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RETURNS
If you’ve spoken to us on Instagram, you know we’re a super chill team and we’re here to help. We promise to do all that we can to ensure that you enjoy your purchase(s). However, if you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 14 days of receipt, provided they are in original condition with tags intact. Once the items are returned you will be entitled to receive a refund. We are not able to refund items that appear to have been washed and are not in original condition. All items are inspected upon return. If 14 business days have passed since your order was delivered, unfortunately, we cannot offer you a refund (unless the item is faulty, please see below).
SIZING ISSUES
It is the customer’s responsibility to check the size chart on the product page when purchasing as our sizes may run smaller than the sizes in your country. This will help you to choose the correct size. Please note that we do not accept returns due to sizing issues if you have ordered without checking the size chart. However, if we have mistakenly shipped you a size other than the size you ordered (For example, if you ordered S but the tag says M), you will be offered a replacement.
HOW TO RETURN
If you would like to return your item(s), please kindly fill out the snazzy form below, or message us on Instagram or via email blackheartboutique@outlook.com

Please include your Order Number and detail the reason(s) for return. We’ll respond to your return request within 24 hours. Please return your item(s) using a tracked service for your own insurance. We aim to process your return within 3 business days. You will receive an email confirmation as soon as your return has been processed. Return shipping costs are the responsibility of the customer unless the item is faulty (See Faulty Items & Exchanges below)

Unfortunately we do not accept returns for these items:

Gift Cards, Pierced Jewellery, Underwear and Swimwear, Intimate Toys
FAULTY ITEMS & EXCHANGES
Okay, we f*cked up, but don’t worry! We’ll sort it for ya and make sure to leave you smiling! We’ll offer you a refund or exchange if your item(s) turn out to be faulty. If you have received a faulty item, please contact us within 20 days of receiving your order via the snazzy form below, Instagram or via email - blackheartboutique@outlook.com.

Please include your Order Number and attach clear photographs showing the defects. We may not require you to return items that are faulty, but if we do, we’ve got your return shipping costs covered. We’ll ship out your replacement immediately if you’ve asked for an exchange.

We will not be held responsible if the fault has been caused due to customer’s negligence, such as, but not limited to, pulls from wear or not following the care instructions. We reserve the right to refuse a refund on this basis or issue a partial refund only.
REFUNDS
We’ll process your refund within 3 business days of receipt of your parcel. The refunded amount will be credited back to the original method of payment. Depending on your bank, it may take between 5-10 business days for the refund to appear on your bank statement. Remember to return the item(s) using a secure/tracked delivery method - and that you retain your proof of postage.
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