Client Care and FAQ
This page answers the questions we receive most often. It is written to be read quickly and to be accurate. Where a matter is binding, the relevant policy prevails and is linked from the answer.
1. ORDERS
1.1. Placing an order
Orders are placed on heismilano.com. Select the item, add it to the shopping bag, and complete the checkout. Registration is not required: checkout is available as a guest or through a personal account.
1.2. Order confirmation
A confirmation email is sent immediately after checkout. It acknowledges receipt of the order and the amount charged. If the confirmation does not arrive, check your spam folder, then write to us via our Contact Us page.
1.3. Declined orders
HEIS may be unable to fulfil an order, in which case the amount charged is refunded in full to the original means of payment, at no cost. The circumstances are set out in the Terms and Conditions of Sale.
1.4. Changes and cancellation
Orders are processed within one to two business days. Where a change is required, write to us via our Contact Us page as soon as possible. HEIS acts on the request where the order has not yet been dispatched. After delivery, the right of withdrawal applies.
1.5. Purchase limits
Items are intended for personal use. Orders may not exceed five units of the same model. Purchase for resale is not permitted. Clients wishing to discuss a larger order may write to us via our Contact Us page. See the Terms and Conditions of Sale.
2. Prices and Payment
2.1. Prices and taxes
Prices are displayed in Euros and include VAT and applicable local taxes for destinations within the European Union. No further amount is due on delivery. The price applied to an order is the price displayed at the moment the order is placed. The total, including shipping, is confirmed in the checkout summary before payment.
2.2. Accepted payment methods
HEIS accepts Visa, Mastercard, American Express and Maestro, Apple Pay, Google Pay, Shop Pay and PayPal. Available methods may vary according to the country of delivery.
2.3. When you are charged
The amount is charged when the order is placed. Where HEIS is unable to fulfil the order, the amount is refunded in full to the original means of payment, at no cost. See the Terms and Conditions of Sale.
2.4. Declined transactions
Where a payment is declined, verify that the billing details entered match those held by the card issuer. Should the transaction be declined again, the issuing bank holds the reason. Client Services has no access to that information.
2.5. Payment security
Payments are processed through encrypted channels by Shopify Payments and its authorised processors. HEIS does not store card details.
3. Shipping and Delivery
3.1. Destinations
HEIS ships to Italy and to the Member States of the European Union.
3.2. Shipping rates
Rates are fixed and displayed in full in the checkout summary before the order is placed.
- Italy: Included
- European Union: €10,00
3.3. Processing and dispatch
Each item is inspected and packaged before dispatch. Orders are processed and dispatched within one to two business days. Orders placed on Saturdays, Sundays or Italian public holidays are processed on the following business day.
3.4. Delivery times
Estimates run from the date of dispatch and are indicative.
- Italy: 1 to 3 business days
- European Union: 2 to 5 business days
Delivery to islands and remote areas may require additional transit time.
3.5. Tracking
A tracking number is sent by email on dispatch. The information published by the carrier is updated by the carrier.
3.6. Signature on delivery
All shipments are tracked and require a signature on delivery.
3.7. Missed delivery
Where no one is present at the address indicated, the carrier follows its own procedure for a second delivery attempt or for collection at a designated point. The tracking page reports the status. Where the package is not delivered within the expected time, write to us via our Contact Us page. HEIS opens an enquiry with the carrier and reports the outcome.
3.8. Damage on delivery
Where the package shows visible damage, note this at the moment of signature and write to us via our Contact Us page within seven days, attaching photographs.
3.9. Transfer of risk
Risk of loss or damage transfers when the Client, or a third party designated by the Client other than the carrier, takes physical possession of the package. See the Terms and Conditions of Sale.
3.10. Policy
See full Shipping and Delivery Policy.
4. Returns and Refunds
4.1. Right of withdrawal
An item purchased on heismilano.com may be returned within fourteen days, without giving any reason. Withdrawal exercised within fourteen days is a statutory right.
4.2. Timeframe
Two steps, two deadlines. Submit the request within fourteen days of receiving the order. Ship the items within fourteen days of submitting the request.
- Submit the return request: 14 days from delivery
- Ship the items back: 7 days from the request
4.3. How to return
Access your account, or click the profile icon in the store menu. Enter the email address used at checkout and click Continue: a six-digit verification code will be sent to you, no password required. Enter the code to sign in.
On the relevant order, click Request return, select the items concerned, indicate the reason and confirm.
You will receive a confirmation email. If the request is approved, we will send you instructions on how to proceed. Pack the items, preferably in the original shipping box, and arrange the return shipment. The refund is issued after the goods have been received and inspected.
