Delivery

When will I get my order?

Usually, it takes 3–7 business days to fulfil an order, after which it is shipped out. The shipping time depends on your location, but can be estimated as follows:

• USA: 3–4 business days
• Europe: 6–8 business days
• Australia: 2–14 business days
• International: 10–20 business days

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide! 

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 neighbors 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 neighbors, get in touch with us at support@hourheart.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.

Orders

How are your products made?

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@hourheart.com .

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 support@hourheart.com within a weeks' time 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!

Of course! If you receive a misprinted or damaged product we are more than happy to recreate it for you. Other than this all the sales are FINAL and cannot be returned.

Returns

Any claims for misprinted/damaged/defective items must be submitted within 24 hours after the product has been received. For packages lost in transit, all claims must be submitted no later than 3 days after the estimated delivery date.

Claims deemed an error on our part are covered at our expense!

What’s your return policy?

All sales are final please read our -  All sales are final policy!

All of our products are crafted uniquely for you based on the specifications you provide. Since every item is custom-made to fit your specific details, we don’t offer returns and exchanges. However, if there’s an issue with your personalized order, please reach out to us at support@hourheart.com, and we'll do our best to assist you!

Refunds

Do you offer refunds?

Refunds are only offered to customers that receive the wrong items, damaged items or misprinted items. If any of these apply, please contact us  at support@hourheart.com with photos of wrong/damaged items and we’ll sort that out for you.

Every product we create is uniquely tailored to your specifications, making it a one-of-a-kind item. Due to the custom-made and personalized nature of our products, we cannot offer refunds for buyer’s remorse. Refunds are only granted for the specific issues mentioned previously. We deeply value your understanding and trust in our craftsmanship.

Can I exchange an item for a different size/color?

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@hourheart.com within a week after receiving your order. Include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund!

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore we reserve the rights to refuse returns at our sole discretion.

Payment Methods

At hourheart.com, we value our customers and strive to provide a variety of payment methods for a seamless shopping experience. We securely accept the following payment options:

• Visa
• Mastercard
• American Express (AMEX)
• Apple Pay
• Google Pay
• Shop Pay
• Union Pay

Payment Security

We prioritize your security and confidentiality. Our website employs encryption and security measures to safeguard your personal information and ensure that your shopping experience is safe, simple, and secure. All transactions conducted on our website are encrypted using Secure Socket Layer (SSL) technology, ensuring that your personal information is safe from unauthorized access.

Transaction Processing

When you make a purchase at hourheart.com, your payment will be processed through Shopify Payments, a secure and trusted payment processing platform. Upon placing an order, your bank or card issuer will pre-authorize your designated payment method to ensure sufficient funds are available. Your account will be charged once your order has been processed and confirmed.

Currency

All prices and transactions are processed in EURO (EUR). If you are shopping from outside EURO zone, the currency conversion will be managed by your credit/debit card company, and your statement will reflect the applicable conversion rate.

Taxes

Applicable sales tax will be added to your order as per the prevailing tax laws of your state, country, or region. International shoppers may be subject to additional duties and taxes, which are applied once a shipment reaches your country. hourheart.com has no control over these charges and cannot predict what they may be.

Order Cancellation and Refunds

hourheart.com adheres to a stringent order cancellation and refund policy. Please refer to our Returns and Refunds Policy Page for detailed information regarding order cancellations, returns, and refunds.

Contact Us

If you encounter any issues or have queries regarding payment, please do not hesitate to contact our Customer Support Team at support@hourheart.com. We are dedicated to ensuring that your shopping experience is smooth and satisfactory.

Changes to Our Payment Policy

hourheart.com reserves the right to modify this Payments Legal Page at any time. Changes and clarifications will take effect immediately upon their posting on the website. We encourage you to review our Payment Policy periodically to stay informed about our payment practices.