Refund policy

 

Hi*~

We are Secret Heart, a team of 2 people! We design, print, produce, pack, photograph, edit, manage customer service, and more, all in house! When ordering, we would love if you read product descriptions and keep in mind we are a small team and work our hardest to get all orders out on time! We love our customers and our community and we are easy to reach through email! Please reach out with any questions about orders!

How do I care for my Secret Heart item?

We recommend washing in cool temps and hand drying or tumble drying on low heat.

 

How long will it take to receive my order?

Almost all items are made to order (unless stated otherwise). We generally ask for about 25-35 business days (monday-friday) to produce items. Sometimes we work faster, sometimes there are delays, but we try our best.

Always feel free to email us with your order number and we can check on the status of your order. You can also check our discord (link in instagram story highlight) where we post frequent shipping and production updates.

 

Can I return my item?

Since each piece is made to order we don't accept returns or exchanges, ALL SALES ARE FINAL. This includes wrong sizing, damage caused by improper care, or stolen packages.

If we made a mistake with your order we are happy to fix it!

What do I do if I have questions or issues with my order?

Please email shopsecretheart@gmail.com and include your order #.

 

My order is late and you haven'r responded to my email, should I file a chargeback?

NO! Please do not file a chargeback. We WILL get your order to you! It hurts our business (and charges us a fee) if you file a chargeback. We really appreciate your patience and will work with you as best as we can to make sure you are a happy customer :)

 

Additional Information-

We do not take responsibility for lost or stolen packages. 

Most items are made or printed by hand and may slightly differ from product photos or have small imperfections.