Every Heartbox is hand-curated for a real person and a real moment. Because each box is built uniquely, our return process works a little differently.
Every Heartbox is hand-curated for a specific person, occasion, and personality profile. Once we begin sourcing and packing, the items inside that box are committed to your order — and because each box is uniquely built, we can’t restock or resell it.
This is also why we ask for a 5-day lead time and why we’re upfront about the surprise format. You’re not buying a generic product off a shelf — you’re commissioning a curated experience.
While we don’t accept returns, we absolutely stand behind the quality of what we send. We’ll replace or refund in these cases:
The box arrives damaged. If your box is visibly damaged on arrival, share clear photos within 48 hours of delivery and we’ll sort it out.
An item inside is broken or defective. Same window — 48 hours, photos please. We’ll send a replacement for the affected item or issue a partial refund.
3. Wrong order delivered. If you receive someone else’s box (rare, but it happens), let us know and we’ll fix it on priority.
Orders can be cancelled within 24 hours of placement for a full refund. After that, we’ve usually started sourcing — and partial refunds may apply depending on how far along we are.
This category contains items intended for users aged 18 and above.