Refund policy

Returns & Refunds Policy

Last updated: September 2026

We want you to be happy with your Heir St. order. If something is not quite right, please contact us through Live Chat and we will help you through the next steps.

This policy applies to consumer purchases made through the Heir St. website and does not affect your statutory rights under UK consumer law.

Cancelling an Order Before Dispatch

We begin processing orders quickly, and most orders are passed to our suppliers or fulfilment partners within 24 hours of being placed.

If you change your mind immediately after ordering, please contact us through Live Chat as soon as possible.

We will generally only be able to stop an order within approximately 15-30 minutes of it being placed. Some orders are transferred directly to a supplier or fulfilment partner almost immediately, so even within this period we cannot guarantee that cancellation before fulfilment will be possible.

The 2-hour period is simply the timeframe in which we are most likely to be able to intercept an order. It does not limit your statutory cancellation rights.

If your order has already entered fulfilment or has been dispatched, we may be unable to recall the parcel. Where your statutory right to cancel applies, you may still tell us that you wish to cancel and return the eligible goods in accordance with the terms below.

Please do not rely solely on refusing a parcel as a method of cancelling your order. Contact us directly so that we know you wish to cancel and can provide the appropriate return instructions.

Your Right to Change Your Mind

For most goods purchased online, UK consumers have a statutory right to change their mind without giving a reason.

You may notify us that you wish to cancel an eligible purchase at any point during the applicable cancellation period, which normally ends 14 days after the day you receive the goods.

If a single order is delivered in separate parcels, the cancellation period will normally end 14 days after you receive the final item forming part of that order.

Once you have told us that you wish to cancel, you normally have a further 14 days to send the goods back.

You can notify us through Live Chat or another customer contact method published on our website.

Certain products are excluded from the statutory change-of-mind right. These are explained below.

Clothing Returns

You may inspect and try on clothing in the same way you reasonably would in a physical shop to check the size, fit, appearance and characteristics of the item.

For a change-of-mind return, we ask that clothing is returned:

unworn other than for reasonable trying on
clean
free from make-up, fake tan, deodorant marks, perfume, pet hair or other contamination
with original tags attached where they have not needed to be removed to reasonably inspect the item
with original packaging where reasonably possible

You do not lose your statutory cancellation right simply because you have reasonably handled or tried on an item.

However, if goods have been handled beyond what would reasonably be permitted in a shop and this has reduced their value, we may make an appropriate deduction from the refund to reflect that reduction in value.

We do not charge a general restocking fee for exercising your statutory right to cancel.

Cosmetics, Beauty Products & Hygiene-Sensitive Items

Some cosmetics, beauty products and personal-care products may have additional restrictions for genuine hygiene and health-protection reasons.

Where an item:

was supplied sealed
is not suitable for return for health protection or hygiene reasons, and
has been unsealed after delivery

your statutory change-of-mind cancellation right may no longer apply to that product.

Depending on the nature of the product, this may apply to certain sealed:

make-up products
lip products
eye products
skincare products
beauty applicators or tools
personal-care products

This does not mean that every opened cosmetic is automatically excluded from return. The legal hygiene exception applies only where the relevant conditions are met.

Sealed, unused cosmetics that are otherwise eligible may normally be returned under your statutory cancellation rights.

Your rights in relation to goods that are faulty, unsafe, damaged, contaminated, incorrect or not as described are not removed simply because the item is a cosmetic or has been opened.

If you believe a cosmetic or beauty product may be defective, damaged, contaminated or unsafe, stop using it and contact us through Live Chat.

Other Products That May Be Excluded From Change-of-Mind Returns

The statutory right to cancel may not apply to certain goods, including:

products made to your individual specifications
clearly personalised products
sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once the seal has been broken

These exclusions relate to change-of-mind cancellations.

They do not remove your statutory rights where goods are faulty, damaged, unsafe, incorrect, not as described or otherwise fail to conform to your consumer rights.

How to Start a Return

Please contact us through Live Chat before sending anything back and provide:

your order number
the item or items you wish to return
whether you have changed your mind or there is a problem with the product
a brief description of the problem where the item is faulty, damaged or incorrect

We will provide the appropriate return instructions and return address.

Because Heir St. works with different suppliers and fulfilment locations, please do not automatically send your return to the address printed on the parcel in which your order arrived.

That address may belong to a courier, fulfilment warehouse or supplier and may not be able to process customer returns.

Following the return instructions we provide will help prevent unnecessary delays.

Return Postage: Change-of-Mind Returns

If you are returning an eligible item because you have simply changed your mind, you are responsible for the direct cost of returning it, unless we have specifically agreed otherwise.

We recommend using a tracked postal or courier service and keeping your proof of postage until your refund has been completed.

Please package the goods appropriately to prevent damage during their return.

Return Postage: Faulty, Damaged, Incorrect or Misdescribed Goods

If an item is:

faulty
damaged when supplied to you
incorrect
not as described
otherwise not compliant with your statutory consumer rights

please contact us through Live Chat before returning it.

Where the goods need to be returned as part of a valid statutory remedy, Heir St. will cover the reasonable cost of returning them.

