Easy Steps to Make a Return/Exchange

 

 

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.

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Need to make a return or exchange right now?🛈

▶ Start a Return or Exchange Online

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

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

 

• What to do: Don't hesitate to reach out by emailing orders@hearttouchgifts.com with your order number within 10 days of delivery, and we'll sort it out immediately.

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

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When We Make a Mistake

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Hey, we're human! If we sent you the wrong item, made an error in personalization, or your item arrived damaged or defective due to an issue on our end, we will make it right at no extra cost to you.

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• What you should do: Email us as soon as possible at orders@hearttouchgifts.com and include your order number. For damaged or defective items, please include photos when possible so we can quickly assess the issue.

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• What we'll do: We'll provide a prepaid return shipping label when a return is necessary. Once we receive the item back, we'll promptly ship out a corrected or replacement item at no addition cost to you, including shipping. If you prefer a refund instead of a replacement, we'll issue a full refund for the affected item, including the original shipping charged.

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If a personalization error was made because incorrect information was submitted by the customer when placing the order, the order is not eligible for a refund or exchange under this section.

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General Returns & Exchanges (Changed Your Mind?)

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If you are not satisfied with a non-custom or non-personalized item, you may return or exchange your purchase within 30 days of delivery. Items must be unused, in their original condition, and securely packaged.

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

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• 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 for general returns and exchanges. We do not charge restocking fees.

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

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Final Sale Items (Non-Returnable)

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• Personalized Items: Because custom and personalized items are made just for you, they cannot be returned or exchanged. This does not apply if Heart Touch Gifts makes an error in the personalization, or if the personalized item arrives damaged or defective. In those cases, please refer to the "When We Make a Mistake" section above. 

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       (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.

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• Flash Sales & Pop-Up Sales: All items purchased during flash sales or pop-up sales are final sale, regardless of the discount amount. If a flash sale or pop-up sale item is also discounted 50% off or more, the Deep Discounts condition above applies as well.  Retroactive discounts cannot be applied to previous purchases.

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Processing & Refunds

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• 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!

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• 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.

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Return Mailing Information

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​❣ 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

Ground Economy.

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