Order Placement and Fulfillment

Q: What happens if an item I ordered is out of stock or priced differently?

A: If any of the items you have ordered are out of stock, delayed, or priced differently than indicated on your order, we will promptly notify you via email. If we do not receive a response, we will fulfill the remaining items on your order. We will not substitute any product without your explicit permission.

Q: Can I cancel my order?

A: Yes, you can cancel your order and receive a full refund within two hours of placing the order. Please send an email to info@heathe.co.uk with "Cancel" and your order number in the subject line.

Q: How will I know if my order is accepted?

A: Upon receipt of your order, we will send an acknowledgement email to confirm that we have received it. However, please note that this email does not constitute acceptance of your order. A purchase agreement will only be established after we have approved your payment and debited your credit or debit card. Once your order is fulfilled, we will send you the shipping information, including your tracking details.

Pricing, Payment, and Discounts

Q: What happens if there is an error in pricing?

A: If we identify an error in pricing, we will promptly notify you and take appropriate corrective action, which may include canceling your order or adjusting the price. We reserve the right to modify the quantity of goods or services offered, remove or alter them, and update information without prior notice.

Q: Can I use multiple discount codes on my order?

A: No, only one promotion code can be applied per order. Once an order has been placed, promotion codes cannot be used, even if the order hasn't been dispatched yet. Please check the promotional newsletter for any additional terms and conditions.

Delivery

Q: What are the delivery options for UK customers?

A: UK Standard Delivery ensures that your order will be delivered within a period of 5 working days from the date of order placement. While it is generally expected that you will receive your delivery within 1-2 working days, it is advisable to allow for a maximum of 5 working days for the order to be successfully delivered.

Q: Do you offer international delivery?

A: Yes, we offer free international delivery (subject to change), anticipate a delivery time of 3-5 business days for your order to arrive.

Q: What happens if I'm not available to receive my parcel?

A: If you are unavailable to receive your parcel, a delivery card will be left to arrange for redelivery or collection.

Returns and Refunds

Q: What is your returns policy?

A: For merchandise returns, the items must be returned in their original condition, including being unworn, unwashed, and unaltered, with the tags attached. Returns should be initiated within 14 days of receiving the order.

Q: What is the process for returns?

A: To ensure the efficient processing of returns, please include the returns form within the parcel. Failure to include the returns form or order details may result in delays, and we cannot guarantee that the return will be processed within the designated 10-14 working day timeframe.

Q: Will I be refunded for the return shipping costs?

A: In the case of international returns, any customs or import duties incurred will be the responsibility of the sender, unless the returned item is found to be faulty. Customs regulations vary significantly from one country to another, so it may be advisable to consult your local customs office for further information.

Q: When will I receive my refund?

A: Upon completion of the return process, your refund will be processed within a timeframe of 10-14 working days. However, please note that the time it takes for the refunded funds to appear in your banking statement may range from 3-5 working days. Original shipping charges are non-refundable.

Q: How can I confirm my refund?

A: Please log into your account for confirmation of the refund