FAQ

Placing an order on HEAVEN MAY

Has my order been accepted ? After your payment has been accepted you will be redirected to a page confirming your payment. You will then receive a confirmation email which will include the details of your order. If you do not appear to have received this email, we advise you to check in your spam email. If needs be, we ask that you contact customer services indicating the date and the sum of the order. What should I do if I haven’t received my order yet? Login to your heavenmay.com account to check that your order has been accepted. You will find your order status in your account dashboard. Click on your order tracking number and you will be redirected to the website of the delivery service provider you have chosen, to track your package. If after 10 working days you have still not received your order, contact the delivery service provider, with your order tracking number to hand. Can I cancel my order after I have placed it? Once the email with confirmation of your order has been sent you will no longer be able to cancel your order. However, it is possible for you to return items once you have received them for a refund. Heavenmay.com will not cover the delivery costs for your returned items. How can I access my order history ? Your order history is located in the « My dashboard » section of your Heaven May account. There you will find :
  • Order number
  • Date the order was placed
  • Order tracking number
  • Total amount of the order
  • Order status
You can view or renew every order made. The order status on my account is « In progress » What does this mean? The « In progress » status indicates that your order has been taken into account and is currently being processed. Once the order has been completed and sent, your order status will change to « Dispatched ». The order status on my account is « cancelled » What does this mean? The order status « cancelled » indicates that you did not complete the order. I have an incorrect item/size in my order. What should I do? In the event of receiving the wrong item, please contact our Customer Services team with your order number and the incorrect item’s name and product number. There is an item missing from my order. What should I do? Check the condition of your package. If the package shows any signs of damage please send a photo to our Customer Services team so we can make an inquiry with the delivery service provider. If your package is not damaged but you are nevertheless missing an item, please do not hesitate to contact our customer service team. I am unable to add an item to my car Check that the desired item is still in stock. If the item is out of stock, it will be indicated as « Out of stock ». If the problem persists contact Heaven May Customer Services team. How can I remove items from my cart? Click on « My cart » on the homepage. To remove a product, click on the cross to the right.

More informations about the products

The item I want is currently out of stock. Will the stock be replenished? If the item you want is out of stock, click on « stock notification » in the product description, scrolling up to choose the desired size upstream. If you are logged in to your Heaven May account, your request will be noted directly. If you do not have a Heaven May account, please provide your email address. We replenish the stock according to demand. If the desired article comes back into stock you will be notified via email. We would encourage you to sign up to our newsletter to keep uptodate with news from Heaven May. Do you have a size guide? With each product description you will find a size guide and size conversion guide. How can I get more information about a product? We endeavour to give you plenty of information about all our products. You will find the following information on the description page for each item:
  • A detailed description of the product
  • Several images
  • A size guide and size conversion guide
  • The composition of the product
  • The size worn by the model
Do you have a Heaven May shop or showroom where I can try on the clothes? Heaven May is an online shop, and therefore it is not possible to try on our clothes. Be assured that a size guide, as well as a size conversion guide, is included in all our product descriptions.

