At Heart Touch Gifts, we pride ourselves on sourcing high-quality pieces we hope you’ll love. But we understand—sometimes things just don’t work out! If you’re not completely happy with your order, we’re here to help make it right.

​

1. If Your Order Isn't Quite Right (Damaged or Quality Issues)

​

We package every order with care, but mistakes happen. If your item arrived damaged or has a quality issue:

 

• What to do: Email orders.hearttouchgifts@aol.com with your order number within 10 days of delivery, and we'll sort it out immediately.

​

• A Merchandise Return Authorization Code (MRAC) is no longer required for returns.

​​

2. When We Make a Mistake

​

Hey, we're human! If we sent you the wrong item, we will fix it immediately at no extra cost to you.

​

• What you should do: Email us at orders.hearttouchgifts@aol.com within 10 days of delivery 

• What we'll do: We'll send you a prepaid return shipping label. Once we receive the item back, we'll promptly ship out the correct one to you or issue a full refund.

​

3. General Returns & Exchanges (Changed Your Mind?)

​​

If you are not satisfied with a ready-made item, you may return or exchange it within 10 days of delivery. Items must be unused, in their original condition, and securely packaged.

​

• How to Return: Fill out the Return Sheet included in your package and send it back. A Return Code is not required for general returns.

​​

• Shipping Costs: Customers are responsible for return shipping costs for general returns and exchanges. We recommend using a trackable shipping service, as refunds cannot be issued for returns lost during transit. Original shipping charges are non-refundable. We do not charge restocking fees.

​

For additional shipping information, please visit our Shipping & Delivery page.

​​

Final Sale Items (Non-Returnable)

​

• Personalized Items: Because custom and personalized items are made just for you, they cannot be returned or exchanged. (Exception: Personalized initial monogram framed prints without a specific name can be returned or exchanged).

​

• Deep Discounts: Items marked 50% off or more are final sale. Items discounted less than 50% qualify for standard returns or store credit.

​

• Flash Sales & Pop-Up Sales: All items purchased during flash sales or pop-up sales are final sale. Retroactive discounts cannot be applied to previous purchases.

​

Processing & Refunds

​

• Return Processing Time: Once your return is received, refunds are processed within 3–5 business days. Exchanges typically take 7–10 business days to process.  We’ll send you a confirmation email as soon as it’s done!

​​

• Refund Deposit Timing: After processing, refunds typically appear on your original payment method within 5–7 business days, depending on your bank or credit card provider.

​

Return Mailing Information

​

      Important Shipping Note: Because we use a P.O. Box, we cannot accept deliveries from UPS or DHL. To ensure your return reaches us safely, please use USPS or FedEX

SmartPost.

​

Please ship your returns to: P.O. Box 765, Bayonne, NJ 07002-0765.​