Refund policy
Returns and refunds
Every Heartiful piece is made just for you, from the details you send us. That changes what "returns" means. We don't keep stock on shelves, so we can't take pieces back for a change of heart. But if anything arrives less than right, we make it right. Free reprint or full refund, your choice. No packaging to return, no fuss.
The 30-day promise
If your keepsake arrives damaged, misprinted, or different from what you ordered, get in touch within 30 days of the day it lands with you. We reply within one business day, and we don't ask you to send anything back. We just need three things:
- Your order number
- A quick note about what's wrong
- A clear photo of the piece (and of the packaging if it looks like transit damage)
From there you pick: we reprint and ship a new one at no cost, or we refund the full amount to your original payment method. Refunds usually appear in 5 to 10 business days depending on your bank.
What's covered
- Printing defects (colour off, blurry, misaligned, wrong size)
- Damage in transit (dented frame, torn print, cracked glazing)
- Wrong item shipped, or personalisation that doesn't match what you approved at checkout
- Lost in transit (if tracking hasn't updated for 10 business days past the delivery window we quoted)
What isn't covered
- Change of heart on a personalised piece
- Typos or spelling in the details you gave us. The names, dates, and text shown in your preview at checkout are exactly what we send to production, so please read those carefully before you order.
- Slight variations from the preview. Every piece is made to order and finished by hand, so colours can shift a little between screen and paper, and some details may render differently in the finished piece than in the mockup. If something looks materially wrong, tell us and we'll take a look.
- Damage that happens after delivery
- Delays caused by an incorrect shipping address you gave us
If you spot a mistake in your own details after ordering, email us straight away. If we haven't started making your piece, we'll fix it for free. Once production begins, changes may not be possible.
Cancellations
We start making your piece soon after you order. If you want to cancel or change anything, email us as fast as you can and we'll do our best. Once your piece is in production we can no longer stop it.
About timing
Every piece is made to order. Please allow the time shown on the product page (typically 5 to 10 business days to make, plus shipping). If you're ordering for a specific date, check the "order by" guidance on that page. If your order runs materially late from what we quoted, we'll email you with a new date. You can wait, or ask for a full refund. Your call.
How to reach us
Email hello@heartiful.co with your order number. We aim to reply within one business day. The same person handles your case from start to finish. No forms, no tickets bouncing between reps.
Your rights
These terms sit alongside your statutory consumer rights, not in place of them. If you're shopping from outside the United States, additional country-specific protections may apply and take precedence where they are stronger.