Refund policy
Returns & Exchanges
We hope that you love your recent Heatherbie purchase, however we also understand that you may not be completely happy and want to return or exchange your order.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer. We will also not accept items that have been worn.
We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags. All shoes should be tried on a carpeted surface before wear and returned in the original box. We do not accept exchanges or returns on any cosmetic products.
Your Right to Cancel
If you do want to return an item, you have 14 working days from the day after you receive your order to notify us that you would like to cancel/return your order. You then have a further 14 days to return the item to us for an exchange or refund. Outside of this timeframe your return will not be accepted and will be returned to the customer.
We kindly ask that you make sure all products are returned in their original condition, with the original packaging and labels still attached. Where provided, belts and any packaging such as authenticity cards, dust bags, and leather tags should be included with your return. Any footwear needs to be returned in its shoe box as they are considered part of the product, and your return may not be accepted if the box is damaged. Please note that you must cover the cost of the return shipment.
All items purchased on the Heatherbie website must be returned to our store at the responsibility of the sender. Heatherbie cannot be held responsible for items lost or delayed when being returned
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To exchange or return, simply email us at info@heatherbie.com or call 01702 831 499 and we will handle your exchange request if stock is available. Once we have received the original item in good order, we will send out the replacement.
To return your item
You can drop the item back into our store or send back using your chosen postal service. We recommend you return your item(s) using a secure or trackable method i.e. Recorded/Special Delivery. We recommend that you retain proof of sending, in case of any dispute or failure of the goods to arrive with us. We will not accept any liability for any goods that are returned in inadequate protective packaging, by an uninsured or unrecorded transit service, or that go missing without proof of postage. Please include your invoice inside the parcel and use the packaging we sent them in to ensure the item(s) arrive back in pristine condition.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards.
Our returns address is:
Heatherbie (Returns)
59 Broadway West
Leigh on Sea
Essex
SS9 2BX
Refunds
We will email to confirm safe receipt of your returned item(s). Please note, until we receive your return, the item(s) and their condition remain your responsibility. Please note returns can take up to 14 days to be processed. Your refund will be credited back via the original method of payment. Please sufficient time for your refund to appear on your bank statement. This time will vary depending on your banking provider.
If more than 15 business days have passed since we’ve approved your return, please contact us.
Faulty Goods
If on the rare occasion there is a problem with your item, please don’t panic we are always here to help!
Where possible, we will offer to repair faulty items. If the item is deemed to have a manufacturing fault, and cannot be repaired or the same product is not available, we will offer a full refund or exchange.
If you need help with a return or with your order, you can ask us a question.