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

1. Damaged or Defective Items

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If an item arrives damaged or defective, please let us know within 10 days of delivery. We will happily replace the item or issue a full refund, and shipping is entirely on us!

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• How to return: Shoot us an email at productsmgmt.hearttouchgifts@aol.com to request a Return Code and a pre-paid shipping label.

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• Note: Please wait for your Return Code before shipping your item back, as it helps our small team process your return without delays!

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

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If you are simply unsatisfied with a ready-made item, you can return or exchange it within 10 days of delivery. Items must be unused, in their original condition, and securely wrapped.

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• How to return: Fill out the Return Sheet included in your box and drop the package in the mail. A Return Code is not required for general returns.

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• While we don't charge restocking fees, please note that we do not cover return shipping for general returns or refund original shipping charges—though we’re always here to help make the process as easy as possible!

 

3. When We Make a Mistake

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Hey, we're human! If we sent you the wrong item, we will fix it immediately at no extra cost to you. Email us at productsmgmt.hearttouchgifts@aol.com within 10 days of delivery for a Return Code and a pre-paid shipping label, and we will ship out the correct item or issue a refund.

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What Cannot Be Returned (Final Sale)

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• 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).

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

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• Flash Sales & Pop-Up Sales: All items purchased during flash sales are final sale. We do not offer retroactive discounts on previous purchases.

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Processing & Shipping Info

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• Processing Time: Once we receive your package, returns are processed within 3–7 business days, and exchanges take 7–14 days. We’ll send you an email confirmation the moment it’s done!

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• Refunds: Once processed, your refund will generally appear back on your original payment method within 5–7 business days (depending on your bank).

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• Our Mailing Address Note: Our studio cannot accept deliveries from UPS or DHL. Please only use USPS or FedEx Smart Post for your returns to make sure they reach us safely at: P.O. Box 765, Bayonne, NJ 07002-0765.​