Frequently Asked Questions

Standard delivery is free and takes 7 to 15 days. Express is $30 and takes 4 to 10 days, with end-to-end real-time tracking for the whole journey. Both are quoted from dispatch, not from the moment you click pay.

No. Every order ships Delivery Duty Paid, so import taxes, customs duties and local charges are already inside the price you paid at checkout. There is nothing to settle at the door. If a courier ever asks you for a payment on one of our shipments, contact us and we will handle it.

If your order has not arrived within 30 days of dispatch, we reship it at no cost or refund you in full, whichever you prefer. Before that point, check the tracking link first: customs delays are common and usually clear within a few days.

A tracking number is emailed to you when your order is dispatched. It normally goes live 24 to 48 hours later, so a link that shows nothing on the first day is normal. You can also check status from your account at any time.

Yes. You have 30 days from receiving the item to request a return. The piece needs to come back in the condition it arrived in, unworn and unused, with tags and original packaging, and you will need proof of purchase. Email grace@heidireps.com to start it, and wait for the return to be accepted before sending anything back, since parcels returned unannounced cannot be processed.

Once your return arrives and has been inspected, we tell you whether the refund is approved. Approved refunds go back to the original payment method within 10 business days. Your bank or card issuer then takes its own time to post it, so allow a little longer before worrying. If more than 15 business days have passed since approval, write to us.

Not as a single step. The quickest route is to return the piece you have and place a separate order for the one you want, so the new bag is not held up waiting for the old one to travel back.

PayPal, which also accepts Visa, Mastercard, American Express, Discover, Diners Club and JCB without a PayPal account, or the card option, which additionally supports Apple Pay and Google Pay. Prices display in 21 currencies, so you can check the total in your own before committing.

Sizes are given in centimetres, measured across the widest point of the bag, which is the same convention Chanel itself uses for these lines. A 26cm Chanel 19 and a 25cm Classic Flap are therefore directly comparable. Where a listing knows the leather, hardware and closure, it states them too.

If you want the most classic silhouette and the widest choice, start with the Classic Flap, which has 172 options here in every size and hardware combination. If you want something softer and more casual to carry, the Chanel 19 has 48. Both come in small enough sizes for evening and large enough sizes for daily use.

Write to grace@heidireps.com or use the contact form. We reply within 24 hours on business days. Include your HDR order number if the question is about an order already placed.