Shipping policy
Shipping & Delivery
Orders ship within 1-2 business days.
Available shipping methods, estimated delivery times and any applicable costs will be shown at checkout. Delivery times are estimates only and cannot be guaranteed.
Duties and taxes are calculated at checkout for applicable destinations. Where duties and taxes are included in the purchase price, the full price paid for the product will be refunded if your return is approved in accordance with our Returns policy.
For international returns, all shipments must be prepared and labeled as advised in the return instructions provided by our client care team, including the correct customs information. If a return is incorrectly declared and additional customs charges, taxes or handling fees are incurred as a result, we reserve the right to deduct such charges from your refund.
If a shipment cannot be delivered due to an incorrect address, failure to collect, refusal of delivery or other reasons outside our control, we will contact you to assist with next steps. Any reshipping costs will be the responsibility of the customer. If you choose not to have the order reshipped, it will be treated as a return in accordance with this policy, and we may deduct any shipping, handling, duties or return-to-sender fees incurred as a result of the failed delivery.
If your order is lost or arrives damaged, please contact us at clientcare@heronpreston.com as soon as possible. To assist our investigation with the carrier, we may request supporting documentation such as photos of the packaging and item. Once reviewed and confirmed, we will offer an appropriate remedy, which may include a replacement or a refund, in accordance with applicable law.
Returns
Returns may be requested within 14 days of receiving your order. To be eligible for a return, items must be in the same condition in which they were received: unworn or unused, with all tags attached and in the original packaging. Proof of purchase is required.
To begin a return, please contact us at clientcare@heronpreston.com. If your return is approved, we will provide the return instructions and the correct return address. Return shipping costs are the responsibility of the customer, except where an item is defective, damaged or incorrect. Returned items remain the customer’s responsibility until received and inspected by us. Items sent back without requesting a return will not be accepted.
We do not offer exchanges. If you would like a different item, please return your order for a refund and place a new order.
Some items may be designated as non-returnable at the time of purchase, including personalized items, made-to-order pieces and select categories such as intimate or hygiene-sensitive products. This will be clearly indicated on the product page.
Faulty Items
If an item is defective, damaged or incorrect, please contact us at clientcare@heronpreston.com as soon as possible so we can resolve the issue. We may request supporting documentation such as photos of the packaging and item. Once reviewed and confirmed, we will arrange a replacement or a refund, as appropriate. In these cases, we will cover reasonable return shipping costs and refund any original shipping charges.
Right of Withdrawal
If your order is delivered within the European Union, you have the statutory right to cancel or return your order within 14 days of receiving the goods, for any reason and without providing a justification.
To exercise this right, you must notify us within this 14-day period by contacting clientcare@heronpreston.com. Returned items must meet the condition requirements set out in the Returns section above, and proof of purchase is required.
When the right of withdrawal is exercised, we will refund the full price paid for the product as well as the cost of our standard outbound shipping method. Costs for express or premium delivery options are non-refundable. You are responsible for the cost of returning the item, unless it is defective, damaged or incorrect.
Refunds will be issued to your original payment method within 14 days from the date we receive the returned goods or receive proof of return, whichever is earlier, in accordance with applicable consumer law. This statutory right does not affect any rights you may have in relation to faulty or incorrect goods.