Our response to COVID-19

As ever, the care and support of our customers remains a top priority. Our incredible warehouse team is working hard to make sure your Heist experience is impeccable. They are following official hygiene guidelines, and have increased their regular antiviral procedures. And of course, if you have any concerns our Customer Collective team is here for you from Monday- Friday, 10am-5pm GMT and will do their best to ensure everything runs as smoothly as possible.

We’ll do our best to ensure that your order reaches you as quickly as possible. We do however, want to highlight that there may be slight delays given the circumstances. Thanks for bearing with us and if anything changes, we’ll let you know straight away.

Please note that if your order requires a signature, the courier will either do this on your behalf or will no longer require a signature for delivery.

Payment, promos & gift certificates

We accept Visa, MasterCard, American Express, ApplePay and PayPal.

Heist processes payments in British Pounds, Euros or US Dollars. If you are ordering from a country with a different currency, your order will be converted according to the daily exchange rate set by your bank or card provider.

We charge and take payment from your card as soon as the order has been accepted and confirmed.

There can be a few reasons why a payment is declined. Our payment provider is unable to process payments made from a country we do not currently ship to. You can find a list of countries we do ship to here. 

If you have had multiple failed attempts in quick succession, our payment provider may place a temporary block on your card as a fraud prevention measure. These blocks should be removed after 24 hours.

If you have any questions, just get in touch with our Customer Collective. You can contact the team via email (support@heist-studios.com), through our Live Chat on the website (Monday-Friday, 10am-5pm GMT) and on Heist Studios Facebook Messenger.

A digital Gift Certificate is e-mailed to you (the person who placed the purchase). The Gift Certificate contains a unique code redeemable only on our Heist Studios website: www.heist-studios.com. Then it’s up to you how and when you share the Gift Certificate with the lucky recipient.

Once the Digital Gift Certificate is redeemed at checkout with the unique code, the amount on the Digital Gift Certificate will be automatically applied to the Digital Gift Certificate user’s next purchase(s) on www.heist-studios.com.

· It is valid for 12 months.
· It cannot be redeemed for cash or cash equivalent.
· It cannot be used with any promotions (discount codes) or used to purchase another Gift Card.

Yes, in order to allow us to continue to innovate underwear we have needed to increase prices across our entire range. These changes reflect inflation and rising production costs. This will be the first time we have increased our prices since the brand started in 2015. We appreciate your understanding and hope you will join us on our mission to change underwear for good.

If you are placing an order and the delivery destination is within Europe then you will be required to pay VAT, taxes, duties and admin charges (if applicable).

If you are shipping to the following countries: Austria, Belgium, Czeck Republic, Germany, Denmark, Finland, France, Ireland, Luxembourg, Latvia, Netherlands, Sweden, Slovakia - VAT and duties will be calculated at checkout. If you are shipping outside of these countries you will be responsible for paying your own duties and taxes in that country.

VAT, duties and taxes imposed by custom authorities differ in each destination country. Please contact your local customs authority to check any charges, duties and taxes. We cannot take responsibility for these charges..

Orders of shapewear, the sheer bralette and the sheer knickers will incur duties to orders in Europe - if the order is above 150€. These collections are made in China and duty charges are based on the country where the garment is manufactured.

Delivery

Heist ships to 52 locations worldwide, including:

Australia, Andorra, Austria, Belgium, Bulgaria, Canada, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Hong Kong, Iceland, India, Indonesia, Ireland, Israel, Italy, Japan, Jersey, Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, San Marino, Saudi Arabia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, UAE, UK, United States.

As we are a UK-based company, our prices are all inclusive of VAT. Some countries, particularly outside of the EU, may require you to pay import duties and/or taxes once your order arrives at its destination. We suggest that you check any charges with your postal service before placing your order.

We will do our best to make sure that your order reaches you on time but given the impact of COVID-19 and Brexit (for our European customers), your order may take a little longer to reach you than usual. We appreciate your patience during this time.

