Returns & Refunds

We want you to feel confident and comforted in every purchase from Heartfelt Keepsakes. If you’ve had a change of heart, we offer returns within 14 days of delivery.

Change of Mind Returns

If you decide your keepsake isn’t quite right, you can return it provided:

  • It is unused and in original, saleable condition

  • It includes all original packaging

  • The return request is made within 14 days of delivery

Note: Sale and clearance items are not eligible for return unless they are faulty or incorrect.

To initiate a return:

  1. Email us at contact@heartfeltkeepsakes.co.nz within 14 days of receiving your order.

  2. Wait for our confirmation before sending anything back.

  3. Include a copy of your confirmation email or order receipt with your return.

Refunds will be issued to your original payment method for the full value of the returned item. Return shipping is the responsibility of the customer.

Faulty or Incorrect Items

If your order arrives damaged or isn’t what you expected, we’re here to help.

You may be eligible for a replacement or refund if:

  • The item is faulty or damaged upon arrival

  • The item is not what you ordered

Next steps:

  1. Email contact@heartfeltkeepsakes.co.nz within 14 days.

  2. Describe the issue clearly and attach a photo showing the problem.

  3. We’ll advise you on the best resolution, which may include a return label, exchange, or refund.

Refunds for faulty or incorrect items will be processed promptly to your original payment method.

Handmade Item Notice

Please be aware that many of our pieces are handcrafted. Slight differences in finish or pattern may occur. These small variations are part of what makes each piece unique and are not considered faults.

If you have any questions or concerns, our friendly team is just an email away. We're here to support you through every step.