Returns & refunds

Last updated: 22 September 2026

You can change your mind. If you live in the UK or the EU, you have a legal right to cancel; we offer the same 14-day policy to customers in the US, Canada, Switzerland and Norway.

Your right to cancel

You may cancel your contract with us within 14 days without giving any reason. The cancellation period ends 14 days after the day on which you (or someone you name, other than the carrier) receive the goods. If your order arrives in several parcels, the period runs from the day you receive the last one.

To cancel, you must tell us clearly before the period ends. You can:

• use our online withdrawal form — the button “Withdraw from contract here” is in the footer of every page; we confirm receipt by e-mail straight away;
• e-mail support@heartstyl.shop; or
• use the model cancellation form below (you don’t have to).

It is enough that you send your message before the 14 days are up.

Sending items back

• After you cancel, we’ll e-mail you the return address. Please don’t send returns to our registered office — it can’t accept parcels.
• Send the goods back without undue delay and no later than 14 days after you told us you are cancelling.
• You pay the direct cost of returning the goods, unless the item is faulty, damaged or not what you ordered.
• Please keep proof of postage. Use a tracked service for higher-value returns.

Refunds

• We refund all payments received from you, including the standard delivery charge (if you chose standard delivery), within 14 days of receiving the goods back or proof that you sent them, whichever is earlier.
• Refunds go to your original payment method, in the currency you paid. We don’t charge any fee for the refund.
• If you cancel only part of an order, we refund the items returned; the delivery charge is refunded only if the whole order is cancelled.
• We may reduce a refund to reflect any loss in value caused by handling the goods more than necessary to check them — for example, balloons that have been inflated, ribbon that has been cut, or paper that has been used.

Faulty, damaged or incorrect items

If something arrives faulty, damaged or not as described, tell us within 30 days of delivery with a photo. We’ll offer a replacement or a full refund, and we cover the return cost (often we won’t need the item back). This is in addition to your statutory rights. Under the UK Consumer Rights Act 2015 and EU consumer law, goods must be as described, fit for purpose and of satisfactory quality; nothing in this policy affects those rights.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.