Heist offers free shipping worldwide for orders over £100 / €150 / $150 or more (after any discounts have been applied). For smaller orders the shipping fees vary by country and are indicated at checkout.

Please note that in order for Express deliveries to be fulfilled they must be placed before 10:00 GMT, Monday to Friday. ‘Business days’ are considered to be Monday to Friday, excluding UK Bank Holidays. Your order may take an additional 2-3 working days to arrive if you place it during any UK Bank Holidays or over the weekend.

As always if you have any questions about your delivery please get in touch with our Customer Collective who will be happy to look into it for you. You can contact the team via email (support@heist-studios.com) and on Heist Studios Facebook Messenger.

All Standard and Express orders are tracked, you will receive an email containing the tracking details once your order has been dispatched. 

Please note that Standard shipping to the following locations is untracked: Andorra, Bulgaria, Croatia, Cyprus, Estonia, Finland, Latvia, Lithuania, Malta, Slovakia and Turkey, so we recommend referring to the estimated delivery time frames at check-out.

Just so you know, the tracking system does not update daily, but at various steps along the journey. If you are having trouble figuring out the tracking of your order, then please get in touch with our Customer Collective who will be happy to look into it for you. You can contact the team via email (support@heist-studios.com), through our Live Chat on the website (Monday-Friday, 10am-5pm GMT) and on Heist Studios Facebook Messenger.

We are unable to deliver to PO boxes or lockers, so please provide a full and accurate street address.

We can only ship to one address per order. If you wish to ship to multiple addresses, then separate orders will need to be placed.  

This depends on how many items you buy, but we do our very best to package everything together to increase efficiency, avoid excess packaging and reduce environmental impact. If you want to know exactly how your specific order will come packaged, just get in touch with our Customer Collective. You can contact the team via email (support@heist-studios.com), through our Live Chat on the website (Monday-Friday, 10am-5pm GMT) and on Heist Studios Facebook Messenger.

Returns

UK orders:

We offer free returns and exchanges on all UK orders via Royal Mail. In order to start registering your return press this link and make sure you have your order number and the personal details you used to make your purchase handy. After successfully registering your return, you can either print your returns form yourself or if you do not have a printer, you can show your digital label at the local post office and they will print it off for you by scanning the QR code (the black and white chequered box).

Orders placed separately cannot be returned as one. Combining several orders in one return will slow down the process.

International Orders:

Unfortunately we are unable to offer free international returns currently. Please send any items for a return or exchange back in the original packaging to the address below, enclosing your dispatch note or order number. As mentioned above, please remember to contact us via email with the details of your exchange request before sending the item back.

SEKO Logistics

High Standing

Harding Road

Brinklow

Milton Keynes

MK10 0DF

UNITED KINGDOM

We recommend keeping hold of the tracking details for any returns sent to us, so that in the rare occasion that your order becomes lost, you are able to raise an investigation with your shipping provider directly. If you send us a picture of your shipping receipt, then as a gesture of goodwill we’ll be happy to create a discount code to the value of your shipping, to be used on a future purchase.

If you have any questions, our Customer Collective is always here for you, 100% of the way. You can contact the team via email (support@heist-studios.com) and through Heist Studios’ Facebook Messenger.

We hope you love your order, but if for any reason you’re unsure, you can easily return it to us for an exchange or a refund within 30 calendar days. No stress, no fuss.

Just make sure it’s in our Heist packaging, in its original condition, with the gusset sticker in place (if this was fixed to your garment) and with the tag intact. If a garment is returned and does not meet the aforementioned criteria we reserve the right to refuse the return, and we will send the garment back to you.

If you wish to exchange your item, please ensure you get in touch with the Customer Collective via email (support@heist-studios.com) before sending it back to us. We’re a small team and this really helps us keep track of your exchange, and ensures that your replacement can be sent as soon as we have processed your return. If we have not received an exchange request prior to processing your return, then we will automatically issue a refund.

If you would like to return one of our Sets (including tights, socks or underwear), please note that we only offer exchanges or refunds on the full set, not individual items.

