customer care
Thank you for purchasing this item from HEIR. Your garment was hand made in Vancouver, Canada by master craftspeople. This item has been carefully quality controlled and packaged with care. Please note that the occasional irregularities and variations in the weave and colour of the fabric should not be regarded as defects. They are characteristic of the fine yarns which give this material its beauty and texture. Please review each items tag for unique care instructions. Dry Clean only & do not pull at any loose threads.
Delivery Timelines
- All orders are cut and sewn to order. We do not keep inventory.
- Average delivery window is 4-6 weeks.
- Customers will be contacted with an estimated delivery date after an order has been placed. We will also advise of any possible delays at this time.
- If your required delivery is less than the quoted delivery window a rush can sometimes be accommodated. Please contact us directly at inquiries@heirvancouver.com to discuss a possible rush delivery option.
Shipping, Customs & Sales Tax
- We provide FREE standard shipping for orders over $500.
- Shipping fee is calculated at time of purchase and is dependent upon product size, priority level and destination.
- For orders shipping outside of Canada, you should consult the legislation of your country. We do not take responsibility for duty or brokerage fees and shipment delays due to customs.
- Orders shipped outside of Canada are not subject to sales tax. Orders shipped within Canada are subject to provincial sales tax dependent on province.
Return & Exchange Policy
- As all items are a cut to order, we cannot accept returns or refunds. We do however accept size exchanges if you have ordered the incorrect size.
- Regular priced items with no modifications or special sizing can be exchanged for the correct size within 7 days of receipt of item.
- For size exchanges please email us at inquiries@heirvancouver.com and we will discuss and if authorized, provide a Return Authorization Number. Please include order number, name, email address, and phone number.
- NOTE: Size exchanges will not be processed without a Return Authorization.
- Customer is responsible for all return shipping/duty costs.
- Please allow up to 4 weeks for your size to be exchanged.
- Merchandise must not be worn, altered, or washed and must be in the condition it was received.
- Merchandise must have all tags attached.
Defective Merchandise
- We pride ourselves in our quality, all orders are thoroughly quality controlled and examined prior to shipping. Upon shipping, photos of the garment will be taken and provided to the buyer for record of quality control.
- If an item is found to be defective or damaged and you need to exchange it for the same item please email us at inquiries@heirvancouver.com for approval. Once your exchange is approved you will be notified via email with instructions for return and delivery date for replacement.
- HEIR reserves the right to request photographic support for returns regarding defective merchandise before authorising the return and the eventual charges for the shipment and import fee.
- HEIR reserves the right to refuse unauthorised returns.
- HEIR will not accept any items that have been worn, washed or altered for any reason.
