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My Account
Since you have changed the website my I am unable to Log In.
  When we changed over our website we were unable to bring the passwords over, as they are encrypted.
We do have your account information, so all you need to do is email us and let us know you are unable to log in.
We can look up your account by your name or email address and then reset your password for you.

Click here to email Customer Service for a Password Reset



How do I create an account?
  1) Click the "My Account / Order Status" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account.
Your information is NEVER sold to any other company and is kept completely private.
Please view our Privacy Policy for more information.
How do I edit my account information?
  Click the "My Account / Order Status" link at the top right hand side of our site to edit your account information.
How much is my shipping?
  Shipping is automatically calculated prior to submitting your payment information.
Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.
USPS has continued to raise their prices. We charge the lowest shipping price possible.

For US shipping we offer Priority Mail and Express Mail.
We offer Flat rate shipping - order as much as you like - only pay one low rate rate of $6.95.

US PRIORITY SHIPPING 1-3 days $6.95
US EXPRESS SHIPPING* 1-2 days $25 & up





For International shipping we offer USPS Priority Mail and USPS Express Mail.
SHIPPING TO CANADA - FIRST CLASS (1lb or less) 7-20 days** $12
SHIPPING TO CANADA - USPS PRIORITY 4-7 days** $18.95
SHIPPING TO CANADA - USPS EXPRESS 1-3 days ** $30 & up

INTERNATIONAL - FIRST CLASS (1lb or less) 10-28 days** $15
INTERNATIONAL - USPS PRIORITY 4-14 days** $24.95 & up
INTERNATIONAL - USPS EXPRESS 1-4 days ** $45 & up

**Packages can get held up in customs and take a little longer, there is nothing we can do about this.

I forgot my password.
  Click the "My Account / Order Status" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.
How do I return my product?
  Please email us at information (@) heavyred.com to receive return / exchange instructions.
What is your return policy?
  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.*
We will be happy to refund any unwashed, unworn merchandise with all tags and a copy of your receipt or invoice within 15 days from the date of sale.
This means we must receive your return no later then the 15th day.

Return the item within 60 days from the date of purchase for an exchange or store credit.*
We also offer an exchange up to 60 days from the date of purchase. You can either exchange the item, or choose to receive store credit for the full value of the item.
You are responsible for shipping the item back to us, we will then pay to ship out your first exchange to you (no cost for you). After that, additional exchanges on the same order will be charged a postage fee.


All returned orders are subject to a restocking fee of up to 15%, if the items are not in re-sellable condition (need to be repaired or dry cleaned) or too many items are returned (4 or more items).



*Hosiery and Seasonal Items (including Halloween costumes and masks) are final sales.
Swim wear is a seasonal item and can only be exchanged for another size or swim style.
Orders placed during give-away promotions may be exchanged or returned for store credit.




EXCEPTIONS:

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

ALL SALES ARE FINAL on SEASONAL items such as Masks, Costumes and Costume Accessories and One of a Kind/Sample Sale items.
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 quesions 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.


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