Delivery for France and Europe

What are the shipment options for France and Europe? Shipments within France and Europe are dealt with UPS or Colissimo. UPS: UPS standard or UPS saver (express) are both offered. We recommend this delivery service provider as the quickest and most reliable. Colissimo: Home delivery, post office delivery or delivery to a designated collection point. Colissimo is part of the postal service. It involves the French postal service as well as the postal service in the destination country. What is the expected shipment time for an order? We process orders during working days only (Monday-Friday 9am-5pm). Shipment is provided through the services of Colissimo or UPS. The shipment time will depend upon the service provider you choose. What are the shipment charges? Delivery costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. The shipment cost will vary according to the chosen service provider and will depend on the shipping address. Within France and European Union you will not be required to pay customs or important duties. Where will my parcel be delivered to? For all orders placed on our site, you will receive an email reminding you of the shipping address you have given us. You will also find the shipping address of your order is indicated in the dashboard of your Heaven May account. In case you are out when the delivery arrives:
  • Colissimo: An attempted delivery note will inform you where to pick up your package.
  • UPS: An attempted delivery note will be left informing you of when the deliverer will return. If UPS do not succeed in making the delivery to you after three attempts, the package will be kept during a 5 day period at the closest UPS depot to your address, before being returned to us at Heaven May.
How do I change the shipping address for my order? You can change the shipping address in the address book of your Heaven May account. A new address can even be given after you have proceeded to the checkout. Please be aware that you can no longer change the shipping address once your order has been placed and received by us. Is it possible to track my order? You can track the delivery of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of your chosen delivery service provider. Your unique tracking number is indicated in the dashboard of your Heaven May account. By clicking on the tracking number you will be redirected to the site of your chosen delivery service provider where you can follow the progress of your order. Has my order been dispatched? Your order status is indicated in the dashboard of your Heaven May account. The status « dispatched » indicates that your package has left our warehouse. What should I do if my package shows signs of damage? Following the receipt of your package, if you believe the packaging shows signs of deterioration or damage, please contact our Customer Services team, who will investigate the matter further with the delivery service provider. How exactly does Colissimo’s delivery to a designated collection point work? Colissimo’s delivery service to a designated collection point only operates within France. Your product will be delivered as a standard shipment and will reach you within 5 working days (excluding weekends and bank holidays) in France. We will send you an initial email confirming that your order has been sent. By clicking on the unique tracking number contained in the email you will be able to track the progress of your package. An email from Colissimo will be sent to you signaling the arrival of your package at a designated collection point. You will have 10 days to collect your package, after which, the package will be returned to us. To collect your package, simply go to the designated collection point with a valid ID piece. It is possible for someone to collect the package on your behalf. They will simply need to provide both your ID and a piece of their own ID.

Delivery for countries outside of Europe

What are the shipment options for countries outside of Europe? Shipments to countries outside of Europe are dealt with by UPS, the quickest and most secure service provider. What is the usual shipment time for an order? We process orders during working days only (Monday-Friday 9am-5pm). The shipment is guaranteed by the service provider UPS. The exact shipment time will depend upon the shipping address. What are the shipment charges? Shipment costs are clearly indicated in your shopping cart, and automatically calculated with each item you add. Costs will be those of UPS and will depend upon the shipping address. Am I required to pay customs or import duties? For shipments outside of the European Union, French VAT is not applicable. Import duties may be asked of you upon delivery, and will be payable directly to the shipment carrier. Where will my parcel be delivered to? For all orders placed on our site, you will receive an email reminding you of the shipping address you have given us. You will find the shipping address of your order is indicated in the dashboard of your Heaven May account. In case you are out when the delivery arrives: An attempted delivery note will be left informing you of when the deliverer will return. If UPS does not succeed in making the delivery to you after three attempts, the package will be kept during a 5-day period at the closest UPS depot to your address, before being returned to us at Heaven May. How do I change the shipping address for my order? You can change the shipping address in the Address book of your Heaven May account. A new address can even be given after you have proceeded to the checkout. Please be aware that you can no longer change the shipping address once your order has been placed and received by us. Is it possible to track my order? You can track the shipment of your order. Once your package has been dispatched, you will receive an email containing a tracking link which allows you to follow the progress of your order on the site of your delivery service provider. Your unique tracking number is indicated in the dashboard of your Heaven May account. By clicking on the tracking number you will be redirected to the site of your delivery service provider where you can follow the progress of your order. Has my order been dispatched? Your order status is indicated in the dashboard of your Heaven May account. The status « dispatched » indicates that your package has left our warehouse. What should I do if my package shows signs of damage? Following receipt of your package, if you believe the packaging shows signs of deterioration or damage, please contact our Customer Services team who will investigate this further with the delivery service provider.

