FAQs

Please ensure you have read all the information below before contacting our support team as most typical questions are answered in our F.A.Q. section.
[tmpmela_accordion][accordion title=”I love your products. Can I get a discount on a second order?”]Thank you! 🙂 We’ll keep you posted if there’s a sale. We recommend you don’t wait to purchase again, however, as our items can sell out. [/accordion][accordion title=”I haven’t received my order yet. Can you give me an update?”]As noted on the site and in the emails you should have received, delivery times for “free + shipping” items are between 30-40 days because they come from abroad and are sent via a more economical shipping method (so we don’t lose our shirt with these offers!).All other items take 2-3 weeks to be delivered. If it’s been over 40 days since you placed your order, go ahead and submit a ticket to our support desk by clicking here. [/accordion][accordion title=”I never received an order confirmation email. Can you help me out?”]Sure! First, please check your spam folder or search your email inbox for an email from Heartelle. If you don’t see one, it’s probably because you entered your email in incorrectly when you made your purchase. If you submit a support ticket to us by clicking here, we can update your email address and resend your confirmation email.[/accordion][accordion title=”Can I cancel my order?”]Sorry! We can’t currently do cancellations. We’re working on developing a better cancellation system in the coming months. [/accordion][accordion title=”Can I update my address?”]Yes! If you contact us within 24 hours of placing your order by submitting a ticket here, we can update your address. If it’s after 24 hours, we can no longer update your address. [/accordion][accordion title=”I never received my order. Help!”]Oh no! We’ll sort this out for you. If it’s been over 40 days since you ordered (our maximum delivery time right now), submit a support ticket to us by clicking here and we’ll look into the status of your order and resend it to you with no questions asked.[/accordion][accordion title=”My order arrived broken.”]We check each order carefully before sending it out but occasionally an order will get damaged during the shipment process. If this is the case, please submit a support ticket to us by clicking here and we’ll work it out for you![/accordion][accordion title=”I have received only part of my order in the mail so far. Can you tell me where the other items are?”]As noted on our shipping page and in your order confirmation emails, we ship directly from different suppliers around the world (in Europe, the US, Asia, Latin America) — so your order, if you purchased several items, will likely arrive in different packages. Please be patient and the rest of your order will arrive soon![/accordion][accordion title=”Is it safe to process payments through you? Do you have access to my credit card details?”]We use Stripe and Paypal, the leading international payment providers, to process all purchases. There is no point where we ourselves have access to customer’s personal data ourselves or where that data might potentially be compromised. All data is processed encrypted via Stripe or Paypal.[/accordion][accordion title=”Do you do exchanges?”]We don’t currently do size exchanges since our suppliers are based all over the world and we don’t have a storefront. We are working to build out a system where our customers can do exchanges in the future — but it’s not currently possible. We appreciate your understanding! [/accordion][accordion title=”I don’t know my ring size. Can you help?”]If you’re asked for your ring size upon purchase, and you don’t know it, you can use this handy chart for reference![/accordion][accordion title=”I’m having a technical issue on your site or can’t place an order because of an error. Help!”]Please try on a different browser (e.g. Chrome, Firefox, Safari) or retry in a few hours. [/accordion][/tmpmela_accordion]

If you cannot find an answer to your question here, please contact our support team.