Returns And Guarantee
At Heirloom, we want to help you locate things for your daily life that are both lovely and useful. Please reach out to our customer care team at heirloom142@gmail.com with questions or concerns about any item you are interested in. To help you feel confident and excited about any purchase you make, our staff is very helpful and willing to discuss our selections with you.
If you’re not completely satisfied with your purchase, we can gladly assist you in organizing a return.
We ask that you kindly review our return and exchange policy below and contact us with any questions.
IN-STORE PURCHASES
REGULAR-PRICED ITEMS
Returns and exchanges will be accepted within 14 days of purchase for exchange or a full refund onto the original form of payment with the presentation of the original receipt. Items must be in new, unused condition to qualify for a return or exchange.
SALE ITEMS
All sale items are final sale and will not be eligible for return.
ONLINE PURCHASES:
REGULAR-PRICED ITEMS
Returns and exchanges will be accepted within 14 days of the delivery date for a refund, minus any applicable restocking fee, to the original form of payment. We will process the refund within 3 business days after receiving your package back at the shop.
Items must be in new, unused, re-sellable condition in their original packaging to qualify for a refund. Original shipping fees are non-refundable.
SALE ITEMS
All sale items are final sale and will not be eligible for return.
HOW TO RETURN AN ONLINE ORDER:
For Canadian Online Returns:
Canadian orders are eligible for a flat rate restocking fee of $10 CAD which will be deducted from the refund once the items have arrived back in our possession.
Simply contact our customer care team at orders.heirloom142@gmail.com with the reason for the return and you will be given the address and instructions for your return. Please note, you will be responsible for the cost of the return shipping.
Carefully package the item(s) ensuring it cannot move around and have a buffer between them and the walls of the box. Items damaged in transit are no longer eligible for a refund.
Once we receive the returned items back at the shop, we will ensure they meet our previously mentioned requirements. Once the return is approved, we will process the refund – minus the $10 restocking fee – back onto your original method of payment. You will see this transaction reflected on your method of payment within 1 – 7 business days.
For United States Online Returns:
Orders from the United States are eligible for a flat rate restocking fee of $20 USD which will be deducted from the refund once the items have arrived back in our possession.
Simply contact our customer care team at orders.heirloom142@gmail.com with the reason for the return and you will be given the address and instructions for your return. Please note, you will be responsible for the cost of the return shipping.
Carefully package the item(s) ensuring they cannot move around and have a buffer between them and the walls of the box. Items damaged in transit are no longer eligible for a refund.
Once we receive the returned items back at the shop, we will ensure they meet our previously mentioned requirements. Once the return is approved, we will process the refund – minus the $20 restocking fee – back onto your original method of payment. You will see this transaction reflected on your bank statement within 1 – 7 business days.
EXCHANGES
If you have opted for an exchange due to preference, the return policies will still apply. We ask that you kindly place a new order for your preferred item. We will proceed with refunding the original purchase within 3 business days of receiving it back at the shop in new, unused condition. There will not be any restocking fees on the returns for an exchange.
INTERNATIONAL RETURNS
All international (excluding the United States and Canada) are final sale and are not eligible for a return or exchange.
DAMAGED, DEFECTIVE OR INCORRECT ITEM
If your order or anything in it has arrived damaged, defective or if you’ve received an incorrect item, please contact us at orders.heirloom142@gmail.com within 48 hours of delivery with photos of the item(s), box, and the packaging. We will take care of the rest!
LOST OR DAMAGED PARCELS OF INCORRECT OR INCOMPLETE DELIVERY ADDRESS
Sorry! We cannot be held responsible for damages, delays, lost parcels and/or additional charges incurred by Canada Post, USPS or UPS during shipping. It is the responsibility of the customer to ensure that a proper shipping address is provided when placing an order.
Items returned to sender due to a failed delivery attempt that has surpassed the allotted days held at the carrier’s facility, improper or incomplete address will be the responsibility of the customer.