Our Returns Policy;
We want you to be delighted with your purchase but if you are not you can return any item within 30 days of receipt as long as it is unused and in its original packaging.
We will be happy to exchange the item for a replacement or to make a refund which will go onto the card which was used when you made your purchase. We are not able to refund any postage charges but we will send any exchange items free of postage charges.
You have a right to cancel your order within seven working days of receiving your purchase. This seven day period begins the day after you receive the items from us. Please notify us in writing within seven working days that you wish to cancel your order and that you intend to return the item(s ) and we will be happy to offer you a full refund including any delivery charge.
How to return something;
You can send your return by post and the delivery note that came with your parcel has clear instructions of how to do this. You need to complete the reverse side of the delivery note with the details of the items you are returning and enclose the note with your returned parcel. It would really help us in developing our products if you could give a reason why they were not suitable. Please let us know whether you require an exchange or a refund and always include a daytime telephone number and your email address in case we need to contact you about the return. If you no longer have your delivery note, please include a letter giving your name, address, customer number or order number if possible, email address and daytime telephone number plus a note of what you are returning and why, and whether you want a refund or exchange for another product.
Make sure your items are securely wrapped and send your return to:
From The Heart Creations.
16 Woodbrooke Avenue,
Parcels are returned at your own cost, and we strongly recommend you obtain a free certificate of postage from the Post Office as we are responsible for your parcel only once it has been received into our warehouse. Items lost in transit will not be treated as returned.
If an item is faulty;
We are always very disappointed on the rare occasions our customers receive a faulty item. If you have identified the fault within 30 days of purchase, then you can return the item under our normal return procedure for exchange or refund. Make sure you let us know about the fault so we can make sure other items are not affected. We will refund any postage on a faulty item, and ensure you are reimbursed for standard return postage on the item.
How long will it take to deal with a return?
Once your parcel has been received by us it can take up to 10 working days to fulfil your request. Returns are dealt with in the order in which they are received so returns sent by Recorded Delivery may reach us more quickly but do not progress more quickly through the process.
When we have dealt with your parcel we will confirm this to you by email, assuming you have given us your email address. Please remember that it can take three to four days after we have processed a refund payment for it to appear on your credit card statement.
If, after sending your return to us, you have not received our email confirmation within 10 working days, please contact us on firstname.lastname@example.org or on 07779343397 (Monday – Friday 9.00am to 5pm) so we can investigate.