Terms and Conditions

The following Terms and Conditions are applicable to all purchases made from Hearts and Hellfire:

Cancellations

Orders are not able to be cancelled by you due to our fast dispatch and turnaround times, and change of mind returns/ exchanges are not accepted.

Changes are not able to be made to your order once it has been placed.

Hearts and Hellfire may cancel your order for any reason with notice to you.

Shipping

We may ship your product via Auspost OR Sendle depending on your location. Orders will be dispatched from 1-3 business days after the order has been placed. All shipping comes with tracking which will be emailed to you shortly after the product has been dispatched. Please note that both companies are experiencing delays due to the COVID pandemic and we ask for your patience during this time. If you have not received tracking for your order please contact us here: support@heartsandhellfire.com with your order number and full name.

Refunds

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. We reserve the right to not accept returns or exchanges due to change of mind.

To be eligible for a return, your item must be unused/ unworn and in the same condition that you received it. It must be posted back to us within 14 days in the original packaging.

Several types of goods are exempt from being returned – these include custom orders, and change of mind purchases. We also do not accept products that have been used/ worn other than for the purposes of trying on. Garments with lingering and obvious perfume/ deodorant/ body odour will NOT be accepted as a return.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted:

Any item is not in its original condition or packaging, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@heartsandhellfire.com

Exchanges

We only replace items that are defective or damaged (this is incredibly rare and the chances of this happening are slim). Due to the nature of our products being custom and typically one off/ low stock items, Hearts and Hellfire may only offer a refund (if applicable) and does not guarantee an exchange. IF an exchange is available Hearts and Hellfire must receive the original item back in it’s original form/ packaging before posting a replacement item.

Shipping returns

To begin the process of a return, contact support@heartsandhellfire.com, where we will discuss options/ solutions or you will be provided with a return shipping address.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the original shipping will be deducted from your refund.

However, as our checkout is powered through Paypal you may be reimbursed for return shipping – find out more information here: https://www.paypal.com/au/webapps/mpp/returns

If you are returning more expensive items, you must use a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.

Products

Every single item is customised/ handmade by Natalie.

We strive to provide clear and accurate photos of items, although the screen you are viewing each product on and the brightness of your device may alter the colour/ vibrancy of the item.

Be sure to check each item description for accurate and extensive information about each product as the information may change from product to product.

These fabrics may have lived a life prior to becoming your Hearts and Hellfire product and because of this some small imperfections may occur/ or exist in the fabrics used.

The imperfections are always minor and will NEVER impact the usability of your product.

Promotions

We may from time-to-time run sales or promotions, or, offer coupon codes to enable discounts on product prices. Only one coupon code can be used at a time and coupon codes are not applicable on an already discounted item. They do not work in conjunction with any other ongoing promotion unless explicitly stated otherwise.