Customer Service FAQ

Orders are dispatched within 1–2 working days of being placed. During busy periods (October to December), please allow 3–4 working days for dispatch.

Once dispatched, estimated delivery times are:

• Orders under 2kg — 2–5 working days via Royal Mail
• Orders over 2kg — Next working day via APC Courier
• Northern Ireland — Up to 5 working days after dispatch
• Scottish Highlands & Isles — Up to 5 working days after dispatch

For more information, please check our extensive shipping guide.

Shipping costs are calculated based on the weight of your order and your delivery region:

Yes! Once your order has been dispatched, you will receive an email containing your tracking number along with full instructions on how to monitor your delivery in real time.

We currently ship to European countries only. If you are unsure whether we deliver to your country, please don't hesitate to get in touch at Hello.Heartnotes@gmail.com before placing your order.
Or alternatively you can check our shipping zones here.

Please contact us immediately at Hello.Heartnotes@gmail.com or via our customer service contact form and we will send a replacement straight away. Your satisfaction is our priority.

We offer a 14-day return policy. You have 14 days from the date you receive your item to request a return.

To be eligible, your item must be in the same condition as received — unworn, unused, with original tags and packaging. You will also need your receipt or proof of purchase. To start a return, use the above link or alternatively please contact us at Hello.Heartnotes@gmail.com.

Simply use this link to initiate your return. We will guide you through the process and provide all the information you need to send your item back safely.

Once your return has been approved, you will be automatically refunded to your original payment method within 10 business days. Please bear in mind that your bank or credit card provider may take additional time to process and post the refund to your account.

Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at Hello.Heartnotes@gmail.com so we can assess the situation and put things right as quickly as possible.

We process orders quickly, so please contact us within 30 minutes of placing your order if you need to make a change or cancellation. Please note that even within this window, cancellations may not always be possible depending on our workload and the time of day — but we will always do our best to help.

Please inform us immediately at Hello.Heartnotes@gmail.com. The sooner you let us know, the better chance we have of updating your address before your order is dispatched.

Yes, we are happy to accommodate bulk orders. Please get in touch at Hello.Heartnotes@gmail.com to discuss your requirements. Please note that we do not currently offer a wholesale programme.

Our customer service team is available Monday to Friday, 8:00am – 4:00pm (UK time).

Our daily order cut-off time is 11:30am. Orders placed before this time will be dispatched the same day (subject to service). Orders placed after 11:30am will be dispatched the next working day or within 1–2 working days depending on the service selected.

The best way to reach us is by email at Hello.Heartnotes@gmail.com. We aim to make every interaction as smooth and helpful as possible.

We aim to respond to all enquiries within 15 minutes during our operating hours (Monday to Friday, 8:00am – 4:00pm). During particularly busy periods, it may take a little longer, but we will always get back to you as soon as we can.

We accept a wide range of payment methods for your convenience, including PayPal, Shop Pay, Visa, Mastercard, American Express, Apple Pay, Google Pay, and Klarna.

Absolutely. Our store is powered by a certified Level 1 PCI DSS compliant system — the highest security standard available for online retailers. All transactions are protected by SSL/TLS encryption to keep your personal data completely private.

We never see or store your full card details — only the information necessary to fulfil your order. For added peace of mind, you can also check out using trusted one-click options such as Apple Pay, Google Pay, or Shop Pay.

Unfortunately, personalised messages are not available at this time. However, this is something we are actively working on and hope to offer very soon. Watch this space!