Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need proof of purchase. 

To start a return, you can contact us at heartstringsdesignhouse@gmail.com. Please note that returns will need to be sent to the following address: 11400 Fairfax Drive, Great Falls, VA 22066

You can always contact us for any return questions at heartstringsdesignhouse@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right!

Exceptions / non-returnable items
Custom products cannot be returned (such as special orders or personalized items). If there is an issue with your custom piece, please reach out to us and we will work together to figure out a solution. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at 1margaretlyons@gmail.com.