Frequently Asked Questions

We’ve rounded up everything you might want to know about HeavenSent - from jewelry care to preorders and returns. If you don’t see your question answered here, reach out anytime at help@heavensentandco.com we’re always happy to help ♡

Jewelry & Materials

What is your jewelry made of?
HeavenSent jewelry is crafted from high-quality stainless steel, one of the toughest and most durable metals in the world. It’s waterproof, tarnish-proof, and won’t change color over time. With minimal care, your pieces will stay looking brand new for years.

Some of our pieces, such as cuffs and some necklace pendants may incorporate other materials, but all hardware and chains are made from stainless steel.

Details for non-jewelry items, including materials and fit, can be found on each product page.

Will my jewelry tarnish or change color?
Nope ♡ All of our stainless steel pieces are waterproof, sweat-proof, and tarnish-proof. You can wear them every day without worrying about fading or discoloration. We recommend wiping your jewelry with a soft cloth occasionally to keep its shine, and storing it in a dry place when not in use.

☆ A Note About Rhinestones ☆
Our stainless steel jewelry uses industrial-grade adhesive to secure rhinestones since stainless steel can’t be molded for prong or bezel settings the same way softer metals can. Over time, especially with frequent wear or exposure to water, heat, or skincare products - it’s normal for some stones to loosen or fall out.

We offer a one-time replacement under our Lifetime Warranty for eligible items, but rhinestone loss is considered normal wear and tear. To help your pieces last, remove them before swimming, showering, or applying products.

Lifetime Warranty

What is the lifetime warranty?
If your item arrives defective or damaged, please contact us within 10 days of delivery at help@heavensentandco.com with your order number and photos of the damaged packaging and/or item so we can make it right. Eligible items will be replaced or issued store credit once inspected.

We stand by the quality of our pieces. Items marked “Lifetime Warranty” in their descriptions (and purchased at full price) are eligible for one repair or replacement (shipping costs may apply).

If the style is no longer available, we’ll offer an alternative or store credit. Lost or stolen items are not covered.

To start a warranty claim, email help@heavensentandco.com.

Apparel & Accessories

How do I find my size?
You can find a detailed size chart on each product page- we always recommend comparing the measurements listed to your own to make sure you get the perfect fit.

*Please note that not all of our hoodies have the same fit! Be sure to check the product description for notes on each hoodie’s specific fit and style.

Do you restock sold-out items?
Sometimes! Many of our drops are exclusive, but if an item is still listed online, you can sign up for restock notifications right on the product page. It helps us see which pieces our community wants back – and if it makes a return, you’ll be the first to know.

How do I wash my HeavenSent clothing?

Hand-wash in cold water whenever possible for longevity.
Lay flat to dry - never hang heavy items while wet to avoid stretching.
Avoid hot water, dryers, or rough handling, which can damage materials and trims.
Never put faux fur items in the dryer! The heat can melt or damage faux fur. Hand-wash cold and lay flat to dry only.
Clothing with studs, grommets, or rhinestone appliqués should be hand-washed and air-dried only. Some stone loss over time is normal and not considered a defect.
Bikinis should be hand-washed in cold water and laid flat to dry.

For the longest lifespan, treat your pieces gently. They’re made to last when cared for with love.

Always refer to the product page for specific care instructions for each style.

Orders & Shipping

Do you ship internationally?
Yes! We ship worldwide from Los Angeles, CA. Shipping rates are weight based and calculated at checkout based on your cart.

What does “preorder” mean?
Preorder items are limited-run pieces that will ship once production is complete.
Orders containing preorder and in-stock items will ship together once all items are ready.

Preorder timelines are estimates and may vary depending on production and transit times. If you’re unable to wait, we recommend placing separate orders for preorder items and in-stock items.

Where’s my package?
If your tracking hasn’t updated in a few days, don’t worry - carriers sometimes miss scans along the way. You can always check your tracking link for the most recent information, or email us at help@heavensentandco.com if you’d like us to take a closer look.

If you haven’t received a tracking email yet, please check the product description for the items in your order — some pieces may be preorders, which means your order will ship once those items are ready ♡

Lost or Stolen Packages
Please make sure your shipping address is secure. HeavenSent isn’t responsible for stolen or misplaced packages once they’re marked “delivered.” If your tracking shows delivered but you haven’t received it, check with neighbors or your local post office.

→ See full Shipping Policy here.

Returns, Exchanges & Refunds

What is your return policy?
Returns and exchanges are accepted within 10 days of delivery for store credit. To be eligible, items must be unworn and in their original packaging. Please note, a 15% restocking fee applies, and customers are responsible for return shipping costs.

→ See full Return Policy here.

Can I cancel or change my order?
Once an order has been placed, we can’t offer refunds or cancellations. If you need to make a change, email help@heavensentandco.com as soon as possible and we’ll do our best to catch it before it’s processed ♡

How do I contact customer support?
Our customer service team is always happy to help ♡ You can reach us anytime at help@heavensentandco.com - we usually respond within 1–2 business days.

About HeavenSent

Are you a small business?
We are! HeavenSent is a small, independently owned business based in Los Angeles, California. We’re a team of four who truly love what we do. Every piece is designed with love and we’re so grateful for our community of HeavenSent Angels. ♡

Is everything designed in-house?
Yes, every HeavenSent piece is designed in-house by our team.

Do you have a store?
Right now we’re online only, but we’re planning in-person events and pop-ups for 2026 - follow us on Instagram @heavensentandco for updates!

How did HeavenSent start?
HeavenSent was founded in 2021 by Sophia Groenendaal. What began as a passion project centered on edgy jewelry, soon evolved into a thriving brand and community – united by a shared appreciation for self-expression, artistry, and innovation.

Based in Los Angeles, HeavenSent is run by a close-knit team of four. Under Sophia’s direction as founder and CEO, every collection is thoughtfully designed in-house. Guided by a deep understanding of the HeavenSent community, the team creates with care, creativity, and a genuine commitment to quality.

Where are your pieces made?
Every HeavenSent design is exclusively designed in-house. If you see our designs elsewhere, they’re imitations.

Our pieces are produced in independently owned, SGS-certified factories that are sweatshop-free. SGS (Société Générale de Surveillance) is a global leader in product and factory inspections, and certification ensures that our partners meet strict standards for ethical labor practices, worker safety, product quality, and environmental responsibility.

Many of our factories also hold additional certifications such as OEKO-TEX Standard 100, BSCI, and more. The majority of our manufacturing partners are based in Hong Kong, where we produce in small batches — making only what we know we can sell. This allows us to prioritize quality, sustainability, and longevity over mass production.

We’re incredibly proud of our production partners and the care that goes into every HeavenSent piece. For more information or specific questions about our materials or manufacturing standards, feel free to reach out to us anytime at help@heavensentandco.com.

Are you hiring?
If you’re interested in joining our team, you can email your resume and a short introduction to apply@heavensentandco.com. - we’d love to hear about your experience, what inspires you, and what kind of role you’re looking for ♡

Other FAQs

Do you offer gift cards?
Yes! You can purchase digital gift cards here.

Can I use multiple discount codes?
Only one code or promotion can be used per order.

Do you offer wholesale?
For wholesale inquiries, reach out to info@heavensentandco.com.

Can I become an affiliate or brand ambassador?
Apply via Shopify Collabs or email apply@heavensentandco.com.

We love working with genuine fans of the brand - people who already wear HeavenSent and share similar aesthetics!

Tip: The best way to get noticed is to post organic content featuring HeavenSent pieces and tag us on Instagram @heavensentandco and @heavensentforeverr - our team regularly reviews tagged content to find new collaborators ♡