Order Information
Do I need an account to make an order?
No you don’t, you can check out as a guest. However, It’ll be easier for you to order in the future if you create an account.
Can I change my order?
Once an order is submitted, we are unable to change the ordered products or quantity selected. In this situation, we suggest you contact us at hello@legsheaven.com and cancel the incorrect order. Thereafter, we recommend you to place a new order on our website with the correct item(s).
Can I cancel my order?
If you’d like to cancel your order, please contact us right away and we’ll do our best to cancel your order. If we’re unable to process the requested cancellation immediately, usually because your order has already been processed and shipped, you can return your package once it arrives. Read our return policy in section 4 below. Only once the package has been returned to our warehouse, we’ll be able to process the cancellation/return.
Was my order properly submitted?
If your order is successful, you should receive an order confirmation within 10 minutes via the email address you provided at checkout. If not, please contact us and we can assist you in this matter.
I did not get an order confirmation, what do I do?
If you have not received an order confirmation to your email, we recommend you to contact us at hello@legsheaven.com so we can investigate this for you. It is possible that your order was unsuccessful or that your email address was submitted incorrectly. Due to high volumes, you may not receive your order confirmation instantly. The order confirmation and/or your tracking information will be sent out to you via email within 48 hours. We kindly ask you to wait 48 hours to receive either your order confirmation or your tracking information before contacting us. If your bank account has been debited, you can safely know that your order has been successful.
What is the Legs Heaven Members Club?
Our members earn points on each purchase that they can redeem as value checks. They also get special offers and access that are unique to our Members Club. You can sign up here.
Payment Information
What payment methods do you offer?
Legs Heaven currently accepts American Express, Maestro, MasterCard, Visa, PayPal as credit/debit card and invoicing options. All available payment options for each country are displayed at the checkout, once you have entered the country of delivery.
Is my payment information safe?
Your transaction and payment details are directly handled by our payment service providers: WooCommerce Payments, PayPal and Stripe, with secure encryption and under strict banking standards. Your credit card details are sent directly to the bank and cannot be read or accessed by any parties other than your bank. Legs Heaven does not receive or store any payment information.
How do I use my gift card?
Simply enter the code at checkout. The amount on gift cards is only presented in euros.
Which currency is displayed on the website, and in what currency will my purchase be made?
You can display our prices in several different currencies, and you can choose your preference at the bottom of the website. All orders are processed in euros unless you live in the following countries, then your purchase will be made in your local currency: Australia, Denmark, Canada, Czech Rep., Japan, Norway, Poland, Sweden, Switzerland, UK, USA,. The price displayed after entering your details at checkout is the price and currency we will charge. Please note that extra duties and taxes may apply. We are not responsible for any discrepancies in currency values or conversion rates that your bank or credit card company may use when purchasing from our website. Should you have questions concerning this, please contact your bank or credit card company respectively.
Shipping & Delivery
Is shipping free?
We offer free worldwide standard shipping on orders above 50€.
For orders under these amounts, the shipping cost depends on your destination and shipping preferences. The cost is displayed at checkout. Because of exchange rate fluctuation there may be a slight difference in the display of the free shipping limit.
When will I receive my order? Can I track it?
EU:
Standard shipping: 3-4 business days
Express shipping: 1-3 business days
Swiss, Jersey, UK, Norway, Iceland:
Standard shipping: 3-7 business days
Express shipping: 1-3 business days
International:
Standard shipping: 4-8 business days
Express shipping: 2-3 business days
We work hard in making sure that you will receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order the following business day at the latest. Once it is on its way to you, you will receive an email notification containing your tracking information along with an estimated delivery date if this is included in your selected shipping method. Packages are neither shipped nor delivered on weekends and local public holidays.
Please note that due to the current global COVID-19 situation, our business is operating as usual, however there may be delays with our delivery carriers. To ensure getting your delivery on time, we recommend checking out with DHL Express.
