Refund Policy
Last updated: July 4, 2026
Handmade at Heart creates personalized and made-to-order gifts. Because many products are produced specifically for each customer, our return and refund rules are different from non-custom retail items.
Personalized and custom items
Personalized products usually cannot be returned or refunded because of a change of mind, buyer's remorse, spelling mistakes submitted by the customer, incorrect dates, low-quality uploaded photos, wrong personalization details, or an incorrect shipping address entered at checkout after production has started.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, misprinted, or materially different from the order details, contact us within 7 days of delivery. Email info@handmadeatheart.com with your order number, a description of the issue, clear photos of the product, packaging, and shipping label when relevant.
Our resolution process
After reviewing the issue, we may offer a replacement, remake, store credit, or refund depending on the situation. Approved refunds are returned to the original payment method when possible. Processing times depend on the payment provider or bank.
Cancellations and order changes
Contact us as soon as possible if you need to cancel or change an order. We can only cancel or edit an order before it enters production or fulfillment. Once production begins, changes may not be possible.
Non-returnable situations
- Customer-submitted spelling, name, date, message, size, or photo mistakes after production begins.
- Items delayed because of carrier scans, customs, weather, seasonal volume, or an incorrect address supplied by the customer.
- Products damaged by misuse, improper care, or normal wear after delivery.
Contact
For refund or replacement help, email info@handmadeatheart.com or message WhatsApp +44 7840884714. Mailing address: 84 Valley View Street, Monsey, NY.