Frequently asked
Questions
RETURN & EXCHANGE
HOW TO RETURN OR EXCHANGE
Please visit our Returns & Exchanges Center and follow the prompted steps to complete the returns process. Once we receive your return, it can take up to 5 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping or gift boxing charges are non-refundable. Heidi Carey monitors customer account and transaction activity. We reserve the right to refuse transactions and orders based on returns or order behavior.
A return item/order received after the 30 days will be refunded to store credit only
All Sale items are final, no returns or exchanges. If you return a non-returnable item/order, you will cover all costs incurred from this transaction and be given store credit.
Gift wrapping and shipping are not refundable.
I RECEIVED MY ORDER AND AN ITEM WAS DAMAGED.
We are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to [email protected] so we can take care of this issue inmedietely. We will follow-up with next steps as soon as possible. Please note that we can’t be responsible for normal wear and tear, such as staining or dye fading.
DO YOU EXTEND THE EXCHANGE/RETURN WINDOW DURING THE HOLIDAYS?
Items purchased as holiday gifts will be accepted for returns or gift exchanges until January 15th, 2024. After January 15th you only be able to exchange or get a gift credit.
HOW MUCH WILL MY RETURN TAKE?
Your exchange or return will take 7-10 business days to process, during holiday season it can take longer.
HAVE MORE QUESTIONS?
SHIPPING
HOW FAST WILL MY ORDER BE PROCESSED?
We process all orders placed before 12PM (on non-holiday weekdays) 1 - 2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on the following holidays:
- New Year’s Eve
- New Year’s Day
- Martin Luther King, Jr. Day
- President’s Day
- Memorial Da
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Eve
- Christmas Day
Orders placed on these days will be processed the following business day. Delivery is dependent on USPS and can be subject to weather delays.
DO YOU SHIP INTERNATIONALLY?
No, unfortunaly we only ship within the USA.
WHAT SHIPPING OPTIONS DO YOU HAVE?
We offer ground shipping via USPS for orders shipping to the contiguous US. Please allow 2-6 business days for arrival. Orders are shipped from Richmond, VA.
WHY IS MY PACKAGE STILL IN TRANSIT?
I wish we could control the shipping outside of our warehouse, there might be delays because of weather or holidays. In your tracking link you will be able to see your packages ETA.
DO YOU OFFER EXPEDITED SHIPPING?
Unfortunately we do not offer expedited shipping because we get disappointed time and time again with delayed overnight and 2-day shipping options.
MY TRACKING NUMBER SAYS MY ORDER IS DELIVERED, BUT I CANNOT FIND IT.
Please reach out to your neighbors and mailman to ask him where he placed your item. I feel confident your purchase will appear; 99% of the time the box is found.
GIFTS
CAN I RETURN A GIFT?
Yes, & Don't worry, the person who purchased the gift will not be notified if you want to make an exchange or return. Please use this link to start your return/exchange your gift and create a label: https://heidicarey.loopreturns.com/#/gift You will need your order number and your Zip code to start the return.
I AM PURCHASING A GIFT, WILL THE PRICE TAG BE ON THE ORDER?
As a default, we do not include any pricing in our packages. If you would like to add a gift message & gift box, you can do so from the product page where you add the gift item to your cart, for an additional $18. Your gift recipient will be able to return and exchange their order here
FIT & SIZING
GENERAL FIT & SIZING VIDEO
IF I ORDER UP, WILL IT BE LONGER?
The lenght between each size it might be only 0.5 inches, the grading really comes in the width of the garment. We recommend taking the correct size from the width.
I AM PETITE, WILL YOUR ITEMS FIT?
At the moment we don't offer petite sizing, if you are closer to 5 feet you will more likely have to shorten items like our classic robe.
ABOUT HEIDI CAREY
WHAT FABRICS DO YOU USE?
MORE ABOUT MY DESIGN BACKGROUND
My love for design was instilled by my mother, an English antique dealer, and my great grandmother, Electra Havermeyer Webb, the pioneering collector of American Folk Art and Founder of the Shelburne Museum.My upbringing, travel, and work experience have always informed my taste and inspired me to create a line of vibrant pieces, full of custom creations. Each of my designs begins as a thought, sketch, or rough arrangement, growing out of a time, place, or memory, and never in reaction to a trend or fad. I design with you in mind, aiming to create a line that classically inspired and effortlessly elegant.
WHERE DO I GET MY INSPIRATION FROM?
I’m always discovering beautiful designs and materials: Wanderlust has brought me into contact with the original and the unknown – with both the great styles of Asia, and the iconic yet ever-evolving fashions of Europe. My travels are the true nourishment for inspiration.
PRODUCT CARE
DO I NEED TO IRON YOUR PRODUCTS?
Most of our products are made from 100% cotton so they do tend to wrinkle. To minimize wrinkles: Wash in warm water (not hot) in a small load on the gentle cycle. Remove from the wash as soon as it’s done, and pull the shape inside-out before hang drying it. Our cotton garments look their best when lightly ironed, especially the scalloping. Our french terry products have 15% polyester so with them being a little strecthy they will maintain the scalloping better.
SHOULD I DRY CLEAN MY ROBES?
Robes can be machine washed, tumble dried and ironed. They have been washed multiple times in the printing process so they will not shrink.
MORE
WHY AM I BEING CHARGED SALES TAX?
As of Jan 1, 2019, Heidi Carey is required to collect sales tax in the below locations according to a recent Supreme Court Ruling. This list is subject to change: California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Wisconsin
WHAT DO I DO IF I AM INTERESTED IN A PRODUCT THAT IS SOLD OUT?
For products that are sold out, please find the 'Notify Me When Available' button on the product pages of our website and add your email address to the waitlist. Once the product is back in stock, you will be the first to know via email.
HOW IS MY CREDIT CARD INFORMATION SAVED?
We do not store any of your credit card information on our website or servers. We use Shopify, one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions.
WHAT IS HEIDI CAREY'S WARRANTY POLICY?
Heidi Carey is committed to the quality of our products with a one year warranty policy. We are happy to handle complimentary repairs for issues resulting in manufacturing defects within this period. If items cannot be repaired, we will replace the item as long as the stock is available. This warranty does not cover normal wear and tear.
If general wear and tear has affected the products’ appearance, we suggest visiting a professional for refurbishment.
Please email the photos of your damaged goods at [email protected]
HOW DOES HEIDI CAREY HANDLE REPAIRS?
Products that are within the one year warranty period are eligible for repairs free of charge. Proof of purchase from Heidi Carey will be required for any repair services. Each case will be dealt with on an individual basis and repairs may take up to 3-4 weeks, excluding shipping time.