Refund policy

Return Timeframe

You have 90 days from the date of delivery to initiate a return. After this period, we’re unable to accept returns or exchanges. Please note that orders cannot be cancelled or modified once they have been placed, as production begins immediately.

Return Condition & Exceptions

To be eligible for a return, your item must meet the following criteria:

  • In its original, unworn, and unaltered condition.
  • Returned with all original packaging included.

Items that show signs of wear or damage not related to shipping will not qualify for a refund.

Please Note: Custom-made, personalized, or engraved pieces are final sale and cannot be returned or exchanged unless they arrive damaged or defective.

Return Shipping & Restocking Fees

If a return is initiated for personal reasons (such as a change of mind, sizing preferences, or buyer's remorse), the customer is responsible for all return shipping costs. Return shipping fees are non-refundable.

All returns are processed through our US warehouse. A $2.00 USD restocking fee will be automatically deducted from your final refund total for all returns.

How to Start a Return

  1. Initiate the Request: Please email info@jennie-handheldhearts.com with your order number and a brief explanation, and our team will guide you through the process step by step.

  2. Receive Authorization: We will reply with step-by-step instructions and the exact shipping address for our US warehouse facility.

  3. Ship the Item: Package the item securely.

    Important Shipping Note: Jennie & Handheld Hearts is not responsible for items lost or damaged in transit back to our facility. We highly recommend using a trackable shipping service or purchasing shipping insurance.

Refunds

Inspection & Approval

Once your return is received at our US warehouse, it will be carefully inspected to ensure it meets our return criteria. You’ll receive an email confirming whether your refund has been approved or rejected based on the item's condition.

Refund Processing Time

If approved, your refund will be processed and issued to your original payment method (minus the $2.00 restocking fee). Please allow 7–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Late or Missing Refunds

If you haven’t received your refund yet, we recommend:

  1. Checking your bank account or credit card statement again.
  2. Contacting your credit card company, as it may take some time before your refund is officially posted.
  3. Reaching out to your bank to confirm the transaction status, as processing times often vary.

If you’re still experiencing issues, email info@jennie-handheldhearts.com and we’ll look into it personally.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us right away — we’ll take care of it immediately.

Email info@jennie-handheldhearts.com within 7 days of delivery with your order number and clear photos of the issue. Once verified, a replacement item will be sent at no additional cost, including replacement shipping, or a full refund will be issued with no restocking fee applied.

Questions? We’re Here for You

We’re always happy to help. If you have any questions about returns, refunds, or your order, please reach out anytime at info@jennie-handheldhearts.com.

Thank you for supporting Jennie & Handheld Hearts. Every purchase helps us continue creating meaningful work, beautiful jewelry, and real opportunities — and we’re truly grateful.