ExCHANGE, RETURNS and REFUnDS
You have the right to return products purchased from us within 14 days of receiving them. This principle only applies to items that have not been ‘tailored’ to your needs. In other words: Fabrics and interfacing or ribbons are excluded from exchange.
Perhaps you have ordered something other than fabrics and ribbons that you would like to return. This is possible. However, all items returned in this way will be checked by us. Products purchased from Hello Heidi Fabrics must not show any traces of use. A return will be refused if one of the following reasons (or even both) apply:
1) the original packaging is damaged
2) the item was obviously used
Should a product ordered in our shop (no matter if fabrics or other goods) show quality defects, or have been delivered wrongly, we will either replace it or will refund the money. Important: You are obliged by law to inspect the goods immediately upon receipt. Otherwise your claim may expire.
All items returned in this way will be checked by us for the quality defects you have indicated. Typical reasons for complaints would be, for example, holes in the fabric, stains or misprints.
Refunds will not be accepted in the following situations:
– traces of improper use (e.g. pre-washing at too high temperatures)
– traces based on every day use
We recommend that you follow our care instructions listed on the product pages for all fabrics purchased from us.
Although we pack all goods very carefully, we can never rule out the possibility of a shipment arriving in a crushed package or a torn shipping bag. The journey from us to you can be a long one – and sometimes the shipments are subject to great forces. This is especially true for shipments that leave Switzerland.
We ask you to take delivery of the goods anyway and to contact us afterwards. As a rule, the fabrics and accessories have not been damaged and all items are still in the package. If this is not the case, we will of course send a replacement directly and unbureaucratically.
If you refuse to accept the goods, the process will be extended by several weeks, as the goods will be re-imported into Switzerland. Replacement deliveries are only possible once we have received the original goods again.
The costs of the return shipment are usually at your expense. In the event of quality defects or incorrect deliveries, we will bear all shipping fees including any additional costs.
Please don’t forget to add a short notice for us so that we can figure out why you returned the goods.
Returns must be sent back to the following address:
Hello Heidi Fabrics GmbH
For a normal return we will refund only the retail price of the product, but no customs duties and shipping fees. The refund of the sales price will always be made in the same way as the original payment. A cash payment is not possible.
In this context, please also note our Revocation Policy .
Issue: November 2021