Returns & refunds

Our 15-day promise

If you are not happy with your order, email support@theheartgem.com within 15 days of delivery.

Include your order number — it is in your confirmation email — and a sentence about what went wrong. There is no form to fill in; we will reply and tell you what happens next.

Changed your mind?

We accept change-of-mind returns within 15 days of delivery, as long as the item is unused and in its original sealed box.

Email us first for approval and the return address. Return postage is paid by you, and your refund is issued once the item arrives back in its original condition. Parcels sent without approval can go astray, and would not be refunded any faster.

Damaged, wrong, or missing

Damaged or not what you ordered: tell us within 15 days of delivery and include a photo of the item and its packaging. We will refund or replace it, and you do not pay to send it back if we ask for it.

Marked delivered but not received: tell us within 15 days of the delivery date. We will check the carrier's tracking and delivery details, and refund or replace it once we have.

Not arrived yet: if your order has not arrived by the end of its delivery window, write to us and we will find out where it is.

How refunds are paid

Refunds go back to the card you paid with. We issue them promptly; how quickly the money appears is up to your bank, and it is commonly three to ten business days.

Sales tax, where it was charged, is refunded with the order. Shipping is free, so there is nothing to deduct.

Cancelling an order

Write to us as soon as you can. Orders go to our warehouse within minutes of being placed, so we cannot promise to stop one — but we will try, and if it has already shipped it falls under the rest of this policy instead.