Refund policy
Returns and Refund Policy
Last updated: 30 August 2026
We hope you love your Heart Glow order. However, if something isn’t right, please contact us at theheartglowstudio@gmail.com and we will be happy to help.
Nothing in this policy affects your statutory rights under Irish or EU consumer law.
Returns
For most non-personalised products purchased online, you may notify us that you wish to return your order within 14 days of receiving it.
Once you have notified us, the item must be returned within a further 14 days.
To be eligible for a change-of-mind return:
- The item must be unused and unworn, apart from what is reasonably necessary to inspect it.
- It must be returned in its original condition.
- Original packaging should be included where possible.
- Proof of purchase or your order number must be provided.
To request a return, email theheartglowstudio@gmail.com with your name, order number and the item you wish to return. We will provide the return instructions and correct return address.
Please do not return an item without contacting us first.
Personalised items
Personalised, customised and made-to-order items cannot be returned for change-of-mind reasons because they have been created especially for you.
Please carefully check all names, spellings, dates, initials, colours and other personalisation details before completing your order. We cannot accept responsibility for errors in information submitted by the customer.
If your personalised item is faulty, damaged, not as described or does not match the details supplied with your order, please contact us and we will make it right.
Faulty, damaged or incorrect items
Please inspect your order when it arrives. If an item is faulty, damaged, incorrect or not as described, contact us as soon as possible at theheartglowstudio@gmail.com.
Please include:
- Your order number
- A description of the issue
- Clear photographs where appropriate
If a return is required because an item is faulty, damaged or incorrect, The Heart Glow Studio will cover the reasonable return cost or provide an appropriate return method.
Depending on the circumstances and your statutory rights, we will arrange a repair, replacement, refund or suitable price reduction.
Damage caused by accidental damage, misuse or normal wear and tear is not considered a product fault.
Return postage
Customers are responsible for return-postage costs on change-of-mind returns.
We recommend using a tracked postal service and retaining your proof of postage. The Heart Glow Studio cannot take responsibility for a returned parcel until it reaches us.
Returns should be sent to:
The Heart Glow Studio
14 The Oak Bellview Woods Killarney
Refunds
We will contact you after receiving and inspecting your return.
Approved refunds will be issued to the original payment method without undue delay and no later than 14 days after we receive the returned goods.
If you return your entire eligible order under the 14-day cooling-off period, we will also refund the original standard delivery charge. Additional charges for an upgraded delivery service are not refundable beyond the cost of standard delivery.
The original delivery charge is not normally refunded when only part of an order is returned.
Your bank or payment provider may take additional time to display the refund in your account.
Exchanges
We do not offer direct exchanges.
If you would like a different item, colour or size, please return the eligible original item and place a new order.
If the original item is faulty or incorrect, contact us before placing another order.
Order changes and cancellations
If you need to change or cancel an order, please contact us as quickly as possible.
We will do our best to help, but we cannot guarantee changes or cancellations once an order has been processed, dispatched or personalisation has begun.
Contact us
For all return and refund enquiries:
The Heart Glow Studio
Email: theheartglowstudio@gmail.com
Business address: 14 The Oak Bellview Woods Killarney