We proudly work directly with a small manufacturer located in Guangzhou, China to produce a limited quantity of styles each season. We are not a fast fashion company and we do not mass produce our clothing in large factories. Instead, we produce largely based on demand from our customers and boutiques to ensure as little waste as possible.
Please note that quantities are limited. Our popular styles sell out fast and restocks are extremely rare.
Our factory is safe and heavily regulated, and employees are all paid a fair and living wage. The factory is certified with WRAP, the Worldwide Responsible Accredited Production, a not-for-profit 501(c)(6) organization of global social compliance experts dedicated to promoting lawful, humane, and ethical manufacturing around the world.
Heartloom.com accepts various forms of payment for online purchases including:
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.
We offer digital gift cards for our customers. Digital gift cards can be purchased here, and are available for $50, $100, $150, $200 or $500. Your selected payment method at checkout will be charged at the time of purchase, and all digital gift cards are final sale and non-refundable.
Digital gift cards will be delivered via email and contain instructions to redeem at checkout. If the card is a gift, you can forward the email to the desired recipient.
Heartloom gift cards have no additional processing fees and never expire. Our gift cards are digital only - no physical gift card will be mailed. Digital gift cards cannot be used to purchase other digital gift cards.
You can use your gift card as a payment method at checkout by applying the gift card code before completing your order. Gift cards can be applied in tandem with eligible vouchers. Gift cards cannot be applied to previous orders, and they cannot be retroactively applied to orders once they have been placed.
Heartloom has launched the Muse Rewards Program to reward our most loyal and devoted customers with exclusive access to first arrivals, special sales, and order discounts. Click here to learn more and sign up for the Rewards Program.
From time to time Heartloom.com may offer 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 during checkout and press the “Apply” button. The discount will be applied to your subtotal.
From time to time, Heartloom.com may offer an exclusive discount for our Muse Rewards members. You must be logged in to your rewards account use and apply any Muse-exclusive discount codes. Click here to join and sign up for an account, or to log in.
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. Exclusions may apply. Terms of offer are subject to change.
Sales tax will calculated upon checkout and will be added to orders shipping to New York state.
Heartloom charges the appropriate state and local sales tax based on the shipping address of your order. Where required, tax will also be applied to the shipping and handling charges.
All US orders with value of $250 or more will require a signature upon delivery. If your package is shipping through FedEx, please note that you can sign up for FedEx Delivery Manager and sign for your package in advance, re-schedule the delivery, or opt for FedEx to hold the package for you. Please click here to sign up and view more details.
Once your order has been shipped and tracking information has been provided, Heartloom is not responsible for any late, lost, damaged, or stolen packages. Once your package leaves our facility it becomes the responsibility of the shipping carrier. Please click here to to file a claim with FedEx.
Orders with a total value of $100 or more qualify for a gift with purchase canvas tote bag, while supplies last. Heartloom tote bags are subject to availability and inclusion is not guaranteed. Tote bags cannot be returned or redeemed for cash value or store credit.
We are not able to ship to PO Boxes. Please be sure to enter a non-PO box address when placing your order. Orders addressed to a PO box may encounter additional delay.
Most orders require 24-72 hours to process, but we do our best to process your order as soon as possible. Orders are processed and shipped on business days only. We do not process or ship orders on Saturdays, Sundays, or holidays. Orders with Next Day or Two-Day shipping placed before 9am EST will be shipped on the same or the following day. Be sure to consider our necessary processing window before placing an order, and/or kindly reach out to us before you place your order if you would like to advise and confirm processing/shipping windows. Please plan accordingly and be aware that packages may be subject to delays during the busy holiday season.
Shipping times and charges will vary depending on your location, but we work our hardest to ship and deliver your order as quickly as possible.
We offer Free Ground Shipping on all US orders over $100 (before tax and after discounts).
Please use the chart below to estimate shipping times and charges after processing is complete.
UPS Standard Ground
7-10 business days
Free (Orders $100+)
UPS Standard Ground
7-10 business days
UPS Second Day
2 business days
$35 - 50
UPS Next Day Air
Next business day
$50 - 75
We currently offer shipping options to select international countries (Australia, Canada, and United Kingdom). We plan to increase shipping options to more countries in the coming year.
We offer standard courier and express courier rates via DHL. Rates are calculated based on your order total and shipping location. Upon checkout, you will be able to review general arrival estimates. Be advised that these are simply estimates and shipment by a certain date is not guaranteed. Heartloom is not responsible for packages that arrive past expected arrival dates. Please allow extra time for processing and delivery to international addresses.
International orders may be subject to duties and taxes based on the order subtotal and shipment destination. All international are delivered DDP (Delivery Duty Paid). Duties and taxes will be automatically calculated and collected at checkout, so there will never be any additional cost beyond what is captured at checkout.
When you place an international order, you agree to pay any applicable fees levied by your destination country at the time of purchase. Please contact your local customs office for additional information regarding duty and tax fees and guidelines prior to purchase.
10-14 business days
5-7 business days
Please note that we do not currently offer:
Delivery to P.O. Boxes
ORDERS & ADJUSTMENTS
We do our best to process and ship orders once received so that they can arrive to you as soon as possible. If you wish to cancel or modify your order, please email us at email@example.com. While we will do our best to accommodate your request, we cannot guarantee modification or cancellations after an order is submitted.
Please note when submitting order edit requests that our customer service hours are Monday through Friday, from 9am to 5pm EST, excluding holidays. We will do our best to accommodate your request to the best of our ability.
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 receive an order confirmation once your order has been received. You will automatic updates on the status on your order via email. You will receive additional email that includes tracking information once your order has shipped, as well as a final confirmation once your package has been delivered.
You may also check the status of your order by logging into your Heartloom.com account and clicking the Orders tab. You must register for an account with Heartloom.com to check your account status and order details.
If you receive notification that your order has been cancelled, it is likely that the item you ordered is no longer available due to lack of inventory. In this situation, we will be sure to notify you via email and refund the purchase amount to your original payment method.
RETURNS & EXCHANGES
Click here to read more about our Returns & Exchanges Process.
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 firstname.lastname@example.org with your order number (or reply to your Order Confirmation email) within 7 days of original purchase. Let us know the details and we will do our best to assist you.