Please note that we require 3-5 working days on average to fulfill your order before dispatching it. If you order one of our keepsake items, it will take a week to process, and if you order something custom, the processing time will be longer. Rest-assured we are doing everything in our power to get your order to you as soon as possible!

Due to the nature of the shipping business, delays are often inevitable, all our shipping times are therefore guidelines only and specific delivery dates are not guaranteed.

You will receive a confirmation email once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 48 hours. You will receive a second email once your order has been shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 3 working days for the tracking information to show. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.

WRONG ADDRESS DISCLAIMER:

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a small window to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at info@heartfeltthreadsco.com, as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.

If it's too late for our team to cancel your order, you can return your order to us once you have received it. Please note that your order will be returned to us if the shipping address is incorrect. In this case, we have to wait for your order to be returned to us and then we can either re-ship the order to your correct address ( additional shipping charges apply ) or provide you with a refund or store credit in line with our Return Policy.

Unfortunately, due to the customization of this listing, this product is not able to be returned or refunded. If there are quality issues, feel free to email us so we can discuss it and hopefully resolve your issue! However, every piece is handmade so there will be differences in the appearance of your keepsake due to that.

Of course, mistakes can happen due to the handmade process of the item and we do ask our customers to understand that. We will not refund due to that, but we will always try to do what we can to fix it for you!

If you purchase something other than the keepsake items, we offer store credit for returns and exchanges. The customer is responsible for return shipping. If you wish to exchange your item(s), please contact us within 7 days of receiving your item(s) via e-mail at customerservice@heartfeltthreadsco.com

You will receive a reply with exchange instructions. We offer exchanges for the same item in a different size or you may return your item(s) for store credit. Item(s) must be unworn, unwashed, and returned to us in the way they were sent. All discounted items, custom name items, or custom made products are final sale.

All of our shipments include online tracking. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact USPS. We are not responsible for packages that are delivered but not received.

If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

Please note that all shipping times are guidelines only and specific delivery dates are not guaranteed.  Please expect a slight delay for public holiday orders.

For any questions, please email us at info@heartfeltthreadsco.com

For longevity of our items, machine wash inside out, with cold water and mild detergent. Hang to dry (RECOMMENDED) or tumble dry inside out on the lowest heat setting. Do not use bleach or iron directly on the design.

We ship to most countries. If your country is not available at checkout please email: customerservice@heartfeltthreadsco.com

We will send you a quote based on your preferred order/shipping destination. All international packages are shipped via USPS Mail. We will provide a customs declaration number, but transit times and delivery are out of our control. Please note that import duties and VAT charges can apply for deliveries outside of the United States. We have no control over these charges and cannot calculate what they might be as customs policies differ widely from country to country. Customer is responsible for all import duties/customs charges. Though it is very unusual, refunds for lost packages are NOT provided so purchase at your own risk.

International USPS Estimated Shipping Times:

First Class International: Delivery Varies by Destination 

Priority International: 6-10 Business Days 

Express International: 3-5 Business Days​

Crewnecks and Hoodies:

-These are both unisex and run true to size.  

-For crewneck and hoodies, we suggest ordering the next size up, only if you prefer an oversized fit.

-Heavyweight sweatshirts run large, we would suggest sizing down unless you prefer an oversized fit.

Adult T-Shirts:

-Our unisex t-shirts run true to unisex t-shirt sizing. If dried on high heat  (not recommended) they may shrink a little.

Our women's fitted t-shirts run small, order a size larger than you normally wear in unisex t-shirt sizing. If dried on high heat (not recommended)  they may also shrink a little.

Children's: 

-If your child is in between sizes (i.e. wears a 3T and you want a natural tee which only comes in even sizing of 2T and 4T), we suggest ordering the next size up.