Refund and Return Policy

Last updated: 27/07/2026

At Hearts&Crosses, we take pride in creating high-quality garments designed with care, attention to detail and purpose. Every item is inspected before despatch to ensure it meets our standards.

We encourage customers to carefully review product descriptions, sizing information and order details before completing a purchase.

All sales are final.

Unless otherwise required by applicable consumer law, all purchases are final.

We do not accept returns, exchanges or refunds for:

• Change of mind
• Incorrect size, colour or style selection
• Unwanted items
• Products purchased during a sale, promotion or limited release
• Minor colour variations caused by lighting, photography or screen settings
• Normal wear and tear
• Damage caused by misuse, alteration, improper washing or failure to follow care instructions

Damaged, Defective or Incorrect Items

Although every product is carefully checked before leaving our facility, we understand that issues can occasionally occur.

When an item arrives damaged, contains a manufacturing defect or differs from the item ordered, please contact us within 7 days of delivery at heartsandcrossesembassy@gmail,com.

Please provide:

• Your full name
• Your order number
• A clear description of the issue
• Photographs or videos showing the item and affected area
• A photograph of the packaging and shipping label, where relevant

Return Authorisation

Please do not return an item before contacting our customer-care team.

When your claim appears eligible, we will provide return instructions and an authorised return address. Issuing return instructions does not confirm that the claim has been approved.

Unauthorised returns may be refused or returned to the sender.

Return Shipping

The customer is responsible for the initial cost of returning the item for assessment.

We recommend using a tracked shipping service and retaining all postage receipts and tracking information. We are not responsible for parcels lost or damaged during return delivery.

When an item is confirmed to be damaged, defective or incorrect, reasonable return-shipping costs will be reimbursed where required by applicable law.

Product Assessment

Each returned item is carefully inspected by our team to determine the cause and nature of the reported issue.

The assessment may consider:

• Whether the issue is a manufacturing defect
• Whether the item has been worn, washed or altered
• Whether the care instructions were followed
• Whether the damage occurred after delivery
• Whether all original components have been returned

Assessment may take approximately 5–10 business days from the date the return is received.

Approved Claims

When a claim is approved, we will provide an appropriate remedy depending on the circumstances and applicable consumer law. This may include:

• A replacement
• A repair
• Store credit
• A refund to the original payment method

Approved refunds will generally include the purchase price of the affected item.

Original shipping charges, customs duties, taxes and currency-conversion fees are non-refundable unless reimbursement is required by law.

Declined Claims

A claim may be declined when the item:

• Does not contain a manufacturing defect
• Has been worn, washed or altered
• Has been damaged through misuse or improper care
• Shows normal signs of wear
• Was returned without authorisation
• Does not match the information provided in the original claim

When a claim is declined, no refund will be issued. The customer may also be responsible for the cost of returning the item to their address.

Refund Processing

Approved refunds will be issued to the original payment method.

Once processed, refunds may take 5–10 business days to appear, depending on the customer’s bank or payment provider.

International Orders

International customers are responsible for customs duties, import taxes and any local charges associated with their order.

Customers must contact us before returning an international order. Returns sent to an unauthorised address may not be accepted.

Our Commitment to Quality

We stand behind the quality of our products and take every legitimate concern seriously.

Our assessment process allows us to protect the integrity of our garments while ensuring customers receive a fair and appropriate resolution when a genuine product issue occurs.

Consumer Rights

Nothing in this policy excludes, restricts or modifies any mandatory rights available under the consumer laws of the customer’s country or region.

Where this policy conflicts with applicable consumer law, the law will take priority.

Contact Us

For assistance with a damaged, defective or incorrect item, contact:

Email: heartsandcrossesembassy@gmail.com
Brand: Hearts&Crosses
Website: heartscrosses.com

Please include your order number in the subject line.