Gift cards are non-refundable and cannot be exchanged. For more information on our Gift Cards, just follow this link.

Please note that after the 30 day period, we can no longer accept returns or issue exchanges and refunds. We also do not accept returns purchased from any of our Heist concessions. For example Selfridges, Next etc. Items purchased with these retailers fall under the relevant retailers’ returns terms.

If you have any questions, our Customer Collective are always here for you, 100% of the way. You can contact the team via email (support@heist-studios.com) and through Heist Studios Facebook Messenger.

We try our hardest to process your return as quickly as possible. Once we have received your item(s), it will be checked by our warehouse team to ensure that it is in its original condition, with the gusset sticker attached (if relevant to your specific garment) and the tag intact.

After your order has been successfully checked, we will happily issue you with a refund/exchange and confirm via email. Please allow 5-10 business days for any refunds to show on the account used to make the purchase.

We are so sorry to hear that the item you have received is faulty and we want to resolve this for you as soon as possible. Simply contact our Customer Collective, via email (support@heist-studios.com) and through Heist Studios Facebook Messenger with the following information:

· Your order number
· The name, size and colour of the damaged item
· A written description and photograph of the damage

Our Customer collective need to verify all product faults before any refunds or replacements are issued. Please note, products showing signs of natural wear and tear do not count as faulty.

Order Queries

Simple. If you enter your email address in the area provided on the product page and press ‘Notify Me,’ you will receive and email when the item is back in stock.

You don’t. If you are in a hurry, you can just add in your email address and check out as a Guest. However, if you would like to keep track of your order history, plus hear the latest on Heist offers and news - we'd suggest creating an account.

Due to the quick turnaround of our warehouse, 99% of the time we are unable to amend or cancel orders once they have been placed. This is because once placed the order information is sent over to our warehouse straight away (and we can't access this here at Heist headquarters).

If you have placed an order by mistake or if there is a part of your order you would like to return, you can use our free returns service, and we can either exchange or refund your order as requested.

This depends on how many items you buy, but we do our very best to package everything together to increase efficiency, avoid excess packaging and reduce environmental impact. If you want to know exactly how your specific order will come packaged, just get in touch with our Customer Collective. You can contact the team via email (support@heist-studios.com), through our Live Chat on the website (Monday-Friday, 10am-5pm GMT) and on Heist Studios Facebook Messenger.

Please note that Euro prices are only available to customers in Europe.

Yes, in order to allow us to continue to innovate underwear we have needed to increase prices across our entire range. These changes reflect inflation and rising production costs. This will be the first time we have increased our prices since the brand started in 2015. We appreciate your understanding and hope you will join us on our mission to change underwear for good.

Please note that Euro prices are only available to customers whose delivery address is in Europe.

Technical

Not to worry, all you need to do is go to the login page and press the Forgot your password?’ link on screen. You will then be emailed a link, which will allow you to set up a new password.

If you created your account before October 2021, you will need to create a new one with us. This is because we launched our shiny new website in October 2021. You can create a new account here.

Sometimes our emails can end up in spam/junk folders depending on your email settings, so do take a look in these folders. If you still can’t find any emails from us, then it may be the case that there is a typo in the email address you registered with us. If you get in touch with our Customer Collective they’ll be able to help out with this. You can contact the team via email (support@heist-studios.com) and on Heist Studios Facebook Messenger.

If you created your account before October 2021, you will need to create a new one with us. This is because we launched our shiny new website in October 2021. You can create a new account here.

Brexit

If you are placing an order and the delivery destination is within Europe then you will be required to pay VAT, taxes, duties and admin charges (if applicable).

VAT, duties and taxes imposed by custom authorities differ in each destination country. Please contact your local customs authority to check any charges, duties and taxes. We cannot take responsibility for these charges.

Orders containing shapewear, sheer bralettes and leggings will incur duties if the delivery destination is in Europe and the total value of any of these items comes to €150 or more. The reason these garments incur duties is because they are made in China and Turkey and duties calculations are based on the country of manufacture.