How do returns work?
All eligible products (see exclusion list below) for a shop credit may be returned 14 days from delivery date notification or pick up notification. Returns are only via mail (at the customers expense) or drop off at our pick up location. We do not offer refunds or exchanges.
Returns via mail:
All eligible products from an online purchase can be returned for a shop credit. Please email us your tracking information within 10 days from the order delivery date provided by shipping company. We do not offer money refunds or exchanges.
You can return the products by mailing it back to us (at the customer’s expense). Our mailing address is: Attention: The Heart 106-17696 65A ave. Surrey, B.C. V3S 5N4 Canada
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. Store credits are emailed to the customer who made the purchase.
Returns via drop off box:
All eligible products from an online purchase can be returned for a shop credit. Please email within 14 days from the order ready for pick up notification date. We do not offer refunds or exchanges.
Once we have confirmed we are expecting your return via email, you can drop your item off, packaged and labeled with the first name, last name (of who placed the order) and order number. The drop box is also at Truly headquarters.
Once your product has been inspected and meets the return criteria, we will email you an in-store credit. Store credits are emailed to the customer who made the purchase.
RETURN POLICY
- Items must not be washed, worn or damaged.
- All original tags must be attached
- You must provide a receipt digitally or with your return package
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
- Earrings
- All bath and products (including skincare tools)
- Underwear
- Bodysuits
- Hosiery
- All drinkware
- Hair accessories
- Gift cards
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