4.4. Return address
The return address is provided by HEIS on confirmation of the request. Items sent to any other address, including the registered office, cannot be processed and are returned to the sender at the sender's expense.
4.5. Condition of returned items
Items may be handled and examined to the extent that would be permitted in a shop. They are returned complete with their original box, dust bag, tags and accompanying documentation.
HEIS assesses the items upon receipt. Where an item is returned worn, altered or damaged, or without the elements listed above, the refund is reduced by an amount corresponding to the diminished value, up to its full value. HEIS states the reasons in writing.
4.6. Authenticity verification on return
Each returned item is verified through its NFC tag and its serial number. Where the tag is absent, removed or replaced, does not respond, does not return a valid signature, or where the serial number does not correspond to the record in the Digital Product Passport, HEIS is unable to establish that the item received is an authentic HEIS item.
In such cases HEIS documents the verification and informs the Client. No refund is due for that item. The item is returned to the Client, at the Client's expense.
Where the item bears signs of counterfeiting, it is not returned. HEIS retains it and refers the matter to the competent authorities, in accordance with applicable law on industrial property.
See the Return and Refund Policy.
4.7. Return costs and risk
The cost of returning the items is borne by the Client, who arranges the return shipment. Use of a trackable service is recommended. HEIS does not assume the risk of loss or damage occurring during return transit.
4.8. Refunds
HEIS refunds all payments received, including the standard delivery cost paid on the original order. The cost of the return shipment is not refunded, as set out above. The refund is issued to the original means of payment.
HEIS may withhold the refund until the items are received. On receipt, the items are verified and the refund is processed within fourteen days. The time required by the Client's payment service provider does not depend on HEIS.
4.9. Exchanges
Beyond the statutory right of withdrawal, HEIS may accept an exchange, subject to stock availability. The conditions of this section apply.
4.10. Exclusions
The right of withdrawal does not apply to items made to the Client's specifications or clearly personalised, in accordance with art. 59 of D.Lgs. 206/2005.
Items showing wear or damage are not excluded from withdrawal. They are assessed under Condition of the items, and the refund is reduced accordingly.
4.11. Faulty items
A faulty item is covered by the legal guarantee of conformity, which is separate from the right of withdrawal and is not subject to the fourteen day period. HEIS recommends reporting a fault within seven days of noticing it, so that the item may be examined promptly. This recommendation does not shorten the twenty-four month guarantee. Write to us via our Contact Us page.
4.12. Returns from authorised retailers
Items purchased from an authorised retailer are subject to the return conditions of that retailer. The Return Portal on heismilano.com processes only items purchased on heismilano.com.
4.13. Policy
See full Return and Refund Policy
5. Guarantee and Product Care
5.1. Legal guarantee of conformity
Purchases are covered by the legal guarantee of conformity for twenty-four months from delivery, in accordance with art. 128 and following of D.Lgs. 206/2005. The guarantee does not cover damage resulting from improper use, negligence, unauthorised repair or alteration, or normal wear. See the Terms and Conditions of Sale.
5.2. Leather Characteristics
HEIS uses full-grain aniline leather, selected for its uncorrected surface. Aniline dyeing colours the hide without covering it. No pigment layer, no corrected grain.
Variations in colour, visible grain, and the development of a natural patina over time are inherent characteristics of the material. They are not defects of conformity. Two items are never identical, and each one changes with use.
The material of each item is specified on its product page.
5.3. Care
Protect from water, direct heat, and prolonged light. Keep away from oils, perfumes, and chemicals. Clean with a soft, dry cloth. Store in the provided cotton dust bag.
The structure is calibrated for an essential load. Do not overfill. Excess volume will permanently alter its architectural form.
5.4. Making a claim
Fill out the form on the Contact Us page, including your order number. HEIS will review your claim and inform you of the outcome.
6. Authenticity and Digital Product Passport
6.1. Digital Product Passport
A digital record permanently linked to a physical object, documenting its identity, material, origin and care. Each HEIS object is connected to its own passport, accessible through the integrated NFC tag, and it remains accessible over time.
6.2. Accessing the passport
Unlock your smartphone and hold its back against the HEIS Milano logo inside the object. No application is required.
Tap the NFC notification to open the Digital Product Passport. The first screen confirms the tag validation, displaying the HEIS Milano logo, the wording Digital Product Passport, Authentic, and the tag identifier. Each reading generates a unique cryptographic signature.
6.3. Tag location
The tag is placed beneath the HEIS Milano logo inside the object, in the same position on all HEIS leather goods. Visual instructions are shown on the Digital Product Passport page. The card accompanying your purchase confirms it.
