Hassle Free Returns

Our customers are invaluable to our small business, and we trust you will be delighted with your new purchase. We aim to instill confidence in your online shopping experience. With this in mind, our returns policy is outlined as follows.

We have a 14-day hassle free returns policy, which means you have 14 days after receiving your item to request a return.  Please be aware that some limited-edition items or those of high value are not eligible for return. Refer to the information provided for each product.

All items must be returned in original, brand-new condition, with all tags attached in original boxes or packaging, and within 14 days from date of dispatch. PLEASE ENSURE THAT ALL SWING TAGS ARE NOT REMOVED FROM THE GARMENT, OR YOUR RETURN WILL BE INVALID. If your return does not meet these requirements, it will be returned back to the sender at the customer's expense. We reserve the right to DECLINE any return if the item/s does not meet ALL return conditions.

To start a return, you can contact us at hello@bespokehearts.com. Please note that returns will need to be sent to the following address: PO Box 7001, Berrima NSW 2577.

Items must be returned using a trackable courier or registered post. Returns will not be accepted without the return tracking number provided by the customer, as we cannot accept responsibility for items lost in transit to us.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted

You can always contact us for any return question at hello@bespokehearts.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalised items), personal care goods (such as beauty products).  Other items that cannot be returned include the following:

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

All sale items are FINAL SALE and not eligible to be returned for an exchange, credit note or refund. 

Any items ordered on pre-order are not eligible to be returned. All pre-orders are classified as custom-made goods as we would not have ordered them if you had not purchased them, as such they are non-returnable. 

Black Friday Sales

Any items purchased during the Black Friday promotional period are NOT eligible for returns or exchanges. If there are any defects, damages or if you have received the wrong item, please contact us immediately via hello@bespokehearts.com

• All items are strictly final sale. Items will not be eligible for returns or exchanges under any circumstances. Please view the full return policy prior to finalising your purchase.
• Free gifts will be given with each purchase while stocks last.  
• Exclusions: Neon Dune products.
• Prices as marked. Code will automatically be applied at checkout.
• Cannot be used in conjunction with any other discounts or offers.
• No free shipping thresholds will apply during the sales period.  
• Strictly no changes/amendments can be made to your order once placed.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus a $15 flat rate processing and handling fee. within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

You must contact us within 14 days and return the item to us within 14 days of receiving your RAN (Returns Authorisation Number).

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@bespokehearts.com so the Bespoke Hearts team can investigate the delay.

Online Returns Process

All return requests for ONLINE purchases are to be submitted via hello@bespokehearts.com.

You will need to enter your order number and email address used to place the order with to submit your request. 

Online management will then approve or decline your return request within 2 business days and follow up with further details on returning your item.

Please contact hello@bespokehearts.com for further enquiries.

Please note is unable to process returns via phone, all returns must be communicated and approved via email in writing.

We appreciate your patience and kindness. As a boutique business, it's real people you're communicating with here. Rest assured, we will respond at the earliest opportunity and hold the belief that mutual kindness leads to the best outcomes.

Please allow up to 3-5 business days for your return to be processed once it has been received at the Bespoke Hearts warehouse. 

Faulty Items

We make every effort to ensure that all items shipped to you are in perfect condition. In the unlikely event that the item is faulty, management will liaise directly with the supplier to determine whether the item is to be repaired, replaced or a credit note/refund is to be issued.

Please contact us by email hello@bespokehearts.com with an image and description of the fault along with your order number, full name, address and contact number. All faults need to be reported within 48 hours of your order being delivered.

Bespoke Hearts will cover shipping costs for items purchased online that are deemed faulty.

Pre-Order Items

All Bespoke Hearts pre-orders are considered custom-made goods, as they would not have been ordered without your purchase, and are therefore non-returnable. However, this does not affect your rights under the Australian Consumer Law (ACL), where you may still have warranties or guarantees regarding the product's description, suitability, and quality. For more details, please consult the consumer rights under the Australian Consumer Law.

Pre-orders are treated as custom orders, requiring full payment upon ordering. Should you decide to cancel your order, you may forfeit all or a portion of your payment.

The expected shipping time for pre-orders ranges from 4 to 8 weeks but is usually sooner.  Nevertheless, delays can occur due to unforeseen circumstances beyond our control, such as Australian customs clearances, adverse weather, or strikes.

We encourage you to review the sizing and fit information carefully before making a purchase. Complete details on sizing, materials, and care instructions are provided in the product descriptions.

We appreciate your understanding.

Welcome Discount

Our Bespoke Hearts welcome discounts are exclusively applicable to full-priced items for orders over AUD$100. Items on sale are not eligible for additional discounts. To receive these discounts, customers are required to sign up on our website using their email.

Thank you for choosing to shop with us. We trust you will delight in the Bespoke Hearts collection of distinctive heart symbol products sourced from around the globe.