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Returns & Exchanges

How to Return

  1. Visit our Returns & Exchanges Portal and enter your order information.
  2. Select the items you want to exchange or return, as well as your desired refund method.
  3. Print and attach the pre-paid return label onto the package. 
  4. Drop off your return to the specified courier on the label ASAP.

Pre-Paid Shipping Labels

Please be sure to use only our pre-paid labels so we can track your package. We cannot refund a lost return that was sent using a method other than our return labels. 

Shipping fees from your original order, including Standard Ground, Next Day, and Two-Day shipping, are not eligible for refund.

US CUSTOMERS: Unless you are processing a free exchange, all domestic US orders will be charged a standard $8 processing fee. This fee is waived if you are processing an exchange or receiving store credit.

INTERNATIONAL CUSTOMERS: We are happy to provide a pre-paid FedEx Ground return label. The value of the label will be deducted from your return amount, up to a maximum of $40 USD based on the weight of your return package. This fee is waived if you are processing an exchange or receiving store credit.

Items Eligible for Return

We accept returns on unworn and unwashed items with all original tags within the last 21 days of receipt, unless purchased during our Extended Holiday Returns Period.

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.

Final Sale, Warehouse Sale, and Flash Sale items are not eligible for return.

Heartloom reserves the right to refuse any return on merchandise that does not meet our return requirements. If your return is not accepted, it will be sent back to you at your own expense and a refund will not be issued.

Exchanges

We are happy to offer free exchanges on eligible items. Our Returns Portal allows customers to exchange any items in their order for a new size, color, or alternate item. If you would like to exchange your item for a new style, please begin by visiting our Returns & Exchanges Portal.

At the end of the return process, you will be given the opportunity to use our $10 Shop Now bonus credit to select new Heartloom pieces. The discounted value from your original order will also carry over to your Shop Now balance. The Shop Now bonus is non-transferrable and cannot be used on or applied to past or future orders. 

Once you have requested your exchange, the replacement product(s) will be sent once your return package is scanned by the carrier. Be sure to send back your return quickly to ensure your new order does not go out of stock. You’ll receive an email with new tracking information when your new items have shipped. 

The original item must be returned to us in new, unwashed condition with tags attached, and within 21 days of your original order. If we do not receive the original item(s) within 21 days, you will be charged for the new exchange order.

How to Exchange

  1. Visit our Returns & Exchanges Portal and enter your order information.
  2. Select your desired items and exchange for a different size, or press ‘Return Item’ if you would like to select an alternative item or color.
  3. Quick tip: If you’re exchanging an order, you will be granted a bonus $10 Shop Now credit to select new pieces.
  4. Finalize your exchange order, then print and attach the pre-paid return label onto the package. 
  5. Drop off your return to the specified courier ASAP to receive your new item(s).

Store Credit

You can select Store Credit instead of a refund to your original payment method. The shipping label fee will be waived if you select this option.

You will be emailed a digital Gift Card in the value of your credit once your return package is scanned by the carrier. Once you receive this gift card, it is yours - you are free to use it on a future purchase or forward to a loved one.

Late Returns

Any item returned after 21 days of receipt is not eligible for refund. Items shipped after 21 days will be returned to you at your expense.

If you requested a return/exchange but we do not receive your item within 21 days of your return/exchange request, we will cancel your request.

Please email contact@heartloom.com if you would like to request return/exchange outside of our eligibility window. This request is entirely at the discretion of Heartloom Customer Service.

Defective Items

We heavily inspect our products for quality before delivery. Should you receive a defective item, please contact us at contact@heartloom.com within 21 days of receipt and we will do our best to assist you. If possible, please include photos.

Please be aware that the color and appearance of our products may appear slightly different depending on your monitor’s display and color settings. While we are happy to accommodate a return, this is not considered a defect. Items that show clear signs of wear, stretching, use, alternations are not considered defects and will not be eligible for return/exchange.

Receiving a Refund & Returns Processing

All returned items are subject to inspection prior to refund. Your refund will be credited to your chosen form of refund (original payment method or store credit).

Once we receive your return, please allow for up to 7-10 business days for your refund to be processed. Upon successful inspection, your refund should post to your bank account within 5-10 business days. Store credit will process once your return package is scanned by the carrier, and you will immediately receive gift card details via email. 

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.