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Shipping and Delivery
Please carefully read all shipping information. If you do not find the answer to your question below please direct any questions to customerservice@heavenlyundies.com
Free Shipping
To activate Free Shipping on your order, you must complete the following:
1. Upon Checkout, enter your City, State and Zip Code in the Shipping Calculator located below the discounts code box
2. Click on Get A Quote
3. Enter FREESHIP into the discounts code box.
4. Click on the Apply coupon button
5. You should now see a red check mark at the top of the screen that says “Coupon code "FREESHIP" was applied successfully”
6. When you scroll down to choose your free shipping option, make sure you select the shipping option under Free Shipping (Economy 3-7 days) for $0.00
Free Shipping only applies for orders over $79.00 and is only valid for the 48 contiguous states. ONLY one coupon code is valid per order, so if you are trying to also use another coupon, the FREESHIP will not work.
Please contact customer service at 1-866-472-5262 if you experience any issues with your free shipping.
Shipping Info Within The United States
Merchandise will ship via FedEx. http://www.fedex.com). You must use a valid street address for the shipping address because
FedEx will NOT make deliveries to a P.O. Box (P.O. Boxes will be shipped via US Postal Service). Most FedEx Ground shipments are processed within 24 hours of your order being placed. Many orders are fulfilled the same day, weekends and holidays are not included. For your convenience you will not be charged an additional shipping fee for any backordered items (items temporarily out of stock) that are shipped at a later date.
FedEx does not deliver packages on Sunday and Monday for Home Delivery packages. For example, a order that is shipped on Thursday and it is normally a 2 day transit, will be delivered on Saturday. If it is shipped on Thursday and it is normally a 3 day transit, it will be delivered on Tuesday.
For commercial addresses, FedEx Ground will only deliver Monday-Friday. For example, if it is shipped on Thursday and it is normally a 2 day transit it will be delivered on Monday.
Air Shipments/FedEx Standard or Priority Overnight & Second Day Air Shipments (within the U.S.)
Deliveries for Express are Monday-Friday only, unless requested to be delivered on Saturday with an additional $15.00 surcharge. For example a Fedex 2nd Day Air package ordered after 1:00pm EST on Thursday, assuming it's in stock, will ship Thursday and be delivered on Monday NOT on Saturday. Likewise, a Next Day Air shipment ordered on Friday after 1:00pm EST will be delivered on Monday NOT Saturday.
We make every effort to process all Next Day Air and 2nd Day Air orders received by 1:00 P.M. EST the same day they are received. This does not include weekend or holiday orders. For your convenience you will not be charged an additional shipping fee for any backordered items (items temporarily out of stock) that are shipped at a later date. These items will NOT be shipped via air as the initial order was shipped, they will be sent via FedEx Ground.
International Shipping Information
We currently use FedEx International Priority or USPS (United States Postal Service) Priority Mail International for all shipments. For your convenience you will not be charged an additional shipping fee for any backordered items (items temporarily out of stock) that are shipped at a later date. All shipping charges are calculated in US dollars and are subject to change. For large, multiple item orders and oversized products we reserve the right to increase shipping cost based on size and weight of items ordered. For International orders gift boxes may be removed without notice based on size restrictions as multiple gift boxes causes the order to be classified as oversized and therefore cost prohibitive to ship.
If you would like a different shipping method to be used for an international shipment, please contact customerservice@heavenlyundies.com before placing the order.
Duties and Taxes
There may be duties and taxes imposed on your order which are not reflected in our prices. Please check with your local Customs office to obtain a list of those charges. In addition to this some countries may charge an additional handling fee for delivery within that country.
APO/FPO Shipping
We ship APO/FPO through USPS (United States Postal Service) for standard size orders (1-3 items). All larger orders or orders that contain several gift boxes will be assessed a minimum surcharge of $6.00 to cover the additional costs. For APO/FPO orders gift boxes may be removed without notice based on size restrictions as multiple gift boxes causes the order to be classified as oversized and therefore cost prohibitive to ship.
