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Answers to the questions we are asked most often. If yours is not here, email contact@heated-essential.com — we reply within 24 hours, Monday to Friday.
Most of our heated garments run from a USB power bank, and the power bank is not included unless the product page says so. Garments need a 5V/2A USB power bank; our heated gloves come with their own 7.4V battery packs. Every product page states what is in the box and which power supply the item needs, so please check it before you order.
We ship to the United Kingdom only, which means England, Scotland, Wales and Northern Ireland. Please give a full street address at checkout, as we cannot deliver to freight forwarders.
Payment is taken online through a secure payment provider, using the methods shown at checkout. Card details are transmitted in encrypted form and are not stored by us. Your order is processed once payment has been validated.
Delivery is free on every UK order, with no minimum spend, and every parcel is tracked. We dispatch within 1 to 3 working days, then transit takes 5 to 10 working days, so 6 to 13 working days in total from the day you order. Orders placed after 5pm UK time, at the weekend or on a bank holiday are processed from the next working day. Items shipping with a lithium battery travel on carriers approved for lithium battery transport, which can add a working day to dispatch. Full details are in our Shipping Policy.
No. The price you see at checkout is the final price you pay: no import VAT, no customs charge and no handling fee. All applicable taxes and duties are already included in the price shown.
You will receive a dispatch email with your tracking number as soon as your parcel leaves us. If the tracking has not updated for five working days, email us and we will chase the carrier on your behalf. A parcel is treated as lost 10 working days after dispatch. If tracking shows your parcel as delivered but you cannot find it, contact us within 14 days: we will open an enquiry with the carrier and then either resend your order or refund you in full.
Email us within 12 hours of placing your order and we will do our best to act before dispatch. Once an order has been dispatched it can no longer be changed, but it is still covered by our 30-day returns and by your statutory right to cancel.
You have 30 days from receiving your order to request a return, and returns are free: we email you a prepaid label with the return address already on it. Items need to be in new, unused condition and complete with the controller, cable and accessories. Please send the parcel back within 14 days of receiving the label. Your statutory 14-day right to cancel applies separately and is not limited by this policy. See our Return & Refund Policy.
We check returned items within 3 working days of arrival and email you about the outcome. Approved refunds are issued to the original payment method within 5 working days of that check. Your bank or payment provider may need a further 3 to 5 days to display the refund.
Disconnect the power bank and take it out of the garment’s pocket before packing, as lithium batteries must not be sent loose in the post. If the product arrived with its own battery pack, leave the battery fitted in the product as it arrived and tell us when you request the label, so that we send you the correct one.
Email us within 7 days of delivery with your order number and photos of the item and of the outer packaging. We send a free replacement: you do not need to return the damaged item and you pay nothing. The same applies to a damaged cable or a controller that will not switch on.
Disconnect the power bank and take it out of the pocket first, then follow the washing instructions supplied with the garment. Never wash a garment with the power bank still inside it.
Our heated clothing contains electrical heating elements and is supplied with usage instructions. Use only a power bank or battery matching the output stated on the product page, do not use an item with a damaged cable, battery or controller, do not leave a product switched on unattended for long periods, and do not sleep in a garment that is switched on. Do not alter or hem a garment in a way that could cut the internal wiring. These products are not medical devices and are not intended to treat, cure or relieve any condition. If you have reduced sensitivity to heat, impaired circulation or a relevant medical condition, or you are pregnant, please seek medical advice before use. They are not intended for children without adult supervision.
Check the power bank first: a garment run from a power bank below the 5V/2A output stated on its product page, or from one that is low on charge, will heat less. Run time also shortens gradually as a rechargeable battery ages through normal charge cycles. If you are not sure whether what you are seeing is a fault, send us a photo or a short video and we will tell you.
Email contact@heated-essential.com or call +33 6 85 25 89 38, Monday to Friday, 9:00 am to 6:00 pm UK time. We reply within 24 hours on working days. If your question is about an order, include your order number so that we can answer you in one reply.
