Submit Request
Contact us at care@heartin.co within 7 calendar days of delivery with your order number, product photos, and whether you prefer a refund or exchange.
Updated: November 2024
Returns & ExchangesReturns Support Guide
We accept returns on eligible merchandise within 7 calendar days of confirmed delivery. Please keep hangtags attached and include all original packaging. This page outlines how to request support and what fees may apply based on your shipping option.
Return Eligibility
- • Items must be unworn, unwashed, and free from perfume, makeup, or damage.
- • Please include original tags, accessories, dust bags, and promotional gifts. Missing items may reduce the refund amount.
- • For DDP orders, prepaid duties are refundable after customs confirms re-export. For DDU orders, duties paid to the carrier are non-refundable; please consult them directly.
How to Start a Return
Approval & Instructions
Our team responds within 24 hours with return authorisation, DDP/DDU guidance, and the nearest carrier drop-off or pick-up arrangement.
Ship Back & Tracking
Use the provided airway bill or approved carrier. Share tracking details within 48 hours so we can monitor customs clearance and receipt.
Inspection & Refund
Once received, quality checks take 1-2 business days. Refunds are issued to the original payment method within 5-7 business days.
Fees & Shipping
• Mainland China returns: HeartIn provides a prepaid domestic label. A flat ¥25 CNY handling fee is deducted from the refund to cover inspection and restocking.
• International returns (DDP): We supply a trackable shipping label and deduct the actual return freight from your refund. Duties collected during checkout are reversed once customs clearance is complete.
• International returns (DDU): Customers are responsible for return shipping and any re-import duties. Please declare the package as a return to avoid duplicate taxes.
Non-Returnable Items
- • Intimates, bodysuits, swimwear, and jewellery for hygiene reasons unless defective.
- • Custom or made-to-order pieces confirmed through stylist consultation.
- • Final sale items clearly marked at checkout or in the product description.
- • Orders reported for return after the 7-day request window without prior approval.
Refund Timeline
- • Inspection completes within 1-2 business days of receipt.
- • Refunds post to the original payment method within 5-7 business days. Bank processing may add 1-2 days during peak periods.
- • Store credit for exchanges is issued immediately after inspection and can be used on future preorders or in-stock releases.
For products damaged in transit, please email photos within 48 hours so we can file a claim with the carrier and ship a replacement.
Need Assistance?
Reach us at care@heartin.co or via live chat for help with pre-authorisation, exchanges, or sizing advice.
By submitting a return you acknowledge our Terms of Service and Privacy Policy.