transparency testing
  • Fabrics won't deteriorate, bag, or stretch with wear
  • Structure to deliver comfort and confidence no matter how active your beachlife.

See our Philosophy and Promises page for more information

Where does the fabric come from?

We invest in the finest Italian fabrics to deliver a luxurious textured look and handfeel, along with premium performance. Our matte based 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 card?

Gift cards can be purchased both in store, or you can buy our gift vouchers on our website. To find out more information on our gift vouchers click here.

Do gift vouchers work in store and online?

Our online gift vouchers are only redeemable online, and our in store gift vouchers are only redeemable in store.

Shipping / Returns

Which countries does Heidi Klein ship to?

We ship to multiple countries, all over the world. All international orders are sent by DPD and DHL. Please check their websites for a list of countries and fees.

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

Most orders are dispatched within 24 hours however occasionally there may be a delay if we need to review your order or during busy periods. Please note all orders are sent using registered post or courier and therefore must be signed for. 

Shipping to the UK:

Free delivery on all orders over £250
Standard delivery:
 £4.95 (3-5 working days)
Next day delivery: £9.95 (order by 11am excl. Scottish Highlands, Islands, weekends & bank holidays)

Shipping to the UK Non Mainland:

Free delivery on all orders over £250
Northern Ireland, Isle of Man, Channel Islands:
£12 (4-5 working days)

Shipping to Europe:

Free delivery on all orders over €500
European delivery:
€10 (up to 5 working days)

Shipping to US and Canada:

US and Canada delivery: Free (up to 7 working days)

Shipping to China:

Free delivery on all orders over $500
Chinese delivery:
$15

Shipping to Rest of World:

Free delivery on all orders over £400*
Rest of World delivery:
£12* (up to 7 working days)

* Please not this fare is applicable to Norway and Switzerland. We can only ship to business addresses in Russia and timescales may vary depending on location.

All UK deliveries are sent via DPD, all Non-UK deliveries are sent via DHL.
Any import duties & customs fees will be included in the total that you pay at checkout; no further charges will be due on delivery.

If you have any questions about our shipping, our customer service team will be happy to help:
hello@heidiklein.com
+44 (0)20 7259 9424 (UK and International)

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

All orders are sent using registered post and therefore must be signed for.

How much duties and taxes will I have to pay?

This will be dependent on the country we are shipping to. Please refer to DPD’s website for fees.

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

Yes, simply call or email our customer service team on +44 (0)2072599424 or hello@heidiklein.com and we can make any necessary amendments to your order so long as it has not been shipped. We aim to ship your order within 24 hours.

How do I return or exchange an item?

Extended Online Christmas Returns

  • We accept online returns until the 15th of January for all the orders placed from the 28th of November - 23rd of December.

UK Returns

  • If you live in the UK we offer free returns using our prepaid Royal Mail returns label (just in case you change your mind). If you require a pre paid returns label please contact us at hello@heidiklein.com. We will exchange or refund any unworn, unwashed merchandise, with all labels intact and not removed, within 28 days of delivery.
  • When returning an item back to us using the prepaid label you must get proof of delivery from the Post Office.
  • To ensure return or exchange accuracy, remember to enclose a copy of your invoice or receipt 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:
Heidi Klein Returns
The Perfume Factory, 
140 Wales Farm Road,
London,
United Kingdon
W3 6UG

International Returns

  • Goods shipped outside the UK still benefit from our 28-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:
Heidi Klein Returns
The Perfume Factory, 
140 Wales Farm Road,
London,
United Kingdon
W3 6UG

  1. First you will need to obtain an RMA number. To obtain your RMA number please email hello@heidiklein.com and we will reply with this number.
  2. Fill in the enclosed Returns form or simply download.
  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 couriers transit document please state: ' Goods not suitable - being returned to UK' as well as the product description.

    Heidi Klein Returns
    The Perfume Factory, 
    140 Wales Farm Road,
    London,
    United Kingdon
    W3 6UG

  4. Please email hello@heidiklein.com your courier reference / tracking number.

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

    *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.

measurements / fitting guide

How do I know what size I am?

Whatever sizing you use, to find your perfect fit at Heidi Klein have a look at our Size Guide. We also offer our Fit by Phone service to give you the best guidance for your own personal shopping experience and help you find the perfect style and size when you buy any Heidi Klein items.

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

Our sizing has changed as we have focussed more on finding the perfect fit. An XS is typically a size 6 or a size 0. A S is size 8 or 1. A M is a size 10 or 2 etc.

How can I measure my size?

Making sure you find the perfect fitting swimwear is our priority. We offer a Fit by Phone service, or a guide to measuring at home.