Refund policy
Return & Refund Policy
Frequently Asked Questions:
CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation may be possible if production has not yet begun. Please contact our support team to check if changes or cancellations are possible, and give the reason you wish to cancel.
MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
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 us as soon as possible. Please do not return items to us without authorization from support first.
MY ITEM LOOKS DIFFERENT FROM THE ONLINE LISTING WHAT SHOULD I DO?
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some listings make use of lifelike renderings instead of photos to show how the item may look.
It's possible you may have an item that is showing a defect, please take a few photos and send them to our support team for review, along with your order ID.
CAN I RETURN MY PURCHASE?
We hope you'll love the item you purchased. If there's any concerns about it or you are thinking of returning it, please contact our support team for assistance, explaining your reasons for wanting to return it. We offer a 30 day returns policy from date of purchase. (See Return Policy below)
Shipping and insurance is non-refundable. You must pay to return item yourself.
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RETURN POLICY
Please be sure to check your product as soon as you receive it. It is best to get any issues resolved as soon as possible to expedite the process. Please note that you will have to pay for the return shipping.
Most of our products should be delivered to you before the 20th business day. Our policy lasts 30 days. If 30 days have gone by, unfortunately we can’t offer you a refund or exchange. Nevertheless, if you do receive your order late, do not worry as we have a copy of your tracking information, and we will still honor your return.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. (Resale able condition)
Additional NON-RETURNABLE items:
- Clearance Items (sold as is)
- Gift card
- Downloadable products
- Some health and personal care items
-Personalized gifts, Print on Demand orders, Custom orders. ANY ITEM MADE SPECIFICALLY FOR YOU CAN NOT BE RETURNED.
To Complete Your Non-Personalized Item Return
Please, Do Not send your purchase back to the manufacturer. We need to inspect the product and determine if it is eligible for a refund or replacement.
Shipping Returns
To return your product, please mail your product to the following address: 409 Tennant Station #1049, Morgan Hill, CA 95037-7115, United States
You (the Buyer) will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
REFUND POLICY
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
There are certain situations where only partial refunds are granted (if applicable)
- Items with obvious signs of use such as clothing, books, shoes, etc.
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. (Please wait 10 business days)
If you’ve done all of this and you still have not received your refund yet, please contact us at support@iloveheartstrings.com
EXCHANGES (if applicable)
***Please be sure to check sizing and color choices beforehand and get the correct item you intend to buy! We do not exchange products due to buyer error.
We only replace items if :
1. We have sent you the wrong item that is not shown on your order.
2. Your item was delivered damaged or defective.
If you need a replacement, send us an email at: support@iloveheartstrings.com and send us a picture of your item along with receipt and we will make it right.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We will not guarantee a refund if we do not receive your returned item.
Feel free to reach out to us if you have any problems with your order. Email us at support@iloveheartstrings.com