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. No stress, no fuss.


Just make sure it’s in our Heist packaging, in its original condition and in the case of our shapewear with the tag intact. Our Outer Body and High Waist garments will also need to have their gusset sticker in place.


If you would like to return one of our Sets (e.g. The Tights Bestseller, The Tights Essentials, or The Socks Set), 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.


If you have any questions, our Customer Collective are always here for you, 100% of the way. You can contact them (here) via email (support@heist-studios.com) or live chat (Monday- Friday, 10am-5pm BST).

How do I return my order?

 

The good news is, it’s simple. All you need to do is visit our returns portal (here), make sure you have your order number to hand and follow the steps.


Quick note, orders placed separately, need to be returned separately to ensure a quick and smooth returns process for you.


If you have any questions, our Customer Collective are always here for you, 100% of the way. You can contact them via email (support@heist-studios.com) or live chat (Monday- Friday, 10am-5pm BST).

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 and in the case of our shapewear, with both the gusset sticker (applicable to the Outer Body and the High Waist) and 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.

My tights or socks are the wrong size, what should I do?

 

We understand finding the right size can take time. So, if you have tried on your tights/socks and find that the fit is a little off, we will happily exchange it for the right size straight away. All we ask is that you get in touch with our Customer Collective via email (support@heist-studios.com) or live chat (Monday- Friday, 10am-5pm GMT) who will organise this for you.

My shapewear is the wrong size, what should I do?

 

We understand finding the right size can take time. So, if you have tried on your shapewear and find that the fit is a little off, we will happily exchange it for the right size straight away. All we ask is that you try it on with the gusset sticker (applicable to The Outer Body and The High Waist) and tag still on the garment. Then, use our free worldwide returns to send it back to us within 30 days. We'll do the rest.


If you have any questions, our Customer Collective are always here for you, 100% of the way. You can contact them via email (support@heist-studios.com) or live chat (Monday- Friday, 10am-5pm BST).

I received a faulty item!

 

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 team via email (support@heist-studios.com) or live chat (Monday- Friday, 10am-5pm GMT) and have the following information to hand and we’ll sort the rest:


- 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.