Frequently Asked Questions
When will I get my order?
Usually, it takes 3–10 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location.
Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
What’s your return policy?
If there’s something wrong with your order, please let us know by contacting us at heartheword.clothing@outlook.com
Do you offer refunds?
Refunds are only offered to customers who receive the wrong items or damaged items. If any of these apply, please contact us at heartheword.clothing@outlook.com with photos of wrong/damaged items and we’ll sort that out for you.
Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at heartheword.clothing@outlook.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at heartheword.clothing@outlook.com within a week with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
If a sale starts after I place my order will you refund the difference?
The price paid is the price of the item at the time of your order. For example, if the item is in a
10% off sale a week after you order we do not go back and refund all previous customers that
10% off amount.
My order did not reach me on time. Can I return it?
Sometimes there are delays in transit times across all of our shipping carriers, and these will increase during holiday seasons. We cannot guarantee that a shipment will arrive by a specific date, even if the tracking provides an estimated delivery date. We have had cases where a shipment is significantly delayed and shows as unscanned even if it was shipped. You will definitely get your shipment, but we are in no position to guarantee the timeline. We cannot refund or cancel orders if they did not reach you on time. If your order did not reach you on time, please contact us and the shipping carrier. We try our best but ultimately don't control shipping. Please understand, NO returns are accepted for shipping delays.