FAQs

DELIVERY PRICES 

UK
Tracked and Signed Delivery - 1 to 3 days - £6.00
Traced and Signed Delivery - 1 to 3 days FREE for orders over £100
EUROPE 

Ordering from the EU from January 1st 2021 

We are currently NOT shipping goods to the EU but from July 1st 2021 there will be Vat and Tax changes so we will hopefully resume sending out goods then. We will update this page accordingly.

International Tracked & Signed - 3 to 5 days - £12.00
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25.00
USA, CANADA, MEXICO, GUATEMALA, CARIBBEAN
International Tracked & Signed - 3 to 5 days - £15
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25.00
UAE, Kuwait, Qatar, Bahrain
International Tracked & Signed - 3 to 5 days - £15
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25
ASIA
International Tracked & Signed - 3 to 5 days - £15
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25.00
AUSTRALIA & NEW ZEALAND
International Tracked & Signed - 3 to 5 days - £15
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25.00
REST OF THE WORLD
International Tracked & Signed - 3 to 5 days - £15
International Tracked and Signed - 1 to 3 days FREE for orders over £100
DHL - 1 to 3 days - £25

DELIVERY DURING THE PANDEMIC

For UK & Overseas orders we will continue to use Royal Mail and DHL. Please allow for delays with postage and delivery that may occur due to the pandemic.

 

STOCK AVAILABILITY DURING THE PANDEMIC

Some items may be out of stock and we may not be able to remake them as quickly as usual due to the lack of availability of materials etc. We will offer you other items if this happens or offer you the opportunity to wait. Most items are available though.

 

TRACKING & DELIVERY

 

You will receive a confirmation email when your order has been despatched and we will email you the tracking details to monitor the progress of your order.

Deliveries are made between 8:30am and 6pm, Monday to Friday unless otherwise requested and and will require a signature to ensure the safe and secure delivery your order.

For security reasons, customers from the UAE currently also need to provide their Personal ID Number in order for their goods to be shipped. We do not deliver to PO Boxes unless they are located in the United Arab EmIrates. We are also unable to deliver goods to hotels or Armed Forces Postal Addresses.

DUTY & TAXES 

Ordering from outside the UK

Goods ordered from our website for delivery outside the UK (United Kingdom), may be subject to local import duties and taxes which are added once the package reaches your delivery country. Any additional charges for customs clearance must be paid by the recipient and are set by your local customs office. Please contact them for further information regarding their rates.

Please note that when ordering from heidisturgess.com, you are considered to be the 'Importer of Record' and as a result you must comply with all laws and regulations of the country into which you are receiving the goods.

All Heidi Sturgess goods remain the property of Heidi Sturgess until payment has been received in full and the goods have been delivered or collected. Heidi Sturgess shall be responsible for the goods until the goods have been delivered or collected. All items are insured against theft and accidental damage at no cost to the customer. Once the goods have been delivered or collected, they cease to be the responsibility of Heidi Sturgess. 

We accept Visa, MasterCard, Google Pay, Apple Pay and PayPal as payment methods on the heidisturgess.com website.

Payments will be deducted from your bank once your order has been placed, This does not affect your statutory rights. (Please see 'cooling off period' below)

All orders placed with heidisturgess.com undergo security checking to ensure that the payment card is being used by the authorised cardholder and to prevent online fraud occurring. Please ensure that the Billing Address entered during checkout is the address where the payment card you use is registered. You can download your order invoice via your Account or request one from us by email.

 

SIZING & QUALITY

Please note that all sizes are approximate and may vary accordingly, we endeavour to ensure accuracy, and sizes are provided solely as a guide for the customer. Many of our products are handmade from natural materials, therefore they are sometimes imperfect. Colours may vary depending on the light and they may appear slightly different to those on screen. We try to represent our products as accurately as possible.

RETURNS & REFUNDS POLICY

Non Faulty Goods

If, for any reason, you are not happy with your goods, these must be returned within the cancellation period (This period starts upon receipt of your item and ends 14 days later). We do not accept any returns for "non-faulty" items that have been used and tags removed. If we receive any item outside the cancellation period, any refund is subject to our discretion and can only be refunded as an 'on-line store credit' to your account.

Returns are not free and you are responsible for paying the postal charges for any returns. Any items being returned from outside the UK are the responsibility of the customer. Shipping and the associated charges must be arranged and paid for by the customer.