For irregularities in the above, factors may include but are not limited to extreme weather conditions, technical failures, customs delays, etc. In addition to this, please take note that during promotional campaigns, delivery times may be longer than usual due to higher volumes of orders received.
What couriers are you using?
Within the EU:
National Post service, GLS, DPD, DHL, UPS
Outside the EU:
Global Mail and/or DHL Express
Available shipping methods and costs are always visible on the checkout page after entering the delivery address, before confirming and paying for the order.
Do you ship to my country?
Although we strive to provide worldwide shipping, at this time our courier services are unable to deliver to: Cuba, Iran, Irak, India, North Korea, Sudan, Syria, Ukraine, Russia, Ascension, British Indian Ocean Territory, French Southern Territories, Pitcairn, Tristan Da Cunha, US Minor Outlying Islands, Western Sahara.
There may be additional regions, countries, or cities that our courier service is unable to deliver to.
Where are you shipping from?
All orders are shipped from our warehouse in Warsaw, Poland.
Do I need to pay duties and taxes?
Within the EU, all orders are delivered DDP (Delivered Duty Paid), which means that all taxes and duties are included in the price shown at checkout.
For orders to the US, all orders up to $800 are free of extra duties and charges. Above that, extra costs may occur upon the arrival of your package.
For orders to the UK, orders up to £135 are free of extra duties and charges. Above that, extra costs may occur upon the arrival of your package.
For international orders, they are delivered DDU (Delivered Duty Unpaid), which means that you may have to pay additional fees upon delivery of the package.
Kindly note that Legs Heaven is unable to advise if you will pay taxes locally or any potential amount that you will be changed. For more information regarding additional fees levied by your local government, we suggest you contact your local customs office.
I haven’t received my order yet, what do I do?
If you have ordered Standard Shipping, please hang in there for a couple of extra days. Please read more about our estimated lead times above. If your order takes even longer, please reach out to our customer service hello@legsheaven.com and we’ll check the status of your order and reconnect to you as quickly as possible.If you have gotten your tracking number (tracking is included if other not specified at checkout), we urge you to contact the chosen courier in the first instance. They will have more accurate information regarding the status of your delivery. If you have not received your tracking number, please contact us and we will look into this for you immediately. Please note that this assumes you have picked a shipping method that includes tracking number, most of our shipping options do if other not stated at checkout.
I have received the wrong order, what do I do?
If you receive your package and it is not the correct product(s) as you ordered, please email our customer service at info@swedishstockings.com. We will send you the correct item with a prepaid return label, so you can return the incorrect products to our warehouse. We will pay for all expenses.
If the product package is opened it cannot be exchanged. We will do everything we can to correct our mistakes as promptly as possible as long as the product packaging is unopened.
My order is a gift, can you remove the invoice from the package?
There is no invoice included in the package when it is delivered. Should you wish to have an invoice for your order, simply contact us and we will be happy to assist you. Please note that for orders to countries outside the European Union, Legs Heaven is required by law to include commercial invoices in the shipment to state the shipment’s value. The order cannot be delivered without this invoice.
Returns & Exchanges
What is your return policy?
We offer a 30 days return policy. Extended to 60 days when you make your purchase between November 24th and December 24th. If your products are unused, unopened and in the original product packaging with all labels and protective seals/stickers intact you have the right to return the products within 30 days of receiving them. You need to return the products to our warehouse for a refund to be made. Products cannot be returned in a local retail store. If you live outside the EU please note that you will have to pay for duties.
If you have personal account, you can submit your return directly from your order history page. In case of guest shopping contact us first on hello@legsheaven.com. You will need to create the shipment yourself, and send the package to:
Legs Heaven
ATT: Returns
Konstruktorska 9/19
02-673 Warsaw
Poland
When shopping online, please be conscious of your consumption. Processing returns has an environmental impact and we consider free returns to be an unsustainable cost. Hence a fee will be added when returning products bought on our website. This fee is a small step for us to limit direct climate effect. If you’re unsure about the size or color you’re always welcome to reach out to us at hello@legsheaven.com.
