Returns & Refunds
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:
- the supply of goods that are made to the consumer's specifications or are clearly personalized;
- 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.