Refund policy

We always want you to LOVE your HeavenSent pieces ♡

If something isn’t quite right, here’s everything you need to know about returns.

EU Customers: If you are located in the European Union, additional cancellation and withdrawal rights may apply under EU consumer protection laws. Eligible EU customers may exercise these rights through our EU Withdrawal Form:
https://www.heavensentandco.com/apps/widerruf


RETURN POLICY
Returns are accepted within 10 days of delivery for store credit only. To start a return, please go to our return portal here.

Please note: We encourage you to double-check our size charts and product descriptions before purchasing to help ensure your items are a perfect fit for you. If you need any assistance with sizing, email us at help@heavensentandco.com ♡

If you purchased with Checkout+ (US Only):

  • Return shipping is free

  • Your order is protected if it’s lost, damaged in transit, or delivered incorrectly

  • You can start a return anytime through our returns portal

If Checkout+ was not selected:

  • Return shipping costs are not included

  • Your order does not include shipping protection

  • You can start a return anytime through our returns portal

Please note: Once you’ve selected Redo coverage, it cannot be removed after the order is placed.

REQUIREMENTS:

  • Items must be in original packaging and unworn.

  • If Checkout+ was not selected, the customer is responsible for return shipping costs.

  • Once we receive and inspect your return, store credit will be issued (minus a $3 restocking fee per item and original shipping costs).

  • Returns shipped after the 10-day window will be returned to sender.

  • An inquiry must be filed with the carrier for misdelivered packages to be eligible for replacement. Reach out to us at help@heavensentandco.com and we’ll be happy to help with this.

EXCEPTIONS:

  • For health and hygiene reasons, earrings, socks, body jewelry, boyshorts, bikini bottoms, and one-piece swimsuits are not eligible for return, except where required by applicable law.

  • Final Sale items ordered with Checkout+ include package protection for loss, misdelivery, or damage in transit. This does not change the final sale status of these items, and they remain ineligible for return or exchange.

  • All items purchased with a discount code greater than 10% are final sale.

  • Sale items (including sitewide or promotional events) are final sale.

  • Items returned without original packaging will have an additional $3 deduction from store credit.

  • Items misdelivered due to an incorrect address provided by the customer are not covered.

All returned merchandise is subject to inspection upon receipt. If an item appears worn, washed, altered, damaged, or otherwise not in its original condition, we reserve the right to refuse the return.

NON-RETURNABLE ITEMS
For sanitary and hygiene reasons, earrings, body jewelry, socks, boyshorts, bikini bottoms, and one-piece swimsuits are not eligible for return, except where required by applicable law.


DEFECTIVE OR DAMAGED ITEMS
Please reach out to us at help@heavensentandco.com within 10 days of delivery. Please include your order number along with photos of the defect or damage, and we’ll be happy to assist. ♡

CANCELLATIONS & ORDER CHANGES
Once an order has been placed, we are unable to guarantee cancellations or refunds.

Customers located in the European Union may have additional cancellation and withdrawal rights. Please see the “EU Customers – Right of Withdrawal” section below or submit a request through our EU Withdrawal Form: https://www.heavensentandco.com/apps/widerruf

ORDER CHANGES
If you need to make a change to your order, please contact help@heavensentandco.com as soon as possible. While we cannot guarantee adjustments after an order has been submitted, our team will do everything we can to catch it before it enters processing.

INCORRECT ADDRESS:
Orders that are lost, delayed, or misdelivered due to an incorrect shipping address provided by the customer 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 any applicable restocking fees.


PRICE ADJUSTMENTS:
Discount codes must be applied at checkout and cannot be added, adjusted, or applied retroactively after an order has been placed. This includes requests for partial refunds based on forgotten, expired, or otherwise unused discount codes.

Additionally, we do not offer price adjustments or partial refunds for orders placed before or after a sale, promotion, discount, or pricing change. Orders are only eligible for the discounts and promotions active at the time of purchase.


EU CUSTOMERS – RIGHT OF WITHDRAWAL
If you are located in the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason, pursuant to Directive 2011/83/EU of the European Parliament and of the Council on Consumer Rights.

HOW TO WITHDRAW
To exercise your right of withdrawal under Article 11 of Directive 2011/83/EU, please submit your request here within the 14-day withdrawal period:
https://www.heavensentandco.com/apps/widerruf

RETURN SHIPPING COSTS
In accordance with Article 14(1) of Directive 2011/83/EU, you are responsible for the direct cost of returning goods to us.

EXCEPTIONS
Pursuant to Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to goods that are not suitable for return due to health protection or hygiene reasons once they have been opened, unsealed, used, worn, or where hygiene liners, protective coverings, or other hygiene protections have been removed, damaged, or altered after delivery.

REFUNDS
In accordance with Article 13(1) of Directive 2011/83/EU, we will issue your refund within 14 days of receiving your withdrawal request or, if later, within 14 days of receiving the returned goods.

All returned items are subject to inspection upon receipt. We reserve the right to deny refunds for items that are returned in a condition that is inconsistent with the requirements outlined above or otherwise permitted by applicable law.