Have you received my order and when will I get my refund?
Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. We appreciate your understanding and patience, we work as quickly as possible. This process might take up to 14 days. Please also allow up to 2-3 weeks after we approve your return for the refund to appear on your statement.
Kindly observe that Legs Heaven is not responsible for any items lost during the return shipping process.
What is your exchange policy?
We have a 30 days exchange policy. If your products are unused, unopened and in the original product packaging with all labels and protective seals/stickers intact you have the right to exchange the products within 30 days of receiving them. You need to return the products you wish to exchange to our warehouse in order to get store credit to make a new purchase. Products cannot be returned in a local retail store. If you live outside the EU please note that you will have to pay for duties/taxes.
If you have personal account, you can submit your return directly from your order history page. In case of guest shopping contact us first on hello@legsheaven.com. You will need to create the shipment yourself, and send the package to:
Legs Heaven
ATT: Returns
Konstruktorska 9/19
02-673 Warsaw
Poland
When shopping online, please be conscious of your consumption. Processing returns has an environmental impact and we consider free exchanges to be an unsustainable cost. Hence a fee will be added when returning products bought on our website. This fee is a small step for us to limit direct climate effect. If you’re unsure about the size or color you’re always welcome to reach out to us at hello@legsheaven.com.
What if I made the purchase at one of your retailers?
Should you want to return/exchange/claim products purchased at one of our retailers, please direct your return inquiry directly to the store that you initially made the purchase at. In this scenario, the return policy for each respective retailer will apply. This goes for online as well as offline retailers.
Claims
What is your claims policy?
We accept claims within 2 years from receiving your order. If you think a product has a manufacturing error you are welcome to send the product back to us. If you send us a claim, please note it’s not guaranteed that it will be accepted and we do not send claims back, whether or not they are accepted. If you want to increase the chances of getting your claim accepted, attach images to the digital return form so we can take a look at the product before you send it back to us. Please don’t send the product to us before getting a confirmation, we will reach out to you within 14 days. To receive a new product or a refund, products with manufacturing error need to be sent back to us, as it must be inspected and possibly returned to our manufacturer.
Submit your claim request If you have personal account, you can submit your return directly from your order history page. In case of guest shopping contact us first on hello@legsheaven.com. Our customer service will get back to you within 7 days.
On accepted claims, we pay for shipping.
Have you received my order and when will I get my refund?
Once your returning package has been received at our warehouse, it is processed and inspected before we proceed in approving or disapproving the respective return. We appreciate your understanding and patience, we work as quickly as possible. This process might take up to 14 days. Please also allow up to 2-3 weeks after we approve your return for the refund to appear on your statement.
Kindly observe that Legs Heaven is not responsible for any items lost during the return shipping process.
What if I made the purchase at one of your retailers?
Should you want to return/exchange/claim products purchased at one of our retailers, please direct your return inquiry directly to the store that you initially made the purchase at. In this scenario, the return policy for each respective retailer will apply. This goes for online as well as offline retailers. Our warranty is unique for orders made at our website.
Products Information
How do I take care of my hosiery?
Please be aware that tights are fragile garments. They require to be handled with care, especially for the lower den tights that are knitted very finely in order to be as sheer as possible. Be sure to stretch your tights before use and put them on by scrunching them up and rolling them on, from the toes and upwards, one leg at a time. Be extra careful of external factors that could cause damage, for instance finger and toe nails, jewellery, footwear, other clothing items, and/or brushing up against furniture etc. Please make sure to unpack your product carefully, both from the external carton box and the interior protective bag. If despite this, you find that your product arrived faulty, please reach out to our customer service right away.
What size should I use?
If you are unsure about the size you should have, please see the size chart available on each respective product page under the label Size Guide. If you are in-between two sizes, we recommend you choose the larger size.