At HEIDY CLADDY, we want you to be 100% satisfied with your purchase. If you need to make a return or exchange, we offer a quick, easy, and transparent process
Steps to make a return
Start your request:
Log in to your account on our website, go to “My Orders,” and select the product you wish to return.
You can also start the process directly by entering your order number and email address on our Returns Portal.
Choose the reason and method:
Select the reason for the return (incorrect size, defective product, change of mind, etc.).
Choose whether you prefer a refund to your original payment method, store credit, or an exchange for another item.
Prepare your package:
Place the product in its original packaging, with all its tags and accessories.
Print the prepaid shipping label that we will email you and affix it to the outside of the box.
Drop off your package:
Take your package to the nearest authorized drop-off point or schedule a free home pickup.
Terms and Conditions
Return window: You have 30 calendar days from the delivery date to request a return.
Product condition: Items must be unused, in the same condition as when you received them, and with their original tags intact.
Exceptions: For hygiene and regulatory reasons, we do not accept returns of:
Underwear or swimwear without the security seal.
Opened or used personal care products.
Personalized or custom-made items.
Perishable goods.
Refunds
Once we receive and inspect your package at our warehouse, we will send you a confirmation email.
If your return is approved, the refund will be processed within 3 to 5 business days.
The time it takes for the refund to appear in your account will depend on your bank or original payment method:
Credit/Debit cards: 5 to 10 business days.
PayPal/E-wallets: 24 to 48 hours.
Store credit: Immediate.
Frequently Asked Questions
Is there a cost for returns?
No, the first return for each order is completely free. We provide you with a free shipping label.
Can I exchange a product for a different size or color?
Yes! When registering your return on the portal, you can select the “Exchange” option and choose the new item you want (subject to stock availability).
What do I do if my product arrived damaged or defective?
Please contact us within 48 hours of delivery by sending a photo of the damage to our support email, and we will send you a replacement immediately at no cost.
Do you have any further questions or need personalized assistance?
Our customer service team is available 24/7 by calling 14099951308 or emailing us at brans@heidycladdy.es