Refund policy
Return Policy
We offer a 14-day return policy, meaning you have 14 days after receiving your order to request a return.
To be eligible for a return, items must be unworn, unused, with original tags attached, and in their original packaging. Proof of purchase is also required.
Starting a Return
To start a return, please log into your customer account and submit a return request through our return portal:
https://account.shopheldandhome.com
Please allow up to 3 business days for return requests to be reviewed. As long as your request is submitted within the 14-day return window, it will remain eligible even if approval occurs after the 14-day period.
If your return is approved, you will receive instructions for returning your item.
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Items returned without an approved return request will not be accepted.
Local Return Drop-Off
Customers located in the Bowling Green, Kentucky area may request a local return drop-off option instead of shipping their return.
If approved, return instructions and the drop-off location will be provided after the return request has been reviewed.
All returned items must meet our return eligibility requirements.
Damages & Incorrect Orders
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us immediately at heldandhome.shop@gmail.com so we can evaluate the issue and make it right.
Non-Returnable Items
The following items are not eligible for return:
• Sale items
• Gift cards
• Personalized or custom products
• Beauty or personal care items
• Perishable goods
• Hazardous materials
If you have questions regarding a specific item, please contact us before purchasing.
Exchanges
At this time, we do not offer direct exchanges through our website.
Customers located in the Bowling Green, Kentucky area may contact us regarding exchange requests, subject to inventory availability.
For all other customers, the fastest way to receive a different item is to submit a return request for the original item and place a new order once your return has been approved.
Refunds
Once we receive and inspect your return, we will notify you regarding the status of your refund.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at heldandhome.shop@gmail.com.
Questions?
If you have any questions regarding returns, refunds, or exchanges, please contact us at: