Frequently Asked Questions


Which countries do you ship to?

Heist ships to 46 locations worldwide, including;

Australia, New Zealand, Austria, Czechia, Denmark, Finland, Greece, Italy, Poland, Portugal, Spain, Sweden, Bulgaria, Croatia, Cyprus, Estonia, Hungary, Latvia, Lithuania, Malta, Romania, Slovakia, Slovenia, Belgium, France, Germany, Ireland, Monaco, Netherlands, Hong Kong SAR, Japan, Singapore, South Korea, China, Iceland, Norway, Switzerland, Turkey, Guernsey, Jersey, French Guiana, India, United Kingdom, Isle of Man, United States, Canada

As we are a UK-based company, some countries, particularly those outside of the EU, may require you to pay import duties and/or taxes once your order arrives at its destination. We suggest checking any potential charges with your local authorities or customs office before placing your order.

Which shipping methods do you offer?

We offer both standard and express delivery methods. However, during peak or sale periods, the express delivery methods may be temporarily unavailable.

What are the delivery timeframes, and how much does it cost?

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 standard shipping for orders over £100 / €150 / $150 USD (UK, EU and US) 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 12:00 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 ( and we will aim to get back to you within 24-48 hours.

Where is my order?

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

Do you deliver to PO boxes?

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 & 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, Zalando, Next, etc.

How do I return?

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 label yourself. If you do not have a printer, you can show your QR code in the email you’ll receive from Royal Mail, to specific locations that offer the label printing service. You can check this here.

International orders

Unfortunately, we are unable to offer free international returns. 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 support@heist-studios to advise further. When posting returns to us, we strongly 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.

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.

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 ( 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.

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.

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 and must be returned as their separate orders.

Order Queries

Can I cancel or amend my order?

Due to the quick turnaround of our warehouse, it is unlikely 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 to be processed.

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 if based in the UK, and we can either exchange or refund your order as requested.

I have 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 Care team, via email ( 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.

Something in my order is missing or incorrect, what should I do?

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

If I buy multiple items, will I receive it in one parcel?

This depends on how many items you purchase, 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 ( and we will aim to get back to you within 24-48 hours.

Payment, Promo & Gift Cards

What payment methods are available?

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

Why is my discount code not working?

Discount codes won’t be valid during sale periods, so we recommend holding onto any codes you have to use at a later time.

Please be aware discount codes can’t be used in conjunction with other codes or discounts in the same order. Please ensure you have read the Terms & Conditions of the code to ensure it is applicable at checkout.

How can I purchase a gift card?

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: It is then up to you how and when you share the Gift Card with the recipient.

Will I need to pay VAT, taxes and duties?

Please be aware we ship all of our orders from the UK. VAT, duties and taxes imposed by custom authorities differ in each destination country.

For any destinations within the EU, we will capture applicable taxes and duties upon checkout, therefore you won’t encounter any additional fees upon delivery.

With any order destinations outside the UK and EU, please note you may be required to pay VAT, taxes, duties and admin charges.

To find out more information on any additional costs to be incurred, please contact your local customs authority to check any charges, duties and taxes. We cannot take responsibility for these charges, as they fall outside of our control.

If you would like a copy of your order invoice for the local authorities, please contact our Customer Care team at and we'll be happy to send this to you.

Why am I being charged duties/taxes?

Applicable duties, taxes and admin fees imposed by the local customs authorities can vary according to each country. This is due to the policies the destination country has in place for orders arriving from the UK, and where the products are manufactured.

Product & Stock

Where can I find the size guide?

You can find the size guide by clicking here.


I’m having issues with your website or placing an order

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.

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

I’m having trouble signing into my account

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

*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.

I’ve forgotten my password

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.

I’m having trouble with your website

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.

I haven’t received an order confirmation email

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, and they’ll be able to investigate this further.

Press Requests

I have a press request, who do I contact?

For any press requests, please contact

Please include the below information in your request-

-Product Name/Size/Colour or shade required
-Full Name
-Full Shipping Address and contact number
-Company/Event details

Get in touch

Have questions about your order, or a general enquiry?