What currency are your prices in?

We are proudly based in London, England and so all prices are displayed in British Pounds (GBP). We happily accept all major forms of payment including Credit Cards, PayPal and Apple Pay enabling us to accept payments from all over the world.

We cannot take any responsibility for foreign exchange rates or conversions that occur when making a purchase from outside the UK.

Do you offer gift receipts?

Sorry, we don’t offer gift receipts right now.

What if I need to change my order?

In general, once an order is placed, we are unable to make any changes.

However, should you need to make a change for any reason please email us asap at: info@theheraia.com and we will happily see if we can accommodate.

What if I need to cancel an order?

If your order has shipped, unfortunately you cannot cancel your order and will need to refer to our returns process.

If your order has not yet shipped, please email us asap at: info@theheraia.com and we will happily try to cancel your order if possible.

How can I edit my shipping address after an order is placed?

If your order has shipped, unfortunately we cannot make any changes.

If your order has not shipped, please email us asap at: info@theheraia.com and we will happily try to redirect your order if possible.

What is the status of my order?

Once you’ve received your shipping confirmation email you will be provided with a tracking number and carrier information. You can then visit the carrier’s website to see the status of your delivery. It may take 24 hours for tracking updates to appear.

If you have any additional questions about the status of your order please reach out to us at: info@theheraia.com.

What if something arrives damaged?

We are so sorry to hear that! Please reach out to us asap at: info@theheraia.com or refer to our returns policy.

What if my delivery has been lost?

We are so sorry to hear that! If your package has been lost in transit, please reach out to us at: info@theheraia.com.

Please note, after an order has been confirmed by the carrier as delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.

Something I ordered is now on sale. Will you match the new price?

Unfortunately, price adjustments cannot be made for items now reduced. Sales are for a limited time and for limited styles, so by buying early, you ensure that you get the style in the colour and size you want.


Shipping

How much does shipping cost?

Shipping within the UK costs a flat rate fee of £3.95

International shipping costs a flat rate fee of £19.95

Both include a Royal Mail tracked service and we will send you tracking details as soon as your order has been dispatched.

When will my order be shipped?

Most orders are shipped within 2 working days from London, England.

UK Orders - Once your order is shipped we expect you will you receive your order within 2-3 working days of the shipment date.

International Orders - Time frames may vary depending on country

If you have questions about shipping times to your location please email us at info@theheraia.com

Do you offer overnight or expedited shipping?

Unfortunately, we cannot offer this service as an option at present but we are working on ways to ensure we can get your order to you as soon as possible.

Can you ship to a P.O. Box?

Sorry, we cannot ship to P.O. boxes yet. If you entered a P.O. box as your delivery address we will reach out to get an alternative address which may delay your delivery.

Are customs taxes and duties included in my order total?

For shipping outside of the UK, the order total and any delivery charge does not cover the cost of any local taxes or duties. As such, you may be charged by the shipping provider when they deliver your order. Payment of these may be necessary to release your order from customs. For more information, please contact your local customs office.

Should you return your item, you will need to contact your local customs office to determine if you are entitled to a refund on these duties.


Returns, refunds and exchanges

What is your returns policy?

We hope you are 100% happy with your purchase from us.

If you are unhappy or change your mind, please return it to us within 14 days of receipt for a refund, exchange or Gift Card.

For information on where to return your items please contact us at: info@theheraia.com.

Please note, we are unable to cover the cost of postage when returning an item to us and you are responsible for ensuring it is returned to us safely.

Returns will only be accepted if:

  • Items are in their original condition, with no visible wear or damage

  • Items are in any original packaging 

  • Tags remain attached to garments 

International Returns:

For queries on international refunds please contact us at: info@theheraia.com

CHRISTMAS RETURNS POLICY: For all Items purchased in December 2018 - You can contact us up to Sunday 13th January for an exchange or Gift Card. This doesn’t affect your statutory rights and we will happily offer a full refund for items purchased with 14 days of contacting us.

How will I know my return/refund has been processed?

Once we have processed your return you will receive an email from us confirming your return and your refund amount.

How long will my refund take to process?

Once we receive your return, please allow 2-3 business days for your return to be processed and then 2-3 business days for your refund to show in your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way.

How can I exchange my item for a different size or colour?

Sorry, we are unable to process exchanges. If you would like to exchange something for a different size or color, please return the original item(s) and place a new order.


Size & fit

How do I know which size to choose?

Please refer to our size charts for assistance on sizing and measurements. If you are unsure please free to email us at: info@theheraia.com with your size and measurements and we will be happy to help.


Garment Care

How do I care for my new activewear?

Each item is unique and may require different care. Attached to each garment is a care label with instructions on how to maintain the best quality of your item.


My Account

How can I create an Account?

During the checkout process: After you enter your email, shipping, and billing information, you can check ‘Create an account for faster checkout’ and create a password for a new account. Customer account passwords must be at least 10 characters.

Using the Sign In Icon on the Homepage: You can use this link to create a new account or sign in to an existing one.

What information can I manage in My Account?

Once you have signed in (either during checkout or from the homepage) you can use ‘My Account’ to manage the following:

  • View your orders and track shipping information

  • Add and update billing information

  • Add and update shipping addresses

  • Update your name or password

I have forgotten my password - can you help me reset it please?

To protect your security, we are unable to reset your password on your behalf. If you have forgotten your password please access the Sign In option and select the ‘Forgot Password’ link.


GIFT CARDS

Do you sell Gift Cards/Gift Vouchers?

YES! We happily offer Digital Gift Cards. You can purchase gift cards in the value of £25, £50, £75 and £100. They are available to purchase from our shop or can be directly accessed here.

Do you sell physical/plastic Gift Cards?

We only offer digital gifts in the form of unique e-codes. These are sent via email or available as printable .pdf.

Do Gift Cards expire?

No. Our Gift Cards never expire.

Can I use less than the full value of my gift card?

When using a gift card, the full value of the gift card is always applied. It isn’t possible to partially redeem a gift card unless the order total is less than the gift card balance.

Can I refund purchases made with a Gift Card?

Yes. Refunding a purchase made with a Gift Card adds the refunded amount to the gift card's balance.

How can I check my Gift Card balance?

You (or your chosen recipient) will receive an initial email with the Gift Card balance. After entering the code at checkout, you'll see the remaining balance if there is any.

I have lost my Gift Card code - What can I do?

No problem. Please email us at info@theheraia.com and we can help resend the gift confirmation email.