Brand related queries
HEITZ is about creating lighting that does more than brighten a room. We thoughtfully select pieces that bring softness, balance, and quiet beauty into everyday spaces — helping your home feel more warm, natural, and complete.
1. What is the brand all about?
We believe lighting should do more than simply brighten a room. Our focus is on thoughtfully selected pieces that bring softness, balance, and quiet beauty into everyday spaces.
2. Where are you based?
We are based in the United States and currently serve customers across the USA and UK. As we continue to grow, we’re looking forward to expanding into more regions soon.
3. What makes your lighting different?
Our collections are selected with a clear design direction — clean forms, soft glow, natural warmth, and pieces that feel easy to live with. The goal is to offer lighting that enhances a room without overpowering it.
4. What design style inspires your products?
Our style is inspired by Scandinavian simplicity and Japandi balance — minimal forms, warm materials, calm spaces, and intentional design choices that feel timeless rather than trend-focused.
5. Are your products suitable for different rooms?
Yes. Our lighting is selected for everyday spaces such as living rooms, dining areas, bedrooms, kitchens, bathrooms, and quiet corners of the home. Each piece is chosen to support both function and atmosphere.
Shipping & delivery
We keep delivery simple, reliable, and easy to follow. Every order includes tracking, so you can stay updated from the moment your lighting piece leaves our hands until it arrives at your home.
1. How long does it take to process my order?
Orders are usually processed within 1–3 business days. Once your order is prepared and shipped, you’ll receive a confirmation email with your tracking details.
2. When will I receive my tracking number?
You’ll receive your tracking number by email as soon as your order has been shipped. This allows you to follow your delivery every step of the way.
3. How long does shipping take?
We currently offer free shipping to the United States and the United Kingdom.
USA: 8–15 business days
UK: 5–10 business days
Delivery times may vary slightly depending on your location and local courier conditions.
4. Do you ship internationally?
At the moment, we mainly serve customers in the USA and UK. We’re looking forward to expanding into more regions soon as we continue to grow.
Refund & return
We want every piece to feel right in your home. If something isn’t quite right, we keep the return process simple and supportive. All products also include a 1-year warranty covering manufacturing defects.
1. What’s your return policy?
We offer a 60-day return policy. If you’re not completely satisfied with your order, you can contact us within 60 days of receiving your item, and we’ll guide you through the return process.
To be eligible for a return, the item should be unused, in its original condition, and returned with its original packaging where possible.
2. How do I start a return?
To start a return, simply email us at support@heitz.shop with your order number and the reason for your return. Our support team will review your request and guide you through the next steps.
3. What items are non-returnable?
Items may not be eligible for return if they have been used, installed, damaged after delivery, or returned without proper packaging. Custom, final sale, or clearance items may also be non-returnable unless they arrive damaged or faulty.
If you’re unsure, contact us and we’ll be happy to help.
4. Do you offer exchanges?
We do not offer direct exchanges at this time.
If you would like a different item, you can return your original purchase for a refund or store credit, then place a new order for the piece that better suits your space.
For help with this process, please contact us at support@heitz.shop, and our team will guide you through the next steps.
5. Do your products include a warranty?
Yes. Every product includes a 2-year warranty covering manufacturing defects. If your item has a fault caused by the manufacturing process, please contact us with your order details and photos of the issue, and we’ll help with a suitable solution.
The warranty does not cover damage caused by incorrect installation, misuse, accidental damage, normal wear and tear, or changes made to the product after purchase.
If your question isn’t answered here, reach out — we’re happy to help and always ready to make it right.