Shipping and Refund Policy
Image of the Hearts is based in Sri Lanka and makes handmade needle felted artwork for customers abroad. This page explains how shipping, returns, refunds and cancellations work. If anything is unclear, please email hello@imageofthehearts.com before you order.
Shipping Policy
Where we ship
Image of the Hearts offers international shipping to selected destinations. Shipping availability, charges and delivery arrangements depend on the destination and will be confirmed before an order is finalized.
Our primary markets are North America, selected European countries, Australia and New Zealand, and shipping may also be available to other supported destinations. This does not mean that every country in these regions can be served, so please confirm availability for your country before ordering. We do not ship to PO boxes.
When your order is dispatched
- Ready-made artwork is generally prepared for dispatch within 3 business days after your order is confirmed and the agreed payment has been received.
- Custom-made artwork generally takes approximately 1–5 weeks to make, depending on its complexity, our current workload and the agreed specifications. We confirm the production estimate with you before we accept a custom order.
Production time and delivery time are separate. The delivery estimate below starts when your piece is dispatched.
Delivery time
Standard international delivery generally takes approximately 3–6 weeks after dispatch, depending on the destination, customs clearance and carrier operations. This is an estimate, not a guaranteed delivery date.
Review before dispatch
Before we send your order, we share photographs and/or a video of the finished piece so you can check its appearance and condition. Where it helps, we can also arrange a live video review. Your piece is dispatched after you confirm it.
Charges, tracking and express delivery
- Shipping charges are confirmed before your order is finalized.
- Tracking details are provided when the selected shipping service supports tracking.
- Express delivery may be possible on request, subject to availability and a separate quotation.
- Some destinations charge import duties, taxes or customs fees on arrival. Please check your country's rules; if you have questions about these charges, ask us before you order and we will share what we know.
Returns, Refunds and Cancellations
No change-of-mind returns or exchanges
Due to the handmade and delicate nature of our artwork, we do not accept returns or exchanges for a change of mind after an order has been confirmed and dispatched. Before dispatch, we provide photographs or videos of the completed piece, and where necessary arrange a live review so customers can confirm the artwork.
This means we do not offer voluntary returns or exchanges. If the consumer law that applies to you gives you a mandatory right to cancel an order or to return goods, that right remains available to you. Photographs, videos or your approval before dispatch do not take away any right you have by law.
If your artwork arrives damaged
Please inspect your parcel as soon as it arrives.
If your artwork arrives damaged, please contact us within 3 calendar days of delivery and provide clear photographs of the artwork and its packaging. Video evidence may also be requested where reasonably necessary. This helps us investigate the issue promptly and determine an appropriate solution.
When you contact us, please include:
- your order details;
- photographs of the outer packaging;
- photographs of the damaged artwork;
- a short description of the damage, and a video if it helps to show it.
We review the evidence and the circumstances and then advise the appropriate remedy. Depending on the situation and the law that applies, this may be a repair, a replacement or a refund. The 3-day request is a practical request that helps us investigate shipping damage quickly; it is not a time limit on any right you have by law, so please contact us even if you notice damage later.
Items that are faulty, incorrect or not as described
If you receive a piece that is defective, is not the piece you ordered, or is materially different from what we described or agreed, please contact us as soon as possible with photographs. We will work with you on a fair solution, which may include repair, replacement or refund as required by applicable law.
Custom orders and cancellation
Custom artwork is made to your requirements and reference photos. Before production starts, we confirm the specifications, the quotation, the advance payment and the estimated production time with you.
Once production of a custom order has started, cancellation or substantial changes are not normally accepted. If you need to change or cancel an order, please contact us straight away; we will consider each request and any right or remedy you have by law.
Refunds
If a refund is agreed or required, we will confirm the amount and how it will be paid back to you.
Your legal rights
This policy does not affect any rights you have under the consumer protection laws that apply to you and that cannot be excluded or limited by agreement, including any mandatory right to cancel or return, and rights relating to goods that arrive damaged, defective, incorrect or materially different from their description.
Contact
Email: hello@imageofthehearts.com · Phone/WhatsApp: +94 71 141 9980 · Contact page