Terms & Conditions

How To Place An Order

​On choosing your item, please ensure that all the details are filled in correctly. Add to cart, then continue to checkout.

If there are any problems I will contact you, so please check your emails!

Shipping & Handling

Orders will be dispatched next working day via 1st class royal mail delivery. Estimated delivery is 2-3 working days.

Orders must have all necessary details and, preview approved (if requested), if the details are incomplete this will delay the dispatch time.

Now for the t's & c's...


We take pride in our work and stand behind our goods. And take a lot of time and care in ensuring that you are happy with your purchase.

We are always happy to see the customer's point of view and genuinely upset if a customer has any reason to feel unhappy or dissatisfied with the products or service they receive. The same philosophy underpins our website policies on returns and refunds.


Incorrect or missing goods - please inform us within 14 days


Please contact us by phone or email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement.

If we have sent you the wrong goods, or if we have failed to send you goods you have paid for, we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund).


Miss-ordered goods / customer error - please inform us within 14 days


Please contact us by phone or email within 14 days of receipt of your order.

Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.

It may be that when the goods arrive you change your mind, or you realise you accidentally gave incorrect details. That's OK, we all make mistakes and we're all entitled to be a bit contrary once in a while!

Please just get in touch and explain clearly the issue, and we will do our best to resolve the issue.

Once we have confirmed satisfactory receipt, we will ask for a small handling charge and full repayment for postage costs. We may ask for you to return the goods to us.


Proof of breakages


We reserve the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.


Miss-entered delivery details


If you have entered delivery details incorrectly, we will help you arrange re delivery to the correct address at your own expense. If as a result of incorrect delivery details a parcel is returned to us by the Post Office, we can arrange re delivery to the correct address for payment of a further standard shipping charge.


Incorrect details - please inform us immediately


If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.

However we seek to process all orders in the shortest possible time frame so if you delay and we have already dispatched your order, you will be responsible for the cost of returns and re-deliveries.


Photo upload functionality


Some Personalised gifts allow you to upload your own image to be used for customisation. As a part of the personalisation process, a temporary copy of the images used to compose the customisation is stored securely within our systems. These images are not shared with any third parties and remain your property at all times. All images are deleted from our systems after 30 days.

By uploading an image, you confirm that you have the express permission from the copyright owner to use the image and grant us permission to use the image to create your personalised item.


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© Heartstring Design 2015

Made with Care


Our products are handmade, in Dorset, by the sunny coast.


We strive for customer satisfaction, and take great care in personalising our products, just for you.




2-3 Working Days Delivery