Frequently Asked Questions

Absolutely – we’re always happy to help with size guidance if you’re unsure what will fit you best.

A key measurement to look out for is the pit-to-pit size, which we include in every single product description. It’s one of the most reliable ways to determine how a piece will fit, especially for pre-loved items where sizing can vary slightly.

If you still need help, just drop us a message – we’re here to make sure you get the right fit.

.As we sell pre-loved products, we do not offer a formal warranty or guarantee on wear and tear. However, if you notice any issues with your item upon receiving it, please reach out to us straight away. We take customer satisfaction seriously and will always do our best to resolve any problems promptly.

.We primarily sell pre-owned items, which make up around 95% of our stock. That said, we do occasionally get brand-new pieces, usually when there’s a limited drop or when we come across a great deal that we can pass on to our customers. But in most cases, our focus is on high-quality, authentic pre-loved Terrace wear.

.Yes – all of our items go through an in-house laundry process using premium fabric softeners and treatments. We take great care to ensure each piece is fresh, clean, and presented in the best possible condition before it reaches you.

 We currently restock at least three times a week, typically on Tuesday, Wednesday, and Thursday at 7 PM – guaranteed. We usually drop over 100 new items each week.

Sometimes we receive larger deliveries, which means you might also see a Friday restock too. As we continue to grow, our goal is to bring you daily restocks at 7 PM, seven days a week. Stay tuned – exciting things are coming!

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We handpick some of the best-conditioned pre-loved stock available on the market. Each item includes a detailed condition description so you can be completely confident in what you’re buying.

We very rarely sell flawed products, and when we do, any imperfections are clearly mentioned in the listing. Our goal is always to source the highest quality pieces we can get our hands on.

We source our products from a network of trusted suppliers across the globe. Due to the competitive nature of the industry, we don’t disclose the exact details of our sourcing channels.

In addition to our global partners, we also have a team working in-house to secure deals directly from individual sellers and collectors who offer high-quality, authentic pieces. This allows us to keep our stock fresh, rare, and in great condition.

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All of our products go through a detailed authentication process carried out by an experienced member of our team.

For Stone Island:
    •    Items dated before 2014 did not include Certilogo tags. In these cases, we examine key details such as stitching, fabric, branding, labels, and overall construction to confirm authenticity.
    •    Items from 2014 onwards typically include a Certilogo, which you can scan for peace of mind – unless otherwise noted in the product description.

For CP Company:
    •    Items prior to 2019 were not issued with Certilogo tags, so we use the same in-depth authentication checks as we do with older Stone Island.
    •    For pieces from 2019 onwards, you can expect a Certilogo, again unless stated otherwise.

We’re extremely thorough to ensure everything we sell is 100% authentic.

At the moment, we only stock Stone Island and CP Company, as they’re at the core of what we do and what our customers love. However, as our business grows, we are actively exploring other brands that align with Terrace wear culture.

Stay tuned for updates – and if there’s a specific brand you’d love to see, feel free to drop us a message via our Contact Us page. We always value your input!

Yes – we offer seasonal discounts and exclusive offers to members of our HFS Premium Club.

The best part? It’s completely free to join. Just sign up with your email to start receiving special offers, early access to drops, and more.

Yes – we offer finance options at checkout through both Klarna and Clearpay. These are safe, internationally recognised companies that allow you to split your payment into manageable instalments.

For full details on how their payment systems work, please visit the Klarna or Clearpay websites directly.

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Placing an order is quick and easy. Simply add the item(s) to your basket on our website, then follow the checkout process.

You’ll be asked to enter your delivery address and payment details – all of which are completely secure and encrypted for your peace of mind. Once your order is confirmed, you’ll receive a confirmation email and we’ll get your item packed and shipped promptly.

No – there is no minimum order requirement on our website. Whether you’re spending £1 or £1000, you’re welcome to shop with us.

We aim to cater to all budgets, making authentic Terrace wear accessible to everyone.

For new stock drops, we do not reserve or pre-sell items, as we want to keep things fair and give everyone an equal chance to grab what they want.

However, if you’re unable to use payment plans through the website, we can reserve an item with a monetary deposit. This deposit will go towards the final balance of your item. Please note that if you change your mind or cannot complete the payment, the deposit is non-refundable.

We’d love to offer more flexibility, but due to past situations where we’ve been let down, a deposit is currently required to hold any item.

Yes – we offer a 24-hour window to cancel or make changes to your order after it’s been placed.

