FAQ

Have a question about your order? Chances are, you'll find the answer right here. Take a look below — and if you're still unsure, our support team is just an email away.

Ordering

How do I place an order?

Browse our collection, select your preferred design and size, and add the item to your cart. Checkout is quick and secure.

Can I cancel my order?

Orders may be cancelled free of charge within 5 minutes of being placed. Orders that have already shipped will be subject to our standard return procedure.

Shipping

How much does shipping cost?

Shipping is free on every order bound to the United States, with no minimum spend required.

How long will my order take to arrive?

Orders placed after 12:00 PM EST are processed the following business day.

Once you place an order, processing time is typically 1–3 business days (Monday–Friday).

Once your order has been processed and dispatched to our trusted carrier, transit time is usually 5–7 business days (Monday–Friday). This may vary depending on where you are located.

The total estimated delivery window, from date of order, is 6–10 business days (Monday–Friday).

Do you ship outside the United States?

We currently ship within the United States only, though we hope to offer international shipping in the future.

Will I receive tracking information?

A shipping confirmation email containing your tracking number will be sent once your order has been dispatched. To monitor the status of your order, use our Track Order page.

If you have not received a tracking confirmation within 3 business days of placing your order, or if your tracking number is not working, please reach out to us at support@heartima.com.

What if my package shows as delivered but I haven't received it?

We recommend checking around your property and with neighbours in the first instance. If the package still cannot be located, please contact us at support@heartima.com within 7 days, and we will investigate and resolve the matter.

Returns & Exchanges

What is your return policy?

We offer a 30-day return window from the date of delivery.

Items must be unused and returned in their original packaging.

Return shipping is the customer's responsibility for change-of-mind returns.

Please visit our Returns & Refund Policy page for complete details.

How do I start a return?

Email us at support@heartima.com with your order number and reason for return. We will respond within 24 hours with return instructions. Please pack the item securely in its original packaging and ship it to the return address below.

Where do I send my return?

Flat 6, Jordan House
St. Norbert Road
London
SE4 2LQ
United Kingdom

We recommend using a trackable shipping service, as we are unable to assume responsibility for returns lost in transit.

Do you offer exchanges?

Yes. To exchange your print for a different design, please email us at support@heartima.com with your order number and your preferred replacement design. Any applicable price difference will be handled via additional payment or partial refund.

What if my print arrives damaged?

If your print arrives damaged, please contact us within 30 days at support@heartima.com with your order number and a photo of the damage. We will provide a free replacement or issue a full refund, according to your preference, and will cover all associated return shipping costs.

What if I received the wrong item or my order is incomplete?

Please contact us immediately at support@heartima.com. We will resolve the matter at no cost to you, including covering any required return shipping.

When will I receive my refund?

Once your return is received, it will be inspected and your refund processed within 7 business days. Refunds are issued to the original payment method, and a confirmation email will be sent once the refund has been issued. Please allow additional time for your bank or card provider to complete the transaction.

Contact Information

Email: support@heartima.com

Support working hours:
Monday – Friday: 8:00 AM to 6:00 PM EST

We are working during regular US hours and will reply to messages within 24 hours of receiving them.

Business Information

ECOMMERCE GLOBAL NETWORK SERVICE LTD
Flat 6, Jordan House
St. Norbert Road
London
SE4 2LQ
United Kingdom

Company registration number: 15575752