Currently, returns for orders are not accepted.
As a valued Heimat customer, you deserve top-tier products and service. Should our policy not meet your satisfaction, please reach out to us for issue resolution. You can also provide your details through the Exchange Request form on the [order management] page as soon as we receive the information.
You are eligible for product exchanges under the following circumstances:
- Items you've purchased from Heimat, including perfumes and beauty products.
- Instances of product defects attributed to shipping or manufacturing: such as dents, breakage, scratches, loss of perfume content, variations in packaging compared to Heimat or brand's official images, or differences in fragrance compared to samples, etc.
Notably, defects caused by transportation should be documented during the goods' inspection with the postal carrier. Otherwise, capturing the unboxing process with complete packaging and shipping labels is necessary for evidentiary purposes.- Exchange requests must be submitted within 24 hours of delivery.
You can exchange defective products to:
- Similar products, or
- New product with the same price, or
- New products with higher prices when paying the difference,
- If the product you want to exchange has a lower value than the returned product, you will not be refunded the excess cash.
In case the product you want to exchange is out of stock, we will exchange the product for you when the new shipment is imported.Our staff will inform you of the detailed process of exchanging products.Shipment fees incurred from the exchange are paid for by Heimat, however Heimat unfortunately cannot refund the original order's shipping charges.