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Orders & Delivery
How long will my order take to arrive?
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 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! email@example.com
Free Standard Worldwide Delivery & Postage
Postage is currently free and we use Royal Mail.
Please contact us if require faster delivery for which there may be a charge.
OVERSEAS customers will be required to pay for any Customs Duty upon the package arriving in their country.
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. All items are handmade from natural products therefore they are sometimes imperfect. Colour always vary depending on the light and they may appear slightly different to thos on screen. We try to rpresent our products as accurately as possible.
Returns & Refunds Policy
Returns are not free and you are responsible for paying the postal charges for any returns. Any items being returned from outside the UK is the responsibility of the customer. Shipping and the associated charges must be arranged and paid for by the customer.
We do not accept responsibility of 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.
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.
In the highly unlikely event that one of our items has a fault, please contact us. 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).
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.
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 firstname.lastname@example.org We will refund your original product amount and you will need to place another order for the new product.
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 despatch 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 despatch 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.