We offer a 14 day returns policy on any unworn, full priced items with tags and tickets still attached and in original packaging. Please return the item with a note that includes your order number, full name and address or a copy of your order confirmation to the below address.
Returns address for Germany, EU and Rest of the World:
Heimat Returns Department
c/o CS Logistik Gmbh & Co. KG
Passauer Straße 20
Returns address United Kingdom only:
Please email firstname.lastname@example.org for a pre-prepared label.
When returning items please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by customs, allowing us to process it far more quickly. If you don't do this then the parcel can be held in customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.
We do not offer exchanges. If you are not happy with one of our items for any reason, please follow the returns process above and once received we will issue a refund.
We will be happy to refund any items purchased at full retail price within 14 days of delivery. We ask that the items arrive back to us in their original condition, with all tickets and tags attached. We do ask that shoe boxes and similar packaging is wrapped in extra packing. We won't be able to accept any returns where postage labels, stamps or similar have been applied directly to the product packaging. All refunds exclude postage costs, as agreed in our terms, unless a mistake has been made by us. We can only refund to the card/payment method used for purchase. Our payment processor Worldpay will credit your money at midnight the day we process the return, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further info. If a payment is made by gift voucher, the refund will be returned to the same code. In instances of split payment of two tender types we reserve the right to issue the refund to the tender of our choosing.
How long will it take to process my return?
We receive returns daily (Monday to Friday). We aim to apply all refunds and despatch exchange items within 48 hours of the day they are received, although it can take longer during busy periods such as Christmas and sale periods. Our payment processor Worldpay will credit your money at midnight the same day, but credits can take several days longer to show in your account. Please refer to your card issuer's terms and conditions for further information.
What if my order wasn't correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please email us at email@example.com and we will look into it. Please include your order number at all times when e-mailing customer services. Heimat takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell. However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your screen.
What if the item is faulty?
Faulty items are dealt with slightly differently. If you think the item you have received is faulty in any way, please get in touch with us on firstname.lastname@example.org