Refunds & Returns

Overview

This policy outlines how Heart & Thorn handles damaged items, refunds, replacements, and delivery-related issues.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the damaged item(s) and original packaging are required for assessment.

Once received, customer service will review the claim and respond within 24–48 hours.

Where appropriate, a replacement or store credit may be offered. Cash refunds are not issued for items damaged during transit.

Refund Eligibility

Refunds are not available in the following situations:

• Perishable items shipped using slower or non-recommended delivery methods
• Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and ensure successful delivery
• Customized or personalized items
• Change of mind after an order has been placed
• Personal taste or preference
• Substitutions made in accordance with our guidelines
• Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, or refusal
• Orders marked as delivered where proof of delivery has been obtained
• Delays or delivery issues caused by circumstances beyond our control

Returns

Orders are prepared specifically for each customer and many items cannot be reused or resold. As a result:

• Refused deliveries are treated as undeliverable orders and are not eligible for refunds
• Perishable items cannot be returned

Undeliverable Orders & Re-Delivery

Refunds are not issued for undeliverable orders.

Re-delivery may be offered at the purchaser’s expense.

• Re-delivery fees depend on the product type and destination
• Perishable items may require remaking or replacement, and associated costs may apply when items cannot be reused or resold
• Incorrect or incomplete address information remains the customer’s responsibility

Cancellations & Order Changes

Orders begin processing shortly after payment is submitted.

• Once an order has shipped, address changes or cancellations are no longer possible
• Customers should contact us promptly after placing an order, but before shipment, for any address corrections
• During peak periods or holidays, additional notice may be required and changes cannot be guaranteed

Events Beyond Our Control

We are not responsible for refunds or credits related to delays, non-delivery, or service interruptions caused by circumstances beyond our control, including but not limited to:

• Weather conditions
• Carrier disruptions
• Labor issues
• Public emergencies

Customers are responsible for providing complete and accurate delivery information at all times.

Questions or Support

For assistance with an order, please contact customer service.

Additional delivery-related questions may be answered on our FAQ page.