6.4. Verifying authenticity
The passport includes an Authenticity section, confirming the object as a genuine HEIS creation and displaying the model name and the unique serial number.
6.5. Data and Privacy
The tag holds no personal information. It does not identify the owner and records no location. It generates a unique cryptographic signature on each reading, which allows HEIS to verify the authenticity of the object. The tag forms an integral part of the object.
6.6. Reading difficulties
The antenna position varies by manufacturer: on iPhone it is at the top edge of the back, on most Android devices in the central area.
Hold the device flat against the HEIS Milano logo and move it slowly downward. Contact is registered within a few seconds.
Thick cases and metal accessories may prevent it. Ensure the screen is unlocked. On some Android devices, NFC can be enabled in the system settings. Visual instructions are available on the Digital Product Passport page.
6.7. Where to buy
HEIS items are sold exclusively through heismilano.com and a carefully selected network of authorised retail partners. HEIS does not sell through third-party marketplaces, discount platforms, or unauthorised resellers. To verify whether a point of sale is authorised, please write to us via our Contact Us page
7. Origin and Materials
7.1. Where HEIS items are made
HEIS items are made in Italy. Production is concentrated in Tuscany, with a supply chain that also involves specialised districts in Veneto and Lombardy. Each partner is selected for a defined competence.
7.2. Material selection
Materials are selected to serve a function and to last. HEIS works with leathers and components of high grade, chosen for the truth of their surface and for the way they age. A material that does not endure has no place in an item conceived for the long term.
Each release is defined by its own selection. The material of each item is specified on its product page.
7.3. Product Details
Dimensions, functional specifications and design details are documented on each product page.
7.4.Packaging
Each item is delivered in a rigid box and a cotton dust bag, which protects it when not in use. Papers and the box are certified FSC Mix by the supplier.
8. Account and Privacy
8.1. Creating an account
An account allows you to consult your orders, track shipments and store delivery addresses. It is created during checkout or from the Account page. Purchase as a guest remains available.
8.2. Password
Where you have forgotten your password, use the reset link on the Account page. A message is sent to the email address registered. HEIS has no access to passwords.
8.3. Order history
Orders placed with an account are listed in the Account area, with the status of each shipment. Orders placed as a guest are traced through the confirmation email.
8.4. How HEIS handles personal information
HEIS processes personal information to fulfil orders, to provide client care and to meet legal obligations. Information is not sold. The Privacy Policy states the categories collected, the legal bases, the recipients and the retention periods.
8.5. Your rights
You may request access to your personal information, its correction or erasure, the restriction of its processing, and its portability. You may object to processing based on legitimate interest. See the Privacy Policy.
8.6. Deleting your data
Write to privacy@heismilano.com to request the erasure of your personal information. Information relating to concluded purchases is retained for the period required by tax and accounting law, as stated in the Privacy Policy.
8.7. Newsletter
Subscription is by consent and may be withdrawn at any time through the link in each message. Withdrawal does not affect purchases.
8.8. Cookies
Cookies are set only with your consent, except those necessary for the site to function. Preferences may be changed at any time from the Data Preferences page. See the Cookie Policy.
9. Corporate
9.1. Wholesale and partnerships
HEIS considers wholesale relationships with retailers whose selection is consistent with the maison. Enquiries, accompanied by a presentation of the business, are received at partners@heismilano.com.
9.2. Press
Press enquiries, requests for materials and interview requests are received at press@heismilano.com. The press kit is provided on request.
9.3. Careers
Applications are received at careers@heismilano.com, with a curriculum vitae and a brief note. HEIS reads every application and replies where a position is open. Information relating to applications is processed as stated in the Privacy Policy.
9.4. Bespoke orders
HEIS does not operate a bespoke programme. Where a request concerns an item outside the collection, it is considered individually. Write to clientservices@heismilano.com.
10. Contact
10.1. Client Services
Orders, shipments, returns, guarantee, product care, authenticity: clientservices@heismilano.com.
Written enquiries are answered Monday to Friday.
10.2. Privacy
Requests concerning personal information and data protection rights: privacy@heismilano.com.
10.3. Press
Press enquiries, materials, interviews: press@heismilano.com.
10.4. Partnerships
Wholesale and commercial enquiries: partners@heismilano.com.
10.5. Careers
Applications: careers@heismilano.com.
10.6. Company information
HEIS is a Milanese menswear maison operating at the intersection of Italian tradition and contemporary rigor. Items are made in Italy and shipped from Italy. Client Services replies to written enquiries at clientservices@heismilano.com.
HEIS MILANO, Piazza della Repubblica 19, 20124 Milano (MI), Italy.
Full company details are set out in the Legal Notice.