Order Issues & Support
Effective date: April 25, 2026
Heavenly Knits pieces are handmade, small batch, and often made to order. Because of the nature of our products, we do not accept returns, exchanges, or refund requests for change of mind, incorrect color choice, buyer preference, or normal handmade variation. If something arrives damaged, incorrect, or there is a real issue with your order, please contact us and we will review it carefully.
No returns or exchanges
We do not accept returns or exchanges. Please review product photos, descriptions, dimensions, color notes, and cart details before placing your order.
Small color, texture, seam, sanding, finish, or 3D printed layer variations can happen with handmade and 3D printed pieces and are not considered defects.
No standard refunds
Refunds are not offered as a standard option. If there is a verified issue with your order, we may review possible support options case by case.
Support options may include troubleshooting, a replacement part, repair guidance, or another solution we consider appropriate for the situation.
Damaged, incorrect, or order issue
If your item arrives damaged, incorrect, or something seems wrong, start a support request as soon as possible.
Please include your order number, the email used at checkout, clear photos of the item, photos of the packaging if relevant, and a short explanation of the issue.
Shipping address issues
We are not responsible for delays, failed delivery, return fees, or lost packages caused by an incorrect, incomplete, or undeliverable address entered at checkout.
If a package returns to us because of an address issue, a new shipping payment may be required before resending it.
Lost or stolen packages
Once a package is accepted by the carrier, delivery is handled by the carrier. If tracking shows delivered but you cannot find it, check with household members, neighbors, your carrier, and your local post office first.
We will help where we can, but stolen packages may require a carrier claim or local report.
How to request help
Use the support request button below and include as much detail as possible. The more complete the information, the faster we can review the situation.