Contact Us

Everything about Heidi runs through one inbox: grace@heidireps.com. Use the form below, or write to that address directly — both land in the same place.

We reply within 24 hours on business days. If you are writing about an existing order, include the order number from your confirmation email (it starts with HDR) and we can answer without a round trip.

What we can help with

• Before you order — sizes in centimetres, leather and hardware on a specific listing, whether a line is available in another colour, or which of two similar bags is the better fit for what you carry.
• After you order — order status, tracking that has not moved, delivery address changes while the parcel is still with us.
• Returns and refunds — starting a return inside the 30-day window, and where a refund has got to. Please contact us before sending anything back; parcels returned without a request first cannot be accepted.

Things worth knowing before you write

Tracking numbers are emailed at dispatch and usually go live 24–48 hours later, so a quiet tracking link on day one is normal rather than a problem. Duties and import taxes are already included in the checkout price on every order, so nothing should ever be requested from you on delivery — if a courier asks, tell us and we will deal with it.