FREQUENTLY ASKED QUESTIONS

How can I ensure the right fit before purchasing?

To help ensure the right fit, we recommend checking our detailed size charts and reaching out to us with any sizing questions before placing your order—especially for custom items that are made to order.
Our Warranty and Return Policy
Heini offers a limited 6-month manufacturer warranty covering defects in materials and workmanship. Please note this warranty does not cover damage from normal wear and tear.
Custom products: As they are made to order, custom items cannot be returned unless there is a manufacturing defect.

How do I find my size?

We recommend taking your key body measurements and referring to the specific sizing chart provided for each product and style, as sizing can vary slightly between items.
If you're ordering for a team, we highly suggest arranging sizing samples to ensure the best fit for everyone. For more details on how to access sizing samples, contact us or email to order@heinisports.com

When will I receive my order?

Our standard production lead time is 3 to 5 weeks from the date of final design approval and order confirmation.
Need it sooner? We offer a RUSH service for an additional fee—contact us or email to order@heinisports.com for availability and details.

Will all the products have "HEINI" logo?

All our retail and custom products feature the standard Heini Sports logo.
However, if you're not comfortable with the Heini logo on your custom apparel, you remove the logo at an additional cost of 10%. Enquire for more information.

What is the minimum order quantity (MOQ) for custom apparel?

In most cases, there is no minimum order quantity—except for ski apparel, which has specific requirements.
However, there are some exceptions during peak seasons. At these times, we may not accept single-piece custom orders, and certain cycling, triathlon, and running items may require a minimum of 5 pieces.
Our pricing is tiered and depends on the quantity ordered. We strive to offer maximum flexibility to ensure your team gets the best fit, comfort, and value.
Have questions? Feel free to contact us for details specific to your order.

. Can I order a sample before placing a bulk order?

Absolutely! We offer custom samples so you can evaluate the fabric quality, fit, and design details before placing a full order.
Sample costs must be paid upfront, but the amount will be fully refunded when you proceed with a bulk order.

Which sizing system do you follow — EU or US?

We provide both EU and US size references on our website for all retail and custom orders, making it easy to find the right fit.
Please note that our physical size kits follow EU sizing, which is also clearly noted in our size charts. Since our products are designed in Italy, we primarily use the EU sizing system.
For reference, a US Medium typically corresponds to an EU Large. Both sizes are indicated on the product pages and garment labels for clarity.

What if I don’t have a design yet? Can I make changes or get proofs?

No problem at all! Our design team is here to help you bring your vision to life—from scratch. Just share your ideas, preferred colors, and the sport, and we'll create a custom design just for you.
Best of all? There are no additional design fees.
Once you receive the digital proof, you can request design revisions; we typically include a set number of revisions to ensure you’re happy before production begins. Please note, extensive changes beyond the included revisions may incur extra charges.
We accept logos and artwork in common file formats such as AI, EPS, PDF, and high-resolution PNG or JPG. We can also replicate your existing team colors or designs to maintain brand consistency.
A digital proof will always be provided for your approval before production starts.
No additional design fees!

What should I do if I’m between sizes?

If you find yourself between sizes, we generally recommend sizing up for comfort, especially in cycling and triathlon apparel where layering and movement are important. Please consult our size chart or contact our support team for personalized advice.

Do your sizes run true to standard sizing or should I size up/down?

Our sizing is designed to follow standard EU sizing charts, but because custom sportswear often features a snug, performance fit, we generally recommend choosing your usual size for a close fit. If you prefer a looser or more relaxed fit, especially for layering or off-season wear, sizing up may be a good option.
For the best fit, we strongly suggest consulting the specific size chart for each product and using our sizing kits or samples when available.

Can I order sizing kits for my entire team? How does that work?

