FAQ – Heartloom

MANUFACTURING

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.

PAYMENT METHODS

Heartloom.com accepts various forms of payment for online purchases including:

Visa
MasterCard
American Express
Discover Card
PayPal
Apple Pay
Amazon Pay
AfterPay

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.

GIFT CARDS

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.

MUSE REWARDS

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.

SALES TAX

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.

SHIPPING

All 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, 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 48-72 hours to process, but we do our best to process your order as soon as possible. We do not process or ship orders on weekdays after 5pm, or on Saturdays, Sundays or Holidays. 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.

UNITED STATES

We offer Free UPS 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.

Shipping Method	Shipping Time	Shipping Charges
UPS Standard Ground	7-10 business days	Free (Orders $100+)
UPS Standard Ground	7-10 business days	$8
UPS Second Day	2 business days	$35 - 50
UPS Next Day Air	Next business day	$50 - 75

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. All Canadian orders will require a signature upon delivery.

Shipping Method	Shipping Time	Shipping Charges
UPS Standard Ground	7-10 business days	$30 USD

We do not currently offer:

International shipping to countries other than US or Canada

Saturday delivery

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 contact@heartloom.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.

PRICE ADJUSTMENTS

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 contact@heartloom.com 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.