Refund policy
Return & Refund Policy
Last updated: 08/01/2025
Thank you for shopping with The Heartfelt Gift. We take pride in crafting high-quality, made-to-order jewelry. Please read our return and refund policy carefully.
Returns & Exchanges
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Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 3 days of delivery. Clear photos of the item and packaging are required. Once verified, we will offer a remake or replacement at no additional cost. -
Incorrect Item Received
If you receive the wrong item, contact us within 3 days with supporting images. We will resolve the issue promptly. -
Change of Mind / Customer's Personal Preference
If you are unsatisfied with your purchase for personal reasons (e.g., change of mind, item not as expected), you may return it within 30 days of delivery. The item must be unused, in its original condition, and in its original packaging. - Return shipping costs are the responsibility of the customer.
- We recommend using a trackable shipping method. We are not responsible for returns lost in transit.
- A 3% processing fee will be deducted from your refund to cover non-refundable transaction costs from our payment providers.
Customized / Personalized Items
Customized or personalized products are non-refundable and non-returnable.
Exceptions apply only in the following cases:
- Product arrives damaged
- Error is due to our mistake (e.g., incorrect spelling, wrong item)
Please note that errors resulting from customer-provided information (e.g., typos, incorrect specifications) are not eligible for return or refund.
Non-Returnable Items
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Final Sale Items
Items marked as "Final Sale" are not eligible for returns or refunds. - Digital downloads or gift cards
Lost or Stolen Packages
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We are not responsible for packages lost or stolen after they have been marked as delivered by the carrier.
Please ensure a secure delivery location or consider using a mail security service. -
We are not responsible for packages lost or delayed during transit.
For issues with tracking or delivery delays, please contact the shipping carrier directly. - If you would like added protection, we recommend purchasing Package Protection at checkout (when available), which may cover loss or theft under specific conditions.
Refund Processing
- Once your return is received and inspected, we will notify you via email.
- If approved, your refund will be issued to the original payment method within 5–10 business days.
- The 3% processing fee (for customer-initiated returns) will be deducted automatically.
- Original shipping charges are non-refundable.
How to Start a Return
To begin a return or report an issue, please contact us at contact@theheartfeltgift.com and include:
- Your order number
- A clear explanation of the issue
- Relevant photo or video evidence (for damaged or incorrect items)
Do not send items back without prior authorization. Unauthorized returns will not be accepted.
Other Conditions
We reserve the right to refuse a return or refund if the returned item does not meet the above conditions.
We also reserve the right to revise this policy at any time.
If you have any questions regarding this policy, don't hesitate to contact our customer support team. We’re here to help.
The Heartfelt Gift