FAQs


SHIPPING

HOW LONG WILL ORDER PROCESSING TAKE?

Orders typically take up to 3-5 business days to process before they ship – excluding weekends and holidays. During the holidays, processing times may take up to 14 days. You will receive an email confirming your purchase with the shipping tracking number when your order is shipped out.

 

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ITEM?

We ship anywhere in the world so it will depend on your country of residence and not all of our products ship from the same warehouse. U.S orders will be shipped via USPS. Shipping methods for International Orders will vary based on the shipping address provided.

Transit Time to USA : 7 - 20 business days 

Transit time to UK / Canada / Australia : 15-30 business days

Transit time to International: 12 - 30 business days

An order takes 2-3 weeks on average to ship.

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; delivery issue is the responsibility of the shipping company.

 

HOW CAN I TRACK MY ORDER?

We will send you the tracking code of your orders to the email that you filled down when placing your orders. Please keep in mind, each individual product may be shipped from different fulfillment centers across the globe as our product research team spends time to source for quality yet affordable products. In that scenario, you may receive multiple tracking codes.

You can use USPS website to track your package.

Please note that the tracking information will be displayed 2-5 days after you receiving that email.

 

WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us.

 

WHY IS MY SHIPMENT STATUS UNCHANGED?

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs.

Please note that tracking information can be displayed after your order started being shipped.

 

I ORDERED MULTIPLE ITEMS BUT I ONLY RECEIVED ONE/SOME OF THEM. WHY?

We do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items. If you ordered multiple items from us, it is highly likely that the goods will be shipped in several packages. Please allow some time for all of your items to arrive.

The prices shown on the receipts received MAY be lower from what you have paid but please note that these prices do not include any TAXES & TARIFFS that may have been incurred.

 

I PLACED AN ORDER BUT I DID NOT RECEIVED A ORDER CONFIRMATION EMAIL. WHAT'S GOING ON?

Please ensure that you enter the correct email address when you place an order. Kindly check your SPAM folder to see whether your confirmation email has been sent there. If there is still no confirmation email , please contact our support team here.

 

MAY I MAKE CHANGES TO MY ORDER/ SHIPPING ADDRESS?

We usually process orders on the same day they are placed. If a change needs to be made to your order, please contact us here ASAP and we will do our best to accommodate that change, BUT we cannot make any promises. 

If the item(s) has/have already been shipped from our fulfillment center, we cannot make any changes to the order. In that case, you can return the incorrect item to our corporate offices and we will swap it for the correct item.

 

TRACKING SHOW'S " RETURNED TO SENDER ", WHAT SHOULD I DO?

There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insuffiecient or you are absence at the time the packet was attempted to deliver. 

In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.

Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.


RETURNS FAQS

WHAT IF I RECEIVED A DEFECTIVE/ DAMAGED ITEMS?

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged. 

If you received a defective/damaged item, please kindly contact us here, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. 

There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 50%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.

For more information about Returns, please directly contact us here.


PAYMENT FAQS

HOW CAN I PAY FOR MY ORDER?

We offer safe shopping and accept payment via PayPal, Credit Card or Debit Card. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.

 

WHICH CURRENCY ARE YOU USING FOR YOUR WEBSITE

Our products are set in US Dollars. But our system will automatically convert it for you, don't worry!

 

HOW CAN I TRUST YOUR STORE TO PROTECT MY CARD INFORMATION? 

To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.

 

WILL MY CARD'S INFORMATION BE KEPT OR STOLEN?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.

Payment:

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.

 

WHY COULDN'T I COMPLETE MY ORDER BECAUSE OF 'ZIP CODE DOES NOT MATCH' ERROR?

This error typically occurs when the billing address entered does not match what is on file with your financial institution. 

Firstly, please attempt your order again with updated billing information. Please be informed that you need  to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification. 

Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, could you please contact your issuer bank to figure it out.


ORDER FAQS

HOW TO PLACE AN ORDER?

  1. First of all, visit our store at: WWW.HEARTSANDCROWNS.COM
  2. Choose products that you love, then click "Add to cart" and "Check out".
  3. Then fill in your information and pay.
  4. That's it! Very easy.

 

HOW CAN I MODIFY MY ORDER?

Please note that we are only able to make change to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email support@heartandcrowns.com or contact us here within 24 hours after placing your order. 

 

HOW CAN I CANCEL MY ORDER?

You can only cancel your order if your order has not been fulfilled. Please be informed that a management, processing and transaction fee (10% of your total order value) will be applied for the cancellation.

 

WHAT IF A DISCOUNT CODE DOESN'T APPLIED TO MY ORDER?

Since our system is designed to begin processing your order immediately and automatically, we have no influence or control over our system for adding a discount code or perform a refund. We hope you understand our situation.

Fortunately, we want to delight our customer like you our best, so we are willing to offer you a 50% DISCOUNT CODE to apply to your next order. Please contact us via email support@heartandcrowns.com to get yours!


STILL NEED HELP?

 

I HAVE A QUESTION THAT IS NOT ANSWERED IN THESE FAQS. HOW DO I CONTACT YOU?

Please contact us here and we'll respond as soon as we can.