Shipping & Returns

Each Heaps & Woods piece is crafted with care. Here’s everything you need to know about delivery, returns, and refunds.

Order Processing

Orders are prepared within 24–48 hours after payment is received. Custom, bespoke, or made-to-order items may require additional processing time and are not eligible for cancellation once production has started.

Delivery Times

• Local delivery (Spain): 5 working days
• EU countries: 7–10 working days
• Outside the EU: Approximately 10 working days

Delivery times may vary depending on the destination and product availability. Tracking information will be provided once your order ships.

Shipping Costs

Shipping costs are calculated at checkout and are the responsibility of the customer. Original shipping costs are non-refundable in case of a return.

International Shipping

• Customs duties, taxes, and import fees are the responsibility of the customer.
• We recommend using a tracked shipping service for all international shipments.
• Heaps & Woods cannot be held responsible for lost or damaged parcels without proof of delivery.

Returns

You may request a return for regular-priced items within 14 days of receiving your order.

Please note that custom, bespoke, or made-to-order pieces, as well as items purchased with a promotional discount, are final sale and not eligible for return.

To start a return, email us at info@heapsandwoods.com. Our team will provide a return authorization and instructions. Returns shipped without prior authorization may be refused.

Condition of Returns

All items must be returned unused, with labels and original packaging intact and in resalable condition. Furniture and accessories must be returned in their original boxes, well protected to avoid damage in transit.

Exchanges

We’re happy to arrange an exchange when stock is available. Return shipping costs are the customer’s responsibility, and we do not offer prepaid return labels.

Refunds

Once we receive your return, we’ll process your refund within 14 days.

• Refunds are issued to the original payment method, minus a 10% restocking fee. Example: if your order was €100, your refund will be €90.
• Prefer to skip the restocking fee? You can choose store credit for the full amount.
• Refunds are made in the same currency as your original payment.
• Shipping costs, duties, and taxes are non-refundable.
• For EU orders, VAT is included in the refund.

Return Address

All returns must be shipped in their original, undamaged box.

Damages and Issues

Please inspect your order upon delivery. If an item arrives damaged, defective, or incorrect, contact us immediately at info@heapsandwoods.com so we can make it right.

EU Consumer Rights

EU customers have the right to cancel an order within 14 days of receiving it for a full refund (excluding return shipping costs). This does not apply to custom or personalized pieces. For customers outside the EU, refund eligibility is determined by this policy and local consumer laws.

Final Notes

Our pieces are made to last — each one carries the mark of craftsmanship and individuality. We kindly ask that all returns respect this care.

For any questions regarding shipping, returns, or refunds, please email us at info@heapsandwoods.com. We’re always happy to help.