How do I place an order?
You may select the desired product and ADD TO BAG. You can continue shopping, or VIEW BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.
How fast will my order be processed?
We process all orders placed before 12PM (on non-holiday weekdays) 1 - 2 business days after the order is placed. Please note that we do not process, ship or deliver orders on Saturdays, Sundays or on the following holidays:
- New Year’s Eve
- New Year’s Day
- Martin Luther King, Jr. Day
- President’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Eve
Orders placed on these days will be processed the following business day. Delivery is dependent on USPS and can be subject to weather delays.
Why am I being charged sales tax?
As of Jan 1, 2019, Heidi Carey is required to collect sales tax in the below locations according to a recent Supreme Court Ruling. This list is subject to change:
California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Wisconsin
What do I do if I am interested in a product that is sold out?
For products that are sold out, please find the 'Notify Me When Available' button on the product pages of our website and add your email address to the waitlist. Once the product is back in stock, you will be the first to know via email.
I received my order and an item was damaged.
We are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to firstname.lastname@example.org We will follow-up with next steps as soon as possible. We will work with you to determine the best resolution and may ask to see a product in person before making a decision. Please note that we can’t be responsible for normal wear and tear, such as staining or dye fading.
My order is a gift. How do I include a gift receipt?
As a default, we do not include any pricing in our packages. If you would like to add a gift message or gift box, you can do so from the product page where you add the gift item to your cart, for an additional $10.
How is my credit card information saved?
We do not store any of your credit card information on our website or servers. We use Shopify, one of the most reputable and secure payment processors available on the web, for processing all of our online credit card transactions.
What shipping options do you have?
We offer free ground shipping via USPS for orders shipping to the contiguous US. Please allow 2-6 business days for arrival. Orders are shipped from Burlingame, CA.
My tracking number says my order is delivered, but I cannot find it.
If your package has not arrived on the desired delivery date, please use the link provided in email to track. In addition, we recommend checking with your neighbors to see if they accidentally received your package. It can take up to two weeks to replace lost merchandise while we investigate with USPS.
What is your return policy?
You can find all the details about our return policy here. We accept returns of unused and unworn products within 30 days of shipment of your order. Heidi Carey will take care of the shipping for orders returned for merchandise credit. If you would like a refund on the original payment method, we will charge $10 for the shipping fee. If we receive a return and it has been worn or damaged, we can only offer partial credit. Damaged product may also be sent back to the customer.
Items purchased as holiday gifts will be accepted for returns or gift exchanges until January 31st, 2021.
How do I make a return?
Please visit our Returns & Exchanges Center and follow the prompted steps to complete the returns process. Once we receive your return, it can take up to 5 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping or gift boxing charges are non-refundable.
Heidi Carey monitors customer account and transaction activity. We reserve the right to refuse transactions and orders based on returns or order behavior
What is your exchange policy?
Please visit our Returns & Exchanges Center.
Initiate a Return following links provided and, select for exchange. Once your return is processed, you will receive an email confirmation that the credit is in your account. You can then place an order for the desired item.
What is Heidi Carey's warranty policy?
Heidi Carey is committed to the quality of our products with a one year warranty policy. We are happy to handle complimentary repairs for issues resulting in manufacturing defects within this period. If items cannot be repaired, we will replace the item as long as the stock is available. This warranty does not cover normal wear and tear.
If general wear and tear has affected the products’ appearance, we suggest visiting a professional for refurbishment.
How does Heidi Carey handle repairs?
Products that are within the one year warranty period are eligible for repairs free of charge. Proof of purchase from Heidi Carey will be required for any repair services. Each case will be dealt with on an individual basis and repairs may take up to 3-4 weeks, excluding shipping time.
How should I care for my necklaces?
All necklaces are hand-knotted with the finest silk string. While silk holds color beautifully and has a luxurious and rich look, it will stretch if left hanging for too long. I recommend storing necklaces flat or in the suede bags they come in. Pendants and tassels can be fragile, best not to drop them or get them wet.
Should I dry clean my robes?
Robes can be machine washed, tumble dried and ironed. They have been washed multiple times in the printing process so they will not shrink.
What is the best way to clean cashmere?
We recommend machine or hand washing. Turn your cashmere inside out before washing, use the gentlest possible cycle and add a detergent that rinses clean and does not contain any dyes. Cashmere is quite delicate, and hand washing helps prevent damage. Mix a mild detergent or a baby shampoo with cool or lukewarm water, and let your sweater soak for about five minutes before rinsing clean. To dry, lay the wet cashmere on a towel on a flat surface. Don’t wring it out—that can cause the fibers to stretch. Instead, carefully roll up the towel and cashmere item together (like a jelly roll), starting from the end closest to you. This will gently squeeze out any excess water.
Unroll the towel and lift the item off, carefully bringing it back to its original shape. Lay it flat on another dry towel to let it air dry completely.
What can I do if my Cashmere pills or stretches?
Unfortunately all cashmere will pill over time, shorter fibers break and for the pills. I include a pill comb with every purchase. Lightly comb from face of garment being careful not to apply too much pressure. As a natural fabric cashmere will stretch a tiny bit over time, storing folded rather than hanging will help.