How do I return my order?
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.
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.
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 (firstname.lastname@example.org) and through Heist Studios’ Facebook Messenger.
What is your returns policy?
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 (email@example.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 (firstname.lastname@example.org) and through Heist Studios Facebook Messenger.
How long before my return is processed?
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.
I received a faulty item, what should I do?
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 (email@example.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.