For any reason, customers can return the order, entirely or partially. heronpreston.com refunds within 14 days from the receipt of the merchandise (excludes certain beauty products containing hazardous or flammable materials, like fragrances and aerosols).

Items must be returned in the same original conditions, neatly packed and with the return tag still attached.

Please note that “HOMEWARE” ceramics must be returned carefully packed using the same materials received in the package. It is important to completely fill empty space within the box to avoid contents moving during transit. heronpreston.com reserves the right to refuse returns that have not been properly packed or packed with different materials than the original ones.

Please note that Customized items cannot be returned. Customers are responsible for ensuring that the customization details are correct. No cancellation nor alteration may be made once a customized order has been placed. It is not possible to request customization for items after an order has been placed or delivered.

If you purchased products at one of our authorised resellers, please get in touch with them, as they have their own return policies. It is not possible to return your items to our online store.

T&C

The returned items must be sent back in their original packaging together with all the materials received with the item/s (dust bags, covers etc.) and should have a copy of the invoice inside.

The item/s must be unharmed, unwashed, not worn or altered and must have all original security seals still attached. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip or they will not be accepted. This is for hygiene reasons. We will not accept any returns that have been worn or are soiled.

The Heron Preston packaging must not be used as the external parcel for the shipment.

If the item does not fit these requirements the item will not be accepted and will be sent back to the customer at their own cost.

Please, be aware that all “HOMEWARE” collection sets must be returned as a whole and that bed sets are not returnable.

All products are checked at the warehouse for any faults. However, if a customer receives an item not in the original state please contact ecommerce@heronpreston.com

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. If your item is faulty when you receive it, you can return it for a refund within 14 days from the date you received it.

“HOMEWARE” ceramics are handcrafted. Any imperfection characterizes the uniqueness of these pieces, which have been hand made by artisans and will not be considered defects. However, heronpreston.com will examine each query concerning possible ceramics’ defects before accepting or refusing them.

We have made every effort to display the colors of our products that appear on heronpreston.com as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a color will be completely accurate.

The exchange of purchased Products is not allowed. Therefore, Products received after purchase may only be returned and result in a refund of the price paid for the purchase under the conditions set out in these Terms and Conditions.

RETURN POLICY

Please refer to our Return Policy which forms an integral part of these Terms and Conditions.

Returned Products must conform to our returns policy below. You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them).

This includes the following guidelines:

- Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags;

- footwear and accessories should be returned in the original boxes provided and inside a protective shipping box;

- if the Product comes with a security tag this should be left on;

- hosiery should only be returned if it is unopened and is in its original package;

- and lingerie and swimwear must only be tried on over your own lingerie garments. If you fail to comply with the above obligations (including the conditions of return), we may deduct from the refund an amount to reflect the diminished value of the Product(s) up to the full price of the Product(s).

You cannot cancel a contract for the supply of any of the following Products: any Products that have been personalised or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered (see Returns and refunds for customised Products below for more information); earrings of any type including costume or fine jewellery (see Returns and refunds of jewellery below for more information); and any garments or cosmetics Products that have had a hygiene label or seal removed or broken.

Returns and refunds for customised Products:

Due to the nature of personalised and monogrammed Products, returns, changes or cancellations are at our discretion. In exercising this discretion, we will have regard to the level of customisation and personalisation and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalised and/or customised Products may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Returns and refunds for jewellery:

We operate a special returns policy for certain jewellery Products due to their value and nature. Any jewellery Products with a value of [£X] or more must be returned to us within [7] days of delivery, and should be returned in its original packaging in the same condition in which you receive them. Please note that it may take longer than normal to process refunds for such jewellery Products due to their nature, as we assess any diminished value whilst within your care.

RETURN PROCESS

We recommend that you return Products in their original packaging to ensure the necessary protection when in transit. Instructions for the return of the Product(s) will be included with the delivery package. When cancelling a purchase and returning Products to us you have two options available to you:

1. Depending on where you live, exercise your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs). If you choose this option you will be refunded the full price for the Product(s) (subject to our Returns Policy) and the cost of standard delivery but will be liable for the organisation and cost of returning the Product(s) to us.

2. Use our Free Returns service. If you choose this option you can return the Products(s) for free and will be refunded the full price for the Product(s) (subject to our Returns Policy) but not the delivery charges. We describe these two options in more detail below.

i. Your cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCRs)

Except in relation to certain types of Products (as set out above), you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after you received the Products ("cooling-off period").

To cancel a Contract, you must clearly inform us, preferably by email at ecommerce@heronpreston.com

If you cancel an order (or part of an order) during the cooling off period, you must return the Product(s) within 14 days after the day on which you notify us of the cancellation and comply with the Returns Policy.

If you cancel a Contract between us within the 14 day cooling-off period (see above), we will process the refund due to you as soon as possible and, in any case within 14 days after the day on which we receive the Product(s) back or (ii) if earlier, the day on which we receive evidence that you have returned the Product(s) to our returns address.

We will refund the price of the Product(s) in full (subject to any deduction we are entitled to make due to your use of or damage to the Product(s)), including the cost of standard delivery. However, we will not refund your cost of returning the Product(s) to us, and you are responsible for those costs. We will refund any money received from you using the same method originally used by you to pay for your purchase, unless agreed otherwise.

Free Returns Pick Up

We offer a free collection service to all customers for Product(s) you wish to return except in relation to certain types of Products as set out in the Returns Policy. You have 14 days from receiving your order to return the Product to us. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back in time. Please note that we can only collect returns from the same country to which your order was delivered.

To book a free returns pick-up:

- Sign in to the Site and go to My Account;

- Under 'Orders' click on the 'Book a return collection' link next to the order you want to return;

- Select the Products you would like to return and follow the steps to schedule a pick-up time and address.

We will e-mail you with your Returns Merchandise Authorisation (RMA) number, confirmation of your collection time and address, a booking reference number and returns documents.

What happens next?

Print out the Air Waybill (AWB) and attach it to the outside of the parcel. There will also be a copy to give to the courier. Please save a copy of the AWB for your records. You can use this to track your return shipment.

If you have been provided with a returns invoice for customs, please enclose one inside the package and attach a signed copy on the outside with the AWB.

Do not seal your package until the driver has checked the contents.

Please note that you have 30 days to contact us upon the pickup of your return to ensure that we have acknowledged it and received the Product. If you contact us after this 30 days period, we cannot guarantee a refund.

The exchange of purchased Products is not allowed. Therefore, Products received after purchase may only be returned and result in a refund of the price paid for the purchase under the conditions set out in these Terms and Conditions.