Return Policy

Starting online returns is easy  

  • Enter your email address and order number to strat.
  • Go to your order history, select the order and items you want to return or exchange and follow the instructions, 
only 4 steps complete the returns request and submit. 
  • Once your request is approved, you will get email updates notifications with shipping guidelines.

What items are returnable?（eligible for returns）  

  • 30-day return policy, which means you have 30 days after receiving your item to request a return. 
  •  In unused and resellable items, or defective items. 
  •  In the original packaging with all the tags intact. 
  • You’ll also need the receipt or proof of purchase.  

What items and exceptions are non-refundable?  

  • Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 
  • Gift cards. 
  • Discounted items (if applicable).  

Damage, loss, or theft issues  

  • If the purchased product is faulty, reach out to us within 7 days of the delivered date. 
  • If the purchased product is loss, or theft, Please collect evidence and contact us immediately.  

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, we allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you. 

Refund solutions  

  • Refund to your store credit.

How soon will I get my refund?  

  • The refund to the store credit is immediate. once the item is shipped and checked by our team.
  • If you are a VIP customer, the refund is executed immediately after the return request is reviewed and approved.
  • If more than 15 business days have passed since we’ve approved your return, please contact us at HeavenSentfulfillment@gmail.com.

 

Can I exchange items?

Yes you can exchange items.

 

Return costs and refund details:


We do not cover the shipping cost of returns, and do not offer pre paid return labels. The shipping cost will be covered by the buyer. Refunds will be made as store credit and a gift card with the refunded amount will be emailed to you. No refunds will be processed to the original payment method.


Additional Information on HeavenSent Return Policy? 

  • Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear, and returned in their original packaging.
  • Items must be free of stains, makeup, deodorant, or wear.
  • All returns must include an order packing slip or return invoice from Online Return Centre that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
  • When sending back items from multiple orders, you must fill out an order packing slip for each applicable order.
  • All returns are refunded via store credit in the form of a HeavenSent E-Gift Card.
  • We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
  • Returns are processed within 5-7 business days after your item(s) are delivered to us.
  • Damaged, defective, or incorrect items must be reported within 3 days of delivery.
  • Return drop-offs are not accepted at our corporate office.
  • In the rare case returns are accepted after the 30 day return time frame the customer will only be refunded in the form of in-store credit - no exceptions.


 

Reserved Rights Regarding Returns:

We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

  • An irregular or excessive returns history indicative of "wardrobing;"
  • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
  • Potential fraudulent or criminal activity.

Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.