Heart & Hands – Handmade Baby Items
At Heart & Hands, every item is lovingly handmade with care and attention to detail. We want you to be completely happy with your purchase. Please read our Refund & Exchange Policy below.
Handmade Nature
Each product is handmade, which means small variations in colour, stitching, or design may occur. These are not considered faults but part of the charm of handmade items.
Refunds
Due to the handmade and often custom nature of our products, we do not offer refunds for change of mind.
Refunds are only available for items that arrive faulty or damaged.
If you believe your item is faulty:
- 1.Please contact us within 7 days of receiving your order at [email protected].
- Include your order number, a brief description of the issue, and clear photos showing the fault.
- We will assess the issue and, if approved, offer a replacement or refund.
Refunds will be processed using your original payment method. Please allow a few business days for your bank or payment provider to process the refund.
Exchanges
We want you to love your purchase!
We offer exchanges on unused, unopened, and unwashed items within 14 days of delivery, provided they are in original condition and packaging.
Customers are responsible for:
- Return postage costs, and
- Shipping costs for the exchanged item to be sent out again.
We recommend using tracked postage for returns, as Heart & Hands cannot be responsible for lost parcels.
Please contact us at [email protected] before returning any items to arrange your exchange.
Custom & Personalised Orders
Custom or personalised items (including name embroidery or made-to-order products) cannot be refunded or exchanged, unless they arrive faulty or damaged.
Cancellations
Orders can only be cancelled within 24 hours of purchase. Once work has begun on a handmade or custom order, it cannot be cancelled.
Need Help?
If you have any questions about refunds, exchanges, or care for your handmade item, please contact us at:
Email: [email protected]
We’re always happy to help!
