Refund policy
Terms of payment and delivery
Secure payment
Together with Shopify Pay, we offer card payment as well as payment with Swish and Klarna. No additional fees are added and the money is deducted directly upon purchase.
Purchase / Return policy
House of Hearts only enters into agreements with adults (18 years of age). You have the right to Money-back guarantee and right of withdrawal for 14 days. As the customer you are responsible for the shipping costs and the transport risk that a return entails. Please note, however, that by law the product must be in essentially unchanged condition when you make your return. We do not accept returns on a damaged or scratched product. The original packaging must also be in unchanged condition and must not be damaged as it is part of the product and must be returned together with the product. The product must be complete, undamaged, with no broken seals and unused. Once we have approved your return, we will refund the purchase amount within 3–5 business days. Refunds are made using the same payment method as the purchase.
We recommend that the return is sent back in such a way that the package is traceable and insured. Until we receive the product, the customer isresponsible for it if it is lost or damaged. You as the customer are responsible for the shipping cost and the transport risk that a return entails. If you can prove that there is a manufacturing defect in the product, you can return it to House of Hearts. You will pay the return shipping yourself. If the defect is covered by the right of complaint, we will pay compensation for shipping afterwards.
House of Hearts reserves the right to make typos, final sales and any factual errors, price errors or image errors that may be on our website. We also reserve the right to change the prices and information without prior notice.
Return address:
House of Hearts
C/o Diana Daie Flerkell
Västmannagatan 13
111 14 Stockholm
Sweden
Delivery
The expected delivery time of the goods is stated in the order confirmation and at the checkout. Unless otherwise specifically agreed and a delivery takes more than 30 working days and this is not due to you as a customer, you have the right to cancel the purchase.
If a package is to be collected, you must do this within the time stated in the notification. Packages must normally be collected in person with valid identification and order number. You will always receive a notification showing where and when the package is to be collected. Notification can be made via e-mail, regular mail and if you have provided a mobile phone number via text message.
If you discover damage to the package, you must immediately report this to the carrier and file a damage report. Do not collect a damaged package. If you do not discover the damage until you have opened the package, and the damage is of a nature that can be attributed to the handling of the transport company, you must contact them and file a damage report. If any dispute with the transport company cannot be resolved, you can contact us.
Shipments that are not collected, but are returned to us, are not covered by the right of return or cancellation. For shipments that are not redeemed at the agent and the package is returned to House of Hearts, a fee of 299 SEK will be charged to cover costs for transport and administration. We do not take financial responsibility for any delays depending on the transport company.
In cases where a package cannot be delivered due to incorrect name and/or address information, the cost of changing the disposition will be charged to you as a customer, corresponding to a cost of 199 SEK.
Complaints
The right to complain covers goods that are faulty according to current consumer protection legislation. If you wish to claim a fault in an ordered item, you should contact House of Hearts, via the contact details on the website, as soon as possible after the fault is discovered. You have a 3-year right to complain on goods purchased on the website. House of Hearts is responsible for the return shipping for approved complaints.
When the complained item has been returned and the complaint has been approved, House of Hearts will compensate you in accordance with current consumer protection legislation. We strive for this to happen within 30 days of receiving the complaint. House of Hearts reserves the right to refuse a complaint if it turns out that the item is not faulty according to current consumer protection legislation. When making complaints, we follow guidelines from the Swedish National Board of Complaints, visit www.arn.se. More information is available at www.konsumentverket.se.
Disputes
Any disputes are primarily resolved after contact and discussion with our customer service. We follow the recommendations of the Swedish National Board of Consumer Complaints and otherwise refer to the European Commission's online dispute resolution tool: http://ec.europa.eu/consumers/odr/