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

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 $100 (before tax and after discounts).

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.

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.

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.

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

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

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.