Order Information

To place an order, simply browse our collections and add your chosen items to your shopping cart. Once you're ready to check out, you'll proceed to the checkout page, where you'll need to provide your shipping information, select your payment method, and review your order details. If you have any questions or need assistance during the checkout process, our customer service team is here to help.

Privacy Policy

Terms of Service

Cancellation policy

At Heidi Krauss, every piece is prepared with care before beginning its journey to you. We ship internationally and aim to make the delivery experience as seamless and transparent as possible.

Order Processing

Orders are processed from Monday to Friday, excluding public holidays. Please allow 2–4 business days for your order to be prepared and dispatched.

Certain limited-edition, personalised, pre-order or made-to-order pieces may require additional preparation time. Any extended lead time will be stated on the relevant product page or communicated to you after purchase.

Once an order has entered the fulfilment process, we may be unable to change or cancel it.

Shipping Destinations

We deliver to most countries worldwide. The destinations and delivery methods currently available will appear at checkout.

If your destination is not listed, please contact us at heidi@heidikrauss.haus, and we will explore whether a special delivery can be arranged.

We are unable to ship to PO boxes or certain restricted locations. A complete physical delivery address and telephone number are required for international shipments.

Estimated Delivery Times

Estimated delivery times begin once your order has been dispatched:

• United States: 3–7 business days
• Europe: 3 - 10 business days
• United Kingdom: 3–7 business days
• Canada and Mexico: 5–10 business days
• Middle East: 5–10 business days
• Asia-Pacific: 5–12 business days
• Rest of the world: 7–14 business days

These timeframes are estimates and do not include order-processing time or delays caused by customs, local authorities, weather, holidays or circumstances outside our control.

Shipping Costs

Shipping costs are calculated according to the destination, parcel size, weight and selected delivery method. The applicable charge will be displayed at checkout before payment.

From time to time, complimentary shipping may be offered for selected destinations, order values or promotional periods.

Duties, Taxes and Customs Charges

International orders may be subject to import duties, customs charges, local taxes or handling fees imposed by the destination country.

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the responsibility of the recipient. Heidi Krauss does not control these charges and cannot predict their value.

We recommend contacting your local customs authority before ordering if you require further information. If an order is refused because customs charges have not been paid, any resulting return costs, duties or administrative fees may be deducted from the refund where legally permitted.

Order Tracking

Once your order has been dispatched, you will receive a confirmation email containing your tracking information.

Please allow up to 24 hours for tracking details to become active. During international transit, tracking may pause temporarily while the parcel is processed by customs or transferred to a local delivery partner.

Delivery and Signature

For the protection of your purchase, a signature may be required upon delivery. Please provide an address where someone will be available to receive the parcel.

Once a package has been delivered and signed for at the address provided, Heidi Krauss cannot accept responsibility for its loss or theft.

Incorrect or Incomplete Addresses

Customers are responsible for providing accurate and complete delivery information.

Please contact us immediately if you notice an error in your address. We will try to amend it before dispatch, but changes cannot be guaranteed once an order has entered fulfilment or has been collected by the carrier.

Additional costs resulting from an incorrect address, unsuccessful delivery or unclaimed shipment may be charged to the customer.

Delayed, Lost or Damaged Parcels

If your parcel appears to be delayed, please first consult the tracking information provided by the carrier. If you require assistance, contact us at heidi@heidikrauss.haus with your order number.

If an order arrives damaged, please notify us within 48 hours of delivery and include:

• Your order number
• Photographs of the outer packaging
• Photographs of the shipping label
• Clear photographs of the damaged item

Please retain all packaging while we investigate the issue with the delivery partner.

A parcel will only be considered lost once the carrier has completed its investigation and formally confirmed the loss.

Split Shipments

Orders containing several items may occasionally be delivered in more than one parcel. If this happens, you will receive separate tracking information for each shipment. You will not be charged additional shipping fees unless agreed with you in advance.

Pre-Orders and Made-to-Order Pieces

Pre-order, personalised and made-to-order pieces are dispatched according to the estimated timeframe shown on the product page or confirmed at the time of purchase.

If your order includes both available and pre-order pieces, the complete order may be held until every item is ready. Please contact us if you would prefer the available pieces to be shipped separately; additional shipping charges may apply.

Delivery Restrictions

Certain products or materials may be subject to international shipping or import restrictions. If we are unable to fulfil an order because of restrictions applying to the destination country, we will contact you and issue a refund for the affected item.

Contact Us

For questions concerning an order or international delivery, please contact:

Heidi Krauss Customer Care
Email: heidi@heidikrauss.haus

We aim to respond to all enquiries within 1–2 business days. Please include your full name and order number so that we can assist you efficiently.

This policy does not affect any statutory consumer rights that may apply in your country.

We have a 30-day return policy, which means you have 30 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.

To start a return, you can contact us at info@heidikrauss.haus. Please note that returns will need to be sent to the following address: 3 shawan road, hunt valley, md 21030 

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@heidikrauss.haus.

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 perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges
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@heidikrauss.haus.

To ensure the longevity of your products, we recommend the following care instructions:

• Clean with a soft, damp cloth to remove dirt and dust.
• Avoid direct exposure to sunlight for extended periods to prevent color fading.
• Store in a cool, dry place when not in use to maintain the material's quality.

Our products are crafted using eco-friendly materials, and proper care will help preserve their longevity while minimizing their environmental impact.

At the heart of our brand is a commitment to sustainability and ethical practices. We believe in creating products that not only look good but also do good for the planet and its inhabitants. Our mission is to minimize our environmental impact by using eco-friendly materials and sustainable production methods.

We aim to offer conscious products that align with our customers' values of protecting the Earth. Stay tuned for more information on our bespoke eco packaging and delivery times, which will be introduced in the future.