Yes! We offer team sizing kits so all your members can try on samples before finalizing their sizes. This ensures everyone gets the best fit.
Additionally, if you have a cycling shop, running store, affiliate location, or even a local coffee shop, we can collaborate to display our sizing kits there. Your members can visit during regular business hours to try on samples at their convenience.
Contact us to learn more about setting this up!

Are your custom products unisex, men’s, or women’s specific?

We offer a range of options including men’s, women’s, and unisex models depending on the product. For detailed information on which styles are available in each category, please refer to our website or product catalog.

Do you offer plus sizes or adaptive/custom fits? Can I add reflective elements or special features?

Yes, we offer extended sizes up to EU 4XL and 5XL on select products designed for larger fits, ensuring comfort and performance.
We can usually accommodate minor customizations such as adding pockets or changing fabrics for an additional cost. These adjustments may slightly affect production time, so please reach out early—preferably during the off-season—to discuss your needs. Custom requests made during peak season may experience delays or limited availability.
If you have specific fit requirements or need fully adaptive/custom designs, please email us—we’d love to hear your feedback and explore options. Keep in mind that creating new patterns typically requires 6–8 months and involves additional charges.

We offer the option to add reflective elements and other special features to your custom apparel. Please note that these additions come with an extra charge.

What fabrics do you use? Do you use sustainable or eco-friendly materials?

Our apparel uses high-performance, breathable, moisture-wicking Italian-Swiss fabrics designed specifically for cycling, running, triathlon, skiing, and rowing. Materials include lightweight polyester blends, merino wool options, and durable softshell fabrics for winter wear. We offer
Refer to catalogue for more information.

Yes, we are committed to sustainability and offer select products made with eco-friendly and recycled materials. We're continuously working to expand our range of sustainable options without compromising performance or quality. If you're specifically looking for eco-conscious apparel, please let us know—we'd be happy to guide you through the available options.

Do you offer a warranty on your products?

Yes. All Heini products are covered by a limited 6-month manufacturer warranty that covers defects in materials and workmanship under normal use. This warranty does not cover normal wear and tear, damage from misuse, improper care, or accidents.

Can I return or exchange custom apparel?

Custom products are made-to-order based on your specific design and sizing, so we do not accept returns or exchanges unless there is a manufacturing defect or a confirmed sizing error on our part.

Do you offer refunds on custom apparel?

In general, custom items are non-refundable. However, if there is a manufacturing defect or a confirmed sizing/design error, we will either replace the item or issue a refund at no cost to you.

What if the item I received is defective or incorrect?

If your item is incorrect, damaged, or has a defect covered under warranty, please contact us within 7 days of delivery. Include your order number, a description of the issue, and clear photos. We’ll replace the item or offer a resolution at no extra cost.

How do I request a warranty claim?

To file a claim, email us at orders@heinisports.com with your order details and supporting photos. Our team will review your case and respond within 2–3 business days.

How long does it take to process a refund?

If your return or warranty claim is approved for a refund, please allow 5–7 business days for the amount to reflect in your account after processing.

Do you refund shipping charges?

We only refund shipping charges if the return is due to our error (e.g., defective product or incorrect shipment). For all other returns, including size exchanges, the shipping cost is the customer’s responsibility.

Can I cancel my custom order?

You may cancel your custom order before it is sent to production. Once production begins, cancellations and changes are no longer possible due to the made-to-order nature of our products.

Does Heini offer sponsorships for teams?

Yes! At Heini, we actively look to support passionate athletes and teams that align with our brand values. Our sponsorships are primarily apparel-based and typically offered in the form of tiered discounts ranging from 10% to 50%, depending on the team's size, sport, and visibility. If you're interested in a sponsorship opportunity, feel free to reach out — we'd love to learn more about your team!

Can you help me design my custom order?

Certainly!! Heini has a skilled team of more than 50 designers who can assist you in transforming your concepts into reality.

Can we create any design in the garment?

