Frequently asked
Questions
RETURN & EXCHANGE
What is your Return & Exchange Policy?
Return & Exchange Policy:We will gladly accept returns or exchanges within 30 days of purchase as long as they are in original condition (unworn, unwashed). Simply visit to our Returns & Exchanges Center to begin the process. Returns received after the 30 day window will be refunded as store credit. No returns will be accepted after 60 days.Sale items, shipping and handling costs, and/or gift wrapping costs cannot be returned or exchanged. If a return is received and the garment has been worn, washed, or damaged, we can only offer partial store credit. During the holiday season return policy is extended until January 6th. Heidi Carey monitors customer account and transaction activity. We reserve the right to refuse order transactions when suspected fraudulent purchases are made.
How do I request a Return or Exchange?
We're happy to help you start the return process from our website Returns & Exchanges Center.Begin by entering your Email or Zip Code and your Order Number or Tracking Number. Click "Find Order" to continue to the next step. If you can't locate your Order Number, click on "Can't find order number" and enter your email address to receive a temporary login link.Once your Return or Exchange is created, you'll receive a return shipment label and further instruction by email.
How long will it take to process my refund?
Allow up to 5 business days for your refund or credit to full process. An email confirmation will be sent to let you know that the refund has been processed.
Do any stores carry your products?
Right now, Heidi Carey is only available online.
Can a gift be returned or exchanged?
Yes, gifts can be returned or exchanged within 30 days of purchase as they are in original condition (unworn, unwashed). The person who purchased the gift will not be notified of an exchange or return. Visit our Returns & Exchanges Center to begin the process.* Returns received after the 30 day window will be refunded as store credit.
My order was damaged during shipping, what can I do?
We are happy to help with damaged items. We request that you contact our Customer Care team to submit photos and a brief description of the damage. We'll also need your order number and your shipping information so that we can best resolve your issue. Note that we can’t be responsible for normal wear and tear, such as staining or dye fading.
Payment & Shipping
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, and Amazon Pay.
Do you charge 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
Is my credit card information saved?
No, we don't 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 shipping options do you offer?
Once an order is placed, it typically takes 1 - 2 business days to dispatch (excluding holidays and weekends). We do not dispatch orders on Saturdays, Sundays or the following holidays:New Year’s EveNew Year’s DayMartin Luther King, Jr. DayPresident’s DayMemorial DayIndependence DayLabor DayThanksgiving DayChristmas EveChristmas DayOrders placed on these days will be dispatched the following business day. Delivery times may vary and depend on USPS and potential weather delays.
Do you ship internationally?
We only ship within the United States at this time.
How long will it take for my order to process?
Once an order is placed, it typically takes 1 - 2 business days to dispatch (excluding holidays and weekends). We do not dispatch orders on Saturdays, Sundays or 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 dispatched the following business day. Delivery times may vary and depend on USPS and potential weather delays.
Order & Product Information
How long will it take to restock an item that is sold out?
We've got you covered! 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.
What if I need to change my order?
We're unable to change orders once they have processed. If a mistake has been made, contact Customer Care and we'll do our best to resolve any order changes.
Why can't I use multiple discount codes?
Our promotional discount codes cannot be combined in one order. If you have multiple codes, please choose the code you want to use that provides you with the best discount.
Do you offer gift wrapping?
Yes, we do! If you would like to add a gift message & gift box, you can do so from the product page when adding the gift item to your cart.
Will a gift order have price tag(s) attached?
We do not place price tags on Heidi Carey items. Gifted items can be returned or exchanged using the Returns & Exchanges Center.
How can I track the status of my order?
For your convenience, you will receive an email with your order confirmation and a separate email with tracking number details once your order has shipped. For further questions, contact Customer Care. Orders are shipped from Richmond, VA and may take anywhere from 2 - 6 business days to be delivered. Occasionally, shipping delays can occur due to weather, or other unforseen factors.
What if my order status is “Delivered” but I haven’t received it?
We understand how frustrating missing packages can be. There are times that tracking is updated to a "Delivered" status, but may actually be delayed 1-2 days. Be sure to check with your local post office, mail carrier, or secondary delivery location (neighbors too). If you haven't located or received your package within 3 business days, Customer Care can look into the matter further.
What general sizing and fit information do you provide?
If I order a size-up, will the item length be longer?
The length 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.Video
Are your items petite-friendly?
At the moment we don't offer petite sizing, if you are closer to 5 feet tall, you will more likely have to shorten/tailor items such as our Classic Robe. For ladies shorter than 5'4", we recommend the slightly shorter Kimono robe style.Video
What fabrics are used to make your garments?
Product Care & More
What is the best way to wash and care for my garment?
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. 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 stretcthy they will maintain the scalloping better.
Do Heidi Carey robes need to be ironed or dry cleaned?
About Dry Cleaning: All our cotton garments can be dry cleaned. Dry cleaning after first use can be effective for setting colors. Our products are designed for ease of use so dry cleaning is never required, but optional if you like.
How 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 hanging. Our cotton garments look their best when lightly ironed, especially the scalloping.
Best Alternative to Ironing: We do believe our cotton or linen garments look their best when ironed – especially the scalloping – but we understand many don’t enjoy ironing the same way we do. If ironing is not possible, we recommend getting a handheld steamer to remove wrinkles. Steaming takes just seconds, and every item in your wardrobe will benefit from its use. Our french terry products have 15% polyester so with them being a little strecthy they will maintain the scalloping better.
What is the Heidi Carey Warranty Policy?
Our Product Warranty: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.Contact Customer Care and provide photos of any defects.
How are garment repairs handled?
Products that are within the one year warranty period are eligible for repairs at no 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.
How can I learn more about Heidi and her 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.Read more on my Blog by clicking here.
Where does Heidi get her 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. Read more on my Blog by clicking here.
Additional questions?
HAVE MORE QUESTIONS?
Email us at heidicarey@heidicarey.com