Refund policy
Refund Policy
Right of withdrawal — 14 days
You have 14 days from the day you receive your order to request a return, for any reason and without justification. This applies to all items, including those purchased during a promotion.
Trying the item
You are entitled to examine and try on the piece, as you would in a physical store, to check its nature, characteristics and fit. Doing so does not affect your right to return it. You are only liable for any diminished value resulting from handling beyond what is necessary to establish those qualities — for example, visible signs of wear, washing, alterations, stains or odours. In that case we may deduct a proportionate amount from your refund and we will always explain the reason.
Condition on return
Please return the piece complete, with any tags and original packaging where possible. Missing packaging alone does not void your right of withdrawal.
How to start a return
Write to support@heart717.com with your order number within the 14-day period. We will send you the return instructions. Items sent back without requesting a return first cannot be processed.
Return shipping costs
The cost of sending the item back to us is borne by you, unless the piece is faulty, damaged or incorrect — in which case we cover it entirely.
Refund of the original delivery cost
When you withdraw from the purchase, we refund the price of the item and the standard delivery cost you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard amount.
Refund timing
We issue the refund within 14 days of the day we are informed of your decision to withdraw. We may however withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earliest. The refund is made to your original payment method, at no cost to you. Your bank may then require a few additional business days to make the funds visible.
Exceptions
Gift cards cannot be returned.
Damaged or incorrect items
Please inspect your order upon delivery. If the piece is defective, damaged or not what you ordered, contact us immediately and we will make it right at no cost to you.
Free size exchange
If the size is not right, we send you the correct size at our expense. Contact support@heart717.com within 14 days of delivery with your order number and the size you need. The piece must be unworn, unwashed, with its tags. One free exchange per order; the exchange depends on the availability of the size within the same edition.
Returns for refund
Returns for refund remain possible within 14 days, as described above (return shipping at the customer's expense, unless the item is faulty or incorrect).