Terms and Conditions

The Terms and Conditions listed below apply to the sale and purchase of goods between you and Hearts and Found. These Terms and Conditions do not affect your statutory rights as a consumer. By ordering any product from us you are accepting these Terms and Conditions. These Terms and Conditions can be changed without any prior notification and it remains the responsibility of the customer to be familiar with them prior to placing an order.

Orders & Pricing

All orders are subject to our approval and product availability.
The prices of products are correct at the time of publication on our website.
We reserve the right to change prices on our website without prior notification. Occasionally, errors can occur. If there has been an error in the price of goods that you have ordered we will inform you as soon as possible. 

A contract is formed between us and you when (and not before) we have sent you confirmation by email to the email address you have given and receive settlement of your credit/debit card payment. If you want to cancel or amend your order you must contact us as soon as possible. A reprocessing fee will be charge for all Cancel and Amends to Made to Order Items.

All goods are priced in USD, and all other currencies are calculated automatically from this and hence should be regarded as a guide only.

Limitation of Liability 

Although we take every care to ensure accuracy, we make no warranties as to the accuracy of the information we place on our web pages. The extent of our liability for any breach of these terms and conditions shall be limited to the value of the goods ordered by you in the relevant transaction.

Pictures, illustrations or descriptions or any other information submitted or contained in this website or other advertising matter are for general information and guidance. There may be minor variations between the goods as shown or described on our website and those dispatched to you without affecting their function, quality or price.

Order Acknowledgement

When you have submitted an order you will be sent an e-mail confirming your order as well as a further email notifying the dispatching of your order along with tracking information. If there is no one at the address given who is competent to accept delivery of the goods, you will be notified of an alternative delivery date or a place to collect the goods. 

Made to Order Items

By placing your order with us for any Made to Order Item you agree to our Returns and Refund Policy. Please note that all Made to Order items may have a return reprocessing fee.

Because all items are made to order, we require a minimum of 2 weeks for production, before shipping can occur. We strive to produce and ship all items in the quickest possible manner, without infringing on quality. Ordered goods will normally be delivered within 3 - 5 weeks of your order being accepted unless otherwise notified to you by us. 

Please bear in mind Vietnamese Holidays such as TET Lunar New Year can influence supply times and availability, and we appreciate your understanding and patience during these times.

If we are unable to deliver the goods within 10 weeks of your order, we will inform you as soon as possible and you will be entitled to cancel the order and obtain a refund or re-credit for any sum that has been paid by you or debited from your credit card for the goods. We will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

Cancellations

Cancellations of orders are available, however a cancellation request MUST be placed within 24 hours of the original order date. After this time, materials are cut and labour assigned to the production of your order. Strictly no cancellations are available beyond 24 hours after the order date.

Processing begins as soon as an order has been placed, but we also understand that sometimes our customers may need to cancel the order due to various reasons. How much you will get after cancelling an order depends on order status. Please check below to make sure your cancellation meets the conditions described.

• Not Paid: Will be automatically canceled without payment in days;

• Paid: 100% refund;

• Processed: 90% refund;

• In Production/Finished Production/Rejected: 60% refund;

For installment orders, as we only received 40% down payment, there is no need to refund any charges except for freight.

• Picked Up/Shipped/Completed: Cannot be canceled

Stock Availability

It is possible however that we will on occasion be unable to fulfill your order immediately. If this is the case we will inform you immediately with details of any delays or issues there may be.

Please note that every care is taken in maintaining this website but errors and omissions in the information, availability and prices may occur. We will try to show actual product pictures where possible but some may be for illustrative purposes only.

Responsibilities of the Customer

It is the responsibility of the customer to ensure that all information given on your order form is complete and accurate. Where information given by the customer is incomplete, misleading or incorrect the customer will be liable for any costs involved in resolving the matter. The Customer is not permitted to copy, reproduce, publish or use in any manner any item / content on the Website.

Payment Checks

All credit and charge card holders are subject to validation checks and authorization by the card issuer. If the issuing institution refuses to authorize payment to us we will not dispatch the goods and will not be liable for any delay or non-delivery of orders. The payments are made on the website by card or PayPal and are done safely through the PayPal platform. You can still purchase through PayPal with your card without having a PayPal account.