FAQ

  • PURCHASES

    1. I would like a sold out item.
    For any inquiries regarding sold out items, please contact us at info@heritierofficial.com or +44(0)7763501360 from Monday to Friday (9 a.m. 6:30 p.m.) and Saturday (10 a.m. 5 p.m. London time). Once your request is received, we will tell you if the item is temporarily unavailable, if it is still possible to craft it again and how long it will take. Please consider that unique items might be permanently sold out.

    2. Are all creations available for purchase online?
    No, only a selection of the creations presented at the Collection can be purchased immediately online. Other creations are available upon request or via our catalogue issue via our Friends & Partners. Don’t hesitate to contact us if you are interested in a piece not available on our e shop.

    Payment method:
    3.. Which payment methods are available?
    We accept the following payment methods:

    • Credit/debit cards: Visa, Mastercard, Amex, etc.
    • Stripe
    • Bank transfer

    DATA :
    4. Which data do you have about me?
    We take your privacy seriously and follow GDPR rules. We invite you to read our privacy policy, cookies notice and terms and conditions. We do not share the data gathered from our clients.

    Shop :
    5. Do you have a physical shop?
    No, we do not have physical shop. The main reason is that we are selling only exclusive piece mainly one off. We organise private event true the years.

  • SHIPPING

    6. Why are shipping fees so significant?
    The quality of the items should not be altered by the shipping; we have therefore decided to work with first choice courier services which are more expensive than usual couriers. The fees may vary also depending on your country and if you are living in or outside of a shipping hub. Please note some large and expensive piece, shipping fee will be charge separately.

    7. How long will it take to receive my order?
    The expected delivery time is mentioned on the website. This is an indicative delivery time because it will be subject to customs clearance or bank holidays.

    Some items are made to order. In this case, we will inform you by email after your purchase of the expecting delivery time. If the expected delivery time doesn’t meet your requirements, you can always retract your order.

    8. My order arrived incomplete or damaged
    For any issues regarding a damaged or incomplete order please contact us by email : info@heritierofficial.com We kindly ask you to attach photographs in order to speed up the process. Once your request is received, we will contact you in order to solve the issue together.

    9. Where is my order?
    As soon as the item has been shipped to you, you will receive a confirmation email with a tracking number.

    Secured payment :
    10. Is my payment secure?
    We are 100% committed to the protection of your payment details. We use advanced encryption technologies when processing any payment information. Any payment made through our E Shop is secured.

  • WARRANTIES

    11. Is there a warranty on my purchase?
    All purchases made through our E Shop are under the purchased items legal warranty against defects for two years.

    If the independent creators of the items grant a longer warranty, this shall be indicated on the item’s description page of the website.

  • CANCELLATION, RETURNS AND EXCHANGES

    12. Can I return my purchase if I’m not satisfied?
    We are not able to proceed to any refund once the purchase is made. Returns are only possible if the purchased item arrives in bad condition or does not function.

    In case of problems within an item, as defined above, please contact us: info@heritierofficial.com . Once the request is made, we will send you the steps to follow in order to solve the issue together.

TERMS & CONDITIONS

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PRIVACY POLICY

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COOKIES POLICY

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CONDITIONS OF USE & SALES

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