Shipping, Returns & Refunds
Everything you need to know about how your order gets to you, and what happens if something is not right.
Processing time
We design, pack, and ship every order ourselves from our workshop in Miami, Florida. Orders are processed and handed to USPS within 1–2 business days of being placed.
Orders placed on a weekend or a public holiday begin processing the next business day. Personalized items, such as our custom name wall decals, may take an extra day while we produce them to order.
Delivery time
Once your parcel leaves us, delivery typically takes 1–7 business days depending on the service chosen at checkout and how far the parcel has to travel. Total time from order to doorstep is usually 2–9 business days.
Delivery estimates are provided by USPS and are not guaranteed. Weather, peak holiday volume, and carrier delays can occasionally add time.
Shipping rates
- Orders of $79 or more — free U.S. shipping. Applied automatically at checkout, no code needed.
- Orders under $79 are charged live USPS rates calculated on the weight of your parcel. You will see the exact cost, and can choose between USPS Ground Advantage and USPS Priority Mail, before you pay.
Where we ship
We currently ship within the United States only, including all 50 states. We do not ship internationally at this time. If you are outside the U.S. and would like one of our pieces, send us a note and we will let you know when that changes.
Tracking your order
You will receive a confirmation email as soon as your order is placed, and a second email with USPS tracking as soon as it ships. If 3 business days have passed with no shipping email, check your spam folder first, then get in touch and we will chase it down.
Returns and exchanges
We want you to be genuinely happy with what you receive. If you are not, you may return unworn, unwashed, and unused items in their original condition within 30 days of delivery for a refund or exchange.
To start a return, contact us with your order number and we will send instructions. Please do not send anything back before hearing from us.
Refunds are issued to the original payment method once we receive and inspect the item, typically within 5 business days. Original shipping charges are not refundable, and return postage is the customer’s responsibility unless the item arrived damaged or incorrect.
We need your order number or a proof of purchase to process a return. Please wait for our authorization before shipping anything back — once approved, returns go to Heavenly Presents, 11411 NW 107th Street, Suite 18, Miami, FL 33178. For anything valuable, consider a trackable service; we cannot refund an item that never reaches us.
In a few cases we may only be able to offer a partial refund: items with obvious signs of use, or items returned damaged or missing parts for reasons that are not our error.
Late or missing refunds
If we have confirmed your refund but it has not appeared, check your bank account again first, then contact your card issuer — there is often a processing delay of several days before a refund posts, and that step is out of our hands. If it still has not shown up after that, tell us and we will track it from our side.
Items we cannot accept back
- Personalized or custom-made items, including name and initial wall decals, unless they arrived damaged or were produced incorrectly
- Items that have been worn, washed, used, or applied
- Vinyl decals that have already been applied to a surface
- Hats and apparel that have been worn, other than a warranty claim under our workmanship guarantee below
- Anything returned more than 30 days after delivery
Gifts
Most of what we make is bought as a gift, so we try to handle this gracefully. If an item was marked as a gift at checkout and shipped directly to you, we will issue a gift credit for the value of the return rather than refunding the person who bought it.
If it was not marked as a gift, or the buyer had it shipped to themselves to pass on later, the refund goes back to the original payment method — which does mean the giver will see it. If you would rather they did not, tell us and we will do what we can.
Damaged, defective, or wrong items
If your order arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery with your order number and a photo. We will replace it or refund you in full, including shipping, and we will cover the cost of sending it back.
Caring for leather patch hats
The leather and leatherette patches on our caps are heat-bonded rather than stitched, which gives a clean edge with no needle holes through the front panel. To keep that bond strong, please do not machine wash or tumble dry a patch hat.
Spot clean the fabric with a damp cloth and a little mild soap, reshape the crown, and let it air dry away from direct heat. Avoid soaking the cap, leaving it on a hot dashboard, or running it through a dishwasher rack. Full immersion and sustained high heat are the two things that will loosen a heat-set patch.
Genuine leather darkens and develops a patina with wear. That is the material doing what leather does, not a fault.
Our workmanship guarantee on patch hats
If a patch lifts, peels, or separates from the cap within 90 days of delivery under normal wear, that is on us. Send us a photo with your order number and we will replace the hat at no cost to you, including shipping both ways. You do not need to return the original.
This guarantee covers the bond itself. It does not cover machine washing, tumble drying, soaking, exposure to sustained high heat, or deliberate damage. It is offered in addition to your rights under our standard 30-day return policy above, not instead of them.
Lost or stolen parcels
If USPS tracking shows a parcel as delivered but you cannot find it, check with neighbors and your building office first, as parcels are often left in a safe spot. If it still has not turned up after 48 hours, let us know and we will help you file a claim with USPS.
Still have a question?
We answer every message ourselves, usually within one business day. Send us a note, or email cs@heavenlypresents.com, and we will sort it out.