Top Frequently Asked Questions
When can I reach customer service?
There are several ways to reach us from M-F: 8am-5pm MST. For more information Contact Us
Ordering & Payment
What payment methods do you accept?
We accept the following methods of payment: Visa, MasterCard, American Express, Discover and Paypal.
I ordered a product but I have not received it. Who should I contact?
Why is my product not exactly like the picture?
Due to the handmade nature of all products sold on Hearts.com, items may slightly vary. For more information please see our Disclosures
Why don't you offer backorder?
Because we partner with artisans from remote communities around the world, we cannot guarantee the availability of out-of-stock items. Our artisan partners are continually crafting new items and do not maintain an inventory of past items. For this reason, we do not offer backorders. Please continue to visit the site to see if you preferred purchase is back in stock.
Does my computer need to accept cookies to shop at Hearts.com?
for more information on cookies.
How do I know if ordering online is secure?
Orders placed on our site are encrypted using SSL technology*, so you can rest assured that your transactions are protected.
How do I use a promotion code?
I want to know more about my product. How do I find out?
We have designed our product page to give you adequate amounts of information as it relates to materials, process, design and the world cause it aligns with. After reviewing the product page if you would still like additional information please Contact Us
with the product in which you are interested and the additional information you would like and we will get back to you promptly.
Shipping & Delivery
How and when will my product be shipped?
Orders are processed within 24 hours once credit card authorization and address verification have been obtained. Once the package leaves our facility we provide you with a confirmation email and tracking number so you are aware of the approximate delivery date. Please see Shipping & Delivery
for additional questions.
What do you charge for Ground shipping within the US?
Ground shipping is a flat rate of $8.95 per order, and orders over $50 shipped within the Continental United States qualify for Free Ground Shipping. Find out more about US shipping
What do you charge for 1st Class shipping to Canada ?
1st Class shipping is a flat rate of $16 per order.
Large orders may be assessed additional shipping charges due to weight and size limitations. If your order requires additional charges, you will be contacted to approve them before we ship your order. Find out more about Canada shipping
How can I track the status of my order?
You will receive a confirmation email with a tracking number once your order has been placed.
Do you ship to PO Box addresses?
Do you deliver outside the US?
Yes we do! Currently we ship within the United States
; however we do accept special requests for international shipping, just Contact Us
Returns & Exchanges
I would like to return or exchange my purchase, how do I do that?
We want your shopping experience at Hearts to be top notch! We hope you love each item you receive; if not, we're here to help. Whether you need a different size, color, or item, we will gladly help you with an exchange. Please see our Returns & Exchanges
policy for more information.
How do I apply to be part of the iHeart Change partnership program?
We love supporting and bringing awareness to organizations that are up to great things in the world! Learn more about our iHeart change partnership program here
How were your iHeart Change Partners selected?
We proactively reached out to organizations whose projects aligned with the seven world causes we support. Not only did we want to bring awareness to their cause, we also wanted our customers to be able to support a world cause that is close to their own heart. Through iHeart Change, $8 of each bracelet purchased goes towards our partner's project. If you would like your organization to be part of the iHeart Change program please Contact Us
I am an artisan, how can I collaborate with your design team?
If you are an artisan and want to collaborate with our design team we would love to hear from you! Please Contact Us
and we will put you in touch with our design team.
I am looking for eco-friendly promotional products for my corporate event, how can I order?
Hearts can help you create a corporate eco promotional product plan by working with you to define your goals, choose custom materials and designs that fit your corporate branding, and create a quality logo application to ensure a professional, and stylish outcome. We are also experts at sourcing out-of-the ordinary requests to create exclusive products for your organization. Please Contact Us
and we will discuss all the details!
I am a retailer, how can I sell your products?
If you’re a buyer interested in selling Hearts products in your own store or boutique, then you’ve come to the right place. Please Contact Us
and we will discuss all the details!
How do I care for my products?
Handbags - We recommend spot cleaning only for handbags that do not contain a care label. For handbags that come with a care label, follow the directions printed there. For all handbags containing leather - use professional leather cleaner only.
Metals - Metal components should all enjoy an occasional soft cloth rub down. There are many options for metal polish if you enjoy a shine from your chain and metal components. Just make certain you choose the appropriate cleaner for your metal type. The gold and silver chains should be cleaned with the appropriate gold and silver polish as needed.
- We recommend spot cleaning only or hand washing in cold water and air drying for all scarves, beanies and other knits that may not contain a care label. For knits that come with a care label, follow the directions printed there. Learn more about washing in cold water and how you can save money at the same time, Save Money by Washing in Cold Water
Stones - Simply clean with a soft, dry cloth. Do not use anything abrasive - this could lead to scratching.
Additional concerns regarding care for your product? We have answers Contact Us
What are your chain standards?
Hearts knows that everyone's metal tolerances are different. We try to be as sensitive as we can to cater to all our customer's needs. For that reason as well as health and safety, all our new chain is lead- and nickel-free. We also support sourcing chain that is vintage (15 or more years old) or out of production (dead stock). These types of chain avoid new production all together. This is great for the planet, however we can't guarantee the contents of the metal. Learn more about our Chain Standards
What are your animal welfare standards?
We recognize that wildlife and wild places are essential for a healthy planet. Hearts puts especially high importance on the preservation of wild animals, their habitat, and the communities that live near them.
Hearts has sought input from expert organizations like the Wildlife Friendly Enterprise Network
in order to learn about best practices and how to source our materials in a sustainable way. By incorporating the advice of conservation biologists, green business leaders and development experts, Hearts promotes ecological stewardship, responsible and ethical materials sourcing, and sustainable supply and demand where people and nature coexist.
What steps is Hearts taking to protect our forests?
Hearts has taken extra measures to insure that we are doing all we can to protect our endangered forests and the lands we share with animals, plants and each other. Hearts is aware that the newest threat to our forests is happening in the most unlikely candidate … the textile industry. The pulp from trees, many of which are trees from endangered or ancient forests, are made into pulp and used as a cellulose staple in fibers like rayon, Viscose, modal and lyocell. Hearts takes the sourcing of our materials for our designs seriously and has collaborated with Canopy
to ensure we are always making choices that keep our natural world safe.
works to protect the world's forests, species and climate by collaborating with business and the public to create sustainable supply chains and innovative solutions to environmental challenges. Canopy
is an award winning environmental not-for-profit organization dedicated to protecting the world’s forests, species and climate. As part of our commitment to keeping our forests alive the Hearts team has taken the canopy pledge to support the development and adoption of fiber sources that reduce environmental and social impacts. Hearts promotes the use of recycled textiles, as well as upcycled or dead stock fabrics as an alternative to creating more demands for fibers or products that contribute to the destruction of our beloved forests.