Order cancellation policy
We pride ourselves on our ability to quickly process all orders that are placed on our site. Most orders are processed within 12 hours. If you wish to cancel your order for any reason, please email us at contact@heart-sparkle.com as soon as possible. As the vast majority of items in stock are processed and/or shipped within 12 hours, it is imperative that you contact us during this time so that we may attempt to cancel your order before it is processed and/or shipped.
No cancellation request will be accepted if your order has already been processed.
Address errors
It is your responsibility to check the accuracy of this address and to contact us as soon as possible to inform us of any changes. This can only be done if your order has not yet been processed.We cannot be held responsible for incorrect shipping information. We are also not responsible for refused or undeliverable orders (inaccessible addresses, incomplete addresses, etc.).
In the latter case, packages may be returned to us, but not always.
If your order is returned to sender, we will offer you a refund minus shipping costs, or a reshipment, whichever you prefer.
You are not eligible for reshipment or refund of your order until your package has been received by the sender.
Return policy
Exchanges / Refunds / Replacements
If you are within the 14-day return period we offer 3 options:
1. Exchange your item for a different size/color
Exchanges are only available for the same size and/or color of the same product. Exchanging for a different product is strictly not permitted. We recommend that you return your original item for a refund and then place a new order for the product you want.
2. Refund details and vouchers
The default method of refund is by voucher. If you wish to receive a refund, please let us know. Only the final price paid (after any discount) will be refunded. Discount codes or vouchers cannot be reissued and are not refundable.
3. Replacement of a faulty or defective item
We are very sorry! Please send us an email to contact@heart-sparkle.com with the following details:
1. Your order number
2. Description of the problem (e.g. wrong / defective item)
3. Photos or video
How can I get a refund for my product?
There are some situations where only partial refunds are granted (where applicable). Due to inspection, warehouse and processing costs, some items may incur a 15% restocking fee for returned and refunded orders. Orders that are exchanged or items returned/exchanged due to manufacturer defect will not incur this restocking fee. The charges will be applied to the original order and the balance will be refunded. Return shipping costs are the responsibility of the purchaser.
How long does it take to get a refund?
Generally, refunds can take up to two weeks to process. All refunds must be checked for authenticity and submitted to our accounting department for processing.
How do I return an item?
- Each return request must be accompanied by a returns form.
- Please fill in this form as accurately as possible and send your item together with the form to the return address we will send you by e-mail.
- If you have any questions or concerns, please e-mail us at contact@heart-sparkle.com
Late or missing refunds
- Check your bank account
- Contact your bank
- Processing time usually takes 3 to 5 working days.
If you’ve done all this and still haven’t received your refund, please contact us at contact@heart-sparkle.com
Shipping costs
The customer is responsible for paying their own shipping costs for the return of an item. If you receive a refund, you will receive exactly what you paid for the product (minus the restocking fee).If you require an exchange: depending on your country of origin, your exchanged item may take 1 to 4 weeks to reach you.
