At Heritage, we take immense care in packaging your handmade garments to ensure they arrive in perfect condition. However, we understand that sometimes damage can occur during transit. This policy outlines the steps we will take to resolve the situation if your order arrives damaged.
What is Considered “Damaged”?
A “damaged” item is one that has sustained visible harm during shipping that affects its aesthetic or functional value. This includes, but is not limited to:
- Torn fabric or seams.
- Irremovable stains or soiling caused during transit.
- Broken or missing decorative elements (e.g., beads, sequins, buttons).
- Water damage that has ruined the garment.
Please note: Minor loose threads or slight wrinkles from packaging are not considered damage and can be easily addressed at home.
What To Do If Your Item Arrives Damaged
1. Inspect Immediately:
Please inspect your order immediately upon delivery.
2. Contact Us Within 48 Hours:
You must notify us of any shipping-related damage within 48 hours of receiving your delivery. Please contact us at contact@heritage-ma.com with the subject line “Damaged Item – [Your Order Number]”.
3. Provide Evidence:
To help us process your claim quickly, please include the following in your email:
- Your order number.
- A clear description of the damage.
- 2-3 clear photographs of the damaged area(s).
- 2-3 clear photographs of the packaging the item arrived in (this is crucial for our claims with the shipping carrier).
How We Resolve Damaged Item Claims
Once we receive and review your claim, we will guide you through the simplest and fastest resolution. Our goal is to make this right for you.
- Replacement: We will typically prioritize shipping you a new, identical replacement item free of charge as soon as possible. This is our standard solution.
- Refund (If Replacement is Not Possible): If a replacement is not available, we will issue a full refund (including any shipping costs) to your original payment method.
Upon our approval, we will provide you with a prepaid shipping label to return the damaged item to us.
Important Notes
- We reserve the right to refuse a damaged item claim if we do not receive notification within the 48-hour window or if the required photographs are not provided.
- This policy applies only to damage that occurred during shipping. It does not cover damage caused by wear or after the customer has taken possession of the item.
Contact Us
For all damaged item claims and questions, please contact our dedicated support team:
contact@heritage-ma.com