asked Questions

General Site faqs

For UK and US customers, duties and taxes are covered by HEAT.If you are outside of these regions, you are responsible for checking the cost of any Import Charges before you place your order and for paying all Import Charges. We advise that you refer to your government website to get the most up to date information on all such charges that will be payable by you.

Please contact our customer support team at info@heat.io. We aim to respond to customer requests within 48 hours.

If there is an issue with your order when you receive it, please contact us at info@heat.io or use our contact form in the support section on the website as soon as possible.We will do our best to resolve your issue as quickly as we can. If you'd like to return your order, please see our returns policy.

We will try our best to make sure that you receive items that are in line with the preferences selected in your Style Profile, but we cannot guarantee.


We aim to ship all orders within 2-4 working days unless clearly stated otherwise. Sometimes we are at the mercy of third parties (couriers) but we will do our best to keep you informed on any transit delays.

Should your order have not arrived when you were expecting, please check the following -- Check order confirmation- Check your dispatch confirmation email (Be sure to check Junk/Spam Folders) which will contain a tracking link with the most up to date information on the whereabouts of your parcel.- Check for text messages, emails and attempted delivery cards from one of our couriers. If your tracking has not been updated, your parcel may be awaiting collection from our warehouse.For any further support on your order, please contact our customer support team, with your order number to hand.

If your order has been placed, but not dispatched, we will try to make the change or cancellation wherever possible. However, please note, we cannot guarantee order amends and cancellations will be actioned prior to shipping.

Returns & Refunds FAQs

You can return your order within 14 days of your order being delivered. (This period is extended to 28 days during the December holiday season) Please visit our returns policy for more information.

To initiate a return please log into your account, go to order history and select the order you would like to return. You will then be redirected to our online returns portal to complete the returns form.Any HEAT BOX you wish to return, must be returned in its original packaging and must contain all original items. You cannot return individual items from a Heat box.You must include your order number and sender details inside to allow for easy identification and prompt processing by our returns team.If your box does not contain all items included, we will reject the return and place it on hold whilst we reach out to you for more information.GLOBAL RETURNS If you are returning from outside of the UK, please clearly mark your return ‘UK MERCHANDISE RETURN’ to avoid customs delays and unnecessary charges.

All reimbursements will be paid back via the original payment method to the same account used to make the payment.If your original payment method is no longer active, we will issue store credit that will need to be redeemed within 180 days.Please note, if you wish to return your order which was purchased via coinbase pay, we will only issue store credit.

Please contact our customer support team with your order number and the name of the item that has arrived damaged. We will also need to see clear images of the damage on the item and the label on the packaging. If your claim is accepted, then we will arrange an easy return and exchange for a like-for-like product.

Returns received outside the communicated time frame will not be accepted and no refund will be issued. In the instance of us receiving your return outside this timeframe, we will happily re ship your order back to you (at your cost) or issue store credit.

Due to the nature of our service, we are unable to exchange the contents of your box. However, if preferred, you can return for instant store credit, which is valid for 180 days.

Product And Stock faqs

All of our products are 100% authentic. HEAT has built relationships with over 100 global brands and verified retailers to ensure all products are always authentic.If you require additional information on the items received in your order, please contact our customer support team at info@heat.io for assistance. HEAT sells products across a range of different categories such as seasonal, archive, samples and exclusives!So don't be alarmed if you can't locate your product in a google search - Our team is here to give you more information.

All our boxes have a guaranteed RRP. For any queries on the value of your box, please contact our customer support team at info@heat.io for RRP confirmation.

Everything inbetween

Visa, Mastercard, American Express, Apple Pay, Google Pay, Coinbase, PayPal, Gift card, Store credit, Klarna (UK & EU Only), Clearpay (UK Only)

Click ‘Forgot Password’ on the account sign in page to receive a password reset email. If you’re having trouble with this, please email us at info@heat.io

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