Refund policy

Returns & Refunds

We hope you absolutely love your purchase. However, we understand that sometimes an item may not be quite right, and we're here to make the returns process as simple as possible.

Returning Your Order

If you wish to return an item, you may do so within 30 days of receiving your order.

To be eligible for a return, items must be:
  • Unworn, unwashed, and unused
  • In their original condition
  • With all tags attached
  • Returned in their original packaging where possible
  • Accompanied by proof of purchase or your order number
Unfortunately, we are unable to accept returns that show signs of wear, washing, perfume, makeup, or damage caused after delivery.

How to Arrange a Return

To start a return, please email us at heidi@heidi-instance.com with your order number and details of the item(s) you would like to return.
Returns should be sent to:

Heidi Instance
100A High Street
Markyate
St Albans
AL3 8JZ
United Kingdom

Please contact us before sending your return so that we can assist you and ensure your return is processed as quickly as possible.

Return Postage

Unless an item is faulty or we have made an error with your order, return postage costs are the responsibility of the customer.
We kindly recommend using a tracked delivery service and retaining proof of postage, as we cannot accept responsibility for returns that are lost in transit.

Refunds

Once your return has arrived with us, we will inspect the item and process your refund as quickly as possible.
Approved refunds will be credited back to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time for the funds to appear in your account.
We will notify you by email once your refund has been processed.

Exchanges

Need a different size or colour? We're always happy to help where stock is available.
Please contact us and we'll do our best to arrange an exchange. Alternatively, you may return your item for a refund and place a new order for your preferred style.

Faulty, Damaged or Incorrect Items

We take great care in preparing every order. However, if your item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your parcel.
We'll review the issue promptly and arrange a replacement, exchange, or full refund where appropriate.

Non-Returnable Items

For hygiene reasons, we are unable to accept returns on:
  • Earrings and pierced jewellery
  • Beauty and personal care products
We are also unable to accept returns on:
  • Gift cards
  • Personalised or made-to-order items

Sale Items

Sale items may be returned within 14 days of receipt for a store credit or exchange only. Refunds are only available on sale items if they are faulty.

In-Store Purchases

If you have purchased an item in-store and change your mind, we are happy to offer a refund within 14 days of purchase, provided the item is returned unworn, with tags attached, and accompanied by a valid receipt.

Returns made after 14 days and within 30 days may be eligible for an exchange or store credit.

If you have any questions regarding your order or a return, please don't hesitate to get in touch. We're always happy to help.