Covid-19      Government instructions may require that we place restrictions on or stop collections at specific times.  Please refer to our Covid-19 page for current details or follow instructions from our returns department when they contact you.


Our Refund Policy lasts 7 days. If 7 days have gone by since your purchase dispatch date, unfortunately we can’t offer you a refund or exchange.  This is surpassed by specific supplier guarantees which are noted within Range pages.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging so it can be fairly resold.  We will accept that if we remove packaging on delivery and you find the product unacceptable, we will still accept it’s return.  A return may not take placed until the distributor receives a written request and issues relevant documentation to the driver.

We know that on rare occasions damage may be discovered upon delivery to you.  Let’s be fair here, if this is the case inform us immediately (ideally to the driver or within 24 hours with a photo) and note as such on any delivery note.  This does however mean that we need to to thoroughly inspect items directly upon delivery.  Ignoring any manufacturing imperfections (many items are individually hand made) we cannot entertain any reports of damage received later.  

Additional non-returnable items: 

  • Gift cards 
  • Items not repackaged in original packaging
  • Purpose made and non resalable items such as Glaart (which are made to order).
  • Orders outside UK mainland
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Basically, the condition needs to be as good as you would expect as new.

To complete your return, we require a receipt or proof of purchase. 

Please do not send your purchase back to the manufacturer or dispatch point.  A collection will need to be arranged with you.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 


Heim Collection will refund any returned goods once they are received by our distribution centre and checked off as in a satisfactory condition.  Refunds will, unless you request otherwise in advance in writing, be made to you using your original payment method.  If this was through a PayPal portal on our website, PayPal will be used to refund your payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card or payment company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please email  

Sale or End of Line items

Only regular priced items may be refunded, unfortunately sale and end of line items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: 


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.  If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 


To return your product, email for a return address. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping we have provided will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If you are shipping an item over £60, you should consider using a track able shipping service or purchasing shipping insurance.  We cannot guarantee that we will receive your returned item.  

How to Return Goods

Email with the following:

  • Your name and address and reference number for delivery
  • Email and telephone number
  • Your reason for returning the item

Your request if not clearly covered by the above will be reviewed and a decision or reply given usually within two working days.  We look to repay any sum due back to the original payee account.

If not sure please email, even before you order if it helps and reassures you.

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