Exchanges/ Pick up Policies
In-Store Purchases and Online Purchases for In-Store Pick-Up
All eligible products (see list below) for an in-store return may be returned to the store within 14 days from purchase for an in-store credit or exchange with an original receipt or gift receipt. We do not offer a full refund.
Christmas Return Policy
Policy is the same as above for purchases made on or after November 12, 2023. Extended cut-off date for exchange or store credit is January 8, 2024. An original receipt or gift receipt must be presented.
In-Store Pick-Up Policy
If you shop online and select ‘in-store pick-up’ you will be notified by e-mail when your order is ready - up to a maximum of 3 business days. On typical days our orders are ready in 3 hours or less if placed during our physical store opening hours. If it is a customized order or it has specific order requirements, this may vary.
Pick up location is located at THE HEART (Unit 4 5723 176 Street, Surrey, BC, Canada).
All orders must be picked up within 14 days of placing your online order. If you cannot pick up your item within this time, please contact us and we can arrange shipping. Any orders left past 30 days will be donated.
Please take the time to review your purchase before leaving the store to ensure your order is correct.
Online Purchases for Shipping
All eligible products from an online purchase can be returned to the store for an in-store credit or exchange within 10 days from the order delivery date provided by Canada Post. We do not offer a full refund.
You can return the products by visiting us in-store OR by mailing it back to us (at the customer’s expense). Our address is: Unit 4, 5723 176 Street, Surrey, BC, V3S 4C9.
We recommend selecting a tracked shipment as we are not responsible for packages that are lost in the mail.
Once your product has been inspected and meets the return criteria, we will email you an in-store credit.
For all Returns or Exchanges:
- Items must not be washed, worn or damaged.
- All original tags must be attached.
- You must present a valid receipt. We are unable to process a store credit without a receipt.
The following items are final sale and not eligible for a store credit or exchange:- All sale or discounted items- Custom mugs + ornaments- Boxes & Gift Sets
- Face Masks
- All bath and products (including skincare tools)
Questions? Email us at firstname.lastname@example.org