FAQ

PAYMENT METHODS

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.

PROMO CODES

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. 

Discounts are valid on the purchase of items at Heartloom.com from the stated start date to stated end date of the promo. Discount codes do not stack; only one discount code may be used per purchase. Terms of offer are subject to change.

SALES TAX

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.

SHIPPING

UNITED STATES

Most orders require 24-48 hours to process. We do not process or ship orders on Saturdays, Sundays or Holidays. We offer FREE UPS Standard Ground shipping unless another option is selected.

Please use the chart below to estimate shipping times and charges after processing is complete.

CANADA

We offer shipment to Canada via UPS Standard Ground. All shipments to Canada are delivered duty paid. Duties will be calculated and collected at checkout, so there will never be any additional cost beyond what is captured at checkout.

We do not currently offer:

International shipping to countries other than US or Canada

Saturday delivery

Delivery to P.O. Boxes

ORDER STATUS

If you wish to cancel or modify your order, please email us at contact@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.

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 your order has been cancelled, due to an unforeseen event, the item you ordered became out of stock and is no longer available.

RETURNS & EXCHANGES

We are happy to accept returns and exchanges on eligible items within 21 days of receipt. Your item(s) must be returned unopened/unused, with tags, in their original packaging to be eligible. Please visit the Heartloom Returns Center to begin your return or exchange.

We do not accept returns for items not in their original condition without original tags attached, or items that have been washed or worn. Flash Sale items are not eligible for return.

Please be advised that items that do not meet our criteria will be returned to you at your expense.

Did you order the wrong size or color? Visit our Returns Center and select the option for an exchange. We’ll provide a FREE return label and waive shipping for your new size/color.

If you’d like to exchange your order for a different or new item(s), start a return via our Returns Center. Once you have finished the return process for the selected item(s), feel free to continue shopping and place a new order for any newly selected styles.

Refunds will be processed within 10 business days upon receipt of your package. All returned items are subject to inspection prior to refund. Your refund will be credited to the original form of payment used.

If you have purchased items that are now on sale or forgot to apply a discount code to your order, we will gladly apply to your order a one-time price adjustment. Please contact us via email with your order number (or reply to your Order Confirmation email) within 14 days of original purchase. Let us know of the details and we will do our best to assist you.