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\nA gift for a new front door or a keepsake for someone you miss should feel right when it is unwrapped. If something you ordered from Hearth Gift does not, this page walks you through sending it back or swapping it for a different version: how long you have, what it costs you (nothing for the return postage), how to start, and what happens once the parcel is on its way to us. This page is about the return itself. The money side, meaning how much comes back, where it goes and when, is explained separately in our Refund Policy.
\nYour 60 days begin on the day the parcel is delivered, not the day you placed the order. A housewarming gift that sits in a closet until the moving boxes are unpacked, or a doormat bought in spring for a closing date in summer, still has the full window from the moment it arrives. You only need to email us inside those 60 days to start the return. You do not have to give us a reason, and we will not ask you to justify a change of heart.
\nIf you sent the order straight to someone else, for example a framed sign posted to a friend’s new apartment, the 60 days run from the delivery to that address. Either you or the recipient can contact us. We will simply need the order number, or enough detail (the name and email used at checkout) for us to find it.
\nMany shops refuse returns on anything with a name on it. We do not. A Family Name Established Framed Sign reading “THE CARTERS · EST. 2025”, a Family Name Established Doormat, a First Christmas in Our New Home Ornament with a family name and year, a House Number & Street Coaster Set, or an In Loving Memory Name & Dates Framed Sign can all be returned within 60 days on the same terms as our unpersonalized pieces. There is no exclusion and no restocking fee for personalized work.
\nWe ask one thing in return: please check spelling before you pay. There is no proof or mockup before production, and we print exactly what you type into the personalization fields. The live preview on the product photo is there to help you catch a missing letter or a wrong year while you still can.
\nFor the first 24 hours after you place an order, you can ask us to cancel it or correct it by email. That is usually much simpler than a return. Picture a friend ordering the Family Name Established Framed Sign for “THE CARTERS · EST. 2025” and realizing five hours later that the couple’s year should be 2024. Because the email reaches us inside the 24-hour window, we correct the year and the sign is made with the right date.
\nOnce those 24 hours have passed, the order may already be in production, and we cannot promise to change it. That is when this returns policy takes over. The full details of the change window are on Cancel or Change an Order.
\nSuppose you type “MAPLE AVENEU” into the street name field of the House Number & Street Coaster Set and only notice three days later. By then the set is already in production, so it will arrive with the spelling that was entered. Contact us anyway. We will help, and the 60-day return route applies to that set just as it does to anything else, with a free return label.
\nPlease do not post anything back before writing to us. A parcel that arrives without a matching email takes longer to identify, which slows down your refund.
\nWe do. Return postage is covered by Hearth Gift for every return within the 60 days, whatever the reason. That includes the plain change-of-mind case, such as a Roofline Welcome Doormat that turned out not to suit the porch, as well as damaged, faulty or incorrect items. The label we email you is free to use, and we do not deduct its cost from your refund.
\n| Situation | \nReturn label | \nWhat we need from you | \nResult | \n
|---|---|---|---|
| Changed your mind about any item | \nFree, emailed by us | \nOrder number and the item you are returning | \nRefund or store credit once the return reaches us | \n
| Personalized item with a spelling you typed | \nFree, emailed by us | \nOrder number and a note about the text | \nRefund or store credit; you can reorder with the corrected text | \n
| Item arrived damaged or faulty | \nFree, if we need it back | \nOrder number and photos of the problem and packaging | \nWe contact you and help put it right | \n
| Wrong item or wrong option sent | \nFree, if we need it back | \nOrder number and a photo of what arrived | \nWe contact you and help put it right | \n
| Want a different size or frame color | \nFree, for the original item | \nOrder number and the version you want | \nReturn of the first item plus the version you choose | \n
Most of our exchanges are about fit in the room rather than faults. A 10×10 in framed sign that looks small above a wide mantel, a Walnut frame that feels too dark against pale walls, or a 24×16 in doormat that disappears in front of double doors are all common reasons to want a different version.
\nThe quickest way to exchange is to place a new order for the version you want and return the original under this policy. The new item starts its own preparation straight away, and the first one comes back to us on a free label and is refunded once it arrives. If you would rather we coordinate it for you, tell us in your email which size, frame color, wood or design you want instead and we will help.
\nIf the replacement is a personalized product, remember that the new order is made exactly as typed, with no proof. Take a moment over the family name, the year or the street name before you check out.
\nParcels travel a long way, from the USA to addresses across the US, Canada, Australia and New Zealand, and occasionally a frame corner is knocked or the wrong option ends up in the box. If that happens, email us with your order number and a few photos: the item, the problem up close, and the outer box. We will reply within 24 hours on business days and help put it right. Sometimes we will ask for the item back on a free label; sometimes the photos are enough.
\nPhotos you send us for a problem like this are kept only as long as we need them. They are deleted 30 days after delivery, as described in our Privacy Policy.
\nA Forever by Our Side Pet Memorial Framed Sign sent to a friend whose dog has died, or a Welcome Home Glass Candy Jar and an Our First Home 11 oz Mug posted straight to someone’s new address in Canada, can still come back if something is wrong. The recipient can email us directly, or you can write on their behalf. Refunds go to the person who paid, unless that person asks us for store credit instead. If you would rather not involve the recipient at all, just let us know and we will handle the conversation with you.
\nWe know that some returns are about more than a size. A sign made in memory of a parent, a Paw Print Pet Memorial Ornament, or a Celebrating a Life Acrylic Memorial Sign 24×16 may turn out not to feel right once it is in the home, and that is entirely understandable. These pieces follow the same 60-day policy, with free return postage and no fee. You do not need to explain why. A short email is enough, and we will take it from there quietly.
\nIf you are unsure whether a remembrance piece will suit a particular room or occasion, you are always welcome to write to us before ordering. We will answer honestly about sizes and options, without any pressure on timing.
\nWhen your return arrives, we match it to your email and order. Your refund is then issued within 7 days of us receiving the returned item, back to the payment method you used. If you asked for store credit instead, we confirm the amount by email; store credit never expires. Our Refund Policy covers the details, including partial returns from multi-item orders and what to do if the money has not shown up.
\nThe same 60-day window and free return label apply to orders delivered in Canada, Australia and New Zealand. A parcel heading back from those countries can take longer in transit than a domestic one, much as an outbound parcel to Australia or New Zealand can take the full 14 business days. Import duties and taxes depend on the destination country, and if you paid any on delivery and have questions about them, contact us and we will help.
\nEverything about returns is handled by email at support@hearthgift.shop. We reply within 24 hours on business days. Please include your order number in the subject line so we can find your order quickly. You can follow an order’s progress in My Account or on the Order Tracking page, and quick answers to common questions are in our FAQs and Help Center.
\nHearth Gift, 535 E Patton St, Paxton, IL 60957, US. Shipping details, including preparation and transit times, are on our Shipping & Delivery page.
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