Returns
The Heart's Mystery offers refunds on purchases returned within 14 days of receiving your order.
Returns are free for orders over £120 (one free return label per order).
How do I return unwanted or unsuitable items?
If you have simply changed your mind about the item you have bought from us online, you can return it to us within 14 days from the date of receiving your order for a refund (the initial delivery charges are non-refundable). You will need to post your return back to our UK address. Please make sure you get in touch with us directly before returning your item(s).
To be eligible for a return, the item/s must be in a resalable condition and:
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Your item must be returned in the original packaging, with all the tags and labels attached. Please note that once tags are removed, your purchase is no longer eligible for exchange or refund. Extra care must be taken when trying on clothing; please ensure you are not wearing any makeup, fragrance, or deodorant that may leave a scent or mark. We can’t, for example, accept a return of an item that smells, is stained, shows signs of being worn or washed, and has wear and tear type of damage.
Please Note: In the interest of hygiene; earrings, necklaces and yoni steaming stools cannot be returned.
We strongly recommend that you use a secure or trackable method of postage, i.e., recorded or special delivery, and that you keep hold of your proof of postage. The Heart's Mystery is not responsible for any items not received or lost. Until we receive your return, the items and their condition remain your responsibility. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.
We'll email you to confirm your return has been received and that your request is being processed. You may expect our reply within 72 hours of contacting us for a return. Refunds will be credited back via the original method of payment. Please allow up to 28 days for your refund to appear on your bank statement. If for any reason we are unable to issue a refund via the original method of payment, we will contact you to arrange an alternative. Delivery charges are non-refundable.
To return an item, make sure you first contact us at hayley@theheartsmystery.com
How do I return a faulty item?
In the unlikely event you receive an incorrect or faulty item from us, we will refund any return postage costs incurred. A member of our Customer Care team will contact you to arrange this. We cannot, however, be responsible for or comment on any such case until the item has been returned, assessed by our Team, and confirmed as faulty.
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
The United Kingdom Consumer Rights Act 2015 states goods must be as described, fit for purpose, and of satisfactory quality.
United Kingdom Orders: We will then send you a free returns postage label.
You have 14 days from the date of delivery to return your order. For faulty items or returns outside our Return Policy, please email us for further assistance. These may be accepted at the discretion of The Heart's Mystery.
How do I exchange an item?
If you would like to exchange an item, you will need to return the item to us and place a new separate order for the item you wish to receive. You may proceed with your new order and pay, or wait for your return to arrive back to us and pay using the store credit that will be issued for your returned item.