Product Advice
Contact the team about a product or help placing an order.
Email: advice@heals.co.uk
Phone: 0333 212 1915
Mon – Fri: 10am – 5pm
Buying & Care Guides
Helpful tips and useful considerations when buying and caring for our products.
Customer services
Contact the team about an outstanding order or a problem.
Email: cservices@heals.co.uk
Phone: 0333 212 1915
Mon – Fri: 10am – 5pm
Services
Interior design service
Complimentary to customers, our Interior Design Service offers expert guidance every step of the way. Call 020 7896 7444 or email IDS@heals.co.uk to enquire.
Trade services
Offering expert support, bespoke solutions and trade discounts for commercial, residential, and hospitality projects. Book a virtual or in-person appointment by calling us on 020 7636 1666 or emailing trade@heals.co.uk.
Stores
To locate our store or discuss a product placed in one of them.
FAQs
If your order includes items which require different delivery types (e.g. parcel, or furniture) these will be delivered separately with different couriers.
Items will be delivered when everything is ready from one delivery type. For example, when all of your parcel items are ready, they will be dispatched with DPD or when all of your furniture and specialist items are ready, you will be contacted to arrange the delivery date by our furniture couriers.
This should be clear on your order confirmation email, and you will have been provided with an estimated delivery date range for each different delivery type on your order however, please contact the Customer Service Team if you have any questions.
If you would like for everything on your order to be delivered together, please contact our Customer Service Team before anything has been dispatched and they will be able to assist. Alternatively, if you would like to split your delivery to get items at different times, please contact us, however, depending on the circumstances an additional delivery fee may apply.
A lot of our items are made to order so they aren’t
immediately available. Our lead times factor in the time made to craft it as
well as delivery to our warehouse. You will receive your estimated delivery
dates on your confirmation email.
If you placed your order from your online account you will
be able to log in to your account to see the estimated delivery dates. For all
orders, whether you have an online account with us or not, you can use our Chat
system to enter your order details and it will bring back your estimated
delivery timeframes.
If there is any change to the lead time on your order, then
we will do out best to always keep you up to date and send you a further email
to advise you of the new estimated timeframe. If for any reason the date has
passed and you have not yet been contacted, please speak to a member of our
Customer Service Team and they will be able to investigate further and provide
an update.
When your Furniture or Specialist delivery orders are ready,
you will be contacted by our delivery team to arrange a convenient date.
Unfortunately, not. You are only able to book a delivery
date with us once your order has been received at our warehouse. As soon as
your order is ready, our delivery team will get in touch to arrange a date that
suits you.
If you’ve bought the item online the item needs to be in a
re-sellable condition, in the original packaging and returned within 14 days of
order. An item you bought from store is refundable for 28 days from the date of
purchase. Unfortunately, made-to-order items bought in store are
non-refundable. For further information, please check the Returns page.
We can amend address details on your order up until the
point it has been picked for dispatch. Please contact our customer service team
and they will be happy to assist.
If you have placed your order online, we can amend the items
on your order up until the point it has been picked for dispatch. However,
please note that this may change the estimated delivery date of your order.
If you would like to amend a furniture order that was placed
in one of stores, this can only be done within 48 hours of placing the order
otherwise we will retain a 25% deposit. However, please feel free to discuss
this with a member of the Customer Service Team.
Further details about Store orders can be found here https://www.heals.com/terms-conditions-stores/
Further details about online orders can be found here https://www.heals.com/terms-conditions
With online purchases, you can cancel an order at
any point prior to it leaving our Warehouse. If we have not already dispatched
the order you will be refunded. If, however, we have already dispatched the
order, the refund will be processed upon its return to us.
If you purchased your order in one of our stores,
you can cancel your order without charge within 48 hours. After this point a
25% deposit will be retained.
If you would like to cancel your order, please
contact our Customer Service Team to let us know the reason for the
cancellation and we will be happy to assist.
Further details about Store orders can be found
here https://www.heals.com/terms-conditions-stores/
Further details about online orders can be found
here https://www.heals.com/terms-conditions
Yes. If you placed your order using your online account you should be able to log in and track it.
If for any reason your order was not delivered in
perfect condition, please contact our Customer service team:
cservices@heals.co.uk and they will be happy to investigate this further for
you. Please provide your order number, along with some images of the area of
concern. We recommend that you check your order as soon as it is delivered as
this helps to avoid any doubt for items damaged in transit. For furniture
deliveries we will ask you to sign a form confirming that the item was received
in good condition. If your item does prove to be faulty or damaged or you feel
it does not match the specifications laid out on our Website you have 30 days
in which to alert us. The team will discuss options with you which might
include:
- a return and refund
- an exchange
- arranging for a technician to attempt to fix the fault
Further details about Faulty/Damaged items can be
found here: https://www.heals.com/returns-exchanges
We make every effort to select and sell products of
the highest quality and to deliver them to you in perfect condition. However,
if you have any concerns regarding your purchase with us, please send an email
to our Customer service team: cservices@heals.co.uk and they will be happy to
investigate this further for you. Please provide your order number, along with
some images of the area of concern.
Further details about Faulty/Damaged items can be
found here: https://www.heals.com/returns-exchanges
A lot of our items are made to order so they
aren’t immediately available. Our lead times factor in the time made to craft
it as well as delivery to our warehouse. For more information on lead times,
head to the blog.
We’re sorry your order wasn’t quite right. To
return it, please email our customer services team to get a Returns
Authorisation Number (RAN) and arrange your return. Find out more here.
We recommend ringing your nearest store to
check if it’s on display.
As soon as your furniture/specialist order is
ready, our delivery team will contact you to arrange a convenient date. If you
are not yet ready to receive your order, we are able to hold them for up to 4
weeks free of charge. After this, there will be a weekly storage fee charge of
£25. Please speak to the Customer Service Team if you would like to discuss
this further.
Parcel orders are dispatched as soon as they are
ready, and unfortunately we are unable to hold these for you. However, when you
receive the DPD tracking details, you will have a number of options to change
the delivery to something more suitable for you.
- you can change the delivery date
- arrange to leave your parcel somewhere safe at the delivery address
- deliver it to your neighbour
- drop it off at your local shop.
We always try our best to deliver orders as
quickly as possible, however this isn’t guaranteed. We will always email you
with an update if anything changes with your order.
Yes, gift cards can now be used online.
Your refund will be processed within 48 hours
of your order arriving back into the Heal's Warehouse. In most cases, your bank
will take 3 - 5 working days to process your refund, but some can take up to 10
working days.
If for any reason you have not received your
refund within 10 working days, please contact our customer service team and
they will be happy to look into this further for you.
You’ve spent precious time carefully selecting and
investing in high-quality furniture – caring for them properly will make sure
they look good for years to come. Please use our detailed care guides to find
out exactly how to maintain your new furniture. Each guide includes essential
care and useful advice for fabrics like marble, wood and leather.
https://www.heals.com/care-guides
If you have not been able to find the answer to
your query in the care guide, please contact our Customer Service Team and they
will be happy to advise further.
See our complaints process below:
Customer service phone number: 0333 212 1915
Email address: cservices@heals.co.uk
