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.

 

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

Domestic Shipping

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 using Standard Ground unless another option is selected.

US SHIPPING 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

$35

$50

Over $250

Free

$50

$75

 

 

Canada Shipping & Duties Cost

CANADA SHIPPING AND DUTIES COSTS

UPS Standard Ground: delivers 7-10 days after processing

 

Shipping Costs

Merchandise Total

Standard Ground

$10 - $249

$50

Over $250

$85

 

We currently do not 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 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.

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.

 

RETURNS

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.

Please note that all customers returning goods from Canada are responsible for all duties and shipping charges back to our warehouse location in the US. If these terms are not met, the return will be refused.

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.

Any and all sale items purchased on Heartloom.com are RETURNABLE FOR EXCHANGE OR STORE CREDIT ONLY.

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.

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