Indeed, we utilize sublimation technology to digitally imprint a wide range of designs. The final output closely resembles the digital design, with only minor variations. Please be aware that in some instances, particularly for specific models, there exists a slight possibility that the design might not perfectly align with every panel on the garment.

Do you charge extra for designing?

Absolutely not, there are no additional or concealed fees for the design process. We're delighted to support you in achieving the precise design you desire. You're welcome to make as many adjustments as needed to perfect the design for your new kit.

Can I preview a test print of my design before production begins?

Absolutely, although this isn't a regular practice, there will be an additional charge associated with test prints if you ask for them.
Please be aware that in certain instances, including this additional phase could potentially extend the design timeline by approximately two to three weeks, considering the time required for the test print to be shipped.

Can we reorder the same design later?

Yes! We keep your designs on file, so you can easily reorder any time — whether it’s for new team members or seasonal restocks.

Do you charge for shipping?

We offer one free standard shipment on all bulk/team store orders. For individual or small quantity orders, shipping costs may apply and will be clearly shown during checkout.

How long does shipping take once my order is ready?

Once your order is complete and ready to ship, delivery typically takes:

2–5 business days within Canada & the US
5–10 business days for international shipments
We’ll provide tracking info as soon as it ships.

Do you provide tracking information?

Yes! Once your order is shipped, you'll receive a tracking number via email, so you can monitor your package in real-time.

What if my package is delayed or lost in transit?

If your package is delayed or appears lost, contact our support team. We’ll work with our shipping partners to track or resolve the issue. If it’s lost, we’ll help with a replacement order where applicable.

Do you ship internationally?

Yes, we ship worldwide. Shipping costs and delivery times may vary depending on the destination and order size. For international team orders, we offer free shipping above a certain quantity.

What courier services do you use?

We primarily use trusted carriers like UPS, FedEx and Purolator depending on your location and the size of your order.

How do I place a team store order on your website?

Locate the desired product for purchase.

Click on the "Pre Order" button.

When your shopping is complete, go to your cart.

Follow the provided prompts to finalize your order.

Note

You can also add retail products to the cart while placing a team store order.

All products will be delivered to the Team Manager unless specified (will ship individually).

Am I eligible to open a team store?

All our customers are eligible to open a team store. Please request your sales representative to explain more about the process.

Is there any additional charges to open a team store?

There is no extra charges to open a team store.

Can I return an item purchased in the retail store?

You are eligible for a full refund if the gear is new/unused and it should be returned within 30 days of purchase.
The products should be in its original packaging, with manufacturer tags attached, and should not been worn or washed.

How do I place a retail order on your website?

Locate the desired product for purchase.
Click on the "Add to Cart" button.
When your shopping is complete, go to your cart.
Follow the provided prompts to finalize your order.

What steps should I take to ensure the right fit for my purchase?

To ensure the best fit, we recommend that you:

Refer to our size chart on each product page, which includes both EU and US sizing references for easy comparison.
Take key body measurements (such as chest, waist, and hips) and match them to the product’s specific fit guide.

I saw a product on Instagram but can’t find it on the website. What should I do?

Some products may be limited edition or available only through team stores. DM us or email us at orders@heinisports.com and we’ll be happy to assist you!

How do I know which size to order?

Each product page includes a detailed size chart. If you're unsure, feel free to message us and we’ll help you find the best fit.

Do you offer international shipping for retail orders?

Yes! We ship worldwide. Shipping costs and delivery times vary based on your location and if are in US or Canada, rates will be calculated at checkout. For other countries, please email us at orders@heinisports.com

Can I return or exchange a retail item?

Yes, retail items can be returned or exchanged within 7 days of delivery, provided they are unworn, unwashed, and in original condition. Please check our Return Policy for more details.

Can I track my order?

Yes! Once your order is shipped, you will receive a tracking number via email so you can follow your delivery.

Are retail items the same quality as your custom gear?

Absolutely! Our retail collection uses the same premium Italian & Swiss fabrics and performance technology as our custom team gear.