Returns
In the event that you need to return merchandise, you must do so within 30 days of the invoice date. We’re happy to exchange, provide credit toward a future purchase or credit your credit card if returned within this timeframe. After 30 days, all sales are final. We require that merchandise be returned in its original condition (unworn, unused, unwashed) and that you include a copy of the invoice/packing slip with your return. Items returned without Return Authorization, past 30 days, or not in original condition will be returned to customer at customer's expense. We are not responsible for shrinkage or bleeding as a result of washing your item(s). All lingerie, candles, bath & body products, food items, and gift boxes – no returns, no exchanges (sorry, no exceptions). All Final Sale items are final sale (no returns, no exchanges). Credits to credit cards take approximately 14 days to process from the time the return is received. We reserve the right to charge 15% restocking fees for large or commercial order returns. Exchanges: On exchanges, a $5.00 flat rate* shipping charge will be applied to your order to ship the package back. Please complete the back side of your packing slip for an exchange.
**NEW Return Shipping Labels
You may use our automated system to generate a return shipping label for your return or exchange. If you have an account, login and click on the RMA tab in the left-hand column of the My Account page, then click the "Request RMA" link at the upper-right. If you checked out as a Guest, you may click on the Request RMA link located at the bottom of the home page. Please follow the instructions to generate your shipping label. When you use the return label provided, we'll deduct a flat fee of $7.00 from your order refund for return postage.
Instructions for Orders with an Account:
1. Log into your account (If you do not have an account and you checked out as a guest, please see instructions below)
2. View your order that has the product(s) you would like to return or exchange
3. At the top right hand corner of the screen (under the search bar), click on Request RMA
4. Remove any items that you will not be returning or exchanging
5. Choose from the drop downs- if the package was opened and if you would like a replacement or a refund
6. Read the RMA information and check the confirm box below.
7. Click Submit Request (Your RMA will be automatically approved and you will be navigated to the next page)
8. Click on the Print Label link located on the top right of the page (under the purple box stating your RMA was approved
9. Complete the Return Shipper Information section with your address information.
10. Enter your RMA number (displayed above) and the reason for your return in the Billing Details section
11. Please select your preferred return label type in the Package and Shipment Details section. (Declared value is optional)
12. Once you print the label, you will need to either drop the package anywhere FedEx is picked up OR you can call 888-777-6040 to schedule a pickup for the package. (Make sure you have the label with you when you call for a pick-up).
Instructions for Orders without an Account (Guests)
1. Go to the Request RMA link at the bottom of the page and enter your order Id and email address from the order
2. Click on the submit request button.
3. From the drop down list, choose the order that includes the item you wish to return / exchange
4. Remove any items that you will not be returning or exchanging
5. Choose from the drop downs - if the package was opened and if you would like a replacement or a refund
6. Read the RMA information and check the confirm box below.
7. Click Submit Request (Your RMA will be automatically approved and you will be navigated to the next page)
8. Click on the Print Label link located on the top right of the page (under the purple box stating your RMA was approved
9. Complete the Return Shipper Information section with your address information.
10. Enter your RMA number (displayed above) and the reason for your return in the Billing Details section
11. Please select your preferred return label type in the Package and Shipment Details section. (Declared value is optional)
12. Once you print the label, you will need to either drop the package anywhere FedEx is picked up OR you can call 888-777-6040 to schedule a pickup for the package. (Make sure you have the label with you when you call for a pick-up).
If you need any additional help, please contact Customer Service at 866-472-5262 or customerservice@heavenlyundies.com.
If you choose not to use our automated system, please contact us for a return authorization number, as no returns will be processed without one. Please e-mail us at customerservice@heavenlyundies.com for a return authorization number. This number must be on the outside of the box in order for your return to be accepted. All returns/exchanges need to be prepaid and mailed to the address below. On exchanges, a $5.00 flat rate* shipping charge will be applied to your order to ship the package back. Sorry, we do not provide refunds/credits for shipping/handling charges on returns.
Please return merchandise, via insured mail USPS, UPS, or FedEx, with the return authorization number on the outside and the return/exchange form inside the package to: 1840 Airport Exchange Blvd #130, Erlanger, KY 41018.
All gifts purchased between the dates of 10/15 and 12/31 may be returned by 1/31 for refund or exchange (as long as the product is in original condition – unworn, unused, and unwashed).
PLEASE NOTE: All Final Sale merchandise is Final Sale, NO RETURNS, NO EXCHANGES. Gift boxes cannot be returned.
If you have any questions about our return policy, please contact us at customerservice@heavenlyundies.com
*Within the continental US only. Standard rates apply on all exchanges shipped outside continental US
