Refund policy

(This policy comes into effect from 10.12.2024)

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

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.

Note that unless your item is damaged or defect, you have to pay for your return. We will only be able to give you free returns if you received a damaged or defect item. 

To start a return, you can contact us at info@heirloomcreativeagency.com. Please note that returns will need to be sent to the following address: Heirloom Creative Agency, Königsallee 6-8, 44789 Bochum

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@heirloomcreativeagency.com.

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 uniquie 1 of 1 Items. If you still want to request a return send and email including your order number, the item you want to return and the reason why to returns@heirloomcreativeagency.com

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

You can always exchange an item to another size, as long as there is stock.
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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@heirloomcreativeagency.com.