T's & C's

TERMS OF SERVICE

The terms and conditions for the use of the Heat Holders website are detailed below. We may vary these terms from time to time and therefore you should check them before making a purchase.

TERMS OF USE

The following terms and conditions will apply to all purchases made via the website; we are not able to take any orders over the telephone. All contracts shall be governed by and construed in accordance with English Law and any disputes or proceedings shall be subject to jurisdiction at the English courts.

We have taken every step to ensure that the information displayed on the website is correct. The images displayed on the website are not necessarily a representation of the actual size. 

We are unable to guarantee that the colour of an image of a product is an accurate representation as different computers and monitors may alter the colour of a particular image.

All prices shown were calculated using pound sterling (£) and include the current UK VAT rate of 20%, unless clearly stated.

We reserve the right to alter our prices and specifications without notice. 

TERMS OF PURCHASE

The full price of your order must be paid before we send any part of the order.

You will receive an order confirmation email once payment has cleared and further updates when your order has been despatched. 

All orders are subject to stock availability.

ENQUIRIES

For enquiries about your order or delivery, please contact us at customerservices@heatholders.co.uk quoting your order number.

LEGAL ADDRESS

Drew Brady & Co. Ltd T/A David James
Kearsley Mill
Stoneclough
Radcliffe
Manchester
M26 1RH
Registration Number: 429464

PAYMENT

We are pleased to accept payments online through our secure server.

All credit / debit card transactions are subject to validation checks and authorised by the card issuer. We accept Mastercard, Visa, Delta, Switch, Maestro and Solo. If the issuer of the card refuses to authorise payment to us, we will not be liable for any delay or non-delivery of your order.

All orders will need to be processed with a valid card payment in the name of the registered cardholder. 

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

All credit card details are entered on a secure page on Sage Pay website and we accept 3D Secure transactions. All this information is transferred using SSL (Secure Sockets Layer)

PLEASE NOTE - Payment will show on your statement as DAVID JAMES

ORDER AND DELIVERY INFORMATION/PROCESS

You will receive an order confirmation email once payment has cleared and further updates once your order has been despatched. All orders are subject to stock availability.

We aim to process and despatch items within 2 working days of receiving your completed order. 

DELIVERY

Heat Holders orders are posted from UK with the following delivery options:

UK Deliveries:

Royal Mail Tracked48	Free Delivery	Delivery 3-5 working days
Royal Mail Tracked24	£2	Delivery 1-3 working days

 

Orders delivered to mainland England and Wales will also be able to choose from the following express options:

DHL Next Day	£5	Orders placed before 2pm will be delivered next working day
Parcel Force 24	£5	Orders placed before 2pm will be delivered next working day

 

Working days are classed as Monday – Friday.

PLEASE NOTE - We do not have any postal collections over the weekend therefore orders placed after 2pm on a Friday will not be collected until Monday.

SMS and email tracking will come through showing your parcel is being delivered from Drew Brady Co Ltd T/A David James.

For deliveries outside the UK, please be aware of the import charges/taxes for your Country as you will be liable to pay any such charges.

Postage to EU countries will be charged £5.99.

All parcels being sent to EU countries will be processed using our IOSS number (Import One-Stop Shop). Therefore, the declaration of any collected tax will be made clear to Customs. This will enable a safe and quicker passage for your parcel.

PLEASE NOTE - The IOSS number is only valid for parcels UNDER EUR125.00 – If the price is over EUR125.00 you will be subject to border charges.

Postage to the Rest of the World will be charged £9.99.

We will not be held liable for late delivery of goods caused by circumstances beyond our control.

CANCELLATION POLICY

Once your order has been received it may not be possible to cancel or change it, however we are happy to exchange or refund any items you may wish to return. 

RETURNS POLICY

We offer FREE returns from all UK addresses.

If you would like to return items, please follow the steps below.

1. Create your return under the Order History section of your account, select the order number containing the item(s) you would like to return. If you do not have an account with us then please fill out our Returns Form instead.
2. Complete the returns form at the bottom of your order page and click ‘Continue’
3. You will then be directed to the Royal Mail website where you can to obtain your free trackable return label

Please remove all packaging carefully when trying it on and enclose all removed labels with your return. Returns should be made within 30 days of receiving your order.

