These Terms & Conditions explain the basis on which you may use the Heartborne Gifts website and purchase from us. By placing an order, you agree to these terms together with the policies made available on our store, including our Refund Policy and Shipping & Delivery information.
Last updated: 25 August 2026.
Orders, product information & personalisation
We take reasonable care to present product descriptions, photographs, colours, dimensions, prices and available options accurately. Screen settings and production processes can create minor differences, but we do not intend those differences to materially change the product you have purchased.
Order acceptance: placing an order does not require us to fulfil an order that cannot reasonably be completed. We may refuse or cancel an order where necessary because of suspected fraud, a clear pricing or listing error, product unavailability, payment problems or another genuine fulfilment issue. If we cancel an order after taking payment, we will deal with the amount paid in accordance with applicable law.
Personalisation: you are responsible for checking names, dates, engraving, spelling, sizes, finishes and other selections before submitting your order. If a personalised item is produced correctly according to the information you supplied, it may not qualify for a free remake, exchange or refund simply because the submitted details were incorrect, subject always to rights that cannot legally be excluded.
If you need to request a change or cancellation, contact us as soon as possible. Made-to-order production can begin quickly, so we cannot guarantee changes once production or fulfilment has started.
Pricing, payment & delivery
Prices, available currencies, taxes and shipping charges may vary by destination or market. The total amount payable will be shown during checkout before you complete the purchase. Payment must be made using one of the methods available at checkout.
Delivery dates shown on the website are estimates unless we expressly state otherwise. Production time, carrier delays, customs processing, weather and peak periods can affect the final arrival date. Current destination-based estimates and tracking guidance are available on our Shipping & Delivery page.
Customers are responsible for providing a complete and accurate delivery address. If an address needs to be changed after ordering, we will try to assist when possible, but a change cannot be guaranteed after fulfilment has begun.
Returns, remakes & consumer rights
Our Refund Policy explains how we handle change-of-mind requests, personalised items, customer-entered errors, damaged products, incorrect orders, replacements and approved refunds.
If an item arrives damaged, defective, incorrectly produced or not as described, please contact us promptly with your order number and useful photographs. Where an issue is confirmed, a remake or replacement will normally be our first solution when appropriate. If that is not suitable or cannot be provided, we will consider any other remedy required under the law that applies to your purchase.
Nothing in these terms or our other policies is intended to exclude, restrict or replace statutory consumer rights that cannot legally be excluded.
Using our website
You may use our website only for lawful purposes. You must not attempt unauthorised access, interfere with the operation or security of the store, introduce malicious code, scrape or reproduce protected content for improper commercial use, or use the site in a way that infringes the rights of Heartborne Gifts or another person.
Unless otherwise stated, our branding, original written content, graphics and other original materials are owned by or licensed to Heartborne Gifts. They may not be copied, republished or used commercially without permission except where the law permits.
Our store may use third-party providers for payments, fulfilment, shipping, analytics and other services. Those providers may have their own terms and privacy practices that apply when you interact with their services.
Changes & contact
We may update these Terms & Conditions when our store, services or legal requirements change. The version published on the website at the relevant time will apply to the extent permitted by applicable law.
If you have a question about these terms or an order, please use our Contact page. For order-related enquiries, including your order number will help us assist you more efficiently.