Returns & Exchanges
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.
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.
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 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 label yourself or, if you do not have a printer, you can show your digital label at the local Royal Mail office and they will print it off for you by scanning the QR code.
You can check the closest location that offers the label printing service here.
Unfortunately, we are unable to offer free international returns currently. The cost to return will be the responsibility of the customer. If you will be returning items to us from outside of the UK for a refund or exchange, please kindly contact our Customer Care team at firstname.lastname@example.org to advise further.
When posting returns to us, we recommend keeping hold of the tracking details, 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.
How long does it take for my return to be 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 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. (This may take slightly longer during peak periods)
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.
Can I exchange my items?
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.
Please be aware we can only exchange items for the exact same product in a different size or colour, and if the return meets our requirements in the Returns Policy.
If we have not received an exchange request prior to processing your return, then we will automatically issue a refund.
Exchanges aren’t guaranteed and are subject to stock availability at the time of processing your return.
Can I return more than one order in the same parcel?
Unfortunately, orders placed separately cannot be returned as one. Combining several orders in one return will slow down the process.