Returns & Exchanges & Refund Policy

Last updated: August 20, 2026

If there is a problem with your order

Please contact us within 30 days after delivery if an item is damaged, defective, different from what you ordered, or contains a personalization error caused by BoxToHeart or its production partner. Email hello@boxtoheart.com or use our contact page and include your order number, a description of the issue and clear photos when relevant.

After reviewing the issue, we will explain the appropriate remedy. Depending on the circumstances, that may be a correction, replacement or refund. If we require the item to be returned because of a confirmed BoxToHeart error, defect or transit damage, BoxToHeart will cover the reasonable return-shipping method we authorize.

Personalized and made-to-order items

Personalized items are made for one customer and generally cannot be returned because of a change of mind after production begins. This does not apply when the item is faulty, not as described, made with a BoxToHeart error, or when applicable law gives you a non-excludable right to cancel or obtain another remedy.

If you want to change or cancel a personalized order, contact us as soon as possible. For the current owner-operated personalized flow, production begins when the supplier order is successfully submitted. We will try to help, but we cannot guarantee a change or cancellation after that point.

Before sending anything back

Do not send an item to an address found on a parcel label or online without first receiving return instructions from us. We will tell you whether a return is required, the authorized return address and the shipping method to use. Unauthorized return shipping might not be reimbursed.

Refunds

When a refund is approved, we will submit it to the original payment method and email you. Your bank or payment provider controls how long it takes for the credit to appear.

Lost or undelivered parcels

If tracking shows an unusual delay or a parcel has not arrived, contact us with the order number. We will investigate with the carrier. If the parcel is confirmed lost, we will offer the remedy required by the circumstances and applicable law.

Nothing in this policy limits rights that cannot lawfully be excluded.