Shipping & Returns
Shipping & Returns
Last updated: July 4, 2026
Handmade at Heart sells personalized gifts that are made to order. Production and delivery timing can vary by product type, personalization details, destination, carrier, and seasonal order volume.
Production time
Orders enter production after payment is completed and personalization details are received. Typical production time for personalized items is 2 to 7 business days, but complex custom designs or peak seasons may require additional time.
Shipping and tracking
When an order ships, tracking information is sent by email when available. Carrier scans may take 24 to 72 hours to update after a shipping label is created.
Delivery estimates
Delivery estimates shown at checkout, in tracking emails, or by the carrier are estimates only. Actual delivery may be affected by carrier delays, customs review, weather, holidays, high-volume periods, or incorrect shipping information.
Address accuracy
Please check the shipping address carefully before placing your order. If an address is incorrect, contact us immediately. We can only update an address before the order enters fulfillment or shipment.
Lost or stalled packages
If tracking has not updated for several business days or a package appears lost, contact us at info@handmadeatheart.com with your order number. We will review the shipment status and help with the next steps.
International orders
International orders may be subject to customs processing, duties, taxes, or import fees depending on the destination country. These charges, when applicable, are the customer's responsibility unless stated otherwise at checkout.
Contact
For shipping questions, email info@handmadeatheart.com or message WhatsApp +44 7840884714.
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.