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Returns
We want you to be happy with your order. Because everything offered by Heron’s Loft (heronsloft.com; or social media storefronts connected to heronsloft.com) is handmade, there is some potential for human error. Usually, our manufacturer’s quality control department will notice this and everything will be corrected before your order is sent out. However, in the rare case that something does slip through the quality control process, all you need to do is let us know. Take a look at the details below on how to do that.
Faulty Products: To return faulty products you need to first contact a member of our Customer Support Team using the email support@heronsloft.com.
If a product is faulty in any way, you should immediately let us know in an email. Provide us with: (1) your name, (2) a short and clear description of the problem, and (3) an image(s) of the problem. Please do this within 10 days of receiving your order and we will contact our manufacturer on your behalf.
Our manufacturer decides what falls under manufacturer faults. Manufacturer faults cover scratches on the product, stitching issues and hemming issues. In the unlikely event of a manufacturing fault, it will be repaired or replaced free of charge.
Non-Faulty Products: We cannot accept returns, exchanges, or refunds of non-faulty goods because each product is handmade specifically for you after your order is placed.
Wrong Size Orders
Since each Heron’s Loft product is handmade specifically for you after your order is placed, we cannot accept returns, exchanges, or refunds due to selecting the wrong size.
However, we understand that sizing can be difficult when ordering online. If you receive your item and realize you ordered the wrong size, please contact us within 10 days of the delivery date at support@heronsloft.com.
While we cannot take back the original item, we may offer a one-time 25% discount code toward the purchase of the same product in a different size. This discount applies only to the same product originally ordered and must be used for a size correction. The original item remains yours to keep.
To request this size-correction discount, please include your name, order number, and the item you ordered. If approved, we will provide a discount code specific to that product, and you may place a new order in the correct size.
AFTER YOU PLACE YOUR ORDER
When you place an order with Heron’s Loft, it is not just a product that you are purchasing, but a service as well. Our manufacturer handmakes every product after your order. As soon as production of your custom items begins, we have already invested in the ink, transfer paper, materials, and the workforce time specifically for your order.
AFTER YOU RECEIVE YOUR ITEMS
We want you to be happy with your order, and if for any reason you’re not, please let us know. We value your feedback. Since all products are custom-made to-order, they are not re-saleable. This means that there are some things you need to check before you’ve placed your order, as we won’t be able to do anything about them afterwards.
Check Sizes – Every product page includes sizing details, and clothing items include a full size chart. Please review the size chart carefully before placing your order, and use body measurements whenever possible, as measurements are more accurate than general size ranges. If you have any questions before ordering, please contact us. We want you to have the information you need to choose the right size.
Review Fabric Choices – Double check your fabric choices to make sure they have the feel and function that you desire.
Understand Product Features – Make sure the products have the desired features you want.
Because of the customized nature of the products that you order with Heron’s Loft, we look at each and every order on a case-by-case basis. We will try to find a solution to remedy the situation, as your satisfaction is important to us.
