Shipping & Returns Policy
Ensuring you get your product as safely and timely as possible is all part of our service to you.
Please see our below Shipping and Returns policy,
Postage & Delivery
Delivery, wherever possible, has been included in all our costs. To make this possible, we use a range of service providers, including Royal Mail, Evri and DPD.
Processing of orders is 1-3 days plus delivery time, depending on the service provider.
You will be updated throughout the process, but should an order be urgent or time specific; please get in touch with Ruthie Direct via email or Facebook
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Returns Policy
RETURNS
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We have a 14-day return policy, which means you have 14
days after receiving your item to request a return.
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To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at Ruthie@melt-my-heart.co.uk. Please note that returns will need to be sent to the following address:
Cedar cottage Foxhill Village, Haywards Heath, ENG, RH16 4QZ.
If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not the United Kingdom, shipping your goods may take longer than expected.
You can always contact us for any return questions at Ruthie@melt-my-heart.co.uk.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong thing so we can evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 3-day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As mentioned above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return to let you know whether the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, don't hesitate to contact us at Ruthie@melt-my-heart.co.uk.