Questions? We’ve Got You Covered

Once your order ships, you’ll receive a confirmation email with your personal tracking link.

Please allow 1–3 business days after that email for the first tracking update to appear. This is completely normal.

What the statuses mean:

Label created — your order is being prepared

In transit — your package is on its way

Out for delivery — arriving soon

Delivered — delivered to your address, mailbox, or a safe delivery location

If your tracking hasn’t updated for more than 5 business days, contact us at support@heldda.com and we’ll look into it.

Orders are processed within 1–3 business days, Monday to Friday.

Orders placed on weekends or bank holidays are processed the next business day.

Once shipped, delivery to the UK usually takes 6–12 business days, depending on your location.

Yes. We ship to the UK, Europe, Australia, New Zealand, and selected international destinations.

International orders may show fewer tracking updates during customs or international transit. This is normal and does not mean your order is lost.

Contact us as soon as possible at support@heldda.com with your order number and what you need to change.

Before shipment, we may be able to update:

• Colour or style
  
• Shipping address
  
• Adding or removing an item
  

After shipment:

Once the order has been handed to the carrier, we can no longer make changes.

Please include all details in your first message so we can help faster.

You have a 12-hour window from the moment you place your order to request a cancellation.

Contact us immediately at support@heldda.com with your order number.

Cancellation is not guaranteed if your order has already entered processing. If your order has already shipped, you can request a return within 30 days of delivery, provided the item meets our return conditions.

Change-of-mind returns are accepted within 30 days of delivery.

Return conditions:

• Item must be unused and undamaged
  
• Item must be free from marks, stains, or signs of wear
  
• Item should be returned in its original packaging where possible
  
• Return shipping is the customer’s responsibility
  
• Original shipping fees are non-refundable
  

To start a return, email support@heldda.com with your order number and reason for return. We’ll guide you through the next steps.

Once we receive and inspect your return, your refund will be issued to your original payment method within 5–7 business days.

Exchanges are accepted within 30 days of delivery, subject to stock availability.

To request an exchange, email support@heldda.com with your order number, the item you received, and the item or colour you’d like instead.

For change-of-mind exchanges, return shipping is the customer’s responsibility.

Once we receive and inspect the returned item, we’ll help arrange your exchange.

If your order arrived damaged, defective, incorrect, or not as described, email support@heldda.com with your order number and a clear photo of the issue.

We’ll help arrange a replacement, refund, or another suitable solution as quickly as possible, in line with your UK consumer rights.

Buy 1 Bag and get a second one completely free.

The discount is applied automatically at checkout — no code needed.

You can mix and match freely:

Any colour + any other colour

How to order:

1. Go to the product page
   
2. Select Buy 1 Get 1 Free
   
3. Choose your colour for bag 1 and bag 2
   
4. Add to cart
   
5. The discount applies automatically at checkout

Here’s what to check first:

Case sensitive — enter the code exactly as shown

Expired — check the expiry date

One use per customer — some codes can only be used once

Minimum order — some codes require a minimum cart value

BOGO + discount code — some codes may not combine with the BOGO offer

To apply a code: add items to cart → go to checkout → enter your code in the discount field → click Apply.

If you already placed your order without using the code, email support@heldda.com with your order number and the code. If it’s still valid, we’ll do our best to help.

Email: support@heldda.com

We respond within 24 to 48 hours, Monday to Friday.