Frequently Asked Questions
FAQ
Pre-Orders
You will be charged at the time of placing the preorder.
We know you await your order with anticipation. However, our pre-orders do take time to produce. We do have an “estimated” ship date on product pages along with the order deadlines which should provide you an estimated time frame. After the cut-off date, products are then manufactured. Depending on the quantity of retail and wholesale pre-orders of like item(s) have been requested, manufacturing can take between 4-5 months to complete. After Heyward House receives the products and assures quality, orders are shipped promptly.
Our pre-orders are produced by the quantity of both our wholesale and retail channels. There is a 5 day window after your order to allow for cancellation. After that date orders cannot be cancelled.
You are responsible for keeping your shipping and contact information up to date to ensure your preorder is delivered. Please email us if you need to update your contact or delivery information.
Orders & Shipping
At this time we only ship within the United States. We will be opening orders up for international clients in the near future.
(This question does not apply to pre-orders)
After processing, we try our best to get your order to the delivery carrier within 1-2 days (excluding holidays). Depending on the shipping method and carrier chosen at checkout, delivery estimates are usually very accurate, if not earlier than quoted. Generally, 5-7 business days. However, there are always reasons that orders take longer than expected. We will do our best to remedy any shipping and delivery issues to our extent of power.
We want you and your little ones to wear and experience our product! A lost package is a horrible inconvenience to you and us. We may be able to remedy the missing package, but cannot guarantee that we can. Sometimes things are out of our control such as package theft or the wrong address was provided to us. Refunds and/or replacements are not guaranteed, but we will work with you as best as we can. Heyward House is not responsible for packages that are lost in transit by delivery carriers. Once packages leave our facility with deliverycarriers, they are out of our control for the most part. Measures can be taken such as filing a claim with the carrier service.
(does not apply to preorders)
We aim to process and ship your order promptly after payment has cleared. If an order has already been shipped, then it usually cannot be modified or canceled. However, we will do our best to assist you. Please contact us at customerservice@shopheywardhouse.com.
There is a 30 day return policy on full priced items. Items must be unworn, unaltered and still have tags on them. Our Return & Exchange policy can be found here.
We want customers to receive our premium products as intended. Rarely there may be an issue during manufacturing or transit that can cause the damage or defect. If you think your product is damaged or defective, please send photos of damage and explanation to customerservice@shopheywardhouse.com.
CARE & SIZING
There are 2 acceptable and legal ways to manufacture and sell Pima Cotton sleepwear in the United States: Snug-Fitting or Chemically treated. We chose not to chemically treat our sleepwear with potentially harmful chemicals. Sleepwear made for children that are ages 9 months and above is regulated by the Consumer Product Safety Commission for safety purposes.
We recommend washing in cold water with no bleach (on gentle cycle for washing machine). Air dry on flat surface or using a cool dryer setting. If you choose to iron, use either low heat setting or light steam.
*For Smocked Items: Take extra caring precaution so as not to distort their appearance and DO NOT IRON the smocked area(s).
There is always going to be a small amount of shrinkage of products that consist of cotton. Note this when choosing size for your little one.