• Can I order samples?
    • Yes, you can order samples.

      Samples are subject to payment. It is product cost + shipping cost. 

  • What is minimum order quantity?
    • Minimum order quantity depends on the product. Please email us at info@hierasloom.com for more information.

  • What is the lead time?
    • It depends on your order; style, colors and quantity. Please email us at info@hierasloom.com for more information about your orders.

      We ship the stock items as soon as we receive cleared payment. 

  • Do the products come with a label?
    • The products don't have any labels including care instructions on them.

      We sew our customers’ labels both logo and care instructions upon their requests. 

  • Do you have any other colors available other than the ones in the catalog?
    • Yes, we have different color options for different products. Please take a look at their color charts to see the color options.

      In case of any confusion, please send us an email at info@hierasloom.com for more information.

  • Do you offer private label?
    • Yes, we do private label. Private labelling and packaging are subject to additional payment. Minimum order quantity will be applied.

      Please email us at info@hierasloom.com for more information.

  • Do you make custom designs?
    • Yes, we do custom designs. Design fee and minimum order quantity may be applied.

      Please email us at info@hierasloom.com to discuss it further.

  • Who is responsible for shipping cost and duties?
    • Buyer is responsible of the shipping cost as well as duties, storage fees or any local expenses occur in buyer's country. 

      For smaller orders, we work with DHL or UPS whichever gives the best price and service to the destination point. 

      For larger air cargo or sea shipment orders, we are working with freight forwarders that give the best price and service to the destination point.

      We add the shipping cost on the invoice unless customers ask us to send through their DHL or UPS accounts or arrange the shipment with their own freight forwarders.

  • What are the payment options are terms?
    • Payment options are wire transfer, credit card and Paypal. 

      For small orders, we ask for advance payment before we process the order. For large orders, we ask for 50% upfront payment before we process the order and 50% when the shipment is ready to go.

      Please note that Hiera's Loom is not responsible of any wire transfer, credit card and Paypal commissions.

  • Can I return or exchange my order?
    • If you are not satisfied with your order, you can return or exchange them within 10 days of products' arrival. Buyer will be responsible of shipping back charges. Products that are not in the original condition will not be accepted. 

      Hiera's Loom has the right to refuse late refund requests. Late refund refers to the refund requested after 10 days of products' arrival.

  • What is your policy with defected products?
    • If you receive any defected products, please email us at info@hierasloom.com with pictures immediately, no later than 7 days. We will go through the pictures and get back to you as soon as we can. We may either replace the defected ones or give credit for your next order depending on the situation.