What’s your return and exchange policy? 

Heartstrings is committed to quality and positive customer experiences. We work hard to ensure you enjoy every aspect of your purchase and purchasing experience. If you wish to make an exchange or a return, please contact Heartstrings within three days of receiving your jewelry. We will work with you to complete the exchange or return within 30 days.

To be eligible for an exchange or return, your items must be unworn and in original packaging. Personalized items or custom orders cannot be exchanged or returned. 

How do I arrange an exchange or return? 

Please contact Michelle@HeartstringsJewelry.ca within three days of receiving your jewelry. We will work with you to coordinate an exchange or return. Please note that you may incur shipping costs to exchange or return your jewelry. \

How and when will I receive my exchange or refund? 

Heartstrings will work with you to complete your exchange or refund within 30 days of your original purchase. 

For exchanges, we will receive your jewelry and then ship out replacement jewelry, at your cost, within three days. 

For 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. To receive a refund, your items must be unworn, in original packaging. Please remember it can take some time for your bank or credit card company to process and post the refund too.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.If more than 15 business days have passed since we’ve approved your return, please contact us at michelle@heartstringsjewelry.ca.