We do not accept responsibility for returned items until these goods have reached our premises. We therefore recommend that customers who are returning goods use a postal service whereby they can track their package.

Customised Products

Products which have been customised to suit your own specific requirements are non-refundable or returnable unless they are faulty.

Faulty Goods

We hope you will not experience any faults with your orders but in the event that one of our items does have a fault, please contact us straight away. If you have returned the goods to us within a reasonable amount of time and we agree that the goods are faulty, we shall offer you a full refund or replacement (depending on stock availability).

All Goods

If we receive any "unidentified returns", these may be returned to the sender. We request that all goods are returned within 14 days of the date of receipt of goods.

Exchanges

If you wish to exchange any item for an alternative product, you will need to return the product to us. Please contact us first on info@heidisturgess.com with the details of your purchase and we will organise the exchange with you.

All goods which have been returned in line with the Returns and Refunds policy will be credited to the original purchaser's credit card at the original price paid, including sales taxes but excluding shipping charges unless the item is faulty.

Cooling off Period

Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods.

When you place an order on the Heidi Sturgess website you will receive confirmation of your order and confirmation of dispatch via email. Please make sure that the email address you provide is correct and the mail account provided by you is working properly.

Whilst we make every effort to ensure that product and price details are correctly displayed on the Heidi Sturgess website we cannot be held responsible for their accuracy. It is your responsibility to ensure that prior to placing an order you have checked the details about the products you order as they may have changed since you last viewed them on our website.

All products displayed on the Heidi Sturgess website are subject to availability. All prices displayed on the Heidi Sturgess website exclude delivery charges.

Prices and stock are not contractually confirmed until you receive the confirmation of dispatch sent to the email account provided by you. Any contracts or agreements formed between yourself and Heidi Sturgess through this website shall be governed and construed according to English law and any disputes or proceedings shall be subject to the exclusive jurisdiction of the English courts.

The card you use to pay for your order will be debited immediately. On this website: No statement shall be deemed to affect the statutory rights of a consumer which cannot be excluded or restricted by law. Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods.

Leather Care

All our leather is of the highest quality and is sourced from the most reputable suppliers in the world. Leather is a natural product and any variations in texture or surface are a natural component of the material.

STAINS - Oil or liquids should generally be kept away from leather and suede as they can prove impossible to remove. Most of the leather we use has been coated so it is easy enough to clean if this is done immediately with a mildly diluted detergent and a soft cloth or a non perfumed wetwipe.

COLOUR TRANSFER - Most of the leather we use is dyed with acrylic colourfast dyes so transfer onto other items should not occur. If you are wearing white or a light colours please bear this in mind. Suede can be sprayed with a waterproof protector but this will not guarantee to totally prevent colour transfer. Likewise, dye in some dark clothing can actually transfer itself onto light coloured leather with enough friction. We cannot guarantee that colour transfer will not happen but we go to the utmost lengths to ensure that this can be avoided. We recommend consulting a professional dry cleaner should this happen.

POLISHING & REPAIRS - It may occasionally be necessary to polish a scuffed area of the leather. Neutral shoe polish can be applied with a soft cloth or a matching colour. We recommend going to a shoe repairer if you are not confident with applying a shoe polish or need any repairs that might occur after a lot of wear and tear over the years.

Types of Leather

Nappa - We use Italian Nappa which is a very soft, smooth leather and comes in a range of very bright, rich colours. During the tannery process, the surface of the leather is sanded and polished and then pigmented and coated with a finishing topcoat. Nappas have uniformed colour and wear and clean well.

Full Grain - The topside of a skin which has been dyed and polished leaving the natural grain of the leather.

Suede - Suede is made from the soft underside of a skin and have a nap like velvet.

Foiled - Any leather can be given a metallic finish. A foil is bonded to the surface of the leather. Foiled leathers are fairly durable although the foil can gradually wear with time.

 

Silk Care

Silk is a fairly strong material and the dying method we use is colourfast so it is possible to machine wash our scarves using a very gentle wash cycle at a low temperature with mild detergent such as Tenestar, Dreft or Lux in lukewarm water. Rinse well, squeeze out surplus moisture by rolling in a towel to avoid too much creasing and hang to dry. Hand washing or dry cleaning is also recommended.

 

Perspex Items

Perspex and acrylic items should be cleaned with a dry, soft cloth or t-shirt type fabric.