Delivery & Refunds

Delivery

Most orders are sent via Royal Mail or Parcel force. Sometimes alternative couriers are used for worldwide shipping to benefit the customer with reference to speed or cost.

HeartsandNines ship worldwide. We’ve tried our best to make the postage charges as close to the actual cost of postage as possible. Sometimes our automated calculation generates a postage charge which is either too high or too low, particularly if you are ordering multiple heavier items outside the UK. We reserve the right to revise your postage for your order to include any additional postage costs or refund the difference if we can obtain it cheaper! You will be offered the option of cancelling or changing your order and NEVER be charged extra without your full consent.

Any order placed after 3pm may not be printed out & processed until the NEXT business day. (So if you place an order on Friday at 4pm GMT or later, it may not be processed until Monday morning). Weekends or Bank/Public Holidays are not counted as business days.

Most of our orders are processed the same business day after you’ve placed the order however some orders do take longer mainly due to credit card authorization, security issues and high volume.

While most orders arrive in a very timely manner, shipping times cannot be guaranteed. Please note that circumstances do arise that are beyond our control, i.e. – extreme weather conditions, lost or misrouted packages due to the Royal Mail, as well as credit card authorization problems. In these rare situations, the delivery time can be delayed and expected shipping times are not guaranteed. We do everything within our control to ensure the fastest delivery times. (Please see Royalmail.com for full terms & conditions)

UK Orders

Value Signed 1st Class 1-2 Days Signed 2nd Class 3-5 Days 1st Class 1-2 Days
Under £10 £6.99 £5.99 £3.99
£10 – £49.99 £5.99 £4.99 £2.99
£50 – £64.99 £4.99 £3.99 £1.99
£65 – Over Free Free Free
Uncut Sheets Parcel Force 48 £11.99 N/A N/A

 

Europe Orders

Value International Tracked & Signed 3-5 Days International Tracked 3-5 Days International Standard 3-5 Days
Under £10 £12.99 £11.99 £6.99
£10 – £49.99 £11.99 £10.99 £5.99
£50 – £64.99 £10.99 £9.99 £3.99
£65 – £79.99 £9.99 £8.99 £2.99
£80 – Over Free Free Free
Uncut Sheets Parcel Force 48 £11.99 N/A N/A

 

Rest Of The World

Value International Tracked & Signed 5-7 Days International Tracked 5-7 Days International Standard 5-7 Days
Under £20 £13.99 £12.99 £7.99
£20 – £64.99 £12.99 £11.99 £6.99
£65 – £79.99 £11.99 £10.99 N/A
£80 – £99.99 £10.99 £9.99 N/A
£100 – Over Contact For Quote
Uncut Sheets Parcel Force 48 £14.99 N/A N/A

Please note: Uncut sheets are exempt from any free shipping rules & will incur a one off charge of £11.99 for UK & European orders & £14.99 for the rest of the world, (for any quantity) ON TOP of any other shipping costs. This is due to them being shipped separately via the most affordable method possible, usually Royal Mail First Class or Parcel Force 48 (Tracked).

Duties & Taxes: Non EU (European Union) customers are responsible for any VAT, customs fees, or duties that may be due at time of delivery. These fees are solely the responsibility of the recipient & in no way are HeartsandNines liable for for any customs charges. The value and description of items shipped will always be accurately stated.

RETURNS

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Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

In the first instance it is always best to contact us to discuss the reason for your return. Once approved we will issue you with a returns number for faster processing.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at admin@heartsandnines.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@heartsandnines.com and send your item to: 21 Cheviot Way, ASHFORD, KENT, TN24 8RF, United Kingdom.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 21 Cheviot Way, ASHFORD, KENT, TN24 8RF, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £65, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.