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CLIENT SERVICES

Client Services

A dedicated space for the mindful assistance of your HEIS creation. This outlines our commitment to quality, providing structured access to warranty, technical restoration, and specialized services to preserve the integrity of your piece.

WARRANTY +

A 24-month assurance protects your HEIS product against verified manufacturing inconsistencies from the date of purchase. This commitment defines our Responsibility: ensuring that any deviation from our standards of excellence is recognized and restored.

In honor of the organic nature of our materials, this assurance is dedicated to production flaws and does not extend to evidence of a life lived. Naturally occurring evolutions, such as the softening of the grain, character marks from daily use, or the natural aging of the leather, are considered part of the object's unique story rather than imperfections.

Damages resulting from improper care or accidents are likewise excluded from this professional coverage.

AUTHENTICATION

The Serial number and this Digital Product Passport serve as your certificate of authenticity.
Your unique serial number is discreetly engraved on the upper right front of the central interior pocket, the permanent digital signature of your piece.

RESTORATION SERVICES +

True luxury is an investment in enduring design. Should your piece require extraordinary intervention beyond the warranty period, HEIS offers a formal, specialized evaluation service.

Upon request, our studio will assess the feasibility of a restoration based on the object's structural integrity. This service is strictly subject to artisanal availability and technical approval. If a restoration is deemed possible, a formal quote will be issued for your approval before any artisanal work begins.

SERVICE INQUIRY +

This exclusive channel is reserved for formal service requests requiring studio expertise. Each inquiry is reviewed for technical feasibility. We recommend consulting the 'Care' section of this Digital Passport for immediate maintenance guidance before initiating a claim.

NOTES:
  • PROOF OF PURCHASE: Required for all warranty-related services.
  • OUT-OF-WARRANTY: For inquiries outside the 24-month warranty period, a preliminary evaluation will be conducted. A formal quote will be provided for your approval before any artisanal work begins.
HOW TO PROCEED
To initiate a service inquiry, whether for warranty claims (24 months) or out-of-warranty repairs, please contact our dedicated team at services@heismilano.com.
To allow our artisans to conduct an accurate assessment, your email should include:
  • Product ID / Serial Number
  • Proof of Purchase (Digital copy of Warranty Card or Invoice)
  • Owner's Full Name & Location
  • Nature of the Request: Please specify if you are requesting a warranty evaluation or a general repair/restoration.
  • Photographic Documentation: Attach high-resolution images of the item in its entirety and a close-up of the specific area of interest.
THE ASSESSMENT PROCESS
Our artisans will evaluate the feasibility of the intervention and verify the warranty coverage. Following this assessment, you will receive a formal response confirming if the service is covered by the 24-month warranty or, if not, a detailed quote for the professional restoration.
START INQUIRY