SHIPPING & RETURNS
Shipping Timeline:
All our products are made-to-order, special, just for you! This means that production times can vary significantly. Thus, delivery estimates are just that, ESTIMATES.
Production typically takes roughly 5-10 Business Days but may be longer in the case of larger order quantities. When delivery estimates are given, please bare in mind that delivery time starts after production. So, it could take a while, BUT, we will do everything we can to get your order to you as soon as possible.
If we can get your product to you sooner, we most definitely will!
Once a product has been sent out for delivery, where applicable, a tracking number will be provided to the user.
Heartbeat Threads SA reserves the right to alter shipping costs at any time.
Costs are quoted up to a total of ten (10) items per person; for orders of larger than 10 items, custom shipping applies and a sales consultant will contact you regarding regarding this fee or make a query to info@heartbeatthreads.com
Shipping Responsibility:
Quality checks are done personally on all our orders prior to delivery.
Once handoff has been made to third-party delivery agencies, possession is deemed to have passed to the purchaser and thus the onus of care shifts.
The user understands and agrees that Heartbeat Threads SA takes no responsibility for any damages that may occur in transit.
Returns/Exchanges/Refunds:
Products purchased from Heartbeat Threads SA may be returned for the following reasons:
- The product is defective upon receipt; and/or
- A different product to what was ordered arrives.
(this must be reported within 3 days of receiving the order)
Any items returned for the aforementioned criteria should be returned within 7 working days of receipt and should also meet the following criteria:
- The defective / wrong product must be returned as sold (i.e. in the original packaging) within 7 days of receiving the package.
- After 7 days, defective items will be subject to warranty approval by the respective manufacturer. “Wrong” item claims will not be processed after 7 days of you receiving an order.
In the case of the wrong product being shipped, Heartbeat Threads SA will first try to obtain the desired product failing which a refund will be offered.
In the case of product defects, Heartbeat Threads SA will first try to repair any defects or find a suitable replacement before processing any refunds.
Should a product be returned and it be found upon investigation that the product does not fall under the warranty and/or there have been accidental/customer-incurred damages, the customer shall be liable for both shipping and repair costs.
The user warrants that they have ascertained the specifics (including, but not limited to, size, colour, type, style and purpose) of their product and subsequent order to be correct. Heartbeat Threads SA will not be held liable for any negligence, omission or error made by the user whilst interacting with this site and that of third-parties.
Exchanges are subject to availability of alternatives and condition of the product being exchanged. Heartbeat Threads SA reserves the right to decline a request for refund, return and/or exchange where, in its sole discretion, finds the product to be in an unsuitable condition.
Costs of exchanges are to be borne by the user where the correct item has been delivered.
No returns, refunds or exchanges will be considered on Sale items.
Shipping timelines are only estimates and Heartbeat Threads SA shall not be liable for any changes or delays of such.
No cancellations will be processed once an order has been paid. If an order is cancelled after any amount has been paid towards that order, such amount is forfeit and not subject to a refund. Only orders paid for in full will be processed for manufacturing.