CUSTOMER SERVICE
Payment Methods | Promotional Code | Sales Tax | Order Status | Changes/Cancellations | Shipping & Delivery | Returns | Exchanges | Out of Stock Items | Backordered Items | Damaged/Incorrect Items | Email Updates | Wholesale Inquiries
Heartloom
611 Broadway #505
New York, NY 10012
Tel: 212.358.0484
Please note that the best way of reaching us is via email at service@heartloom.com.
Heartloom.com accepts the following forms of payment for online purchases:
Visa
MasterCard
American Express
Discover Card
PayPal
Your credit card will be charged only after we have verified your card details and received credit authorization.
Heartloom.com does not accept checks, cash or money orders.
From time to time Heartloom.com offers special discounts that can be applied to your order by using a promotional code that we provide. In order to take advantage of these promotions, you must enter the code on the Shopping Bag page and hit the “Apply” button. The discount will be applied to your order at checkout.
Sales tax will be added to orders shipping to the following states: New York.
Please note that tax calculations are based on state and county locations of the shipping address on your order. Shipments to any other state will not include tax.
You will be automatically updated of your order status via email, as it changes. You will receive an order confirmation once your order has been received. You will receive a second email that includes tracking information once your order has shipped.
You may also check the status of your order by logging into your Heartloom.com account and clicking my Orders tab. You must register for an account with Heartloom.com to check your order status online.
If you wish to cancel or modify your order, please email us at service@heartloom.com. However, once a product has left our premises for shipping, the purchase cannot be canceled or modified until the product has been returned to us. In this case, please refer to our return policy and return your purchases once you have received them. Please note shipping fees are non-refundable.
Most orders require 24-48 hours to process. We do not process or ship orders on Saturdays, Sundays or Holidays. Your order will be shipped by Standard Ground unless another option is selected.
SHIPPING METHODS AND COSTS
UPS Standard Ground: delivers 7-10 days after processing
UPS Second Day: guaranteed delivery 2 days after processing
UPS Next Day Air: guaranteed delivery next business day after processing
Shipping Costs
|
Merchandise Total |
Standard Ground |
Two-Day |
Next Day |
|
$10 - $249 |
Free |
$18 |
$25 |
|
Over $250 |
Free |
$18 |
$25 |
We currently do not offer:
- International shipping
- Saturday delivery
- Delivery to P.O. Boxes
If you are not satisfied with your online purchase, please follow our guidelines for returns:
- All returns require a Return Authorization Number (RA). You can get yours by contacting service@heartloom.com. Please note that being issued an RA number does not guarantee automatic approval/credit of your return. Items are still subject to inspection. We will provide the return address along with the RA number.
- All returns must be postmarked within 15 days of receipt. Returns sent after this time will not be honored.
- Please fill out the Return Form that's included with every order and mail it back to us with your returned merchandise.
- The merchandise must be in its original condition with the original tags attached. Any and all items that have been worn or washed are not eligible for return or credit.
- We do not refund shipping charges.
- We do not accept returns/exchanges on any sale items. Any and all sale items purchased on Heartloom.com are final sale.
- We are not responsible for damages that occur during care of an item, such as dry cleaning, washing or wear.
- Your return will be processed within 10 business days of receipt. We will issue a refund to the credit card originally used for the purchase. You will receive an email notice when the credit has been issued. If you have an inquiry email us at: service@heartloom.com
Please be advised that items that do not meet the above criteria are not returnable. They will be returned to you at your expense.
If you would like to exchange an item for another color or size, please email us at: service@heartloom.com and let us know what style(s) you’re interested in exchanging your current merchandise for. If we have the item, we will hold it for you until your return is received. We will only accept returns for exchange if they meet all criteria for an acceptable return (see above). Please make sure to note the exchange on the return form. We will ship the exchange to you at our expense.
While we make every effort not to be out of stock, occasionally we are out of certain items. If we are out of stock on an item that you’ve ordered, we will immediately notify you by e-mail. Any out-of-stock items will be removed from your order total and will be reflected in your shipping confirmation email.
An item will be placed on backorder if it has sold out and is currently being restocked. You can place an order for this item to reserve the correct color or size, and we will ship it to you once it is available.
You will be provided with the expected ship date of backordered merchandise at checkout. We will contact you via email, if this date changes.
If you receive an item that is defective, damaged or incorrect, you must notify us via email within 3 business days of receiving the merchandise. Please keep the original box and packaging materials in the case of damage. We will email you a UPS label for returning the merchandise. A replacement will be sent, if available, upon receipt – as long as it hasn't been used, worn or washed. All tags must remain attached.
By registering on Heartloom.com, you will receive monthly e-mail updates, which will inform you of events such as new arrivals and sales. If you wish to be removed from our e-mail blasts, simply remove yourself from the bottom of your e-mail blast where it prompts you.
For Wholesale Inquiries, please email us at info@heartloom.com, and we will provide our sales contact for your territory.
Thank you
Heartloom
611 Broadway #505
New York, NY 10012
Tel: 212.358.0484
Please note that the best way of reaching us is via email.
