If you need to return an unwanted item, please ensure it is sent back within 14 days from the delivery date.

Items Eligible for Return 

We understand that not all items work out as expected. Items purchased from our website can be returned or exchanged within 14 days, provided they are in original, unused condition. 

However, there are specific exceptions:

• Underwear & Swimwear: Non-returnable due to hygiene reasons.
• Socks: Can only be returned if still sealed in their original packaging.
• Bottles: Cannot be returned for hygiene reasons.
• Personalized Items: Non-returnable.
• Final Sale Items: In the U.S., items discounted at 60% or more are 'Final Sale' and cannot be returned, exchanged, or refunded.

Your statutory rights remain intact.

Conditions for Full Refund 

To receive a full refund, items must be returned in their original, unworn, and unused condition. We cannot process refunds for items returned in damaged, used, or unsellable condition. All returns undergo inspection.

Processing Refunds 

Refund times can vary depending on the return courier's delivery speed. Once received at our warehouse, returns will be processed within 7 days.

Key Points to Note

• Refunds are issued to the original payment method.
• If a gift card was used for the purchase, the refund will be credited to the gift card first.
• Processing refunds may take up to 7 days from the receipt of the return at our warehouse, with an additional 5 - 7 days for the funds to show in your account.

Can I combine multiple returns into one package?

Unfortunately, no. Each return must be sent separately to ensure proper processing. Sending returns from different orders or separately registered returns from the same order in one package can cause errors and delays in your refund or exchange.

Here’s why:

• Separate Processing: Returns from different orders or separately registered returns must be processed individually.
• Risk of Errors: Combining returns into one package can lead to misprocessing and potential errors in your refund.

If you have already combined multiple returns in one package, please contact us immediately for assistance. Make sure to keep proof of return postage receipts as we may need them to address your return query.

We aim to provide a smooth return process. If you have any questions or need further help, please reach out to our support team.

You can handle returns through your customer account on our website or by emailing us if you don’t have an account.

Returning Items via Email 

To return items via email, please send an email to help@heartfur.com or use our contact form here including the following information:

• Order number
• Name
• Email
• Reason for return (include 2-3 images if applicable)

Returning Items through Your Account If 

you have an account:

1. Log in to Your Account: Account Login
2. Initiate the Return:
• Choose the product you wish to return.
• Click "Request Return" at the top right of the page.
• Pick the items you wish to return and state the reason. Note: 'Final Sale' items are non-returnable.
• Click "Request Return".

Important Steps

• We might contact you via email for additional details or images.
• Don't return any damaged or incorrect items unless our team instructs you to, as this may delay resolution.

Return Process

• Shipping the Return: Download a return label, attach it to your parcel, and drop it off at your nearest delivery point.
• Place new and unused items in the original package. Please do not combine separate orders into one package and in contrast, do not separate a return for one order into multiple boxes. This can cause delays of up to 14 business days.
• Refund Timeline:
• Returns can take up to 15 days to arrive at our warehouse and be processed.
• Once processed, your refund will be initiated, and it typically takes an additional 5-7 business days for the funds to reflect in your bank account.

We aim to make your return experience smooth and efficient. If you have any questions or need assistance, feel free to reach out to our support team.

We're really sorry if you've received a faulty item! Here's what to do:

Contact Our Customer Support Team

Contact Us Here

Please provide the following information:

• Your name and email address
• Order number
• Item name/description (if known)
• Photos showing:

1. The fault as clearly as possible
2. A full-length photo of the item

Important Note All claims for orders with damaged or incorrect items must be made within 7 days of the delivery date.

There's no need to return the faulty item to us immediately. Once we receive your message, our team will look into the issue and advise on the next steps.