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General Questions

Q: Do you have a brick-and-mortar store or a print catalog?

A: No. For now, our items are only available via email and telephone. If you would like
to see any of our items in person, we do appear at various Bridal and Craft Shows
throughout the Bay Area. Send an email to: events@theheirloomstudio.com to receive
our latest schedule.

Q: How do I place an order?

A: To place an order for a wedding gown conversion, see our Conversion Process
page.

To place an order for any pre-made or made-to-order gift items or wedding
accessories, simply send an email to orders@theheirloomstudio.com, or call
209.836.1026.

Q: How long will it take for me to receive my order?

A: Wedding gown conversions are generally mailed within 4 to 6 weeks from receipt of
gown. More complex conversions can take up to 12 weeks.

Ready-made, non-customized gift items and wedding accessories are generally mailed
within 1-2 business days unless otherwise noted in the item description.

Customized or made-to-order gift items and wedding accessories can take up to 10
business days before mailing, however most items are mailed within 3-4 business days.

Basic Techniques Kits ship within 24 hours (M-F). All other kits ship within 7 to 10
business days.

The time it takes to receive the item after mailing depends upon the mailing option
selected.

Q: How do I track my order?

A: Once your order has been sent, you will receive the tracking number via email. To
find out the status of your order prior to receiving the tracking number, send an email to
orders@theheirloomstudio.com.

Q: What methods of payment do you accept?

A: Paypal, Check or Money Order. We also accept all major credit cards through
Paypal (no Paypal account needed!). Please note that when paying by check or
money order, the item will not be mailed until payment is received.

Q: Do you charge Sales Tax?

A: Sales Tax of 8.75% is added to all orders shipped within the state of California.

Q: What methods of shipping do you offer?

A: We ship all of our items via USPS Priority Mail or USPS Global Airmail.

Our Shipping Rates are as follows (all amounts listed are pre-tax):

Q: What are your warranty and return policies?

A: Warranty: We guarantee quality workmanship in all our merchandise. In the
unlikely event of a defect in materials or workmanship we will be happy to correct the
defect as quickly and conveniently as possible. If you experience a problem with
construction of christening gowns, wedding gown conversions, and personalized items,
the item must be returned to us postmarked within 2 days of receipt. It must be unworn
and unaltered with all tags and packaging attached in original condition. The defect will
be corrected and the item returned to you as quickly as possible, along with a refund of
the shipping costs incurred in returning the item to The Heirloom Studio.

Return Policy: Custom-made and personalized items are not returnable nor
refundable. These include, but are not limited to, custom-ordered christening gowns
and gift items, wedding gown conversions and monogrammed or otherwise
personalized items. See "Warranties" above for more information. Unused kits and
non-personalized items may be returned within 30 days of purchase, unless otherwise
indicated in the item description. All items must be unworn and unaltered with all tags
and packaging attached in the original condition. Shipping & Delivery costs will not be
refunded.

Q: How do I return an item?

A: Read the warranty and return policies outlined above. Fill out the return portion of
the packing slip that was mailed with your package and make a copy for your records.
Send the completed packing slip and item (in original packaging) to the address at the
top of the packing slip. If sending via USPS, please remember to request a delivery
confirmation. Optional: Send an email to orders@theheirloomstudio.com to let us know
to expect the package and include the tracking number. All credits are issued back to
the original form of payment.

Customization / Monogramming

Q: What types of customization do you offer?

A: Various Monogram Styles, Custom Color Choices and Custom Embroidery Choices

Q: What is the turnaround time for customized items?

A: Customized items (those that include monograms, custom colors or custom
embroidery) can take up to 10 business days prior to shipping. However, most items
are sent within 3-4 business days.

Wedding Gown Conversions

Q: What does the wedding gown conversion process entail?

A: Click here for an outline of the conversion process.

Q: How do I arrange for a wedding gown conversion?

A: Simply send an email to alicia@theheirloomstudio.com or call 925.454.0498. Click
here for more specific information.

Q: How long does it take to convert a wedding gown?

A: Wedding gown conversions can take anywhere from 4 to 12 weeks depending upon
the number and complexity of pieces involved. Most conversions take between 4 and 6
weeks to complete.