Shipping policy

Shipping Policy

Last updated: September 2026

At Heir St., we work with a carefully selected network of suppliers and fulfilment partners to bring together complete looks from a wider range of pieces.

Because of this, some items may be dispatched directly from different fulfilment locations. If your order contains several products, they may occasionally arrive in separate parcels or on different days. You will not be charged additional shipping fees simply because we have chosen to split your order.

UK Shipping

We currently offer standard delivery throughout the UK.

Standard UK delivery: £4.99

Spend £90 or more and your standard UK delivery is FREE.

The £90 free-delivery threshold applies to the value of qualifying products after discounts have been applied and before delivery charges are added.

Your delivery charge will always be displayed at checkout before you complete your purchase.

Delivery Times

Standard UK delivery usually takes between 3 and 10 business days, depending on the items in your order and the fulfilment location they are dispatched from.

As different products may have different delivery times, a more precise estimated delivery timeframe will be shown at checkout before you complete your purchase.

Business days are Monday to Friday, excluding UK bank holidays.

Please bear in mind that delivery estimates are not guaranteed delivery dates unless we have specifically agreed otherwise with you.

If you need an outfit or particular item by a specific date, please contact us through Live Chat before ordering. We will be happy to check the expected delivery timeframe where possible.

How We Deliver

We use a range of trusted UK delivery services depending on the item, fulfilment location, parcel size and destination.

Your order may be delivered by carriers including:

Royal Mail
Evri
DPD
InPost

The carrier used for your order may vary and we cannot guarantee that a particular delivery service will be used.

Where tracking is available, your dispatch confirmation will include the relevant tracking information.

Orders Containing Multiple Items

Your Heir St. look may be made up of pieces supplied from different locations.

This means:

items from the same order may be dispatched separately
different parcels within the same order may be delivered by different couriers
you may receive more than one tracking number
one item may arrive before another
parcels may arrive in different packaging
individual items may have slightly different estimated delivery dates

This is normal and does not mean part of your order has been forgotten.

Where an order is sent in multiple parcels, you will not be asked to pay additional standard shipping charges after placing your order.

Tracking

Where tracking is available, we will send the tracking details to the email address or mobile number provided with your order.

Please allow some time after receiving your dispatch notification for tracking information to become active. Courier systems do not always update immediately after a parcel has been collected or entered into their network.

If your tracking has not updated for an unusual amount of time, please contact us through Live Chat and we will look into it for you.

Delayed Orders

Although most orders should arrive within the estimated 3–9 business day delivery period, occasional delays can happen.

These may be caused by circumstances such as courier disruption, severe weather, high seasonal demand, bank holidays, customs processing or disruption affecting one of our fulfilment partners.

If the delivery timeframe displayed for your order has passed and your tracking has not meaningfully updated, please contact us through Live Chat with your order number.

We will do what we reasonably can to investigate the delay and help resolve the issue.

Your statutory rights are not affected by estimated delivery times or courier delays.

If Only Part of Your Order Arrives

Because items may be dispatched from different fulfilment locations, receiving one part of your order before another is completely normal.

Before contacting us, please check your dispatch emails and tracking information to see whether your order has been divided into multiple shipments.

If all parcels are shown as delivered but an item is still missing, or you believe something has been omitted from your order, contact us through Live Chat as soon as possible.

Please provide your order number and let us know which item is missing so we can investigate.

Incorrect Delivery Address

Customers are responsible for entering a complete and accurate delivery address when placing an order.

If you notice an error, please contact us through Live Chat immediately.

We may be able to update the address if the order has not entered processing or been dispatched. Once an order has been passed to a fulfilment partner or courier, changing the delivery address may no longer be possible.

If an order is returned to us or one of our fulfilment partners because the address supplied was incomplete or incorrect, we will contact you to discuss the available options and any reasonable redelivery costs that may apply.

Failed Delivery Attempts

Depending on the courier, you may be given the option to rearrange delivery, nominate a safe place, collect the parcel from a designated location or wait for another delivery attempt.

Please follow the instructions provided through your tracking information where possible.

If a parcel is returned because delivery could not be completed, please contact us through Live Chat. We will review the circumstances and explain the available redelivery or refund options.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot find it, please first check:

around your property and any designated safe place
with members of your household
with immediate neighbours where appropriate
any photograph, delivery note or location information supplied by the courier
any nominated collection point or parcel locker

If you still cannot locate the parcel, contact us through Live Chat as soon as possible.

We will investigate the delivery with the relevant courier or fulfilment partner. A tracking status showing ‘delivered’ does not automatically prevent us from investigating a genuinely missing parcel.

Lost Parcels

If we believe your parcel has been lost in transit, we will investigate this with the relevant courier or fulfilment partner and arrange an appropriate resolution.

Depending on the circumstances and stock availability, this may include a replacement or refund.

Customers are not expected to resolve a lost-parcel claim directly with the courier where Heir St. arranged the delivery.

Damaged Parcels

If an item arrives damaged, please contact us through Live Chat as soon as reasonably possible.

Please keep the item and its packaging while we investigate. We may ask you to provide photographs of the parcel, packaging, shipping label and damaged product so that we can understand what happened and arrange the appropriate next step.

Please do not dispose of damaged items unless we confirm that you can do so.

Fulfilment Partners

Some Heir St. products may be dispatched directly by one of our suppliers or fulfilment partners rather than from a central Heir St. warehouse.

This allows us to offer a broader range of products and curate complete outfits without holding every individual piece in one location.

Regardless of where an item is dispatched from, your order is placed with Heir St. If you experience a problem with delivery, please contact us rather than trying to resolve the matter directly with our supplier.

International Fulfilment

Some products may be fulfilled from warehouses outside the UK.

This can occasionally result in longer processing times or additional customs handling before the parcel enters the UK delivery network.

Any estimated delivery timeframe applicable to your chosen products will be displayed at checkout.

Where a particular product would involve additional mandatory import, customs or delivery charges payable by you, these will be made clear before the order is placed. We will not knowingly introduce an undisclosed mandatory delivery charge after checkout.

Bank Holidays & Busy Periods

Delivery may take slightly longer during UK bank holidays, Christmas, major sales periods and periods of unusually high courier demand.

Where we become aware of a significant delay affecting your order, we will endeavour to keep you informed.

Changing or Cancelling an Order Before Dispatch

If you need to change or cancel an order, please contact us through Live Chat as soon as possible.

Because some orders are transferred to our fulfilment partners shortly after being placed, we cannot guarantee that an order can be changed or stopped once processing has begun.

This does not affect any cancellation or return rights you may have under our Returns & Refunds Policy or applicable UK consumer law.