customer service

We compiled a list of answers to the questions we hear the most, but don’t hesitate to contact us if you want more information or have a question that is not listed here.

How can I figure out what size I am?
We are in the process of adding details about the fit of each garment. If you have additional sizing questions, please contact us
What payment options can I use?
We accept Paypal, Visa, Mastercard, and American Express.
What are your shipping options?
We currently ship with the United States Postal Service. If orders are in stock they will be shipped within three business days of order confirmation. If order is not currently in stock, please allow 3-4 weeks for delivery. Once we ship your order, you will receive an email providing you with shipment details, including the date of shipment and any tracking details. We do not require signature confirmation upon delivery, so please specify when ordering if you would like this option. Heathen is not responsible for lost, stolen, or unclaimed packages. Once an item ships we will send an e-mail with a tracking number and package delivery becomes the responsibility of USPS and the recipient.

If you have any difficulties placing international orders please contact us. Please note that Heathen is not responsible for any customs fees or import taxes that may be added when shipping to locations outside of the United States.

What is your return policy?
Customer satisfaction is important to us. In the event that any unused, undamaged, regular priced item does not meet your expectations, it may be returned within 15 days for credit (less shipping costs) or exchange, subject to item availability. Heathen will provide adequate packing and is not responsible for items damaged during shipping. We will pay the shipping cost if the return is a result of our error.
How do I return or exchange an item?

Items returned must be in new, unworn condition, in the original packaging, and with hangtags attached. We will issue a full credit (excluding delivery charges) upon receipt, or the item can be exchanged for a different size or color if specified. Please follow return instructions below:

  • E-mail us the information regarding the item you wish to return. Please include RETURN REQUEST and your invoice number in the subject line of the email.
  • Mail your return to:
    1048 Santee St., Suite 603
    Los Angeles, CA 90015
  • Please ensure that the parcel containing the returned item is clearly marked and securely sealed.
  • You may ship the item using any method you like. The item you are returning is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that will insure your goods and one that provides package tracking to avoid delays.
  • Once we receive the returned item we will process your refund and you will receive a confirmation e-mail. Please allow 2-3 weeks from the time you mail your return/exchange for processing.

I purchased an item on backorder, how long will it take to ship?
It depends on the item. If we are out of stock it typically takes 4 weeks for us to sew and ship your garment.  We consider ourselves pioneers of the Slow Fashion movement and hand make our goods at our Bali workshop. Most customers find the wait to be worth the reward of wearing a truly unique hand made garment. As soon as your items ship we’ll send you a confirmation e-mail with a tracking number.
I have a coupon code, how do I use it?
Sweet! To use a coupon code, simply build an order in your shopping cart as normal. Once you’re ready to purchase, head to the checkout page. There you’ll find a space to enter your code under the CART TOTALS section. Be sure to click the redeem button and confirm that the coupon has been applied to your order total before proceeding with payment. If you have any issues, please contact us.
How do I redeem a gift certificate?
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What is your privacy policy?
Heathen will not release or sell any of our customers information to any other third party solicitors, except for circumstances such as required or permitted by law and/or if we believe that such action is necessary to comply with a legal requirement, a court order, request by law enforcement officials, or other legal process, or to protect the rights, property, and safety of others or ourselves. In addition, we may need to transfer Personal Information to third parties who perform services on our behalf in your interest. For example, we may release personal information to third parties to fulfill customer orders, deliver packages, or to process credit card payments.

At times we may contact you by email when we have online sales or special promotions. If you wish to be removed from this list, please contact us.

How do I sign up for the Heathen Newsletter?
We typically send out our newsletter once a month, and offer exclusive specials, sales, and news on our latest season’s offering. You can sign up at the bottom of our homepage or contact us page. 

We pride ourselves on providing 5 star customer service. If you have additional questions or would like to let us know how we are doing, contact us.