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FAQs

Frequently Asked Questions (FAQ)

 

Orders


Q: Can I cancel or change my order after it’s placed?
A: Orders cannot be modified or canceled once submitted, as we begin processing immediately to ensure timely delivery. Please review your order carefully before checking out.


Q: I entered the wrong shipping address — what should I do?
A: Email support@heavenfashionhouse.com within 24 hours of placing your order. While we can’t guarantee changes, we’ll do our best to update the address before your order ships.


Q: I placed an order but didn’t receive a confirmation email.
A: Check your spam or promotions folder. If it’s not there, email us with your full name and the date you placed your order so we can confirm it for you.


Q: Can I combine multiple orders into one shipment?
A: We are not able to combine orders at this time. Each order is processed individually.



Shipping


Q: How long will it take for my order to ship?
A: Orders typically ship within 2–4 business days. During new drops or high-volume times, please allow up to 5–7 business days.


Q: How long does delivery take?
A:
 • Domestic (U.S.): Standard (3–5 business days), Expedited (2–3 business days), Express (1–2 business days)
 • International: Standard (7–14 business days), Express (3–7 business days)
Shipping timeframes begin once your order has shipped, not when it is placed.


Q: How much is shipping?
A: Rates are calculated at checkout based on your location and order weight. Free shipping may be offered during special promotions.


Q: Do you ship internationally?
A: Yes, we ship to select countries worldwide. All international customers are responsible for any customs duties, VAT, or import taxes.


Q: Do you offer local pickup?
A: Not at this time. All orders are shipped directly from our fulfillment location.



Returns & Refunds


Q: What’s your return policy?
A: We accept returns for store credit only within 30 days of the purchase date. A $8 restocking fee per item will be deducted. Items must be returned unworn, unwashed, with tags attached, and in original packaging.


Q: Do you offer refunds to my original payment method?
A: We do not offer refunds to the original form of payment unless your item arrived damaged or was incorrect. All other returns receive store credit.


Q: How do I start a return?
A: Email returns@heavenfashionhouse.com with your order number, the item(s) you wish to return, and the reason. Once approved, we’ll send you a return authorization and instructions. Return shipping is the customer’s responsibility.


Q: What items are final sale and non-returnable?
A:
 • Limited-edition and collaboration items
 • Any item marked “Final Sale” at checkout


Q: When will I receive my store credit?
A: Once we receive and inspect your return, please allow 7–10 business days for processing. Store credit will be emailed to you as a digital gift card.


Q: What if I received a defective or incorrect item?
A: Contact support@heavenfashionhouse.com within 5 days of delivery. Include your order number, photos, and a description of the issue. If validated, we’ll offer a replacement or a refund to your original payment method.



Delivery Issues


Q: My tracking says “Delivered” but I didn’t receive my package.
A: First, check with neighbors, your local carrier, or building management. If you still can’t locate it, contact support@heavenfashionhouse.com. Please note: Heaven Fashion House is not responsible for packages marked “Delivered” by the carrier.


Q: My package is lost in transit. What should I do?
A: If your tracking has not updated and it’s been more than 7 days, contact us. We’ll help file a claim with the carrier and explore replacement options if applicable.



Product Info & Sizing


Q: How do I find the right size?
A: Each product page includes a detailed size guide. If you’re between sizes or need help, email support@heavenfashionhouse.com and we’ll assist you.


Q: Do you offer unisex sizing?
A: Yes. Most of our garments are unisex unless otherwise noted. Check the fit notes on each product page.


Q: Will sold-out items be restocked?
A: Many of our pieces are limited runs and may not restock. To be notified of restocks and new drops, sign up for email updates or follow us on Instagram.


Q: How do I care for my garments?
A: We recommend cold wash on gentle cycle and air dry to preserve fabric integrity, print quality, and longevity. Specific care instructions are included on each garment tag.



Payments & Discounts


Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, AMEX), Shop Pay, Apple Pay, Google Pay, and select Buy Now, Pay Later options where available.


Q: Do you offer installment payments?
A: Yes. At checkout, you may see options like Shop Pay Installments or Afterpay depending on availability in your region.


Q: Can I use more than one discount code?
A: Only one discount code can be used per order. Discount codes cannot be stacked or applied to final sale or limited-edition items.


Q: I forgot to apply my discount code — can you add it?
A: Discount codes must be applied at checkout and cannot be retroactively added after the order is placed.



International Customers


Q: Do I have to pay customs or import taxes?
A: Yes. International customers are responsible for all customs duties, taxes, and VAT charges imposed by their country.


Q: Can I return international orders?
A: Yes, international returns are accepted under our standard return policy. However, return shipping costs and customs fees are the customer’s responsibility.



Drops & Releases


Q: How do I get early access to new drops?
A: Subscribe to our newsletter and follow us on Instagram for early access, exclusive content, and launch announcements.


Q: What if an item sells out in my cart before I can check out?
A: Our products are limited and in high demand. Items are not secured until your order is completed and payment is confirmed.


Q: Do you restock sold-out styles?
A: Restocks are rare. Each drop is designed to be unique and limited. Stay connected for future releases.



Still Need Help?


Our team is here to support you with excellence, humility, and care.
For all inquiries, contact: Support@heavenfashionhouse.com