Order cancellation
If your order has been paid and you need to change or cancel it, you must contact us within 4 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- you do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- you receive the wrong item (but you must return the item at your expense and the item must be unused)
- you have received a damaged item
We will issue a refund once we receive the returned parcel in the same condition and must be taken care of whilst in your possession. All refunds for returns are subject to a 5% processing and handling fee for each item being refunded unless you are exchanging for another item or coupon. Processing and handling fees will be deducted from your refunded amount.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 15 days after the guaranteed period for delivery (60 days) has expired. You can do it by sending a message on Contact Us page.
Ordering for a special occasion
Unfortunately, we cannot guarantee that your order will arrive in time for any special occasions including parties, weddings, anniversaries, Christmas, etc.
If your item arrives later than expected and you would like to return an item please email us within 7 days of the parcel arriving. You then have another 7 days to send the items back to our address in China or Philippines at your own cost depending on the most convenient option.
Lost parcels
If the tracking information marks your order as ‘delivered successfully’ to the shipping address provided to us with or without a signature but you have yet to receive your items then we will try our absolute best to resolve this situation.
To protect My Heart Teddy from fraud, we will only provide a reshipment or another form of compensation once we have completed a full investigation with the logistics team and our customers. Regrettably, we cannot facilitate reshipment of orders to an alternative shipping address. We exclusively conduct reshipments to the shipping address provided during the checkout process. We do not provide refunds for any lost items by postal services, however, we may offer a reshipment.
