We offer a refund on all purchases made through our website, but certain conditions apply. Kindly read carefully.
HEARTSTRINGS offers a flexible Exchange policy to make your online shopping experience even easier.
Exchange of purchased items should take place no later than 30 days from the order date. Heartstrings may refuse to accept any returns for exchange after this time.
Returned items for exchange must be sent unused, with tags attached and in their original packaging.
We do not accept exchange of intimate apparel, any personalized or custom-made products as well as on-sale merchandise.
If you return any item for exchange for any reason, it is always at your risk, and you must ensure that it is suitably packaged and insured. We take no responsibility for any damage caused by improper packaging or for any package lost while being returned to us.
** We do monitor the number of returns made and may refuse to accept orders at our discretion if products are returned already.
To make it easier for you to exchange an item, just go to our return center. To start the return process for your order, follow the instructions. When completing the process, stick the return sticker that came with your order.
Frequently asked questions that may offer you more clarification on your concerns and inquiries:
HOW TO GET IN TOUCH WITH US?
You can get in touch with us and we will get back to you as soon as we can.
ORDERING AND PAYMENT
WHAT IS THE DEAL WITH ITEMS ON PROMOTION OR SALE PRICE?
Items purchased on promotion are often only eligible for EXCHANGE, and shipment charge is applied.
All items purchased on “Sale” are not eligible for exchange. You will see the Sale badge indicated on the product page. Please double check the items prior to purchase.
CAN I SEND HEARTSTRINGS AS A GIFT?
HEARTSTRINGS offers a DIGITAL GIFT CARD which will be sent to you via email.
DO YOU ACCEPT ORDERS FROM INTERNATIONAL CUSTOMERS?
Yes, we do! The shipping cost will be included in the price and Duty charges are postpaid based on your country’s duty policy charges.
CAN I CHANGE OR CANCEL MY ORDER?
We make sure to dispatch orders ONCE THE REQUEST ORDER IS RECEIVED. Hence, once an order is placed, we cannot guarantee any changes or cancellation, yet if you would like to change or cancel your order, please send us an email immediately at HEARTSTRINGS and make sure to add your CONTACT NUMBER. We will get back to you if your request is feasible."
You should receive an email confirmation immediately after your order is dispatched to your destination. Check your spam folder if you did not receive any notification from us and add HEARTSTRINGS to your safe sender.
If you still cannot find the order confirmation, kindly contact us.
WHY MY ORDER IS NOT GETTING THROUGH?
If your order is not getting through, check if there is a problem with your credit card information as listed below:
- Please double check that your billing address matches exactly what your bank has on the bill.
- You are using the latest version of your web.
Orders may take a few extra days to ship out due to additional safety precautions, and shipping times may be longer than usual.
** Please take note, we do not ship on weekends or holidays, and give us a little extra time during holidays or special promotions.
** Orders placed on Friday p.m. will be shipped the following business week.
HOW MUCH IS MY SHIPPING?
Shipping is calculated at checkout after you've entered your address.
WHEN WILL MY ORDER ARRIVE?
Shipping time may vary. For domestic orders, we estimate you will receive your order within 48 to 72 hours from the shipping date.
Considering pending customs, international orders should arrive within 8 to 14 business days after shipping.
** If you need your order by a specific date, please contact us, and we will do our best to accommodate you.
To initiate an exchange, click here.
HOW LONG DOES IT TAKE TO PROCESS AN EXCHANGED ITEM?
Please allow up to 10 business days for your return to be processed.
If you have any further questions or would like to request a refund, please do not hesitate to contact us.