1.    What’s your returns and exchange policy?

In the unlikely event that you have received damaged goods, kindly notify our customer service representative at within 7 days of receipt.

Damaged goods are only inclusive of manufacturing defects such as dye-defects or rips. Where a claim of defect or damage is made, or the wrong goods have been sent, the Goods shall be returned by the Buyer to the Seller within 28 days of initial purchase.

Kindly take note that at Heart & Shawl, all our products undergo a rigorous quality check prior to shipment. We ensure that all necessary measures are taken to uphold our quality for the convenience of our customers.
2.    Terms and Conditions for return and exchange item(s)

  1. Only damaged item(s) bought via the Online Store with accompanying Order Reference Number(s) are returnable.
  2. Item(s) must not be washed, altered in any way, or worn. 
  3. All tags and packaging must remain intact.
  4. Item(s) must not be further torn or damaged in any way by the customer.
  5. Manufacturing defects such as uncompleted stitching can be returned/ exchanged.
  6. Item(s) with slightly uneven stitching are not considered manufacturing defects. Rest assured that we ensure our manufacturers deliver high quality products which are consistent, and are properly checked for any particular defects prior to sale.
  7. Please take note that there may be a variance in the color of the item due to computer screen settings and studio lighting. Heart & Shawl Online Store portrays all items as accurately as possible. Returns due to color variances will not be accepted.
  8. There could be creases as the items are sent via mail. Returns due to crease will not be processed.
  9. Heart & Shawl is not liable for items that are bought out from any third party. Only returns with correct Order Reference Number (attained from the Heart & Shawl Online Store) will be attended.
  10. Item(s) bought from participated events (e.g. bazaars) are not returnable and shall not be returned to the Online Store.
  11. For any queries with regards to returns and exchanges, feel free to contact our Customer Service team and they will be more than delighted to serve you.


3.    How do I return or exchange an item(s)?

  1. Kindly fill in the Return and Exchange Form found in the My Account section of this Online Store.
  2. In the event where a manufacturing defect has been verified, and is allowed to be returned, kindly take note that you will have to bear the initial costs for postage. 
  3. Mail the item(s) purchased to our Returns and Exchange Department (address provided in the Returns and Exchange form).
  4. Once we receive the package, we will process your request for an exchange and will keep you updated via email on the progress of your request.
  5. If you wish to purchase an item which costs more than your initial purchased good(s), you may do so by adding the difference in the amount for the selected good(s).


4.    What are the shipping charges if I return a delivery?

The shipping costs will vary according to your location and courier of choice. In the event that a return is required, we will provide the amount necessary in form of cash to send your exchanged good(s) to your Customer Profile registered address or the address used for the initial purchase, whichever preferable.


5.    I am not sure where to fill out a returns sheet, what do I do

Don't worry. You may fill in the Return and Exchange Form found in the My Account section of this Online Store.


6.    Have you received my returned items?

You will receive a confirmation email when your return has reached our Returns and Exchange department.


7.    My package is damaged during shipment. To whom should I complain to?

Any concerns regarding the condition of the package once it is in PosLaju’s responsibilities should be dealt with PosLaju directly. We are not responsible for any damage during the PosLaju delivery process.

We package your order only upon completion of the necessary QC checks on your items. We assure you that all efforts in proper packaging are made prior to PosLaju delivery from our Main Office. 


8.    I purchased my goods from a third party store and I am not happy with its quality. May I be able to exchange/ return my purchased goods to you?

Unfortunately, we are not held liable for any purchased goods via any third party store. Our Online Store is the only official distributor of our brand. All our goods undergo a strict quality check process to ensure that our customers receive the best for their orders.