If you choose not to use our prepaid label, we cannot reimburse you for the return postage.

Refunds are processed on receipt of returned goods and an email confirmation will be sent.

Please note, it may take 3-5 working days for the refund to appear in your bank account.

PLEASE NOTE – We do not offer free returns for parcels sent from addresses outside the UK.

If you are outside the UK and wish to make a return, please complete the Returns Form  and send it with your parcel to:

David James
Bruce Way
Off Cambridge Road
Whetstone
Leicestershire
LE8 6HP
England

SECURITY

We use Sage Pay to collect and process transaction information and provide link to our security policy (www.sagepay.co.uk/policies/security-policy)

DATA PROTECTION

Heat Holders collects customer data from this website for our own marketing use only. We will not release any personal details to any third parties. Please see Privacy Policy for the full details.

REWARDS PROGRAM

How do I sign up for the rewards program?

Signing up is easy! Simply create an account and enter your name, email, and password. It’s free to join and you will automatically be signed up to receive emails with insider access to sales, special offers, and hear about new products first. If you currently have an account with us - you’ve already been enrolled in our rewards program so you can kick back, sign in, and start earning Cosy Coins!

I already have an account. Do I need to create a new one to earn rewards?

All customers with an active account were automatically enrolled in our rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

Where can I find more information?

You can access all your information and details on how to earn Cosy Coins by visiting our rewards page. 

Will I receive Cosy Coins for purchases I made prior to creating my rewards account?

You will only receive Cosy Coins for purchases made after creating your rewards account. Make sure to create an account before placing an order so you can receive points!

How do I redeem my points?

Exchanging your points for great rewards couldn't be easier! Simply visit our rewards page to view all of our great reward options and click the 'Redeem' button to redeem your chosen reward.

How do Cosy Coins convert to pounds?

10 Cosy Coins = £1 off

What are the easy ways to earn Cosy Coins?

Each member gets Cosy Coins just for joining our rewards program. Aside from earning points through purchases, you can add your birthday to your account to earn points, leave us a review, or like us on social media, as well as referring a friend. Access all the ways to earn on our rewards page.

Is there a limit to how many Cosy Coins I can earn?

No!  That’s the best part about being a rewards member!  You will always have an opportunity to earn more Cosy Coins by shopping with us.

Can I return my order if I redeemed rewards points for a discount?

Yes. If you are returning the entire order, we will refund you the total pound amount spent after the discount was applied. The Cosy Coins you used to redeem the discount will also be added back to your rewards account.

I earned my Cosy Coins reward discount with my last purchase, but now I want to return it. What will happen to my reward?

If you use your rewards towards a purchase and later decide to return that item, your rewards will be credited back to your rewards account. For example, if you use a £10 reward discount towards a £100 purchase that you decide to return, the £90 balance will be refunded and the £10 reward discount will be deposited back into your rewards account, so you can use it another time.

Do Cosy Coins ever expire?

If you do not make a purchase or earn Cosy Coins for a period of 12 months, you will be considered a dormant user, and your points and rewards will return to zero.

How can I get a Birthday reward?

Add your birthday under ways to earn Cosy Coins on our rewards page. On your birthday, we will send you a special discount code via email valid for 30 days from the date of your b-day!

Your birthday code is non-transferable and may not be sold or assigned to anyone else. If we feel someone is trying to manipulate the program, we reserve the right to terminate your account at our discretion.

I signed up for the Birthday reward but I didn’t receive it.

Happy Birthday!  We’re so glad that you have chosen to celebrate with us through our rewards program.  In order for you to receive your birthday reward on your birthday, you must register your birthday at least 30 days prior to your birthday.  

If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration.  This delay is only applicable for the first year that you signed up.  

All successive birthday bonuses will be emailed to you on your birthday.  If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.  

How do I redeem my rewards at checkout?

To redeem your points in checkout, use the slider directly above your cart total to choose the amount you would like to apply, then click the "APPLY" button.