Delivery & Postage

DELIVERY TIMES

Please note it can take up to 7 working days for your Heidi Sturgess Bag to be handmade. Please allow 7 working days and two extra days for postage in the UK. We strive to get your order out as quickly as possible so it is usually much quicker than this. Please email us if it is urgent and we will be happy to help! info@heidisturgess.com 

DELIVERY PRICES

UK
Click & Collect - Collect from Covent Garden - FREE (Please contact us to arrange a time)
Standard Delivery - Small items 3 to 5 days - £1.50 (Orders £15 or less)
Standard Delivery - 3 to 5 days - £4.95
Tracked and Signed Delivery - 1 to 3 days - £7.95
EUROPE 
International Tracked & Signed - Small items 3 to 5 days - £6.95 (Orders £15 or less)
International Tracked & Signed - 3 to 5 days - £14.95
DHL - 1 to 3 days - £35.00
UAE
International Tracked & Signed - Small items 3 to 5 days - £6.95 (Orders £15 or less)
International Tracked & Signed - 3 to 5 days - £14.95
DHL - 1 to 3 days - £35.00
ASIA
International Tracked & Signed - Small items 3 to 5 days - £6.95 (Orders £15 or less)
International Tracked & Signed - 3 to 5 days - £14.95
DHL - 1 to 3 days - £39.00
AUSTRALIA & NEW ZEALAND
International Tracked & Signed - Small items 3 to 5 days - £6.95 (Orders £15 or less)
International Tracked & Signed - 3 to 5 days - £14.95
DHL - 1 to 3 days - £39.00
REST OF THE WORLD
International Tracked & Signed - Small items 3 to 5 days - £6.95 (Orders £15 or less)
International Tracked & Signed - 3 to 5 days - £19.95
DHL - 1 to 3 days - £39.00

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.

PAYMENTS & TAXES 

Goods ordered from our website for delivery outside the European Union (EU), may be subject to 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.