Frequently asked questions
A little help, whenever you need it.
Shipping
How long does shipping take?
Handling takes 0 to 1 calendar day. Transit takes 2 to 13 calendar days, for an estimated total delivery time of 2 to 14 calendar days. These are estimates rather than guaranteed delivery dates.
How much does shipping cost?
Tracked shipping costs $5.99 per order, with no minimum spend.
Where do orders ship from?
Orders ship from our international fulfilment partners. The dispatch location may vary by item.
How do I track my order?
Visit our Track order page or use the link in your dispatch confirmation. Contact us with your order number if you need help.
My order hasn’t arrived yet. What should I do?
If more than 14 calendar days have passed since ordering, contact us with your order number. We will investigate and arrange a replacement or refund if the parcel is lost.
Is there an order cutoff time?
The order cutoff is 3 p.m. Eastern. Orders received after the cutoff enter the next processing cycle. Handling takes 0 to 1 calendar day.
Are there any customs or import duties?
Applicable taxes and delivery charges are displayed at checkout. Import requirements depend on the destination. Contact us before ordering if you need clarification.
Orders
Can I cancel my order?
Request cancellation within 12 hours of placing your order, using our contact form and including your order number. After this period the order may already be processing. If it has shipped, our return policy applies.
Can I change my order after placing it?
Contact us as soon as possible with your order number and the changes you need. Changes depend on whether processing has begun.
What happens if an item is out of stock after I order?
We will contact you and offer a refund or, with your agreement, a suitable replacement.
Returns and refunds
What is your return policy?
Request a return within 30 calendar days of receiving your item. It must be unused, in its original condition and packaging, with any supplied labels and accessories. Contact us before returning it.
Who pays for return shipping?
The customer pays for change-of-mind returns. We cover return shipping for damaged, defective or incorrectly supplied items.
Is there a restocking fee?
No. We do not charge restocking fees.
How long does a refund take?
Refunds are issued to the original payment method within 30 calendar days after we receive the return. If no return is required, the refund is issued within 30 calendar days after approval.
Can I exchange an item?
Contact us for assistance with an incorrect item. For a different colour, size or style, you can return the eligible item and place a new order.
What if my item arrived damaged or defective?
Contact us within 30 calendar days of delivery with your order number and photos of the damage and packaging. We will arrange a replacement or refund and cover any required return shipping.
What if I received the wrong item?
Contact us with your order number and a photo of the item you received. We will arrange the correct item or a refund at no additional cost.
Are there items that can’t be returned?
Personalised or custom-made items, opened sealed hygiene products, gift cards and items explicitly marked non-returnable may be excluded from change-of-mind returns. This does not affect rights for faulty or incorrectly supplied goods.
Products
What sizes do you offer?
Home décor dimensions and available size options are listed on each product page. Measurements refer to the item itself unless stated otherwise.
How do I choose the right size?
Measure the intended space and compare it with the product dimensions. For lighting, check the listed fitting and electrical specifications. Contact us if you need help before ordering.
What materials are your pieces made from?
Each product page lists its material and finish. Material details vary by product; please check the individual description.
How should I care for my Heartly Rise pieces?
Follow the product-specific care instructions. For most decorative surfaces, use a soft dry cloth and avoid abrasive cleaners. Electrical items must be unplugged before cleaning.
Do your product images match the actual items?
Images illustrate the product, although colours can vary with screen settings. Natural materials may have individual variations. Check the description and dimensions before ordering.
Payment
What payment methods do you accept?
The available payment methods are displayed securely at checkout. Options may vary with your location and device.
Is my payment information secure?
Payments are processed through Shopify’s secure checkout and the selected payment provider. Heartly Rise does not store your full card details.
What currency are your prices in?
The currency shown beside the price and at checkout applies to your order.
Contact
How can I contact you?
Use our contact form and include your order number when relevant. We usually respond within 1 business day.
What are your customer service hours?
Monday to Friday, 8 a.m. to 5 p.m. Eastern.
I have a question that isn’t listed here.
Send us a message through the contact form. We will help you with product information, ordering or after-sales support.