We will normally provide you with a prepaid return label or arrange another appropriate return method at no cost to you.

Please do not pay to return a faulty, damaged or incorrect item yourself unless we have agreed this with you first.

If we ask you to arrange the return yourself, we will reimburse the reasonable return postage costs where we are legally responsible for them. Please keep your postage receipt or other evidence of the amount paid.

We may reasonably ask for photographs, a description of the fault or other relevant information before arranging a return. This helps us understand the issue and determine the appropriate remedy.

This does not reduce your statutory rights.

Faulty, Damaged, Incorrect or Not-as-Described Items

Goods supplied by Heir St. must meet the standards required by UK consumer law, including being:

of satisfactory quality
fit for purpose where applicable
as described

If your product does not meet these requirements, please contact us through Live Chat as soon as possible.

If the wrong product has been sent, or the item arrives visibly damaged, please let us know and include photographs where reasonably possible.

We may ask you not to use a damaged or potentially unsafe item while we investigate.

Within the First 30 Days

Consumers generally have a 30-day short-term right to reject goods that do not conform to the contract, including qualifying goods that are faulty, not as described or not fit for purpose.

Where the short-term right to reject applies and is exercised, you can generally choose a refund rather than being required to accept a repair or replacement first.

After the First 30 Days

Your consumer rights do not disappear after 30 days.

Depending on the circumstances, you may be entitled to a repair or replacement.

If repair or replacement is impossible, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may have further rights, which can include a price reduction or final right to reject the goods.

Where a repair or replacement is legally required, it must be provided without necessary costs such as reasonable postage being passed on to you.

Damage Caused After Delivery

We are not responsible for problems caused solely by:

accidental damage after the goods have been delivered
misuse
normal wear and tear
failure to follow reasonable care or washing instructions
alterations made by the customer
attempted repairs carried out by the customer or another person where those actions caused the problem

This does not affect your rights in relation to a defect or lack of conformity that existed when the goods were supplied.

Refunds for Change-of-Mind Cancellations

Where you exercise your statutory right to cancel, we will refund the amounts we are legally required to refund without undue delay.

For returned goods, we will normally issue the refund no later than 14 days after the earliest of:

the day we receive the goods back, or
where applicable, the day you provide satisfactory evidence that you have sent the goods back

We may withhold the refund until we have received the returned goods or you have supplied appropriate evidence that they have been returned.

Refunds will normally be made to the same payment method used for the original transaction, unless another method has been expressly agreed.

We do not charge a refund-processing fee.

Once we have issued the refund, your bank, card provider or payment provider may require additional time to show the funds in your account.

Original Delivery Charges

If you cancel an eligible online order under your statutory cancellation rights, we will also refund the basic standard outbound delivery charge where required by law.

If you chose a delivery method that cost more than our least expensive standard delivery option, we are not required to refund the additional amount you paid for the upgraded service.

For example, if standard delivery costs £3.99 but you selected a more expensive express service, the refundable delivery amount may be limited to £3.99.

Where goods are faulty, damaged, incorrect or not as described, different rules apply and we will bear the costs for which we are legally responsible.

Partial Order Returns

You do not have to return your entire order simply because you wish to return one eligible item.

If you are returning only part of an order, please tell us which products you wish to return.

Where only part of an order is cancelled, whether any original delivery charge must also be refunded will depend on the circumstances and applicable consumer law.

Orders Sent in Separate Parcels

Your Heir St. order may be supplied by more than one fulfilment partner and arrive in separate parcels.

Returning one product does not automatically cancel the remaining products in your order.

If you wish to cancel several products, please tell us clearly which items you are cancelling.

If you are still waiting for another part of your order, check your dispatch emails and tracking information before reporting it as missing.

Sale, Discounted & Promotional Items

Sale, discounted and promotional products have the same statutory consumer rights as full-price goods.

A discounted price does not remove your rights where an item is faulty, not as described or otherwise fails to meet legal requirements.

Eligible sale items are also covered by statutory online cancellation rights unless one of the recognised legal exceptions applies.

Exchanges

If you would prefer another size, colour or product, contact us through Live Chat.

Where stock and fulfilment arrangements allow, we may be able to arrange an exchange.

Because our products may be supplied from different fulfilment locations, a direct exchange will not always be possible. In those circumstances, you may need to return the original eligible item for a refund and place a new order for the replacement.

This does not affect any statutory repair, replacement or other remedy to which you may be entitled for faulty goods.

Returns Sent Without Contacting Us

Please contact us before sending a return wherever possible.

Because we use several fulfilment locations, sending an item to an address printed on the original parcel can cause significant delays or result in the product being sent somewhere that cannot process customer returns.

If you have already returned something and are unsure where it has gone, contact us through Live Chat and provide:

your order number
the return tracking number
proof of postage where available
the item you returned

We will do what we reasonably can to locate it.

If Your Return Is Lost in Transit

If you arranged and paid for a change-of-mind return yourself, we strongly recommend using a tracked service and retaining proof of postage.

If a return we arranged using our prepaid return service appears to have been lost in transit, please contact us through Live Chat so that we can investigate it with the relevant delivery provider.