Return Policy

We want you to feel completely comfortable with ordering from HEAVEN LEE FASHIONS and we aim for every single one of our customers to be 100% satisfied with their shopping experience.

We have a 100% No Questions Asked Returns Policy. (Not applicable to wholesalers – see wholesaler T&Cs below)

We do our very best to make it easy for you to return anything that is not right for you for any reason. We want every person who orders through us to be delighted with what they have purchased so if you are not happy with what you have received for any reason, then we are more than happy to replace it for you for something that is perfect for you, or we will issue you credit.

Please note: We are always happy to EXCHANGE an item for you if what you have ordered is not perfect. If an exchange is not possible, we will issue you with a CREDIT which will be valid for 12 months from the date of issue. We DO NOT offer refunds as part of our 100% No Questions Asked Returns Policy. If you would prefer a refund please contact us.

Please note: We DO NOT offer refunds or exchanges on SALE item. These items are purchased as is.

If you are uncertain about the item you wish to purchase please feel free to contact us first before making your purchase. We are here to assist you!

All returned items must be returned with any original tags still attached, unworn, unwashed, folded and in the exact condition it was delivered to you. Items will not be accepted if they smell of perfume or other odours, and please make sure the item is not returned with pet hair on it. Any failure to return the good/s in this required condition will result in the item/s being sent back at the customer’s expense and the returns policy may be void.

If you wish to return an item we require the following:

  • Complete the online Return Request Authorization form below within 3 days of receiving your order.
  • You will then receive a Returns Docket, please complete and included it in the return package. If we do not receive the Return Docket we will not be able to trace your returns.
  • Post or courier the item/s back to us in the required condition with the Returns Docket within 7 days of receiving your order.
Failure to complete the above steps may delay or void your return request.

Condition Of Returns:

All returned items must be returned with any original tags still attached, unworn, unwashed, folded and in the exact condition it was delivered to you. Items will not be accepted if they smell of perfume or other odours, and please make sure the item is not returned with pet hair on it. Any failure to return the good/s in this required condition will result in the item/s being sent back at the customer’s expense and the returns policy will be void.

Non-Returnable Items:

Opened packets of hosiery, some lingerie, corsets and underpants are non-returnable due to hygiene reasons. Swimwear can only be returned if the Hygiene Strip has not been removed, and must be tried on over clean underwear. If you have an issue with any of these items, please email us about it prior to returning.

Return Postage Costs:

All postage costs associated with exchanged items are at the purchaser’s expense, unless otherwise approved prior to exchange. Please Contact Us if you have any queries about this prior to returning the item/s.

Exchanges:

In the event that we do not have your preferred exchange item/s available, you may choose any replacement item/s. The customer is responsible for paying the difference if the item/s chosen is of a higher value. If the exchange is a lower value, we will issue a credit for the difference. We may contact you for the cost of postage/difference in price to send your replacement item out to you.

Credits:

If there is currently nothing else that you would like to exchange an item for, we will issue you with a credit which is valid for 12 months from date of issue. We will email you details once the credit has been issued.

Refunds:

Refunds will only be offered in circumstances where the item is proven to be incorrectly described, or is deemed by us to have a major fault. Perception of variation of colour from the images provided are not deemed as a reason for the product being inaccurately described as colours may vary depending on studio lighting and based on your monitor settings. Although we try and size all of our clothing as accurately as possible, there may occasionally be some inconsistency in sizing and does not mean that a product is inaccurately described and is therefore not a valid reason for a refund.

Your item may be repaired replaced or refunded if it is deemed to have a minor manufacturers fault. Once the item has been returned, it will be assessed and any refunds will be issued by the original payment method if a refund is warranted, within approximately 14 days. If the item is not deemed to be genuinely faulty, a credit will be issued or your item may be returned to you.

Once your returned item/s has been received we endeavour to process your return request within approximately 3-10 days of receipt. We ask for your patience once sending back an item. We will process your return as soon as possible.

RETURNS POLICY - WHOLESALER

If you are an approved wholesaler, notwithstanding the above the following will be applicable to you:

Returns & Credits

We DO NOT accept any returned items unless they is a manufacturer’s fault/defect on the item. In the unlike event of a manufacturer’s fault/defect on the item it must be returned within 3 (three) day of you receiving the item. If goods are retuned under this condition, our technologist will investigate the issue and return a verdict to you. This may take approximately 10 day. If the goods are found to be defective they will be replace (depending on availability) or a credit will be issue for your next purchase.

Please note: Wholesaler DO NOT qualify for any form of monetary refunds.

We reserve the right to without notice to update our returns policy in the future.

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