FAQ

1. How long does shipping take? Orders are typically processed within 1–3 business days. Standard shipping then takes 7–15 business days to arrive, depending on your location and the item ordered. Some pieces ship from our overseas warehouse and may take up to 21 business days. You'll receive a tracking number via email as soon as your order ships.

2. Where do you ship? We currently ship worldwide, with delivery times varying by region. Shipping costs are calculated at checkout based on your location and order size. If you don't see your country at checkout, send us an email and we'll do our best to make it work.

3. How can I track my order? Once your order ships, you'll receive a confirmation email with a tracking number and link. You can also track your order anytime by logging into your account on our website. If your tracking hasn't updated in over a week, reach out and we'll look into it for you.

4. What is your return and exchange policy? We accept returns on unused, unworn items in original condition within 14 days of delivery. To start a return, email us at hi@heavenly-collective.com with your order number. Please note that customers are responsible for return shipping costs, and original shipping fees are non-refundable. Final sale items cannot be returned.

5. What if my item arrives damaged or I receive the wrong item? We're so sorry! Please email us within 48 hours of delivery with your order number and clear photos of the item and packaging. We'll send you a replacement or full refund right away — no return needed for damaged items.

6. Do you offer refunds? Yes. Once we receive and inspect your returned item, refunds are processed back to your original payment method within 5–10 business days. You'll get an email confirmation once your refund is on its way. Please note that depending on your bank, it can take a few extra days for the refund to appear on your statement.

7. Can I cancel or change my order? We process orders quickly, so we can only make changes or cancel an order within 12 hours of purchase. After that, your order is already on its way to fulfillment and can't be modified. If you need to make a change, email us as soon as possible and we'll do our best.

8. What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are securely processed and your payment information is never stored on our site.

9. How do I contact customer support? The fastest way to reach us is by emailing hi@heavenly-collective.com — we typically respond within 24 hours, Monday through Friday. You can also send us a DM on Instagram or use the contact form on our website. We love hearing from you!