Frequently Asked Questions

Our Founder's Guarantee

My goal at Heylow is to make high quality clothing and accessories and deliver them at a fair price. We do our best to make sure we only use the highest quality materials and manufacturing techniques. Our products are produced in small batches or are made to order so that we waste as little as possible. We strive to minimize the harmful consequences inherent to manufacturing clothing. We constantly look for ways to reduce our harmful impact on the world while striving to deliver the highest quality products possible. 

We design our products so that they will last a lifetime by using amazing materials and best-in-class production techniques. With that being said, no matter what we do, some products will fail before their time comes. If that happens email me at Patrick@WearHeylow.com and I will do my best to make it right.


The limited edition nature of some Heylow products may make it impossible for me to replace one if it is defective. Once our limited edition products sell out, many will never be made again. If that’s the case with a product you’ve ordered, I’ll work with you to find a mutually agreeable solution that works for everyone. To do that, I’ll need your help, kindness, generosity, and understanding. 

If you have a problem that’s caused by poor craftsmanship or material defects, I’ll do what I can to make it right. If you notice a defect, let me know as soon as possible in order to give us the best opportunity to fix the problem.

I can’t cover every single issue you may have with one of our products, because I can’t control what you do with them. To get the most out of products I sell, you’ll have to treat them with care and respect. 

That means my guarantee can’t cover damages caused by normal wear and tear. That includes damage to  fabrics, seams, buttons, and hardware that happen under normal conditions. All fabrics are can fade, rip, or pill with extended use. These are not defects. With the right care, you can keep these things from happening.

Some of the materials I use wear a little differently than you may be used to. If you have a question or concern, just email me and I’ll do my best to help.

Customer Service

Hi there! Patrick here. In every practical sense, I am Heylow. I work with partners to develop, produce, and, yes, even market the work I do here, but, beyond that, it’s just me. 

All I ask is that you keep that in mind. I don’t have the resources of big companies. I don’t have a full time customer service team. I’m just a guy sitting in his home office trying to make a living by helping people live happier, healthier lives. 

I’m not going to be working at all times. I take weekends off and I take regular vacations. I know it sucks to have to wait for a response. Just try to be patient. Unless I lose your email to a rogue spam filter, I'll get back to you. I promise.

My goal is to provide the the best service possible while maintaining a healthy lifestyle. I know that’s not what you’re used to, but that’s the point. My goal is to create a more healthy and sustainable model for both makers and those that they serve.

No. I'll do my best to respond to you in a timely manner. As a general rule, I don't respond to emails on the weekends. We exist to champion the weekend, not to spend all weekend chained to a desk.

Shipping

Our estimated ship date for the first drop is December 15th. We're a small team, but we will do our best to get your shirt in the mail as fast as we possibly can.

If you've selected standard shipping on a domestic US order, we estimate that you will receive your product 3-5 days after we get it in the mail.

Keep in mind that USPS delivery has been unusually slow recently and it's gotten worse, not better. As much as we wish we could, there is nothing we can to to get you your package faster once it's in the mail.

If you want faster, more predictable shipping, we encourage you to use an upgraded shipping option. We've subtracted the cost of USPS shipping rates, so you'll only have to pay the difference in cost.

Our knits and accessories are made to order and are shipped to you directly from our manufacturing facilities.

Typically, it takes 2–7 business days to create a product and fulfill an order. During the busy holiday season, it will likely take closer to 7 days than 2 for a product to be produced.

Once your order is produced, the average shipping time is 4 business days depending on the delivery destination.

Standard shipping using USPS is free for all US orders. Keep in mind that USPS is running slower than usual right now. Sadly, there's nothing we can do to get the product to you faster. If you need faster delivery, we encourage you to use an upgraded shipping method.

Due to the nature of limited edition made to order products, returns and refunds will be reviewed on a case by case basis.

While I don’t have specific guidelines, I can only accept returns for products that haven’t been used. If you want to return something after you take something out of the package to inspect it, try it on, and take a walk around the block that’s probably cool with me. If you want to test it on a trip, a day at work, or whatever you for fun in a pandemic, I’m probably not going to be able to accept a return on that. 

If you think your order is eligible for return or you're not sure, just email me at Patrick@WearHeylow.com

We will do our best to make your experience as pleasant as possible. We're a small business with limited resources. While we cannot offer the same return policies as monopolies like Amazon, we promise to treat you with dignity and respect.

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