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FREE SHIPPING & TOTE BAG on all US orders of $50+ FREE SHIPPING & TOTE BAG on all US orders of $50+

FAQ

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. 

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 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 and discounts. Click here to learn more and sign up for the Rewards Program.

  

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.

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.

 

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

We offer Free UPS Ground Shipping on all US orders over $50 (before tax and after discounts).

Most orders require 24-48 hours to process. 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 shipping windows.

Shipping times may vary depending on your location, but we work our hardest to ship and deliver your order as quickly as possible. 

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 $50+)

UPS Standard Ground

7-10 business days

$8

UPS Second Day

2 business days

$35

UPS Next Day Air

Next business day

$50

 

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.

Shipping Method

Shipping Time

Shipping Charges

UPS Standard Ground

7-10 business days

$40 USD

 


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 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. In this situation, we will be sure to notify you via email and refund the purchase amount to your original payment method.

 

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.

ITEMS ELIGIBLE FOR RETURN

We accept returns on unworn and unwashed items with all original tags received within the last 21 days.

ITEMS NOT ELIGIBLE FOR RETURN

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.

LATE RETURNS

Any item returned after 21 days of receipt is not eligible for refund.

EXCHANGES

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.

RECEIVING A REFUND

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.

RETURN LABELS

We are happy to provide a return label for your convenience. Please note that the return label fee for US returns is $8. This fee will be deducted from your refund amount.

INTERNATIONAL RETURNS

Please ship the items back using a trackable shipping method at your own expense. To return an order shipped to Canada, please email contact@heartloom.com with your order details to obtain a return authorization number.  We apologize but at this time, we do not provide international shipping return labels from Canada.  

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 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.

 

ACCESSIBILITY

Heartloom is committed to making our website accessible and user-friendly for all. This website has been developed using web standards for accessibility to allow people of all abilities and disabilities to view its content.

If you have any difficulty navigating or viewing this website, or if you notice any features that you believe are not sufficiently accessible to people with disabilities, please contact our support team here, or email our Customer Service team at contact@heartloom.com. In your email, please describe the specific issue you experience or any suggestions for improvement.

We take our customers' feedback seriously and strive to create an enjoyable viewing and shopping experience for all. We strongly recommend additional features, such as screen readers and text voice-over, in order to enhance and further support user accessibility.

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