FAQs

ORDER & PAYMENT

How do I know that my purchase is being processed?

You will get a purchase confirmation via email once you have checked out.

Which payment methods do you accept?

We accept the following payment methods: Visa, MasterCard.

When is my card being charged?

Your card is being charged at the end of the checkout process.

Which currency do you accept?

Swiss francs and British pounds are accepted for payment on our website.

Is the website secured?

Rest assured that the security of your personal data is our highest priority. Every time you enter an area of the site that carries or requires sensitive information such as your credit card details, an icon resembling a padlock will appear somewhere within the browser window dependant on the browser you are using. This is an indication that the site is secure. You can click on the padlock to see more information.

Why is my payment declined?

If a payment is declined, it means that your bank did not allow the transaction. You should contact your bank to understand the reason of this decline.

DELIVERY

Where do you ship?

We ship to Switzerland and to the UK. If you are located elsewhere, contact us at hello@heidiandjamesdesign.com and we’ll do our best to propose you some options.

How do you ship?

The transporter we used is indicated on each product page.

  • Big items

We use primarily UPS for big items shipped internationally. The items are delivered to the address you provide us with at check out.

  • Small items

We use Royal Mail and La Poste Suisse for smaller items such as accessories in order to get the most advantageous transport prices.

Please note that in specific scenarios we may choose another transporter to ensure best prices and quality of service.

How long do you take to deliver an item?

The lead times indicated on each product page also include delivery time. Unfortunately, sometimes a parcel can be delayed for reasons beyond our control such as customs clearance for which we can’t take responsibility. We will notify you as soon as we are aware of a possibly delay on your order.

When do you deliver?

Parcels are delivered to the address you gave at check out from Monday to Friday between 9am and 6pm (local time). The majority of the items will require a signature at delivery. It is not possible to give a dedicated day or time slot.

What happens if there is no one to receive the delivery at the given address?

  • UPS deliveries:

if there is no one, the driver will leave a note with contact details. Three consecutive attempts will be made to deliver the parcel. If after three attempts no one was there, the parcel will be put in a depot and UPS will inform you directly.

  • Deliveries with Royal Mail and La Poste Suisse:

If no one is there to receive the parcel, a note will ask you to go to the post office to get it.

  • Other transporters:

The driver will leave you a note with instructions to get your parcels.

Where are the items shipped from?

Items are being shipped from different designers in different locations.

How do I know if my item has been shipped?

We will email you once your purchase has been dispatched and will provide do with a tracking number whenever possible (tracking numbers are generally not available for small items).

PRICES, DUTIES AND TAXES

Tax?

We ship to Switzerland and to the UK. If you are located elsewhere, contact us at hello@heidiandjamesdesign.com and we’ll do our best to propose you some options.

RETURNS

Can I return my order?

If you are not satisfied with your order, you must notify us in written and may return the item within 14 days of delivery and get a refund. If the product is bespoke, refunds will not be available. Please note that it is the customer’s responsibility to ensure safe return of the item and unless the item is faulty or incorrect then this is at the customer’s own expense. For more details and full conditions, please see our terms & conditions.