FAQ and Shipping
Shpping UK
Orders to UK/domestic addresses are shipped weekly on a Thursday via Royal Mail Tracked 48hr delivery. Your purchase should arrive to you with 2-4 working days after dispatch. Shipping fees are calculated at checkout stage and are based on weight
- 1kg and under: £3.50
- 2-5kg: £5.95
Shpping Europe
Please note we are currently unable to provide shipping to Italy, Portugal, Poland, Romania, Greece and Spain. This is due to additional import restrictions in place since the UKs departure from the EU. We will keep you updated if this should change. We provide shipping to other countries within Europe via Royal Mail International Tracked & Signed. The costs of shipping to Europe is £13.00. Please allow 5-10 working days for delivery.
Rest of world
We ship Internationally via Royal Mail International Tracked & Signed. Please allow 5-10 working days for delivery. The costs of international shipping is £24.00. Please allow 15-25 working days for delivery. Buyers are responsible for any customs charges related to shipments if they apply. Please note that once your order has left for shipping and is in the hands of the postal courier, Heavens Touch cannot be held responsible for issues that may occur during shipping including delays.
What happens after I order?
After reciept of your order, you will receive an order confirmation email to review your details. We aim to process your order within 1-3 working days. You will receive a shipping confirmation email once your order has been shipped. Orders are processed for shipping on working days (Monday – Friday excluding UK public holidays). Estimated delivery times commence from the date of shipping and delivery times remain at the responsibility of the courier.
How do I return an item?
We are currently only able to accept returns or exchanges if your item arrives damaged or faulty
If there is something wrong with the order you have received, please email info@heavenstouch.co.uk with your order details, a description of the issue, and a photograph of your damaged goods on day of delivery.
If you would like to return goods owing to defects, we will refund you the price you paid for the goods (inclusive of the initial delivery charge).
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: {physical address}.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.