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International shipping with DHL

Customer Care

DELIVERIES & RETURNS

UK deliveries

Shipping options Delivery time
DHL Express 1-2 business days
£8

 

EU & Europe deliveries

Shipping options Delivery time
DHL Express 1-2 business days
£20 (Ireland, BENELUX)
£25-35 Rest of EU & Europe

 

Rest of the world

Shipping options Delivery time
DHL Express 2-3 business days
£40-60

 

RETURNS POLICY

You can request a return for goods you have purchased on heio@heiolondon.com up to 14 days after receiving your order for all full priced and sale goods. 

Once your return request has been confirmed you can send your items back to us using the postage packing box provided to you, within the next 14 days. Please note the goods are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way!

All returns must be in perfect condition, and come with their original packaging. We are unable to accept returns on items that are scratched, damaged or that are not returned in their undamaged original packaging. Unfortunately, in these situations, the items will be returned to you, and at your own cost.

You will have received a detachable returns form with your original order summary - we need you to provide any and all relevant information - including your reason for returning the item or items and signature to accept our returns policy. This information will help us process your return as quickly as possible. Comments can also help us to improve the future quality of our products.

Please note that you will only take responsibility for the costs of returning the items to us, unless that is, we delivered the item to you in error, or, if the item is found to be damaged or defective. 

CHANGES

Our dispatch teams do their best to make sure that goods are packed and dispatched as soon as an order is placed so there’s no delay in orders arriving at their destination. Because of this we are unable to make any changes to an order once you have received a dispatched confirmation email. If you do wish to make a modification to an order you will need to follow our returns process.

EXCHANGES

If you wish to exchange an item, you will need to return the item you no longer wish to keep and place a new order.

PAYMENTS & REFUNDS

Payments

We accept Visa, Visa Electron, MasterCard, American Express cards and Paypal as payment methods on heiolondon.com.

Funds will be deducted from your bank once your order has been dispatched from our warehouse.

All orders placed with www.heiolondon.com undergo security checking to ensure that the payment card is being used by the authorised cardholder. It is also done to prevent online fraud occurring. Please ensure that the Billing Address entered during checkout is the address where the payment card you use is registered. You are able to select a delivery address different to your billing address during the checkout process.

Refunds

When we receive and accept your return we will refund the credit card that was used for payment on your original order.

Refunds will normally show on your records within 72 hours of being processed however, the speed of this processing is beyond Heio’s control and unfortunately some card issuers may take up to 5 days to reallocate your funds.
Once your return has been accepted you will receive a return confirmation email.

If your order was delivered to a country within the EU then you will be refunded all sales taxes that were included in your outbound order. If your order was delivered to a country outside of the EU please note that we cannot return any taxes, duties or delivery charges associated with your order.

If your order was delivered to a country outside of the EU and you incurred local customs duties you will need to contact your local customs authority directly to claim these duty charges back.