FAQ


 How long do orders take to ship?

  • Current shipping time: 1-4 days.

    • Our shipping process has not been effected by the Coronavirus. We are taking every precaution and following all CDC guidelines to ensure your safety.  
    • We will be working around the clock to get your order out as fast as possible. 
    • If you need your order quickly for an event, email us and we will do everything we can to get your your order to you in time : )

How do I track my order?

  • You will be emailed your tracking number when your order ships.
    • You can also go to MY ACCOUNT to look up your order history and see your tracking information.

How do I log in?

  • You can access the login page from the bottom of any page or go to heavyred.com/myaccount.
    • If you need to create a new account you will be able to do so here or when you checkout.

My old login is not working - what do I do?

  • You will need to create a new login.
    • We just created an all new site for Heavy Red and because it is a new system, all of our returning customers will need to create a new log in. This is as simple as choosing a login and password. If you have any trouble, just let us know and we will create an account for you.

Where do you ship?

  • We are based in Austin, TX USA and we ship anywhere in the world. 
    • If you do not see your country listed as a choice, please email us and we will help you place your order.

How much is shipping?

  • U.S. shipping is a flat rate of $6.95
    • Depending on the weight of your order it may ship out priority mail or first class. If you need an order shipped out express, email us and we will let you know what your options are : )
  • International shipping starts at $18.95
    • The price will vary depending on the weight and destination. You will be able to see your shipping options when you checkout.
    • Depending on the weight your order may be shipped priority mail, DHL or first class mail. If you have a preference, you can add it to your order comments and we will let you know your options.

Do I have to pay sales tax?

  • Residents of Texas and Hawaii will be charged 8.25% sales tax

What size should I choose?

  • Every product has it's own sizing chart.
    • On the product page simply click the sizing tab and you will see the exact measurements of each size.
    • If you are unsure of which size would be best, email us the item you are interested in as well as your measurements and we will be happy to advise you on the best fit : )


What if my size is out of stock?

  • That usually means you missed it : (
    • Occasionally we will remake a style, but for the most part, when it is gone it is gone. Many times this is due to us no longer having the fabric. Feel free to email us, as we can keep you on a list and let you know if an item comes back in stock. We can also advise you on the fit and let you know if another size would work.

Do you accept custom orders?

  • No : (
    • Unfortunately, we are not taking on any custom work at this time as our designers and sewers are very busy keeping up with all the new releases.

What is your return policy?

  • 15 days for a return / 60 days for an exchange or store credit.
    • At Heavy Red we truly want you to be 100% satisfied with your purchases. Our goal is to help you become the most beautiful, expressive you possible.
      If for any reason you are not satisfied with a purchase, you may:

      Return the item within 15 days from the date of purchase for a full refund.* 

      Return the item within 60 days from the date of purchase for an exchange or store credit.*

      Orders are subject to a restocking fee of up to 15%, if too many items are returned (4 or more items).

      Please note any returned items that are not in the original condition (example - covered in pet hair, smell like smoke, have rips or stains) will not be accepted. The order will be returned at customer's expense.

      *EXCEPTIONS:

      Due to health issues certain items are exempt from our return policy:
       
      ALL SALES ARE FINAL on hosiery and underwear.

      ALL SALES ARE FINAL on SEASONAL items such as Masks, Costumes and Costume Accessories.

      ALL SALES ARE FINAL on Sample Sale & One of a Kind Items.

      Costumes are a seasonal item and can only be exchanged for another size.

      All Swim wear is a seasonal item and can only be exchanged for another size or swim style.


      Please note that orders placed during give-away promotions may only be returned for store credit or exchanged.
      Orders which received give-away items may not be returned for refunds if that means the minimum dollar amount for the give-away will no longer be met.
      Promotions for give-aways include Pandora's Bag, Christmas give away specials and Valentines and other give-away specials.

      If you have any questions about our policies, please contact customer service so we may clarify these points.


      We will always do everything we can to make sure you are very happy with your shopping experience at Heavy Red.

Quality Guarantee

  • We personally hand check every item as it is being sewn and then we check everything again before it ships out to you.

    We do our best to make sure you get the quality you deserve.

    We stand behind the quality of our clothing 100%.

Privacy Policy

  • We value your privacy.
    We will NEVER sell your information.
    Please view our privacy policy for complete details on how we use the information we collect.

Is this site secure?

  • Yes. This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

    We have been running the Heavy Red website since 1999. We value our customer's and the safety of their information.

How can I contact you?

  • If you have any questions feel free to email us with the contact form below.
    We are here to help so ask away : )

Click here to contact us by email