Returns and refunds

How do I return my order? Login to your Heaven May account. In the section « My returns » make a new request to return an item. Select the order and the item(s) you wish to return, expressing the reason for the return. If you are returning a damaged item, please attach a photo of the item in question. nce your request has been sent, return to « My returns », and click on « SEE RETURN » Print and place the return coupon in with your package before sending. We will reimburse you upon receipt of your return package. Have you received my returned item(s)? As soon as your return package has been received and processed you will receive an email informing you of this. In the meantime you can track your package online using the unique tracking number given to you by your chosen delivery service provider. How long do I have to return items? You have 15 days in which to change your mind and return your item(s) to us in their original condition. You will be required to arrange and pay for the return of the items to us. Peut-on échanger un article ? Nous échangeons les articles que s’ils présentent un défaut de fabrication. Dans ce cas, contactez le Service Client. Vous pouvez néanmoins faire une demande de retour à votre charge et recommander sur notre site Heaven May. What does the status « approved » mean on my return request? The status « approved » indicates that your request to make a return has been accepted and is being processed. What does the status « closed » mean on my return request? The status « closed » indicates that we have received your returned item(s). The refund will be made within 15 working days. Does the return coupon go in the package or on the package? After making your return request through your Heaven May account, print the return coupon and put it inside the return package with your item(s). Will you refund the shipping costs if I return an item? Shipping expenses are the responsibility of our customers. We will however refund shipping expenses if the product was damaged or faulty. In this case, please contact our Customer Services team. How long should I expect to wait for my refund? A refund will be made within 15 working days, from the day your returned package was received by Heaven May, assuming all conditions outlined in our returns policy have been followed and met. I have already downloaded my return coupon, but I would like to make some changes. If you want to make changes on you return while you already dowloaded your return coupon, please contact our Customer Service team to inform us of the changes.

Payments and discounts

How do I get my discount code? Discount codes are shipment codes offered only within France and Europe (Colissimo). They are sent upon request by email via our Heaven May customer service team, when an item has arrived faulty or damaged, or if there is a mistake with the size or colour of an item. Need some help with your discount code? To use your discount code: Login to your Heaven May account. The discount code will be requested in the shopping cart. How do I pay for my order? We only accept payment via Paypal, Visa, Mastercard and Carte Bleue. Après avoir validé ma commande, quand serai je débité(e)? Une fois votre commande validée et après autorisation de votre banque, vous serez débité(e). What do I do if my payment is declined? You have 3 attempts to complete the payment for your order. If none of these attempts are successful your payment will be declined and you will be redirected to a page indicating that your payment has been declined. Your payment may be declined for different reasons: An incorrect entry of your personal bank details, the total cost of the order exceeds your balance etc. We advise you contact your bank to discover why your payment has been declined. What if I paid with my credit card/debit card and I didn’t receive the confirmation email? If your payment was processed and you haven’t received an email confirming your order within 5 minutes, check that the email is not in your spam. The bank verification can sometimes take a little longer (security procedures) when the request is not immediately authorized and has to be validated manually. Is the payment secured ? The payment is 100% secure. All transactions which take place on www.Heaven May.com are secured by the Sherlock payment system of our partner Atos / Le Crédit Lyonnais. All the information exchanged in order to process the payment is encrypted by SSL. This data cannot be detected, intercepted or used by others. It is not stored on our computer systems either. When you are asked to enter your credit card number, you can verify that you are in a secure area thanks to a number of security features in your browser. You can easily identify these areas because of an address beginning with https and containing ""secure.ogone.com"", as well as a closed padlock or an unbroken key displayed at the bottom of the browser. For your security, Sherlock’s system checks that the connection used by your browser is secure before sending your financial information. Atos/LCL is a technical service provider, and does not handle any issues with payments. Any issues with your payment must be directly settled on www.heavenmay.com or through your bank. In addition, we now have 3D security which serves as a fraud prevention method by verifying the identity of the cardholder. As well as your long card number, expiry date, and security code (3 numbers printed on the back of your card) we will ask that you enter a password, your date of birth or single use code. Will my bank details be stored? No banking information is stored on our website. Your bank details are entered directly on a secure server managed by Sherlock’s, our technical and financial service provider. The bank details that you give are encrypted on your personal computer, and will never circulate unencrypted around the web.No banking information is stored on our website. Your bank details are entered directly on a secure server managed by Sherlock’s, our technical and financial service provider. The bank details that you give are encrypted on your personal computer, and will never circulate unencrypted around the web.

Customer service

How can I contact the customer service?
  • By e-mail at contact@heavenmay.com

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