Returns & Refunds

We want you to be happy with your order. Please contact us if there is a problem and we will do our best to help.

Personalised items

Because personalised items are made specifically for you, they usually cannot be returned or cancelled once production has started unless they are faulty, damaged or not as described.

Non-personalised items

For eligible non-personalised items bought online, please contact us within 14 days of receiving your order if you wish to cancel or return it. After telling us, you then have 14 days to send the item back.

Faulty or damaged items

If your item arrives faulty, damaged or incorrect, contact us as soon as possible with your order number and clear photos of the issue. We may offer a replacement, repair or refund depending on the situation.

Return condition

Returned items should be unused, in their original condition and packaged safely for return.

How to start a return

Email Support@heartfeltgifts.co.uk with your order number and reason for return.