FAQs
Frequently Asked Questions
What is Heirloom & Hem?
Heirloom & Hem is a small, independently owned shop specializing in one-of-a-kind upcycled clothing. Each piece is thoughtfully reimagined and handmade with feminine details, classic style, and a touch of vintage-inspired charm.
Are your pieces handmade?
Yes! Each Heirloom & Hem piece is individually redesigned and sewn by hand. Because many of our designs begin with existing garments, slight variations and signs of their previous life are part of what makes each piece unique.
Are your Ralph Lauren pieces authentic?
When a listing is described as an upcycled Ralph Lauren piece, it was created using a pre-existing Ralph Lauren garment. Heirloom & Hem is an independent business and is not affiliated with, sponsored by, or endorsed by Ralph Lauren.
How do I know what size to order?
Because our pieces are upcycled from existing garments, sizing can vary from piece to piece. Please refer to the individual measurements in each product listing, including armpit-to-armpit and total length measurements, rather than relying solely on the size on the original garment tag.
For the best fit, compare the listed measurements to a similar garment you already own and love.
Are your pieces new?
Most Heirloom & Hem garments begin as carefully sourced, pre-existing clothing and are then redesigned into something new. Because we work with upcycled garments, there may occasionally be subtle signs of previous wear. Any significant flaws will be noted in the individual product description.
Will my piece look exactly like the photos?
Yes. Unless otherwise stated in the listing, the piece pictured is the exact one-of-a-kind garment you will receive.
Colors may appear slightly different depending on lighting, photography, and your device’s screen settings.
How should I care for my Heirloom & Hem piece?
To help preserve your garment and its handmade details, we recommend:
Machine wash cold on the gentle cycle and hang to dry.
Avoid high heat whenever possible. Because each piece is individually constructed, treating it gently will help it stay beautiful for years to come.
Do you accept returns?
Yes. Returns are accepted within 30 days of delivery.
Items must be returned in their original condition — unworn, unwashed, and with any original tags or packaging intact.
Return shipping costs are the responsibility of the buyer unless the item received was damaged, defective, or materially different from the listing description.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Because our pieces are one of a kind, we are unable to offer direct exchanges. If you’d like a different piece, you may return your eligible item and place a new order.
What if there is a problem with my order?
Please contact us if your item arrives damaged or is not as described. We want you to love your Heirloom & Hem piece and will work with you to make it right.
How quickly will my order ship?
Orders are typically packaged and shipped within 2–3 business days. Once your order has shipped, you’ll receive tracking information so you can follow it on its way to you.
Do you restock sold-out pieces?
Usually, no. Because our clothing is created from individually sourced garments, most pieces are truly one of a kind.
However, similar colors, styles, and designs may appear in future collections.
How can I find out about new releases?
Follow along on Instagram (@heirloomandhem) and join our email list for previews, behind-the-scenes looks, and announcements about upcoming Heirloom & Hem drops.
Do you take custom orders?
Yes! We offer a limited amount of custom orders each month. To purchase, choose the custom order option listed in the shop.
Have another question?
We’d love to help! Send us a message through our contact page and we’ll get back to you as soon as possible.
Thank you for shopping small, supporting handmade, and helping us give beautiful clothing another story.