Refund policy
Every Heart Memento piece is made for one person.
We don't keep shelves of stock. When your order comes in, your message card is printed and your piece is assembled to order in the USA, then sent to you. That's what makes it a gift rather than a purchase — and it's also why our policy works a little differently from a shop selling off the shelf.
Here's exactly where you stand.
If something arrives damaged, faulty, or wrong
We'll replace it free, and you won't need to pay return shipping. Just send us photos within 7 days of delivery so we can see what went wrong.
This covers a piece that arrived broken or scratched, a message card printed incorrectly, the wrong item in the box, or damage that happened in transit.
Email us at heartmementos@gmail.com within 7 days of delivery with:
- Your order number
- A photo of the item
- A photo of the shipping box if the damage looks like it happened on the way
We'll have a replacement in production as soon as we've seen the photos. You keep the original — please don't post it back unless we ask.
If you made a mistake in your personalization
It happens more often than you'd think, and we'd rather help than hide behind the rules. Because your piece is engraved or printed with what was entered at checkout, we can't resell it and we can't undo it.
Within 6 hours of ordering, email us — if it hasn't entered production yet, we'll correct it at no charge.
After production has started, we'll offer you a remake at a reduced price. Not free, but not full price either. Just write to us.
If you've changed your mind
Personalized and made-to-order items can't be returned or refunded once production has begun. This is standard for custom goods, and it's the trade-off that lets us make something unique for you rather than shipping you something generic.
If your order hasn't entered production yet, we'll cancel it and refund you in full. Email us quickly and we'll do our best.
Customers in the EU and UK: your statutory right to withdraw within 14 days does not apply to goods made to your specification or clearly personalized. It does apply to any non-personalized item — contact us and we'll arrange the return.
If your parcel is lost or hasn't arrived
If tracking shows delivered but nothing's arrived, check with neighbours, your building's mail room, and any safe place the carrier might have used. Parcels marked delivered often surface within a day or two.
Still missing 7 business days after the delivery scan, email us. We'll open a claim with the carrier and arrange a replacement.
If the parcel was returned to sender because of an incomplete or incorrect address, we'll reship it once you confirm the correct address. A reshipping fee applies, since the postage has already been spent.
Refunds
Where a refund is due — an order cancelled before production, or a case we can't resolve with a replacement — it goes back to your original payment method within 10 business days. Your bank may take a few days more to show it.
Talk to us first
Genuinely. Before leaving a review or opening a dispute, email heartmementos@gmail.com. We're a small team and we read every message ourselves. Most problems can be sorted in a single email — give us the chance before you open a dispute.
We reply within 2 business days.