Refund and Returns Policy


Let’s talk refunds… As much as I want you to L.O.V.E. everything I make for you, I totally get it that computer screens don’t always show you just how awesome something is. It can take a lot of time to write out my listings, and try as I might, sometimes details or a description may only be written in a way that I understand perfectly but not so clear to my super fans. I love hearing from you! So if something doesn’t seem to be quite the quality I have described, please contact me right away so that we can work together on a fix. The greatest part of being a hand-crafter is that each item is made individually, just like you!
Masks and costume items are considered intimate items and are not available for return.
Personalized items are non-refundable.

Returns and Exchanges
  • Please contact me within 3 days of receipt of items to request a refund or return on eligible items.

Ready to ship and standard items are available for return if we are contacted within 3 days of receiving your items and all items must be in new condition.  Once a return is started, you will be offered the choice of an email return label or you may ship items back via your preferred method.  Tracking numbers are recommended for timely refunds.  Items must be shipped within 7 days of delivery.

The following items can’t be returned or exchanged:

  • Custom or personalized orders (all tops are considered custom)
  • Perishable products
  • Digital downloads
  • Intimate items or items that come in direct contact with skin
  • Items on sale or clearance
  • Gift with purchase may not be returned for product value

Conditions of return:

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Buyers are responsible for all shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. A refund for the order, less shipping fees, will be submitted through the original payment system once the item is received. Heidi Mein does not have access to credit card numbers or bank information.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Shipping returns

To return your product, you should mail your product to: Heidi Mein, 18 Oak St #1095, Brentwood, CA 94513.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Heidi Mein, 18 Oak St #1095, Brentwood, CA 94513.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

Contact us at for questions related to refunds and returns.


Cancellations may be made within two days of purchase.  Please email to cancel an order.

Orders may not be cancelled once the item ships.


All payments are made via third party payment processors for security purposes.


Orders are shipped via standard ground USPS unless otherwise noted. As of 10/15/18 insurance is no longer included with standard shipping.

Most orders ship within 7-10 business days unless otherwise stated in the listing or checkout notification.  If you need your items sooner than stated, please contact me at prior to placing your order.

As of 6/9/2022 Heidi Mein does not offer rush service, however if a rush is needed, additional fees may apply.

On the rare occasion that your item is lost or damaged during transit, I will work with you to get it straightened out as best we can, because we’re a team, you and I. Please understand that USPS does not consider a package “lost” until 30 days after it has shipped, so I do recommend purchasing one of the two priority shipping options if you need your order by a certain date.

Buyers are responsible for any customs and import taxes that may apply. I’m not responsible for delays due to customs.