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Home // Customer Care // Return/Exchange An Order

Return/Exchange An Order

We pride ourselves in carrying high quality products, and we hope you will be pleased with your order. In the event that you are not satisfied with your order, you may return or exchange your item (exceptions may apply).

The following is our Return/Exchange Order Policy.


Regarding defective or damaged items.

Any defective or damaged item must be returned within 10 days of receipt. We will replace the item or the cost of the item will be refunded to you, and we will pay for shipping. Return your defective or damaged item with a copy of the packing slip and return sheet that came with your item along with a Merchandise Return Authorization Code (MRAC). Follow the instructions on return sheet. Submit the Merchandise Return Authorization Request to receive an MRAC. We will send it to you along with a pre-paid shipping label. If you no longer have your packing slip and/or return slip, send us an email request to


Please be aware, do not return any defective or damaged items without the required Merchandise Return Authorization Code (MRAC). Not having an authorization code only causes delay for processing your return. 

The following applies to only those items that are NOT defective or damaged. Please read very carefully for important information.

If for any reason you are not satisfied with your ready-made item, simply fill out the packing slip in the appropriate area for exchanges/returns, and return it along with your item. A Merchandise Authorization Code (MRAC) is NOT required when returning an item for exchange or refund. Return item in its unused and original condition, securely wrapped, and accompanied with a copy of the invoice and return sheet within 10 days of receipt for a full exchange, exchange online credit, exchange mail-in credit, or refund. Send us an email request to if you no longer have your packing slip and/or return sheet,  If you return any item(s) without using our pre-paid shipping label, please be advised, you are fully responsible for shipping charges. Sorry, Heart Touch Gifts does not refund shipping charges. A shipping label has been provided for your convenience.

Understandably, items personalized cannot be accepted for an exchange or refund Due to the nature of these items, all sales are final. (exception: any personalized initial monogram framed prints without name are exchangeable or refundable).

When We Make A Mistake
We will accept your return if you find that we made a mistake after receiving your order. We will send you the replacement item at no additional charge to you or a refund. Return the item to be replaced within 10 days of receipt in its unused, original condition, and securely wrapped. Include our return sheet with the reason for your return and the Merchandise Return Authorization Code. For an MRAC and a pre-paid shipping label, send us an email request to Please be advised, you are fully responsible for shipping charges if you return any item(s) without using the pre-paid shipping label. Sorry, Heart Touch Gifts does not refund shipping charges.

General Returns

Sorry, at this time, we do not offer Free Returns.


Sale Items
Items that are discounted more than 50% off the original price are final sale and cannot be exchanged for another item, returned for a refund, exchanged for mail-in or online store credit. All sale items discounted less than 50% off, qualify for a refund, exchange, or online store credit.


Flash Sales/Pop-Up Sales

Items are non-returnable. Sorry, we do not offer retroactive discounts on previous purchases of the same item.

Processing Time

Returned item(s) are processed within 3-7 business days of receiving them. Exchange item(s) are processed within 7-14 days of receiving them. Please allow transit time when returning or exchanging items. For a return, exchange, refund, or credit, a shipment/issue notification email will be sent to the email address we have on record. You can expect your refund, generally, within 5-7 business days, thereafter. Please be aware credit card companies vary in their processing of posting credits back to your account.

Important Note: Our preferred mail carriers are U.S.P.S. and FedEx Smart Post. It is advised when returning an item(s) to us, please use these mail carriers. Other carriers, such as UPS and DHL, do not deliver to our address: P.O. Box 753, Bayonne, NJ 07002-0753.

All Order Information

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