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 ♡

Please note: during peak season (November 10th - January 1st) we are unable to change or cancel orders.
Please see all holiday season policies here. Thank you for your understanding.

TO ACCESS OUR RETURN PORTAL, CLICK HERE

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.

Jewelry Warranty & Replacement Policy

We take pride in the quality of our pieces and stand behind the craftsmanship of our jewelry. At the same time, all jewelry is subject to natural wear over time. Please review the policy below for full details on what is covered and how we’re able to help.


Damaged on Arrival
If your item arrives damaged, please email us within 10 days of delivery with:

  • Your order number

  • Clear photos of the item

  • Photos of the packaging only if the box or mailer arrived damaged

Once confirmed, we’ll be happy to replace the item for you.

Requests received outside this 10-day window may not be eligible.

Normal Wear & Tear (Not Covered)
Our jewelry is made primarily from stainless steel and other durable materials intended for everyday wear. Our stainless steel jewelry is designed for everyday wear and is waterproof, rust-resistant, tarnish-resistant, and will not turn your skin green under normal use.

That said, while the material itself is highly durable, stainless steel jewelry is still subject to mechanical wear over time.

The following are considered normal wear and tear and are not covered under warranty:

  • Rhinestones loosening or falling out over time

  • Chain breakage due to tension, snagging, or pulling

  • Hinges, clasps, or earring posts loosening with repeated use

  • Pendants or charms detaching due to force

A Note About Rhinestones
Stainless steel cannot be molded for prong or bezel settings like softer metals, so rhinestones are secured using industrial-grade adhesive. Over time, especially with frequent wear or exposure to water, heat, or skincare products, stones may loosen or fall out. This is considered normal wear.

Due to the nature of fashion jewelry, these issues can occur with regular use and are not covered under warranty.

Replacement Policy (Current Orders)

For orders placed after our warranty update, February 10th, 2026, we no longer offer a lifetime replacement guarantee.

If you experience an issue, we’re always happy to review it and help where possible.

To request warranty support, please email us with:

  • Your order number

  • Clear photos of the item showing the issue

  • A brief explanation of what happened

Once we receive this information, our team will review the request and follow up with next steps. Depending on the situation, support may include a repair, replacement, or replacement option.

Lifetime Warranty (Previous Purchases)
If you purchased your item when our Lifetime Warranty was listed on our site, that coverage still applies to your order.

  • Each eligible item qualifies for one (1) replacement

  • The original item must be returned to us

  • Customers are responsible for shipping costs

  • Replacements are subject to current inventory availability

This legacy coverage applies only to purchases made during the period when the Lifetime Warranty was listed on our site.

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.

AS OF 2/17/2026, WE NOW SHIP DDP (DELIVERY DUTIES PAID). ALL CUSTOMS AND DUTIES ARE NOW PAID UPFRONT AT CHECKOUT. 

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. 

Orders that are lost or misdelivered due to address errors are not eligible for refunds. If a package is returned to our warehouse, it will be processed as a return, and store credit will be issued minus a $3 restocking fee.

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. If you selected Checkout+, returns are free. If not, customers are responsible for return shipping costs. Please note, a $3 restocking fee per item applies.

→ 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 ♡ Once an order has begun processing, we are unable to make changes. During sales, new drops, and peak season (holidays) we are generally unable to alter orders in any way, so please triple check all order details before placing. 


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 help@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 ♡