You can return or exchange items within 15 days of receiving your order. Ensure the items are in perfect condition and labeled.

1. IMPORTANT: Visit our RETURNS PORTAL to register your return
2. Pack the items in the original box with the delivery note.
3. Fill out the form with the reasons for your return.
4. Choose between an exchange, a credit note, or a refund.
5. Download and attach the return form to your package.
6. Drop off the package at your local post office.

Refunds are processed within 15 working days after we receive the returned items, provided they are in good condition. If all items from your order are returned, the refund will include the order shipping fees. Note that a 10€ fee for the prepaid label and processing will be deducted from your refund.

Yes, visit our EXCHANGE PORTAL, where you register and select the replacement item

Store credits are issued upon receipt of your return package and are valid for 6 months. Store credits cannot be used on sale items or outlets. You will receive the store credit via email once your return package is processed.

If you’ve lost your delivery note, you can still register your return - proceed to our RETURNS PORTAL, here you simply reference your Order Number AND email address used when ordering.

After dropping off your package at the post office, you can use the tracking number provided on the return label to track your package. Visit the carrier’s website and enter the tracking number for updates on your package's status.

Items must be returned in perfect condition and labeled. Certain items, such as sale items, may have different return policies. Always check the specific return conditions for the items you’ve purchased.

If you need to change or cancel your order, please contact us immediately at eboutique@heimstone.com. If the order has not yet been processed or shipped, we will do our best to accommodate your request.

If the returned items are not in perfect condition or are not labeled, we will not be able to process your refund or exchange. The items will be returned to you. Please ensure all return conditions are met to avoid this issue.