Refund and Returns Policy – Made From The Heart

Made From the Heart – handcrafted and personalised items from me to you
This is the main point of our very small business, though we understand that at times things could go wrong, an item could become damaged, or something could be missing. Therefore you can find our returns and refund policy below and if you have any other questions, please do not hesitate to email store@mfth.co.uk and we will get back to you within 48 business hours.

Returns Policy timeline

All items in our store are handmade and most are also personalised to suit your needs and likes, therefore our refund and returns policy lasts 7 days from item being received. If 7 days have passed since your purchase was received we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Damaged item in transit

If an item becomes damaged in transit, please take photos and send these through to store@mfth.co.uk and explain what has happened as soon as possible so we can rectify the situation and possibly get a replacement sent out. This has never happened to date so we are hopeful you will not have any issues.

Returns check

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (subject to your bank/credit card soceity).

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at contactus@mfth.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at store@mfth.co.uk for further details.

Exemptions

Several types of goods are exempt from being returned. Face masks, hair bows/scrunchies/headbands and personalised items are not eligible for return. This is due to the items to being unable to be resold.

To complete your return, we require an invoice or proof of purchase and it must be done using the same email as at point of purchase.

There are certain situations where only partial refunds may be granted, (judged on a case by case basis as determined by the returns department):

Handmade goods that have been worn (ie snoods, beanies).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 15 days after delivery

Shipping returns

For full information on shipping and returns please see Orders and Delivery.

Information on how to return an item will be provided via email.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. This is to ensure the item arrives back with ourselves and no one is out of pocket for loss of goods.

Need help?