However, if your order has already been packed and shipped within that 24-hour period, we won’t be able to cancel it. In that case, you’re more than welcome to follow our easy returns policy once you receive the item.

We accept all major debit and credit cards, and for added flexibility, you can also split your payment using Klarna or Clearpay at checkout.

All payment options come with secure processing and buyer protection, so you can shop with confidence and peace of mind.

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Yes – you can absolutely track your order.

Once your order has been shipped, you’ll receive an email with your tracking number so you can monitor its progress.

If for any reason you don’t receive the email, we also have a free “Track My Order” page on our website. Just enter your order number and delivery details to see the latest updates and location of your parcel.

We offer a variety of shipping options to suit your needs:
    •    UK Orders:
    •    Standard Shipping (Royal Mail Tracked 24 Signed For): £5.99 for orders under £200.
    •    Next Day Delivery: Available at checkout for £9.50.
    •    EU Orders:
    •    Standard Shipping: £18
    •    Please note: You may be subject to customs charges upon arrival, which are not covered by us.
    •    International (Outside the EU):
    •    Standard Shipping: £25
    •    Please note: Customs and import charges may apply depending on your country’s regulations.

We always aim to ship your items quickly and securely, no matter where you are in the world.

Yes – we absolutely offer worldwide shipping, delivering to every corner of the globe.

If you’re ordering from outside the UK, please be aware that you may be subject to customs charges or import duties, especially within the EU following the Brexit changes. As a small business, we do not cover these fees, and they are the responsibility of the recipient upon delivery.

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Yes – we do offer next-day delivery within the UK. To ensure we can dispatch your order on time, please place your order early in the day and notify us as soon as possible. If it’s urgent, you can also call our support team directly on 0300 133 664.

Unfortunately, we cannot offer next-day delivery for EU or international orders, as the costs for express international shipping are extremely high and not feasible for us to cover at this time.

We aim to deliver your items as quickly and efficiently as possible so you get what you’ve paid for without delay.
    •    UK Orders:
Dispatched same or next working day, with delivery taking 1–2 days, depending on the shipping option you select at checkout.
    •    EU Orders:
Also dispatched same or next working day. Delivery typically takes 1–2 weeks, depending on customs processing – though it can often be quicker.
    •    Orders Outside the EU:
Delivery usually takes 2–3 weeks, but this may vary depending on how long your parcel is held in customs.

If you need your item sooner, feel free to contact us – we’ll do our best to arrange a faster solution for you.

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For all UK orders, we exclusively use Royal Mail. Their swift and reliable service is something we trust and value, and they’ve proven to be a consistent partner for getting your parcels delivered on time.

For EU and international orders, we primarily use Royal Mail International, but we’ve also started experimenting with other trusted couriers like UPS to improve delivery speeds and provide the best possible service worldwide.

All purchases made through our store are 100% our responsibility until they reach you. In the rare event that an item is lost in transit, we will fully investigate the issue and you will be refunded in full if the item cannot be located.

Your trust matters to us, and we’ll always make it right if something goes wrong with delivery.

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To request a refund, simply email us at mailto:heatfromthespire@gmail.com with your order number and delivery details. A member of our team will then provide you with full instructions on how to return your item.

We’re also working on improving the process by including return slips in future parcels, making returns even easier for our customers going forward.

Yes – all sale items purchased within the UK are still fully refundable. Just follow our standard returns policy, and your return will be processed in the same way as any full-price item.

If you’re based in the UK and the item doesn’t fit upon arrival, you’re welcome to open a return request with us — as long as it’s within the 14-day return window.

As mentioned in our policies, we do not currently accept international returns, so if you’re ordering from outside the UK, please reach out to us beforehand for any sizing advice to help ensure the item will fit correctly.

At this time, we do not refund shipping costs associated with your order. All refunds are issued for the item cost only, and will exclude the original delivery charge.

Additionally, return postage costs are the responsibility of the customer, as outlined in our returns policy.

Absolutely – we offer a 14-day return policy to give you full peace of mind. If you change your mind or no longer want your order, you’re welcome to return it within this window, as long as the item is unworn, all tags are still attached, and it’s returned with the original packaging.

However, please note that we do not currently accept returns on international orders (outside the UK). This is due to the high return shipping costs, and we don’t believe it’s fair to pass those costs on to our customers.

