At Heartborne Gifts, many of our jewellery pieces are made to order, and some are personalised specifically for you. We carefully prepare every order and want you to be happy with what you receive.
Personalised & Made-to-Order Products
Because personalised and custom-made products are created specifically for you, we generally cannot accept returns or exchanges simply because you have changed your mind once production has begun.
This normally includes orders where the customer entered incorrect engraving or personalisation details, selected the wrong size, finish or other option, or changed their mind after production started.
Please check all personalisation details and product options carefully before completing your purchase.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, incorrectly produced or not as described, please contact us as soon as possible.
To help us resolve the issue quickly, please provide your order number, a short description of the problem and, where possible, clear photographs showing the issue.
Remakes & Replacements
Where an issue is confirmed, our usual first solution is to arrange a replacement or remake at no additional cost.
If a replacement or remake is not appropriate or cannot be provided, we will review the circumstances and provide any remedy required under the consumer laws applicable to your purchase.
Customer-Entered Errors
We are generally unable to provide a free remake, return, exchange or refund where an item was produced correctly according to the information submitted with the order. This includes incorrect engraving, wording, size, finish or other personalisation details entered or selected by the customer.
Non-Personalised Products
For products that are not personalised or custom-made, return and cancellation rights may vary depending on your location and the laws that apply to your purchase. Please contact us before returning any item so we can confirm the appropriate process.
Order Changes & Cancellations
If you need to change or cancel an order, please contact us as quickly as possible. Production can begin shortly after an order is placed, so we cannot guarantee that an order can be changed or cancelled once production has started.
Refunds
Where a refund is approved or required by applicable law, it will normally be returned to the original payment method. Processing times can vary depending on your bank or payment provider.
Contact Us
If there is a problem with your order, please contact our support team through our Contact Us page. We will review the issue and work with you to find an appropriate solution.
Applicable Consumer Rights
Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded under the laws applicable to your purchase.
By placing an order with us, you acknowledge that personalised and made-to-order items may not be eligible for change-of-mind returns, subject always to any rights that cannot legally be excluded.