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FAQ: Return, Exchange & Refund

Return, Exchange & Refund

What is your Return Policy?

If you are not 100% satisfied with your purchase, you can return your item to us for a full refund or exchange. Returns must be done within 30 days upon receipt of order, subject to the following terms and conditions:

·         Items must be un-used with tags on, in original packaging. All packaging must be unmarked and not defaced in any manner.

·         There will be no returns for socks, slippers and soap due to hygiene reasons.


All returns will be reviewed first by Heartful Twist and we reserve the right to perform remedies including:

·         Replacing the product with a new item of the same design and model, or

·         Full refund through the same transaction method used to make the original purchase


How to return?

If for any reason you are not satisfied with your purchase, you can return your order to us for a full refund or exchange. Click here to print the Returns Form and simply follow the instructions below:

(1)   Print and complete our return form (Download here), and pack with the return item(s) with original packaging

(2)   Choose a courier to return your order. Free returns are provided only when you choose to use the service of our delivery provider and retain all proof of postage. 

Hong Kong - Return Address:

Unit B, 18/F, Tsuen Tung Industrial Building,

38 Chai Wan Kok Street, Tsuen Wan, N.T., Hong Kong

Return Delivery Provider: HK Post

US - Return Address:

144 Cherry Valley Ave, West Hempstead, NY 11552

Return Delivery Provider: USPS

UK - Return Address:

Unit 9121,141 Morden Rd Mitcham, CR4 4DG,UK

Return Delivery Provider: Royal Mail

 If you have any enquiry, please send email to us.

Please note that if your returns are made with any other delivery provider (including normal post) not on the list above, the delivery fee will not be covered by  Heartful Twist.

Please ensure that all your refund options and details are indicated clearly and correctly on the return slip.


How can I prepare before returning an item?

Here is a quick returns checklist for your reference:

(1)   Is the item within 30 days from the day you received it?

(2)   Are the tags intact and attached to the item?

(3)   Is the item in the same condition, unwashed, unworn, as when it first arrived?

(4)   Is the item still in its original packaging?

(5)    Does the item fall into the list of non-returnable items?

(6)   Have you completed the returns slip, in clear, legible handwriting?

(7)   Is the item packed neatly and securely, together with the returns slip, ready to be returned?

The item remains in your care before it gets back to us. Please do ensure that utmost care is taken when preparing the item to be returned to us. Once you have checked that everything is in place, you are ready to make the return!


What can I do if I do not have the original Heartful Twist packaging?

It is most ideal if you can return the item in the original Heartful Twist mailer bag! This is because the information available on the packaging facilitates the processing of returns, which means you would be refunded faster.

However, do not worry if you do not have the original Heartful Twist packaging! As long as the return package is secured, with the item itself in its original brand packaging (bag/ box) and the returns slip completed, you are good to go!

Still unsure? Pease feel free to contact us at +852 2416 7681 (9am – 6pm, Monday to Friday, excluding Public Holidays) or email us anytime at customer@heartful-twist.com.


How long does the return process take?

It can usually take up to 3-7 days for your return to be delivered back to our warehouse, depending on which return method you use. We will send you an email as soon as we have received your return in its original condition and have processed your refund.


Can I exchange or return again?

You can return or exchange your item again as soon as it is within 30 days of receipt, un-used with tags on, in original packaging and must not be non-refundable items.


How can I get the refunds?

Refunds are issued through the same transaction method used to make the original purchase.

Please note that we will not be able to provide a refund on any shipping fees charged for the original order.


How long does it take for the refund?

Credit Card / PayPal transactions take up 7 to 14 working days.

Bank deposit takes up 5 to 7 working days.

If you have any questions, please feel free to get in touch with our friendly Customer Service team at +852 2416 7681 (9am – 6pm, Monday to Friday, excluding Public Holidays) or email us anytime at customer@heartful-twist.com. We are happy to help!


Please note that if the exchanged item you have requested for is out of stock, the refund will be made via your original payment mode.


How long does it take to exchange?

Once we receive your return item, we will proceed with the exchange and dispatch the item within 3- 7 working days.


Can I exchange with a different item?

Do note that exchanges are only available for size or colour. Currently, we are not able to process an exchange for another item of a different style altogether. If you would like to exchange your item for an entire different item, please place a new order and return your existing order for a refund.

Please note that all Non-refundable items are not available for exchange.

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