FAQs
- What are your shipping options?
Standard Shipping
- Cost: £3.95 for all orders under £50
- Delivery Time: Your order will typically arrive within 5-7 business days after you recieve confirmation via email that your order has been shipped.
- Tracking: Standard shipping does not include tracking.
Tracked Shipping
- Cost: £8.95
- Delivery Time: Your order will typically arrive within 5-7 business days after you recieve confirmation via email that your order has been shipped.
- Tracking: You'll receive a tracking number to monitor your order's progress.
International Shipping
We offer tracked and signed international shipping.
Europe:
- Cost: £25.00
- Delivery Time: Your order will typically arrive within 5-7 business days after you recieve confirmation via email that your order has been shipped.
- Tracking: You'll receive a tracking number to monitor your order's progress.
Rest of World:
- Cost: £35.00
- Delivery Time: Your order will typically arrive within 5-7 business days after you recieve confirmation via email that your order has been shipped.
- Tracking: You'll receive a tracking number to monitor your order's progress.
Please note:
- Shipping times may vary slightly depending on your location and customs clearance procedures.
- Import duties or taxes do not apply to your order and are covered by us.
If you have any questions about our shipping policies, please contact us at hello@heatlondon.net
2. What is your return policy?
Refund Policy (Non-Returnable Fees Apply)
Return Window: We accept returns within 7 days of delivery. Unfortunately, after 7 days, we cannot offer a refund or exchange.
Return Conditions:
- Items must be unworn, unwashed, and in the original packaging.
- No fragrance, make-up marks, or deodorant residue are acceptable.
- We reserve the right to refuse returns that do not meet these conditions.
Return Process:
- Initiate Return: Email hello@heatlondon.net with your receipt or proof of purchase, order number, and a clear statement requesting a return and refund.
- Return Address: Once we receive your request, we will provide a return address for you to ship the item back to us. Please note, return shipping is not covered and will be your responsibility.
- Inspection and Notification: We will inspect the returned item and notify you via email of its approval or rejection for a refund.
- Refund Processing: Approved refunds will be processed within 7-10 business days and credited to your original payment method.
3. Non-Refundable Items:
- Sale and discounted items are not eligible for refunds.
4. Exchanges:
Currently, we do not offer exchanges. If you would like a different size or color, you will need to return your unwanted item for a refund and then place a new order for the desired item.
Important Note:
This refund policy is subject to change. We recommend reviewing this policy before making any purchases.
5. Payments
- What payment methods do you accept?
We accept the following payment methods:
- Credit Cards: VISA, Mastercard, American Express, Discover
- PayPal
- Apple Pay
Please let us know if you have any other questions about payment methods by reaching out to us at hello@heatlondon.net
- Is my payment information secure?
Yes, your payment information is secure. We use industry-standard encryption technology to protect your personal and financial data during transmission and storage. We comply with PCI DSS (Payment Card Industry Data Security Standard) to ensure the highest level of security for your transactions.
Additionally, we do not store your full credit card details. Only the last four digits and necessary authorization information are retained for processing and potential refunds.
Your privacy and security are our top priorities. If you have any further questions about our payment security measures, please don't hesitate to contact us at hello@heatlondon.net
6. Can I modify or cancel my order?
To make changes to your order, please contact us as soon as possible at hello@heatlondon.net. Please provide your order number and the specific changes you'd like to make and a member of our team will be able to assist.
Please note that once your order has been shipped, it is no longer possible to make modifications or cancellations.
7. How do I change my shipping address?
To make changes to your shipping address, please contact us as soon as possible at hello@heatlondon.net. Please provide your order number and name and a member of our team will be able to assist.
Please note that once your order has been shipped, it is no longer possible to make modifications or cancellations.
8. Customer Service
- How can I contact your customer service team?
You can contact our customer service team in the following ways:
- Email: hello@heatlondon.net
- Live Chat: Please initiate a conversation using the live chat icon you see at the bottom right of the page. If a member of our team is online you will get an instant response or we will follow up with you via email ASAP.
Our customer service representatives are available 10am – 10pm Monday – Fridays.
Please feel free to reach out with any questions or concerns you may have.