Contact
How can I contact us?
If you have any questions or need assistance with your order, please feel free to contact our customer support team. Our experts are available 5 days a week and will be happy to assist you.
Email: contact@heartly-london.com
How long does it take to receive a response?
We aim to respond to all customer inquiries within 24 hours on working days.
Orders & Payment
Which payment methods can I use?
We offer multiple secure payment methods to make your shopping experience as convenient as possible.
Will I receive an order confirmation?
Yes. Once your order has been successfully placed, you will receive an order confirmation by email.
The confirmation email includes:
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Your 5-digit order number
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Order details and summary
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Shipping address
I entered the wrong address. Can I change it?
If you entered incorrect shipping information, please contact us as soon as possible at contact@heartly-london.com. We will do our best to assist you with updating the details before your order is shipped.
Shipping
Which countries do you ship to?
At this time, we currently ship only to the United Kingdom.
How much does shipping cost?
Shipping is completely free. We cover the shipping costs for you.
How can I track my order?
Once your order has been shipped, you will receive an email containing your tracking information.
You can use the tracking details to follow your package and check its delivery status.
I haven't received my order. What should I do?
We're sorry to hear that your order has not arrived.
After placing your order, you will receive an order confirmation containing your order number. Orders are generally shipped within 1–2 business days. Once your order has been dispatched, you will receive a separate email with tracking information.
If you have not received your tracking email or the tracking status is unclear, please contact us at contact@heartly-london.com, and our support team will be happy to assist you.
My tracking information says that my order has been returned. What should I do?
If your tracking information shows that your package has been returned, please contact us at contact@heartly-london.com.
Our customer service team will investigate the situation and work with you to find the best possible solution.
Returns & Exchanges
I changed my mind. Can I return my order?
Yes. If you change your mind, you can request a return within 14 days of receiving your order.
Once the returned package has been received, we will arrange for the purchase amount to be refunded to your original payment method within 14 days of receiving the returned order.
Please note that return shipping costs are the responsibility of the customer.
Can I exchange my product?
Yes. You may request an exchange within 14 days of delivery.
The buyer is responsible for the return shipping costs of the item being exchanged. Once we receive the returned package, the replacement item will be shipped within 7 days.
My product arrived damaged. What should I do?
We're sorry to hear that your product arrived damaged.
Please send us:
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A clear photo of the damaged product
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Your order number
Send these details to contact@heartly-london.com within 14 days of delivery.
Once we receive your email, we will arrange for a replacement item to be sent free of charge within 7 days.
I received the wrong product. What should I do?
If you received an incorrect product, please send us:
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A clear photo of the product you received
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Your order number
Please email these details to contact@heartly-london.com within 14 days of delivery.
After reviewing your request, we will arrange for the correct product to be sent free of charge within 7 days.
I never received my order. What should I do?
If you have not received your order, please contact us at contact@heartly-london.com and include your order number.
We will investigate the situation and, where applicable, arrange for your order to be sent again free of charge within 7 days.
Can I cancel my order?
Yes, you may request cancellation within 4 hours of placing your order.
Once your cancellation request has been received and processed, we will arrange for the purchase amount to be refunded to your original payment method within 14 days.