FAQs
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible, we are only able to make changes to your order or cancel if it has not been fulfilled yet.
Please contact our support team within 24 hours after placing your order to check if changes or cancellations are possible, and give the reason you wish to cancel. If the order has been made or shipped, we can no longer make modifications to your order.
WHAT DO I DO IF MY ITEM IS DAMAGED OR INCORRECT?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a photo of the item.
We'll arrange for a replacement item to be sent to you as soon as possible. Please do not return items to us without authorization from support first.
WHY DID I RECEIVE ONE ITEM AND NOT THE OTHER?
Our gifts are shipped and distributed over multiple fulfillment centers in order for you to receive the order faster. This means orders containing multiple items may be shipped individually. You may receive an item before the next. So don't panic if you don't receive all of your items at once as the others are on the way. If you do not receive all your items within 8 weeks, please contact us and we’ll be happy to help.
WHAT DO I DO IF MY ITEM WAS LOST DURING SHIPMENT?
If the tracking shows as delivered but you claim it has not been received, you will need to contact your local post office and file a missing parcel claim. We will also start immediate investigation on the tracking. In this case, If it hasn’t arrived within 60 days of the date of original purchase, contact our support team to receive a replacement.
Please Note: This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries.
HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
Your order will be shipped as soon as fully processed in our system; we aim to process every order within 24 hours but may take 2-4 business days.
We typically ship all orders within 2-4 business days.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
We ship all orders from our USA factory so depending where in the world you are it can take 3-15 business days.
Please note: While we do everything we can to ensure a prompt and efficient order processing, due to Covid-19, some international packages may be delayed due to routing or customs delays.
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.
HOW DO I TRACK MY PACKAGE?
Once you have placed your order and your order has been shipped you will immediately receive an email with your tracking number. If you are tracking your package and no information is being provided, please allow 24-48 hrs for tracking information to be updated. Tracking does not always update automatically and may take a bit to update however the package is still moving in the system.
If your order was placed more than 7 business days ago and there is still no information on your tracking number, please contact us.
HOW ABOUT IF MY ORDER HASN’T ARRIVED?
If your order hasn’t arrived in the estimated delivery times, please contact our support team at support@yourheartfeltgifts.com
If your order hasn't arrived within 60 days of the date of original purchase, contact our support team to receive a replacement.
Please Note: This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries.
WHAT DOES THE SHIPPING COST?
Shipping options and rates are displayed at checkout before you place your order.
SHIPPING INSURANCE
Shipping insurance is offered at checkout. It's provided by Your Heartfelt Gifts Co. and covers you in case the item is lost, stolen, or damaged in transit. To make a claim, contact our support team.
Please note - shipping insurance is non-refundable once your order has shipped.
WHAT ABOUT CUSTOMS FEES/TAXES?
We make sure to include all necessary labelling to the packages with all relevant information for customs authorities for a smooth and quick arrival.
Changes to EU customs regulations means you may be charged sales tax upon delivery of your order. Refer to your country tax authority for guidance on what fees are due on items shipped from the USA.
If fees are charged by customs, they are payable by the recipient.