ALL ORDERS

It's that time of year! Please expect dispatch/delivery delays of approx. 2 weeks, including
Express/DPD options.
(UK orders with be impacted by Royal Mail strikes and all International orders will be further impacted). Thank you for your patience.

Unfortunately, no cancellation/amendment requests can be accommodated during this time.

Prices include Black Friday discount - no further discounts will apply.
*By proceeding with any orders placed from November 21st, you accept these terms.
-International Standard delivery is not guaranteed for Christmas.

Black Friday & Christmas

We are currently expecting an approx delay of 2 weeks with dispatching/delivering orders, due
to the NOV/DEC HOLIDAY peak season. Please note, we ship all our orders from the UK.

UK Orders
If your order has been dispatched, you can check the Royal Mail or DPD website to check the
status of your parcel. Please note that Royal Mail are striking on 24th, 25th, 30th of November
and 1st of December, so this will impact deliveries.

You may find the Royal Mail website may not update that frequently, but please allow 2 weeks
from when your order was dispatched, to receive your order, if you’ve opted for this delivery.

We aren’t able to guarantee orders with DPD will arrive on time, from November 20th onwards.
Any orders with this method will be impacted by the same delays.

International orders (Outside of the UK)
If your order has been dispatched, you can check for updates by entering the tracking number
on the relevant courier's website.

Please be aware, the tracking information may not update that frequently, as it can take a while
between scans for international orders.

International orders will be subject to further checks along the way, including customs. You may
need to pay duties depending on the destination country's policies in place.

We will do all we can to get your order to you as quickly as possible. We really appreciate your
patience during this time.

As we aim to ship orders as soon as possible, we aren’t able to cancel or amend any orders
once placed, so please kindly check everything is correct before hitting purchase.

As the final step in the order process, there will be a review page to check all the details in your
order.

If your order has been placed, you can try and reach out to us (support@heist-studios.com) and
see if anything can be done, but please know it’s unlikely we will be able to support any
amendments.

Yes, our same Returns Policy applies during this time. You can find out more by clicking here.

During the Black Friday Sale, the prices will include the discount, therefore we can’t accept any
further discounts.

Our discount codes can’t be used in conjunction with any promotions or bundle deals in the
same order, however, you can still use a gift card to purchase any items.

UK Orders;
Royal Mail - December 2nd
DPD - December 9th

International Orders;
Standard delivery - Not guaranteed from November 20th onwards.
Express - December 1st

Due to Royal Mail strikes and slower delivery times from most courier providers, we're
recommending that you order your items by the dates above, to have a better chance of getting
this in time for Christmas.

We know you love getting your goodies as fast as you can (and we love getting them to you) but
we don't want you to be disappointed due to factors outside our control. Please bear with us.

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, 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.

Heist offers free shipping worldwide for orders over £100 / €150 / $200 USD (after any
discounts have been applied). For smaller orders, the shipping fees vary by country and are
indicated at checkout.

Please note that express deliveries are not guaranteed to be delivered in the timeframes stated
during peak periods, including THE HOLIDAY SEASON FROM THE WEEK OF NOV 21 (Black
Friday) till the new year)

‘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 we have limited or no capacity to dispatch during these
times).

You can track the location of your parcel by taking the tracking number in your shipping
confirmation email, and checking on the relevant courier’s website. If the delivery timeframe has

passed and you’ve not received any update, please allow another week for new updates, due to
the delays courier & postal services are currently experiencing (especially during peak or for
international orders).
If there still hasn’t been movement, please get in touch with our Customer Care team via
support@heist-studios.com

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.

Returns

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.

UK orders:
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.

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. The returns address is:

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 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.

Returns and Exchanges will take slightly longer to process during peak season so please bear
with us, as we are working hard to get this done as soon as possible for you.

Please note exchanges aren’t guaranteed, as this will depend on our stock levels at the time
your return is processed.

If you wish to exchange your item, please ensure you get in touch with the Customer Care team via email (support@heist-studios.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.

Order Queries

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 (support@heist-studios.com) 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 support@heist-studios.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 (support@heist-studios.com) and we will aim to get back to you within 24-48 hours.

Payment, Promo & Gift Cards

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 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) and can only be used once per customer. 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.

Product & Stock

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.

You can find the size guide by clicking here or on any of our product pages under the size selection.

Technical

If you’re having issues placing an order, please get in touch with our Customer Care team via support@heist-studios.com so they can assist you further. 

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 support@heist-studios.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.

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.

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 support@heist-studios.com, and they’ll be able to investigate this further.