Frequently Asked Questions
Need a quick answer before placing an order or while waiting for a gift to arrive? The questions below cover the things customers most often need to know about ordering, personalisation, delivery and support.
If your question is specific to an existing order, please use our Contact page and include your order number so we can help more quickly.
Are Heartborne Gifts products made to order?+
Many of our jewellery pieces are made to order, and selected products can be personalised. Preparation can therefore begin shortly after an order is placed rather than the item simply being taken from a shelf.
Can I change or cancel my order after purchase?+
Please contact us as quickly as possible. Production can begin shortly after an order is placed, so we cannot guarantee that changes or cancellations will be possible once production has started.
What if I entered the wrong engraving, size or finish?+
Please contact us immediately with your order number and the correct details. If production has not started, we will try to help. If the product has already been made according to the information submitted, a free change, remake or refund might not be available.
Does my gift arrive in a presentation box?+
Packaging and presentation options vary by product. The product page will show whether a standard presentation box or an upgraded gift-box option is included or available for the item you select.
How long does delivery take?+
Delivery time includes production or preparation followed by carrier transit. After dispatch, estimated delivery is usually 3–10 business days in the United Kingdom, 2–5 business days in the United States, 4–8 business days in Canada and typically 3–10 business days for other international destinations. See Shipping & Delivery for full details.
Will I receive tracking?+
Where tracking is available, we will send a shipping confirmation email containing your tracking link after the order has been dispatched. You can also review our Order Tracking page for help.
Do you ship internationally?+
We ship to a range of international destinations. Available destinations and shipping charges are shown during checkout. Local customs duties, import taxes or processing delays may apply depending on the destination.
What if I entered the wrong delivery address?+
Please contact us immediately. We will try to update the address if fulfilment has not started, but an address change cannot be guaranteed once the order has entered production or dispatch.
What if my item arrives damaged, defective or incorrect?+
Please contact us promptly with your order number, a description of the issue and clear photographs. Where the problem is confirmed, a remake or replacement will normally be our first solution when appropriate. See our Refund Policy for more information.
Can I return a personalised item if I change my mind?+
Because personalised and made-to-order products are created specifically for you, we generally cannot accept a change-of-mind return once production has begun. This does not affect consumer rights that cannot legally be excluded.
My tracking has not moved. Should I be worried?+
Tracking can take a short time to show its first update after a parcel is handed to the carrier, and scans can occasionally be delayed while the parcel is still moving. If there has been no update for an unusual period, please contact us with your order number and tracking details.
How do I contact Heartborne Gifts about an order?+
Please use our Contact page and include your order number, the email address used at checkout and a short explanation of how we can help.