Returns & Refunds

Our policy

We want you to be happy with your order. If something is not right, contact us and we will help. This policy applies to physical goods purchased from HEAVY GOODS unless a product page states otherwise.

Returns window

You may return unworn items in their original condition with tags attached within 30 days of delivery. Final-sale, personalised, or hygiene-sensitive items may not be eligible unless faulty or not as described.

How to start a return

Email hello@heavygoods.com with your order number, the item(s) you wish to return, and the reason. We will reply with return instructions and, where applicable, a returns address. Please do not send items back without confirmation, as we may not be able to process unsolicited returns.

Refunds

Once we receive and inspect your return, approved refunds are issued to the original payment method within 5–10 business days. Original outbound shipping charges are non-refundable unless the return is due to our error or a faulty item. Return shipping is your responsibility unless we agree otherwise.

Free shipping threshold

Free standard shipping applies to qualifying orders over £80 as shown at checkout. Promotional thresholds may change; the amount displayed when you order applies to that order.

Damaged or wrong items

If your order arrives damaged or incorrect, contact us within 7 days with your order number and photos. We will arrange a replacement or full refund including shipping where appropriate.

Exchanges

Need a different size? Contact us before returning. Exchanges depend on stock availability. If your preferred variant is sold out, we can issue a refund or help you place a new order.

Contact

Returns questions? Email hello@heavygoods.com.

Last updated: July 2026