Return policy

  

ORDERING & SHIPPING

  • Before ordering, when in doubt about sizing, please contact us at hello@heinui.com with your measurements and we'll help you match the best size for you.

  • We are currently shipping about twice a week and our production lead time is around 3-4 weeks.

  • Please note that most of our items are made-to-order, so please allow some time between ordering and shipping (the exact lead time is indicated in the item's description). We highly appreciate your trust and patience!

 

  • We are open to custom orders and pattern alterations, just contact us at hello@heinui.com and let us know what you have in mind :)

 

  • We are shipping from Barcelona, Spain.

  • Shipping prices are:

    Spain / Canarias : free (Correos Express or UPS standard)

    European Union: 10€ (UPS standard shipping)

    Rest of the world: 15€ (UPS or Fedex for UK, Australia, North America, Hong Kong, Japan. Spanish Post for the rest of the world).

  • If you live outside of the European Union, please be mindful that you might be charged import fees on your package. We cannot be held responsible for any customs charge that occur in your country. Please inform yourself before ordering of customs duties that may incur. If you turn down a package because of customs duties, we will not accept it back or refund you.

 

  • UPS/Fedex shipments : if you haven't received your item after a week, please contact your local UPS or Fedex office with your tracking number.

 

  • Correos shipments: if you haven't received your item after 2 weeks, please check your country's Post website for any update on your order's shipping status, or inquire about it at your local Post office with the tracking number we provided you with.

 

  • If you fail to pick up your item after being left a notice by your local Post or UPS, the package will be returned to us after 7 to 15 days.

    Re-shipping the package or any other incurring fees (such as UPS return shipping fees) will be charged to the customer.

 

  • We cannot be held responsible of any loss/theft/damage once the package is in the possession of UPS/Fedex or your local Post office. However if this occurs, please contact us and we'll try to work things out :)

 

RETURNS & EXCHANGES

  • We do NOT refund sale items, or any item bought with a discount code. These items are returnable for store credit only, or can be exchanged for a different size or product (except sample sale items, which are final sale).

 

  • We do NOT refund custom or alterated items, nor can they be exchanged/returned. Sales for these items are final.

 

  • Contact us at hello@heinui.com before returning any item so we can give you mailing instructions.

 

  • You can return the product within 14 days of delivery.

 

  • The product must be in new condition, undamaged and unworn, with its original tag and labels.

 

  • The shipping fees for returns and exchanges are at the customer's charge. We highly recommend you choose a shipping method that provides a tracking number, in order to follow the shipment if needed. We are NOT responsible for any return customs charges made. Any charges incurred are the responsibility of the customer. We cannot/will not accept a return package if import taxes apply.

 

  • Once we have received the item, we will return the money to your Paypal account within 14 days.

 

  • For an exchange, we will send you back the exchanged item free of charge.

 

Thank you for taking the time to read this!

 

All enquiries: hello@heinui.com