Shipping policy
PROCESSING TIME:
Orders are typically processed within 1 business day (same or next day). During sales, new drops, or high-volume periods, please allow up to 3 business days for processing.
SHIPPING TIME:
Delivery times depend on your location. Most orders arrive within the estimated timeframe shown at checkout. Please note that these estimates do not apply to orders containing preorder items.
Carriers may occasionally experience delays, especially during holidays or peak seasons. If you have any questions about your shipment, please reach out to us at help@heavensentandco.com and we’ll be happy to help. ♡
PREORDER ITEMS:
Orders containing preorder items will ship together once all items in the order are available.
Preorder timeframes are estimates and may vary slightly based on production and transit times. If you’re unable to wait, we recommend placing separate orders for preorder and in-stock items.
LOST PACKAGES:
While we are not responsible for packages lost in transit, we will do everything we reasonably can to help locate your shipment and assist with the carrier’s claims process when applicable.
If your tracking has not updated for several days, please reach out to us at help@heavensentandco.com so we can look into it.
If Checkout+ was added to your order, your shipment may be eligible for coverage. Eligible claims can be submitted through our claims portal. Please note that Checkout+ coverage does not apply to orders where an incorrect or incomplete shipping address was provided at checkout.
CUSTOMS & DUTIES (INTERNATIONAL ORDERS)
As of 2/17/2026, we ship DDP (Delivery Duties Paid).
All customs duties and import taxes are now paid upfront at checkout.
For orders placed before 2/17/2026:
International orders may have been subject to customs fees or import taxes determined by the destination country. These charges are assessed by local customs authorities and are outside of our control, so we are unable to collect or refund them.
Please note that orders refused due to unpaid customs fees, or packages that go unclaimed and are returned to sender, do not always make it back to our warehouse. If a package is not successfully returned to us, it is not eligible for a refund or store credit.
INCORRECT OR INCOMPLETE ADDRESS
Please carefully review your shipping address before placing your order. We are not responsible for packages that are lost, delayed, misdelivered, or returned due to an incorrect or incomplete address provided at checkout.
If you notice an error in your shipping address after placing an order, please email us immediately at help@heavensentandco.com with the subject line “ADDRESS CHANGE – ORDER #_____”.
While we’ll do our best to assist, our fulfillment team begins processing orders very quickly, and we cannot guarantee that changes can be made once processing has started.
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.
DELIVERED PACKAGES / THEFT
To help ensure your order arrives safely, please use a secure delivery address as refunds are not issued for packages marked as “delivered” by the shipping carrier. HeavenSent is not responsible for stolen or misplaced packages once delivery has been confirmed.
If your tracking shows “delivered” but the package hasn’t arrived, please:
- Check with neighbors or building management in case it was left nearby.
- Check your tracking link to confirm which carrier delivered your package, then contact their local office. They can often verify the delivery location or help locate the package.
- Allow 1- 2 business days, as carriers sometimes scan packages as delivered before actual arrival.
If the package still cannot be located, please contact us at help@heavensentandco.com and our team can provide guidance and assist with the claims process if eligible.
If you added Checkout+ at checkout, your package may be covered. You can head to our claims portal to start a claim.
Please note: Checkout+ coverage does not apply if an incorrect or incomplete shipping address was entered at checkout.
ORDER CANCELLATIONS
Once an order has been placed, we are unable to guarantee cancellations or refunds. f 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 ♡
Please note: we process orders very quickly, and during busy seasons, sales, or new drops, it’s very unlikely that we’ll be able to intercept or modify an order before it ships.
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
Please refer to our Refund Policy for additional information regarding EU withdrawal rights and applicable exceptions.
ORDER ADDITIONS
If you request to add items to an existing order, the order will ship once any additional invoice has been paid in full.