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we offer a 14-day return policy to give you full peace of mind. If you change your mind or no longer want your order, you’re welcome to return it within this window, as long as the item is unworn, all tags are still attached, and it’s returned with the original packaging.

However, please note that we do not currently accept returns on international orders (outside the UK). This is due to the high return shipping costs, and we don’t believe it’s fair to pass those costs on to our customers.

Yes – every product listing includes the pit-to-pit measurement, which is one of the most accurate ways to gauge fit.

If you need any additional measurements, feel free to reach out via our contact form or call us directly on 0330 133 5564 – we’re more than happy to help.

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At this time, we are an online-only business, so we don’t offer in-person try-ons or appointments.

However, our team is actively working on ways to better support our customers with sizing, so you can shop confidently and ensure the item you order fits as expected. In the meantime, feel free to reach out for any sizing advice — we’re always here to help!

There’s no universal sizing rule when it comes to Stone Island and CP Company. Sizing can vary significantly between collections — some items may fit small, others true to size, and some even slightly oversized depending on the season.

That’s why we always recommend checking the specific measurements provided in each product description. If you’re unsure or need extra help, don’t hesitate to reach out via our contact form or give us a call on 0330 133 5564 — we’re happy to assist.

Caring for your Stone Island and CP Company garments is relatively straightforward. As a general rule, we recommend washing lightweight jackets, hoodies, and jumpers at 30°C, inside out. This helps preserve the fabric quality, colour, and overall longevity of your item.

Always refer to the care label inside the garment for specific washing instructions, especially for more delicate or technical fabrics.

 If you’ve damaged your Stone Island badge, we sell replacement badges directly on our website.

For CP Company lenses, goggles, or other branded parts, these can be sourced directly from CP Company.

For any other issues like loose buttons, stitching problems, or minor fabric damage, we recommend taking your item to a reputable tailor experienced in working with high-end garments.

We’re also working on launching an in-house tailoring service in the future to better support our customers with specialist repairs.

Yes, you can machine wash items with badges or lenses, but we highly recommend removing them first. Washing with them attached can lead to discolouration, warping of the badge, or scratches on lenses.

For items made from special or delicate fabrics, we do not recommend machine washing. Instead, take them to a reputable dry cleaner with experience handling technical materials to ensure your item is cleaned properly and safely.

Mostly – Stone Island pieces from 2014 onwards were produced with Certilogo codes for authenticity verification. Items made before 2014 typically only include an Art Number label, as Certilogo wasn’t in use at that time.

We recommend checking the product description, as very occasionally items may have cut or removed labels (often done for comfort by previous owners). For added peace of mind, you can also visit our social media pages, where we’ve shared a library of useful authentication videos to help you feel confident in your purchase.

Yes – we regularly stock rare and limited edition Stone Island and CP Company pieces. Due to their high demand and limited availability, they often sell out very quickly.

To avoid missing out, make sure you sign up to the HFTS Premium Club. It’s free to join and gives you early access to drops, exclusive updates, and more.

Yes – we have a strong and growing social media presence, which has been a huge driver behind our rapid growth over the past few years.
    •    Instagram: @heatfromthespire (https://www.instagram.com/heatfromthespire) – 50,000+ followers
    •    TikTok: @heatfromthespire (https://www.tiktok.com/@heatfromthespire) – 144,000+ followers
    •    X (formerly Twitter): @hftsuk (https://twitter.com/hftsuk) – 55,000+ followers

Social media is a massive part of our brand, and we’re constantly working to grow these platforms and connect with our community even more.

Yes – we absolutely do! You can check out our Trustpilot, where we’ve built up over 200 verified 5-star reviews from happy customers.

If you’re into livestream shopping, be sure to visit us on TILT, where we’ve received over 1,500 5-star reviews and counting. We’re proud of the feedback we receive, and we encourage you to check it out for your own peace of mind.

We’ve been operating as a limited company since 2023, and we’re now proudly in our third year of business.

Despite being a young company, we’ve experienced rapid growth and built an incredibly loyal customer base. We’re excited about what the future holds and committed to continuing to grow and deliver value to our community.

We are proudly based in Wiltshire, United Kingdom – the birthplace of our brand and where we continue to operate from today. Wiltshire remains our home base for the foreseeable future as we grow and develop the business.

Yes – we are a UK limited registered company, officially incorporated in 2023. We fully comply with UK tax laws and take all legal and financial responsibilities very seriously to ensure a trustworthy and transparent experience for our customers.