Upon delivery, please have the gift recipient inspect the delivered goods and notify us by email of any damage within five business days of the delivery date. By email, provide us with enough information to allow us to understand the situation including pictures of the damages. We will not process any claim for loss of or damage for any delivery unless notice thereof sets out the particulars of the origin, destination, parcel identification number (PIN), date of delivery and the estimated amount claimed in respect of such loss or damage is given to us within the time limits set out below, failing which we will have no liability in respect of the delivery. Documentation must include pictures of the damages, estimates for repair, or other records. Failure to submit the necessary supporting documentation will result in the claim being denied.
The right to damages of any kind against us will be extinguished unless we are contacted within five business days of the damage package being received or five days from the date on which the delivery should have been delivered, or five days from the date on which delivery stopped.
Excluding refund requests made in respect of our service guarantees, all claims must be submitted in writing by email with supporting documentation.
We do not accept returns of damaged gifts in any circumstances as most of the items that we sell are customized, gift wrapped or food items and cannot be resold. However, we will replace the damaged items if the damage was caused by Fedex, UPS or any courier and supporting documentation is provided. Items that are not damaged, will not be replaced.
Heart & Thorn retain the right to inspect any delivery that is the subject of a damage claim. If we request that the customer retain the delivery and packaging for inspection, the customer shall retain the delivery and packaging for inspection us for a period of 10 days. Failure to retain the delivery and packaging for inspection may result in the claim being denied.
Due to the perishable nature of most of the items in our club memberships, we are unable to accept returns for club memberships under any circumstances or process refunds.
All claims for damaged, spoiled, or missing shipments must be made within 5 days – see our Terms and Conditions above for details.
Memberships cannot be cancelled under any circumstances. If you signed up for a specific club membership, you are obligated to fulfill the complete term.