Holiday Extended Policy

Gifts purchased from November 20- December 24 will have our holiday exchange policy applied to them. We will honour EXCHANGES (or in-store credit) on items purchased in that time period until January 10, 2020. Please read below for exclusions.

We are a small business so extending our exchange policy for the holidays is a challenge for us but also want to support you for shopping in the small shops! We do have to be firm on this policy so no extension requests please.

*This only applies to items that are not excluded from our regular exchange policy like bath, customized gifts, body, drink ware, hats, toques etc. (See below for more details)

*All discounted or on “sale” items are final sale and are excluded from holiday exchange policy


In Store Pick Up Policy

  • If you select in store pick up you will be notified by e-mail when your order is ready up to a maximum of three business days. If it is a customized order or has specific order requirements, this may vary.
  • Pick up location is located at THE HEART (#4 5723 176 Street, Surrey)
  • All orders must be picked up within 30 days of placing your online order.
  • The 14 Day Credit/Exchange policy is effective the day your order is fulfilled 

Shipping Policy

  • All items are shipped by Canada Post in Surrey, BC.
  • Order will be shipped within 5 business days of order. *This only applies to readily available items, not custom pieces*
  • We cannot guarantee delivery date so please order with ample time, especially during the holiday season.
  • Shipping fees are non refundable once they have been paid 
  • The Heart is not responsible for lost in mail items should you decide to have your order shipped 

Care Instructions

  • Please follow care instructions of each individual item.
  • Drinkware with vinyl art or paint are hand wash only.

Store Credit/Exchange Policy

  • Please e-mail to initiate a return/ exchange
  • Exchanges/ Store Credit are available up to 14 days after purchasing a product.
  • Items must be in the condition received with the tags attached.
  • Bath and Body (including tools) products cannot be returned. They are final sale. 
  • Straws and straw cleaning products cannot be exchanged or returned.
  • Toques and hats are a final sale once they have left the store.
  • Shipping returns are at the cost of the customer.
  • Shipping returns must be sent to #4 5723 176 Street Surrey BC V3S 4C9. We ask that you send us an email the date of shipment (must be within 14 days of your shipment being sent initially).
  • we recommend using tracked shipments when doing returns
  • The Heart is not responsible for items lost in mail
  • A Gift card will be emailed to you for the returned product once it has been inspected and meets return policy requirements 
  • In the event of an error by The Heart Cloverdale, refunds will be processed. Should this process apply to you, please allow time for the refund to commence and show. There is often some processing time before a refund is posted. If you have contacted your bank/PayPal/credit card company first, and still don’t see your refund, then please contact us at
  • Shipping charges are non-refundable.
  • Exchanges may not always be available as we can only exchange what we have in stock.
  • Sale or discounted items are final sale