FAQs

 

 

Shipping & Delivery

COVID-19 ANNOUNCEMENTS:

20.02.2021

We just let you know that we are working as normal and in few last months there is no mayor delays on worldwide shipments. We are taking all the measures possible to help to stop the COIVD-19 virus spread. Take care!

 

WHAT COUNTRIES DO YOU SHIP TO?

 

We generally ships worldwide but there are restrictions that are beyond our control. We are constantly updating and improving our agreements with the available shipping services to offer you the best service. For more detailed information, feel free to contact us.

 

Please note that we only make shipments that allow us to provide orders with tracking number, this ensure us that you receive your order in perfect conditions and with all the guarantees.

 

If an order is processed but the courier services responsible for delivering the order cannot provide a tracking number, we will contact you within 48 hours where we will inform you regarding the refund for the items that cannot be shipped.


 

 

HOW MUCH DOES SHIPPING COST?

 

We offer a flat rate of $9.99 and a Free Shipping for all orders over $10. We have agreements with a wide range of Courier Services to offer these shipping rates in all countries in which we process orders.

 

 

WHAT IS THE ESTIMATED DELIVERY TIME? 

 

Order processing time takes 1-6 business days. Once the payment is made, you will receive an order confirmation email with an identification number that you can use for any further enquiries about your order. 

 

Once the order is sent, you will receive a notification in the mail that you provide us with a tracking number so you can verify the estimated delivery time and the updated shipping status. Deliveries may take between 7 and 21 business days. These times can be longer depending on the country and other factors beyond our control (holidays, shipping delays...). We are not responsible for items that do not arrive before specified dates. You can contact us for specific shipping times.

 

If you have not received your order within 48 business days after purchase according to the tracking number information, please contact us and you can request a refund or ask a resent of your order.

 

 

HOW TO CHECK THE STATUS OF MY ORDER?

 

You can track the status of your order at "Track your order" page in Customer Service menu. All you need is the number from the order confirmation that you have received by email and your email address, then click on the button «Lookup Order» to find out the information with a simple click.

 

 

HOW WILL I RECEIVE MY ORDER?

 

The shipment will be delivered to the shipping address you provide in your order. Please verify carefully that the address is correct as well as the order details regarding the number of units, discounts applied and right sizes. We can't apply discounts or change order details once our Customer Service Department processes your order. It is possible for your order to be sent in several packages with independent tracking numbers.

 

 

WHAT ABOUT POSSIBLE CUSTOM FEES?

 
Customer are responsible for any custom/import fees that may be required depending on the country of destination.

 

By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees. For further information about custom/import rates we advise you to contact your local Customs Office.

 

 

 

Refunds & Exchanges

 

I CHANGED MY MIND. COULD I CANCEL MY ORDER?

 

We do not issue refunds once the order is in the process of creation or shipped. However, if you contact us at the very moment after making the order, we can cancel your order and refund your money.

 

 

COULD I RETURN AN ITEM AND ASK A FULL REFUND?

 

We offer free exchanges if any garment you receive has any associated defect at the time of delivery when it has not yet been used. We are not responsible for damage to garments due to misuse. If a problem occurs, please contact us at support@terraofheaven.com within a week of receiving the items, our Customer Service Department will do their best for solve it.

 

If your query is approved by Customer Service, the return process begins and we will indicate the steps to make the return of the items effectively. It is necessary all returned items be sent providing a tracking number.

 

The costs associated with returns, except in the case of defective or damaged items, will be a responsibility of the customer.

 

 

COULD I EXCHANGE AN ITEM FOR A LARGER OR SMALLER SIZE?

 

If you choose the wrong size, unfortunately we cannot offer a free exchange, but we can help offer a low cost alternative if you bring up the issue to us. 

 

All of our products have different measurements, so it is very important to compare the measurements in each product to the measurements of a garment you already own at home for accuracy. 

 

 

Sizing

 

WHAT IS THE BEST SIZE FOR ME?  

 

We offer size charts for each item of clothing. Each product of our store has its own measurements, so we recommend comparing carefully with your own clothing as a reference. If you do not have any reference to compare, please contact our Customer Service, where they will gladly advise you about the size according to your specific wishes and the measurement you provide to us.

 

Keep in mind that each brand supplier has our own manufacturing measures and these can vary considerably, in order to choose the correct size, you need to verify your own measures according to the recommendations and the size tables you find available for every item in our store.

 

 

 

Collaboration

 

I WOULD LIKE TO ACTIVELY COLLABORATE WITH THIS FABULOUS PROJECT. COULD I BE PART OF IT IN THIS VERY MOMENT?

 

Yes. Our store is always open to your suggestions and we love collaborating with other projects, brands and with anyone interested in promoting our brand style through blogs, news or any social media platform such as Instagram,  Tumblr, Youtube, Facebook, Twitter and Pinterest.

 

All requests should be sent to support@terraofheaven.com with the subject "Brand Collaboration" providing detailed information about you and what is your best proposal for us. We will respond as soon as possible with the requirements of our updated Business Plan based on our brand objectives.

 

We also offer special discounts and freebies for customers who post a photo on their social media account tagging us, with their favourite outfit from our store and giving their honest opinion. After making your post, contact us and we will send you a gift as a way to saying thank you :)