Terms of service

Terms of Service

Last updated: 28 September 2026

These Terms of Service ("Terms") govern your use of heartmemento.com (the "Site") and any order you place with Heart Memento ("we", "us", "our"). By using the Site or placing an order, you agree to these Terms. If you do not agree, please do not use the Site.

1. Who we are

Heart Memento sells personalized jewelry, watches and keepsakes that are made to order. You can reach us at heartmementos@gmail.com and we reply within 2 business days. Our full contact details are set out in our Privacy Policy.

2. Who may order

You must be at least 18 years old, or the age of majority where you live, and able to enter into a binding contract. We currently sell and ship to addresses in the United States and Canada only.

3. Products and personalization

Every piece is made after you order it. Message cards are printed and engravings are produced exactly as entered at checkout, including spelling, capitalization and punctuation, so please check your text before paying. Because screens render color differently and pieces are finished by hand, small variations in tone, finish and positioning are normal and are not defects.

By submitting names, dates, photos, messages or other content for personalization, you confirm that you own that content or have permission to use it, and that it does not infringe anyone's rights or break the law. We may refuse or cancel any order containing content that is unlawful, infringing, hateful, obscene or otherwise unacceptable, and we will refund you in full if we do.

4. Orders, prices and payment

All prices are shown in US dollars and exclude any sales tax, which is calculated at checkout where applicable. Orders shipped to Canada may also be subject to GST/HST or import fees collected by the carrier on delivery; these are not included in our prices. Your order is an offer to buy, and a contract is formed when we send your order confirmation. We may refuse or cancel an order, for example if an item is unavailable, if a price or description was wrong, or if we suspect fraud, and we will refund any amount already charged.

Payment is processed by Shopify Payments and the payment providers shown at checkout. We do not see or store your card details.

5. Shipping

Delivery times, costs and free shipping thresholds are set out in our Shipping Policy, which forms part of these Terms. Production and delivery times are estimates, not guarantees.

6. Cancellations, returns and refunds

Because items are made to your specification, they cannot be returned once production has started, except where an item arrives damaged, faulty or incorrect. Full details, including how to cancel within 6 hours of ordering, how replacements work and how lost parcels are handled, are in our Refund Policy, which also forms part of these Terms. Nothing in these Terms limits any rights you have under applicable consumer law.

7. Our content

The Site and its text, images, designs, product names and brand names are owned by Heart Memento or our suppliers and are protected by intellectual property law. You may not copy, resell or use them commercially without our written permission.

8. Acceptable use

You agree not to use the Site to break the law, to interfere with its operation or security, to copy or scrape it systematically, or to place fraudulent orders.

9. Third-party links and services

The Site links to and relies on third-party services such as Shopify, payment providers and delivery carriers. We are not responsible for their content or services, which are governed by their own terms.

10. Disclaimers and liability

The Site is provided on an "as is" basis. To the fullest extent permitted by law, we exclude implied warranties and are not liable for indirect or consequential loss. Nothing in these Terms excludes liability that cannot be excluded by law. Where our liability can be limited, our total liability in connection with an order is limited to the amount you paid for that order.

11. Changes to these Terms

We may update these Terms from time to time. The version published on this page when you place your order is the version that applies to that order.

12. Governing law

These Terms are governed by German law, where our business is established. If you are a consumer, you keep the protection of the mandatory laws of your country of residence and you may bring proceedings in the courts of your place of residence.

13. Contact

Questions about these Terms: heartmementos@gmail.com.