Return & Refund Policy

Our Return & Refund Policy is binding and must be followed for all returns and refunds.

At Heartly, we offer a 30-day return period, meaning you have 30 days from the date you receive your order to request a return.

Return Eligibility

To be eligible for a full refund, the following conditions must be met:

Product Condition: The product must be returned in the same condition in which you received it, including all original tags and packaging. The item must not have been used, washed, damaged, modified, or altered.
Return Deadline: Your return request must be submitted within 30 days of receiving your order.
Proof of Purchase: Please retain your order number or other proof of purchase, as this may be required to process your return.
Photos & Reason: You must provide a clear reason for the return and, when requested, clear photos showing the condition of the product.
Hygiene Products: Certain products, including underwear, beauty products, cosmetics, and other hygiene-sensitive items, are not eligible for return for health and hygiene reasons.

Return Conditions

Contact Us Before Returning Your Order

You must contact our customer support team before sending any item back.

Please contact us at:

📧 contact@heartly-london.com

You may also use our contact form to request return authorization and receive the appropriate return instructions.

Do not send a return to any address without receiving prior approval from our customer service team.

Return Authorization

If your return request is approved, we will provide you with the necessary return instructions and, where applicable, a return form.

Your package must then be sent to the designated return warehouse provided by our customer service team.

Returns sent without prior approval or to an unauthorized address will not be accepted, and we may be unable to process a refund.

Return Shipping Costs

Customers are responsible for all return shipping costs.

Heartly does not provide prepaid return labels unless explicitly agreed to by our customer service team.

Tracking Information

All returns must be sent using a trackable shipping service.

After sending your return, you must provide us with the tracking number or tracking information.

This allows us to monitor the shipment and confirm when your return reaches our warehouse. We cannot be responsible for returns that are lost in transit without valid tracking information.

Damaged, Defective, or Incorrect Items

We recommend checking your order as soon as you receive it.

If your product arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

For the fastest resolution, please email:

📧 contact@heartly-london.com

Please include:

Your order number
A clear description of the issue
Clear photos of the product
Photos of the packaging, if applicable

If the issue is confirmed to be a defective or incorrectly delivered product, Heartly may provide a replacement at no additional product cost, depending on the circumstances.

If a replacement is provided and the replacement item is also confirmed to be defective, we may offer an alternative resolution, which can include a refund or return.

If you prefer to return a defective or incorrectly delivered product instead, you must receive approval from our customer service team first. In such cases, our standard return conditions may apply.

Please note: We do not offer refunds or exchanges solely due to shipping or delivery delays.

Size Issues

If you receive an incorrect size, please contact our customer support team.

A refund cannot be issued until the product has been returned to our designated warehouse and received and inspected.

Depending on the circumstances, we may also be able to assist with an exchange.

Please contact us at:

📧 contact@heartly-london.com

Product Exchanges

If you would like to exchange an item, you must first contact our customer service team.

In most cases, the original product must be returned and received at our designated warehouse before an exchange or replacement can be arranged.

Depending on availability, you may be required to place a separate order for the replacement product.

Refunds

Once your return has arrived at our warehouse, it will be inspected.

We will notify you once your return has been received and reviewed.

If your return is approved, your refund will be issued to your original payment method within 3–5 business days after approval.

Please note that your bank, credit card provider, or payment processor may require additional time to process and display the refund in your account.

If 15 business days have passed since your refund was approved and you have still not received it, please contact us at:

📧 contact@heartly-london.com

Our International Return Process

As explained in our Shipping Policy, Heartly works with production facilities and fulfillment warehouses located in several Asian countries.

This allows us to offer a wide range of products at competitive prices while maintaining our international fulfillment network.

Because some orders are fulfilled internationally, our return process may differ from what customers are accustomed to with local retailers.

Returns may need to be sent to a designated partner warehouse in China or another international return location.

The appropriate return address will be provided by our customer support team after your return request has been reviewed and approved.

Please do not send your package to the address shown on the original shipping label or to any other address unless specifically instructed by Heartly.

Important Information About Return Costs

As stated in our Shipping Policy, Heartly is not responsible for the cost of returning products unless otherwise agreed in writing by our customer service team.

Please consider the potential return shipping costs before placing an order, particularly if you are purchasing multiple products with the intention of trying them before deciding which items to keep.