FAQs
 

How do you ship and when can I expect my order? 

We ship via USPS Priority Mail so that you receive your order as quickly as possible. Most orders are shipped within 2-5 business days of being placed unless otherwise noted on the product information page (personalized items, custom jewelry orders, out of stock items, etc.).  If you need your order by a certain date, please fill out the form at the bottom of this page and we will do our best to accommodate your request. 

How much are shipping charges? 

Priority shipping/handling charges for the US are as follows:

  • Small flat rate box or envelope: $8

  • Small box (for items too big for small flat rate but under 1 lb): $10

  • Medium flat rate box: $14

  • Large flat rate box: $18

    If you have any questions, or if when checking out your shipping fee does not seem correct, please fill out the form at the bottom of the page and request a shipping quote. Be sure to include your zip code.

Can I pay by personal check or money order?

Yes!  Just email us with your order and zip code.  We will promptly reply with your total and address to send your check. 

Do you accept orders from outside the US?

If you have a shipping address outside the US and have a PayPal account, please complete the form at the bottom of this page to request a shipping quote. We will need to know your country of origin, the items you wish to order, and the email address associated with your PayPal account. We do not accept personal checks, money orders, or any other form of payment for international orders.

I have not yet received my order. What should I do?

First, please check the ordering page for the item you ordered for specific shipping time frames (particularly for jewelry). If you still have concerns, please fill out the form at the bottom of this page to inquire. Please also check the email address associated with your PayPal account, as that is often the only contact information we receive with your order. Please also make sure to include your phone number when you place your order. We won't call you unless we have an important question regarding your order.

What is your policy on custom orders?

If you place a custom order and we have questions, we will attempt to reach you at least 3 times.  Heart and Seoul reserves the right to proceed with your order if you do not respond to our attempts at communication within 48 hours of placing your order. We will make the best decision we can, but we cannot hold your order indefinitely if you do not reply. If we must proceed with your order without your approval, you may not return the item due to an incorrect translation or other error. This is why it is imperative that we have an accurate email address and contact phone number for you. Custom orders from Korea can not be cancelled once the order is sent to Korea, so please be certain that you are aware of our shipping time frame and are comfortable waiting for your piece to arrive. Please be sure to read the important information regarding the current time frame on each ordering page prior to ordering.

What is your return policy? 

If we made a mistake on your order, just fill out the form at the bottom of this page and let us know, and we'll take care of it.  

Please note: Returns must be received by Heart and Seoul within 30 days of shipping date.  If a refund is necessary, you will be issued a credit back to your PayPal account or, if you paid by personal check/money order, we will send you a personal check.  If you would like a product exchange, please email us prior to returning your order and let us know what the problem was with your order.

Please also note:  Customized items and shipping charges are not refundable or returnable unless the product is defective or we have made an error, so please type your information carefully on the order form and check your spelling.  We will copy and paste your information as you wrote it to be certain it is spelled the way you intended. Again, it is imperative that we have an accurate email address so we can contact you.  Please also be sure to include your phone number in case we have any questions and are unable to reach you by email.  Heart and Seoul will never use your phone number for any purpose other than to contact you regarding your order.