Refund policy

Refund Policy

We want you to love your Heartline Set. If something's not right, here's how returns and refunds work.

Returns
You have 14 days from the date you receive your order to request a return. To be eligible:

• Items must be unworn, unwashed, and in original condition with tags attached
• You'll need your order number or proof of purchase

To start a return, email us at shopstillher@gmail.com with your order number and reason for return. We'll walk you through the next steps.

Pre-Orders
Because this is a small-batch, pre-order drop, please note: pre-order items can be cancelled for a full refund any time before your order ships. Once your order has shipped, our standard 14-day return window applies from the date of delivery.

Exchanges
Need a different size or color? Email us at shopstillher@gmail.com and we'll help you exchange it, subject to availability. The fastest way to guarantee you get what you want is to return your original item for a refund and place a new order separately.

Refunds
Once we receive and inspect your return, we'll notify you by email whether it's approved. Approved refunds are issued to your original payment method within 5–10 business days, depending on your bank.

Damaged or Defective Items
If your item arrives damaged or defective, contact us within 7 days of delivery with photos of the issue. We'll cover the cost of return shipping and send a replacement or refund, your choice.

Non-Returnable Items
Final sale items (marked as such at checkout) and gift cards are not eligible for return or refund.

Return Shipping
Unless your item arrived damaged or defective, return shipping costs are the customer's responsibility. We recommend using a trackable shipping method, as we can't issue refunds for items lost in transit back to us.

Questions?
Reach out any time at shopstillher@gmail.com we read every message.

European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopstillher@gmail.com.