Returns & Exchanges

"We want you to love what's in your nest."

❤︎ Our Promise to You

We want every heartinal treasure to feel like it was made just for you
—because in a way, it was.

If something isn't quite right, don't worry. We'll make it right.
Whether you need a different size, received a damaged item,
or just changed your mind, we're here to help.

You have 30 days from delivery to request a return or exchange.

Start a Return or Exchange

To start your return:

1. Reach out to us:  heartinal.store@gmail.com
2. Enter your order number and the items you're returning
3. Tell us why (this helps us improve!)
4. If approved, we'll send you a return address*
5. Ship your item back to us

* based on customer region/location

📦 Please note: Return shipping costs are the responsibility
of the customer, unless the item was damaged or defective.
We recommend using a trackable shipping method.

Size Exchanges

The "Oops, Wrong Size" Situation

It happens! Maybe you were between sizes.
Maybe you ordered for someone else.
Maybe you just grabbed the wrong one. No judgment here.

Here's how we handle size exchanges:

Option 1: Standard Exchange

1. Return the original item to us (using the steps above)
2. Once we receive it, we'll ship the correct size—free of charge
3. You'll receive tracking once it's on its way

Option 2: Keep It + Reorder

1. Keep the wrong-size item (pass it along to a friend!)
2. Place a new order for the correct size
3. Reply to your order confirmation email with both order numbers
4. We'll refund your original order

Damaged or Defective Items

Oh no! Something arrived broken?

That's not the heartinal experience we want for you.
If your item arrived damaged or with a defect:

Email us within 7 days at heartinal.store@gmail.com

Include:
• Your order number
• A photo of the issue
• Your preference (replacement or refund)

We'll make it right—immediately. No return needed.
We'll send a replacement or issue a refund right away.

Refunds

How refunds work

Once we receive your returned item:

• We'll inspect it within 5-7 business days
• If approved, we'll refund your original payment method
• You'll receive an email confirmation when the refund is processed
• Depending on your bank, refunds typically appear
  within 5-10 business days

Original shipping charges 
are non-refundable unless the return is due to our error.

Return shipping costs 
are the responsibility of the customer unless the item was damaged or defective.

What Can't Be Returned

A few items are final sale:

• Gift cards (but they never expire!)
• Items marked as "Final Sale"
• Items returned after 30 days
• Items that show signs of wear, washing, or use

If you're unsure whether your item qualifies,
just email us—we're happy to help.

International Returns

For orders shipped outside the USA:

• Return shipping costs are the responsibility of the customer
• Please use a trackable shipping method
• We recommend keeping your tracking number until your refund is processed
• Customs fees and duties are non-refundable

Frequently Asked Questions

How long do I have to make a return?

You have 30 days from the delivery date to start your return.
Items received after 30 days may not be accepted.

Who pays for return shipping?

• Changed your mind or wrong size? 
Return shipping is on the customer.

• Damaged or defective? 
We'll cover return shipping and send a replacement free of charge.

How do I exchange for a different size?

Follow our return instructions to start your exchange.
Once we receive your original item, 
we'll ship the correct size—free of charge.

If you need the new size quickly,
consider the "Keep It + Reorder" option above!

Can I return something I bought as a gift?

Absolutely! If you received a heartinal item as a gift and need to return it,
just email us at heartinal.store@gmail.com with:

• The gift giver's name (if you know it)
• A photo of the item
• Your preference (refund to gift giver, or store credit for you)

How do I know if my return was received?

You'll receive an email when your return arrives and again when your refund is processed. You can also track your return using the tracking number from your shipping label.

What if my item gets lost on its way back to you?

We're not responsible for items lost in transit, which is why we recommend using a trackable shipping method. If your return is lost, please contact your shipping carrier with your tracking number.

I have a different question!

We're here to help! Reach out anytime:
📧 Email: heartinal.store@gmail.com

Response time: 
We typically reply within 24 hours (and often faster).
If it's a weekend or holiday, we might be nesting
—but we'll get back to you as soon as we can.

Return Policy Quick Reference

We want you to love what's in your nest.
If something isn't right, we'll make it right. Promise. 🐦❤️