Q: I’ve a question about my order, who do i contact?
A: For any questions, you can get in touch by email at firstname.lastname@example.org
Q: I’m a blogger and would love to collaborate with Heiress Athletics!
A: We’re always on the hunt for new bloggers to work with. please pop your full name and a link to your blog to email@example.com. Please keep in mind the high volume of queries we receive from bloggers means that we will only be in contact if there is an opportunity to collaborate with you.
Q: I wish to return my item. How do I go about doing that?
A: Please read about our return policy.
Q: I love Heiress Athletics! Do you allow wholesale?
A: We appreciate your interest in Heiress Athletics products! However we do not wholesale or permit any reselling of our items.
Q: Have you received my return?
A: Please allow up to 10 working days for your parcel to be returned to Heiress Athletics. We will send you a confirmation email with your store credit when your return has been processed. If you haven’t heard any communication from us after the 10 business day timescale, please contact Heiress Athletics with your order number and details of the items returned. If you've returned more than one order in the same parcel, please allow an additional 72 hours for all your returns to be completed.
Q: Can I exchange an item?
A: Please read our Easy Return Policy.
Q: Can I amend my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you will be unable to make amendments to your order. In such case you can however, return the item to us in accordance with our returns process.
Q: Why has my order been canceled?
A: Our items sell out super quickly due to such a high demand and on occasions an item you have ordered can suddenly become unavailable. These cases are rare. If an item in your order sells out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.
Q: I have seen an item but it no longer seems to be in stock?
A: We understand how frustrating it is that the item you are obsessing over is currently out of stock. We continue to advertise these items as we want you to know what we normally sell. We are always looking out for the hottest items and often restock/stock similar styles, which we are sure you will fall in love with.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout.
Q: Will I be charged customs and import duties in Canada or Australia?
A: The price of the items do not include customs and import duties which will vary from country to country. You may be required to pay these when you accept shipping of the items from your courier. If you refuse to accept shipping of the items you have purchased, the courier may return the items to Heiress Athletics. in the event this happens, Heiress Athletics may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. we will look to recover these costs from you by deducting the relevant amount from any refund owed to you.
Q: Can I use more than one discount code on my order?
A: Discount codes can't be used in conjunction with any other offer or promotion. Only one discount code is permitted per order.
Q: Why won't my discount code work?
Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.
Expiration Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.
Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.
Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
Q: What happens if I forget to use a discount code?
A: Oops we are sorry to hear this. Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.
Q: What is your complaint procedure?
A: Most of our customers have a great experience when shopping with Heiress Athletics. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.
We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.
To make a complaint, please email to our complaints team.
Please include as much detail as you can, and include where possible:
- Your contact details
- Your order number
- The time and date of the incident
- Names of parties involved
- Details of the event
Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.