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Shipping & Returns

SHIPPING & RETURNS

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SHIPPING POLICY

We are able to ship anywhere in the world.
Depending on where you live, shipping can take 10-15 business days.
We do the best to ensure your delivery arrives on time, however delivery dates are not guaranteed and there may be a number of unforeseen reasons why your items will arrive after the estimated arrival date (customs, delivery company, etc.)

Shipping Multiple Orders

Multiple orders are not always combined and can be shipped separately.

Address Changes/Errors

It is your responsibility to check the accuracy of this address. We are unable to change or update a shipping address once an order has been placed. Please be sure to check your shipping details prior to submitting your order.

We cannot be held responsible for incorrect shipping information. We are also not responsible for rejected or undeliverable orders (inaccessible addresses, incomplete addresses, etc.). In the latter cases, these packages may be returned to us, but not always.

If your order is returned to the sender, we will offer you a refund of your order deducted from the shipping costs or we will offer you a reshipment, according to your choice.

You are not eligible for reshipment or refund of your order until your package has been received by the sender.

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RETURNS POLICY

At Heart-of-the-Ocean.com, we do our best to ensure that our jewels descriptions are as detailed as possible so that you do not encounter any surprises when you receive our products. We want our customers to know exactly what they are ordering.

Order cancellation policy:

We are proud of our ability to process all orders placed on our site quickly. Most orders are processed within 12 hours. If you wish to cancel your order for any reason, send us an email at contact@heart-of-the-ocean.com as soon as possible.

A large majority of the items are processed within 12 hours, it is imperative that you contact us during this period, so that we can try to cancel your order before it is processed and/or shipped.

No request for cancellation of your order can be taken into account if it has already been processed.

The individual customer has a right of withdrawal of fourteen (14) days from the delivery of the order. The customer must then inform us by email of his willingness to return to our shop in Belgium, at his own expense, the products that would not suit him.

Our policy lasts 14 days. If 14 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

In accordance with the law, professional customers (traders and legal entities) cannot claim this right of withdrawal.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original closed packaging.

To make a return, you must present us with a receipt or proof of purchase.

Please do not return your purchase to the manufacturer.

There are certain situations where only a partial refund is granted: (if applicable)
  • Jewels with obvious signs of use.
  • Any item that is not in its original condition, is damaged or has some missing parts for reasons that are not due to an error on our part.
  • Any jewels that is returned more than 14 days after delivery.


Refunds (if applicable)

Once we have received and inspected the returned item, we will send you an e-mail to confirm that we have received it. We will also inform you of our decision to approve or reject your claim.

If your request is approved, then your refund will be processed, and credit will automatically be applied to your credit card or original payment method, within 14 days.

Late or missing refunds (if applicable)

  • If you have not yet received your refund, please check your bank account again first.
  • Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
  • Then contact your bank. There is often a necessary processing time before a refund is posted.
  • If after completing all these steps, you still have not received your refund, please contact us at contact@heart-of-the-ocean.com


Sale items (if applicable)

Only items at current prices can be refunded. Unfortunately, discounted items are not refundable.

Exchanges (if applicable)

We replace an item only if it is defective or damaged. If in this case you wish to exchange it for the same item, send us an e-mail to contact@heart-of-the-ocean.com

Gifts

If the returned item was identified as a gift at the time of purchase and was sent directly to you, you will receive a gift credit equal in value to the value of your return. Once we have received the returned item, a gift certificate will be sent to you by post.

If the item was not identified as a gift at the time of purchase, or if the giver of the gift preferred to receive the item first and offer it to you later, we will send a refund to the giver of the gift and he will know that you have returned the item.

Returns

To return a product, you must Contact Us By Email to : contact@heart-of-the-ocean.com

  • Each return request must be accompanied by a return form.
  • Please fill in this form as accurately as possible and send your article with this form to the return address that we will send you by e-mail.
  • If you have any questions or concerns, send us an e-mail at contact@heart-of-the-ocean.com

You will be responsible for paying your own shipping costs to return your jewel in Belgium, country where our shop is based. Shipping costs are not refundable. If you receive a refund, the return shipping costs will be deducted from it.

Depending on where you live, the time required to receive your exchanged product may vary.

If you are shipping an item worth more than $40, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you are returning.

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