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, 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 offer both standard and express delivery. You'll be able to find available shipping methods at checkout which are country specific.
We will do our best to make sure that your order reaches you on time. Due to the impact of Brexit, orders may take a little longer than usual to reach European customers. We appreciate your patience during this time.
Heist offers free shipping worldwide for orders over £100 / €150 / $150 (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 11:00 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 Care team who will be happy to look into it for you. You can contact the team via email (email@example.com) and we will aim to get back to you within 24-48 hours.
You can track the location of your parcel using the link in your shipping confirmation email. If the delivery timeframe has passed and you’ve not received any update, please get in touch with our Customer Care team via firstname.lastname@example.org
We do have carriers that deliver to PO boxes but this is dependent on the chosen delivery method. For further information on this, please get in touch with our Customer Care team.
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.
Please ensure 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 these requirements we reserve the right to refuse the return, and we will send the garment back to you.
We aren’t able to accept returns purchased from any of our Heist concessions, for example, Harrods, Next, etc.
We offer free returns and exchanges on all UK orders via Royal Mail. In order to start registering your return please click 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.
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. The returns address is:
We recommend keeping hold of the tracking details for any returns sent to us, so that in the rare situation that your order gets lost in transit, you are able to raise an investigation with your shipping provider directly.
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 confirm that it is in its original condition, with the gusset sticker attached (if relevant to your specific garment) and the tag intact.
Please allow up to 7 days for our warehouse to process your return once it has been received. 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.
If you wish to exchange your item, please ensure you get in touch with the Customer Care team via email (email@example.com) before sending it back to us and we will aim to get back to you within 24-48 hours.
If we have not received an exchange request prior to processing your return, then we will automatically issue a refund.
Unfortunately, orders placed separately cannot be returned as one. Combining several orders in one return will slow down the process.
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 straight over to our warehouse (and we can't access this here at Heist HQ).
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. We can either exchange or refund your order as requested.
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 Care team, via email (firstname.lastname@example.org) with the following information:
- Your order number
- The name, size and colour of the damaged item
- A written description and photograph of the damage
Please note, products showing signs of natural wear and tear do not count as faulty.
If there’s something missing or not quite right with your order, please get in touch with our Customer Care team who will be able to assist you further. You can get in touch via email@example.com
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, please just get in touch with our Customer Care team. You can contact the team via email (firstname.lastname@example.org) and we will aim to get back to you within 24-48 hours.
We accept Visa, MasterCard, American Express, ApplePay and PayPal.
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 may incur duties if the delivery destination is in the EU 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.
Discount codes can’t be used in conjunction with another code (this includes automatic bundle discounts). Please ensure you have read the Terms & Conditions of the code to ensure it is applicable at checkout.
You can purchase gift cards here. Please note gift cards are non-refundable.
The gift card is then emailed to you (the person who placed the purchase). The gift card contains a unique code redeemable only on our Heist Studios website: www.heist-studios.com. It is then up to you how and when you share the Gift Card with the recipient.
If you enter your email address in the area provided on the product page and press ‘Notify Me,’ you will receive an email when the item is back in stock.
If you’re having issues with your account, please ensure all of your details are correct. You can also try resetting your password to log in. If this still doesn’t work, feel free to get in touch with our Customer Care team via email@example.com
*Please note 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.
For any issues using our website, we’d advise clearing your cookies and cache or trying a different browser or device as this can sometimes do the trick.
Sometimes our emails can end up in spam/junk folders depending on your email settings, so it might be worth checking these folders if you haven’t done so already. If you’re still unable to locate the email then please get in touch with our Customer Care team via firstname.lastname@example.org, and they’ll be able to investigate this further.