Germany : 2 - 3 working days 4.50€ free above 65.00€ (no additional fees/taxes or duties)
EU : 3 - 10 working days 12.00€ free above 65.00€ (no additional fees/taxes or duties)
UK : 3 - 10 working days 12.00€ free above 65.00€ (no additional fees/taxes or duties)
USA : 5 - 10 working days 15.00€ (no additional fees/taxes or duties)
Rest of the World : 5 - 10 working days 15.00€ (fees/taxes or duties depending on Government policy)
How long does delivery take?
Your order will be sent out on the next working day. We will send you an email once despatched which will include your tracking number. Delivery times do vary, see above for estimate delivery periods for your region, these are subject to customs and duty procedures which are beyond our control.
Do I have to have my order delivered to my billing address?
We provide the option to ship orders made through our website to a different address from the one at which your card is registered. For security reasons we may contact you to verify your details before shipping to a different address. We reserve the right to ignore your requested shipping address and deliver your order to your billing address.
Can I change the delivery address after I have placed my order?
Maybe. If you have made a mistake with your delivery details then contact email@example.com immediately and we will update them if we can. For security reasons orders placed over the telephone must be shipped to the billing address. If the order has already left our office then the delivery address cannot be changed. If this happens we will need to wait for the parcel to be returned to us and then post the parcel out again at your expense.
Why have I been asked for additional information?
We occasionally carry out security checks on orders. There are many reasons why we choose to do this and we have a policy of making random spot checks. If you have been asked to supply additional information please be aware that we cannot begin the dispatch process until the information is received. We use the utmost discretion and security with any information we receive.
What happens if I’m not home when my order is due to be delivered?
DHL will make 3 attempts to deliver on consecutive business days. They will then leave a card to rearrange the delivery or you can arrange to collection your parcel from your local depot.
Can someone else sign for my delivery?
Yes they can. Heimat Textil accepts no responsibility if the signature received at the delivery address is not the intended recipient, and will consider this parcel correctly delivered.
Will I have to pay customs and import charges?
Maybe. Orders are shipped from Germany and any customs or import duties are charged by local customs agencies once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. The EU and UK will be exempt from additional charges. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur. Customers ordering from the Republic of South Korea will receive an FTA document with their parcel.
Can you mark the parcel as a “gift” or declare a lower value for my order so I don’t have to pay customs charges?
Unfortunately we cannot as this is against the law. Random spot checks are common, and we are responsible if we are caught mis-declaring our exports.
I have been contacted for further information for by country customs department?
Each country will have their own goods import procedures and these can vary across countries. for example, from our experience USA customs sometimes require further details about high value orders, such as manufacturer details or IRS numbers. If you have an order stuck in customs, please contact firstname.lastname@example.org quoting your order number and we will help you resolve the matter as fast as possible.
Why hasn’t my order arrived yet?
International shipments can occasionally take longer than expected. Goods can be held up in customs or there can be delays during the handover from one country to another. If you’re an international customer and your order hasn’t arrived after 7 working days from you receiving your despatch email then please contact email@example.com and we will investigate for you. Check first that you haven’t been left a card from the couriers.
What happens if my parcel gets lost?
Things occasionally go missing in the post. Don’t worry, all shipments are fully insured and we will be happy to make a claim on your behalf if your order is lost. Our policy is to give you a full refund or to send a replacement once the required time has passed, stated by the relevant shipping company in their terms. If the reason a parcel takes longer than expected to arrive, or gets lost, is because the address given was incorrect or incomplete we cannot accept any liability for this. We will however try to help in these situations. Generally we need to wait 30 working days from dispatch to begin this investigating missing parcels.
Do you deliver to PO BOX addresses?
No. Because of the high risk of fraud we are unfortunately unable to deliver to PO boxes.
We offer a 30 day returns policy on any unworn, full-priced items with tags and tickets still attached and in original packaging. Please return the item with a note that includes your order number, full name, and address, or a copy of your order confirmation to the below address.
Returns address for Germany and the rest of the EU:
Heimat Returns Department
c/o CS Logistik Gmbh & Co. KG
Passauer Straße 8
Returns from UK please contact us at firstname.lastname@example.org
Returns outside EU please ensure you clearly visible write returned item on the outside of the box and follow the rest of our instructions below to avoid further charges for you.
You can always contact us for any return questions at email@example.com
When returning items please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by customs, allowing us to process it far more quickly. If you don't do this then the parcel can be held in customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
You can always contact us for any return question at firstname.lastname@example.org
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.