Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at carline.lubin@icloud.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at carline.lubin@icloud.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at carline.lubin@icloud.com.
Shipping Policy
At Heart Shop is committed to getting your order to you safely and as quickly as possible.
Order Processing
Orders are typically processed within 1–3 business days after payment is confirmed.
Orders placed on weekends or holidays will begin processing on the next business day.
During launches, promotions, holidays, or periods of high order volume, processing times may be slightly longer.
Shipping Options
We currently offer shipping within the United States.
Available shipping options and estimated delivery times are displayed at checkout.
Our standard options may include:
Standard Shipping: approximately 3–5 business days after processing
Express Shipping: approximately 1–2 business days after processing
Free Standard Shipping: available on qualifying orders of $70 or more
Shipping rates and delivery estimates may vary depending on the destination, package size, weight, and carrier.
Delivery Estimates
Delivery dates are estimates and are not guaranteed.
Once an order has been handed over to the shipping carrier, delays caused by weather, carrier disruptions, holidays, incorrect addresses, or other circumstances outside of At Heart Shop’s control may occur.
Tracking
When your order ships, you will receive a shipping confirmation with tracking information when available.
Please allow time for the carrier’s tracking system to update after your package is shipped.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
At Heart Shop is not responsible for delays or losses caused by incorrect or incomplete addresses provided by the customer.
If you notice an address error, contact us as soon as possible. We cannot guarantee changes once an order has entered fulfillment or has been shipped.
Lost, Stolen, or Missing Packages
If your tracking information shows that your package was delivered but you cannot locate it, please first check with household members, neighbors, your building management, and the shipping carrier.
If you still cannot locate the package, contact us and we will do our best to assist.
At Heart Shop is not responsible for packages lost or stolen after confirmed delivery by the carrier.
Damaged Packages
If your order arrives damaged, please contact us promptly and include photos of the item and packaging so we can review the issue.
Returned or Undeliverable Packages
If a package is returned to At Heart Shop because of an incorrect address, refused delivery, or unsuccessful delivery attempts, additional shipping charges may apply before the order can be resent.
International Shipping
At this time, we are focused on shipping within the United States. International shipping may be added in the future.
Questions About Your Order
For questions regarding shipping or an existing order, please contact us through our website contact page or customer service email.
At Heart Shop reserves the right to update this Shipping Policy as our shipping services and business operations evolve.