EXCHANGES AND RETURNS

We hope you like your purchase - but in the eventuality there is something wrong (we are all human after all!) please follow the steps below:

**I have a problem with my order - what do I do?**

STEP ONE - CHECK YOUR ITEMS CAN BE RETURNED

  • They must be in original condition
  • For clothing, unwashed and unworn
  • In the original packaging

Free gifts or promotional items are not returnable!

We will happily replace any item for a full refund or exchange within 14 days once the item is received that meets the above conditions. After this period we will exchange only.

**I’ve checked my items and can return them - what do I do now?**

STEP TWO - CONTACT US

Please email helpme@theheavenlydead.com to let us know the problem and how you would like it resolved. We will then advise on any further actions.

**So now Ive contacted you what do I do now?** 

STEP THREE - PREPARE YOUR RETURN

Upon confirmation of your return please print out and complete the form below and include it with your returned items*.

CLICK HERE TO DOWNLOAD OUR RETURNS FORM

**Ive filled in your form - now what?**

STEP FOUR - RETURN YOUR ITEMS

Once packaged please return your items to:

THE HEAVENLY DEAD

6 Deakin Avenue

Brownhills

Walsall

West Midlands

WS8 7QA

**Will I be charged for returning my items?**

  • There are no charges for return
  • Original shipping charges are non-refundable
  • You are responsible for the charges of the return shipping

**So when will I get my money back?**

STEP FIVE - RECEIVE YOUR REFUND

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Once approved you will receive your full refund (minus postage) to your original form of payment within 3-10 days once your item is in our hands. This enables us to dot the i’s and cross the t’s and make sure everything is in order.

PLEASE REMEMBER: 

  • We only accept returns that are in the original, unworn, unwashed condition. Items upon receipt that have a clear smell of fragrance/perfume/body odour, or have signs of make up, will be refused and returned to the customer. 
  • Any items that were included free of charge with your order must also be returned. Failure to do so may result in the cost of the item deducted from your total refund amount.
  • Unless we have made a mistake with your order, customers are responsible for the return cost of postage. In the event of a refund, we do not refund the original postage costs
  • We strongly recommend sending your item(s) back via a tracked or signed for service. We are not liable for any item(s) that are lost in transit that are sent to us.
  • Gift vouchers are exempt from refunds
  • If you feel your item is defective/damaged/wrong in any way, we will need to receive the item back to assess before issuing an exchange or refund.
  • Any item(s) that are damaged due customer error will not be exchanged and void from a refund. Upon receipt a member of the returns team will review and contact you regarding their decision.
  • If the garment is indeed defective/damaged or an error has been made on our part, we are happy to refund the cost of your return postage, up to the value of Royal Mail 1st Class signed delivery (or £4.50 maximum) for UK customers and the appropriate value for overseas customers. Any additional services used (such as couriers or Special Delivery) is done so at the customers discretion and will not be refunded by us. In the event that we determine an exchange or refund is not appropriate we are happy to return the item(s) to you at not cost to you.
  • The decision of the returns team is final.
  • Whilst we make every attempt to handle exchanged and returns immediately, in busy periods it may take up to five business days to process all packages received.
  • Depending on your payment method, it can take up to seven business days for a refund to reach you after we issue it. This is due to your payment provider and not the responsibility of The Heavenly Dead - we are not able to expedite this process.
  • Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. Please contact us at helpme@theheavenlydead.com

*If you do not have a printer then please let us know via email.