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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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Still Need Help?

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