Delivery & Returns

What are the postage and packing costs?

We try to keep things as simple and as affordable as possible, as such we have a fixed postage cost of £3 irrespective of the size or quantity of items ordered in the UK. For Europe this is £8.

 

The country where I want my products delivered is not listed on your delivery options, can I still buy a bag?

Yes, please email us at sales@heidiandadele.com and we will quote you your bespoke delivery charge. When possible, we will put you in touch with local distributors who may be able to offer you a better price.

 

I have just placed an order, when will it arrive?

We aim to dispatch the goods within 3 working days and if you live in the UK it should reach you after 5 days. In most cases the delivery takes place the following day. If you have an emergency and require a speedy delivery, please send us an email on sales@heidiandadele.com along with your name and order number and we will do our utmost to match your requirements.

 

I have ordered a product but wish to return it, how do I proceed?

Should you not be 100% satisfied with your purchase, we are happy to exchange or refund it. Simply send us an email to sales@heidiandadele.com within 7 days of receipt, telling us you wish to return the product, and we will send you a return number. Post your parcel back along with this return number and we will send your new product or refund within 30 days.

Please note in this case that only the product value can be refunded and delivery costs will be at your charge.

 

The product I have ordered is faulty, what can I do?

As we pack all our parcels personally and check the bags one by one, this event is extremely unlikely. Nevertheless, should you consider the product you have received is faulty, please email us within 2 months of reception, with a description and, if need be, a photo of the fault. We will then consider whether you should send it back to us. If the fault can be mended, we will repair your item and send it back to you. If it is not, we will offer you an exchange or refund.

In the event of a faulty item being delivered to you, we will reimburse all courier costs.

 heidi and adele giftbox

 

If you still have a question, please email us at sales@heidiandadele.com and we will aim to respond within 24 hours.

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