Refund policy

Last updated: August 2026

Changed your mind

You have 14 days from the day your order arrives to tell us you'd like to return it. You don't need to give a reason. Once you've told us, you have a further 14 days to send the bag back.

To start a return, email contact@heartandkin.store with your order number. We'll reply with return instructions and the address to send it to. Please wait for that reply before posting anything, parcels that arrive unannounced are difficult for us to match to an order.

Exchanges

We don't do direct exchanges. If you'd like a different bag, return the one you have for a refund and place a new order. It reaches you faster that way than waiting for us to swap it.

Condition

Bags need to come back unused, with any tags attached and in their original packaging. You're welcome to handle a bag the way you would in a shop, open it, try it on, see how it sits. If it comes back showing more wear than that, we may reduce your refund to reflect it.

Who pays for return postage

If you've changed your mind: you cover the cost of sending the bag back to us. We'd recommend a tracked service, until it reaches us, the parcel is your responsibility.

If the bag is faulty, damaged in transit, or isn't what you ordered: we cover everything. Email us a photo and we'll put it right. In most cases we won't ask you to send it back at all.

Your refund

Once we've received the bag, or proof that you've sent it, we'll refund you within 14 days, to the payment method you used.

Your refund includes the price of the bag and the standard delivery charge you originally paid. If you chose a faster delivery option, we refund the standard rate rather than the premium.

Faulty bags

If something is wrong with a bag, you have 30 days from delivery to reject it and receive a full refund. After 30 days you're still covered under your statutory rights, email us and we'll sort it out.

Nothing in this policy affects your legal rights as a consumer.