Help Center
Damaged or defective items
What if my order arrives damaged or defective?
Please inspect your order when it arrives and report any damage or defects promptly, ideally within 7 days and no later than 30 days after delivery. Email customerservice@heartsattic.com with your order number and clear photos of the item, damage, shipping box, and packaging. Keep the item and all packaging while we review your request.
We will review your request and help arrange an approved replacement, which is our preferred resolution, or refund. Please contact us before returning or disposing of anything. If a return is required for an approved damage or quality claim, we will provide a prepaid return label and instructions.
No restocking fee applies to approved damaged, defective, or incorrectly shipped items. If you received the wrong item, email your order number and photos so we can arrange the appropriate resolution and any required return at no shipping cost to you.
Are small handmade variations considered defects?
Handmade pieces may have slight differences in color, texture, finish, or shape. If something seems wrong, send us photos so we can help review it.
Returns and refunds
Can I return an item if I change my mind?
Contact customerservice@heartsattic.com within 14 days after delivery to request a return. Items must be unused, unassembled, and in their original packaging. Returns require approval and instructions before shipment. Please do not send an item to the address on its shipping label without contacting us first.
Who pays return shipping?
Change-of-mind returns are subject to a 20% restocking fee, calculated from the price you paid for the returned item after any discounts, excluding tax and shipping. You are responsible for return shipping and must provide a tracking number. Original outbound shipping costs are not refundable and may be deducted even when your order qualified for free shipping. We will explain applicable shipping deductions before you proceed. Return shipping will not be charged twice if a return label cost is deducted from your refund.
When will I receive my refund?
Once your approved return has been received and inspected, we will notify you of the outcome. Approved refunds go to your original payment method. Your bank or payment provider may take additional time to post the credit.
Can I exchange an item?
For damage or defects, contact us so we can review replacement options. For a different item, contact us about an approved return before placing a new order.
Shipping and orders
Do you offer free shipping?
We offer free standard shipping with no minimum purchase to the 48 contiguous United States and Washington, DC. This does not include Alaska, Hawaii, U.S. territories, military addresses, or international destinations.
How soon will my order ship?
In-stock items generally ship within 24–72 business hours after your order has been submitted for fulfillment. This is the processing timeframe, not a guaranteed delivery date. Delivery time varies by destination and carrier. We will send tracking information when it is available. If an item becomes unavailable, we will contact you about your options.
Can I cancel or change my order?
Email customerservice@heartsattic.com as soon as possible. We will check whether a change or cancellation is still possible. Cancellation after processing has begun or an order has shipped is subject to a 20% restocking fee, calculated from the price paid for the canceled item after any discounts, excluding tax and shipping. A shipped order may need to follow the return process, including applicable shipping deductions. The restocking fee is charged once, not once for cancellation and again for the same return. No fee applies when we cancel because an item is unavailable or because of our error.
What if I entered the wrong address?
Contact us immediately. We will try to help before shipment. Address corrections, redelivery, or returned shipments may involve additional costs.
How do I contact Hearts Attic?
Email customerservice@heartsattic.com or use our Contact Us page. Include your order number if your question concerns an order.