ITEMS PURCHASED FROM THE 9th TO THE 22nd OF MARCH
WILL BE SHIPPED ON THE 25TH OF MARCH
During our end of season sale we work as quickly as we can on new orders. Please allow 3 working days for us to dispatch your order.
UK shipping is £4.5, whilst international delivery varies by destination - please see below table.
Mainland UK 1-2 working days £4.50 Royal mail first class
Rest of the World 5-7 working days 9£ Royal mail signed and recorded
How long does delivery take?
Your order will be sent out on the next business day. It will arrive the following business day. We will send you an email to let you know exactly how and at what time your order was despatched, including tracking number. If your order is placed on a Friday and you opted to pay for Saturday Delivery your order will arrive on the Saturday.
International delivery times vary, Europe is generally 2–3 working days from date of despatch, Russian Federation and the rest of the world is generally 4–7 working days from despatch (subject to customs and duty procedures beyond our control).
*same day despatch not always possible during sale periods, but we will always try our best – let us know if it’s vital.
Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.
Can I change the delivery address after I have placed my order?
Maybe. If you have made a mistake with your delivery details then contact immediately and we will update them if we can. For security reasons orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.
Why have I been asked for additional information?
We occasionally carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.
What happens if I’m not home when my order is due to be delivered?
DHL will make 3 attempts to deliver on consecutive business days. They will then leave a card to rearrange the delivery or you can arrange to collection your parcel from your local depot.
Can someone else sign for my delivery?
Yes they can. Heimat Textil accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.
Will I have to pay customs and import charges?
Maybe. Any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur.
Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.
Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.
I have been contacted for further information for by country customs department?
Each country will have their own goods import procedures and these can vary across countries. for example, from our experience USA customs sometimes require further details about high value orders, such as manufacturer details or IRS numbers. If you have an order stuck in customs, please contact quoting your order number and we will help you resolve the matter as fast as possible.
Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from you receiving your despatch email then please contact and we will investigate for you.
Check first that you haven’t been left a card from the couriers.
What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms.
If the reason a parcel takes longer than expectd to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations.
Generally we need to wait 10 days from dispatch to begin this investigating missing parcels.
Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.
If I have sent something back to be exchanged how will the replacement be delivered to me?
Our policy is to deliver any replacement items using the delivery method you chose for your original order. We reserve the right to use an alternative delivery method when it makes sense to us.