Refund policy

Return & Refund Policy

Shop with confidence. We're committed to delivering a quality experience, but we understand things don't always go as expected. Please review our policies below.

Order Processing & Address Changes

After placing your order, you have 24 hours to reach out if you need to modify your shipping address. Beyond this timeframe, updates are at our discretion and may not be possible. Once your order has been fulfilled and transferred to the carrier, we reserve the right to decline any further changes, your package will be shipped to the address originally provided.

30-Day Return Window

Items may be returned within 30 days of delivery, provided the following requirements are satisfied:

  • The product is unused, in resalable condition, and in its original packaging

  • All original tags, accessories, and receipts remain included

When these conditions are met and no damage or defects are present, a return label may be provided to simplify the process.

Depending on the item's condition and reason for return, you may be responsible for return shipping in some cases. Full instructions and shipping details will be communicated once your return is approved.

Returns that don't satisfy the above criteria may be declined or result in a partial refund based on our assessment.

Restocking Fee: For returns of undamaged items with no defect or fulfillment error—where the customer is simply returning the product without a specific issue—a restocking fee of up to 20% of the original purchase price may apply. This helps offset processing and handling expenses.

Non-Returnable Items:

  • Personalized or custom-made products

  • Gift cards or sale items

Defective, Damaged, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please reach out within 72 hours of delivery.

To help us assess the situation, we may request:

  • A brief video clearly showing the item's condition

  • Or several photos taken from different angles

This documentation allows our claims team to evaluate the issue and determine the appropriate resolution. We typically review and respond within 1–2 business days.

Resolution options include:

  • Minor imperfections or cosmetic flaws: eligible for a partial refund

  • Moderate damage affecting function but not total usability: eligible for partial refund or replacement, depending on severity

  • Severe damage or unusable product: eligible for a free replacement

If the issue is confirmed by our team, return shipping may not be required and is handled on a case-by-case basis.

Deliveries to Apartments or Shared Buildings

For packages shipped to apartments, flats, or buildings with common mailrooms:

  • Once the carrier marks a package as "Delivered," the shipment is considered complete

  • If your package cannot be found, please check with building management or shared mail areas first

  • If still missing, contact us within 72 hours and we'll coordinate with the carrier to investigate

Each situation is reviewed individually to find the best resolution.

Refund Processing

Once your return is received and inspected, refunds are processed within 3–5 business days to your original payment method.
Please note: Your bank or card issuer may need additional time to post the funds.

Before Sending a Return

(Please contact us before shipping anything back)
If you believe your item arrived damaged or you're unsatisfied for any reason, reach out first. In many cases, we'll provide a prepaid return label for a seamless experience and assist with any other concerns.

Need Help?

We're here for you.
Email: support@herfaithfulheart.com
Responses are typically sent within 12–24 hours on business days.