Order Cancellations

Under the Ireland / United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from Heart and Soul, for a full refund.

Order cancellations must be made in writing, quoting your order number, within 7 days to Customer Care.
Please note that refunds may take up to 30 days.

If however your order has already shipped, you will need to return the order to us. Please read the Return or Exchange an item section below.

Please note that:

• all Sale dresses are non-refundable.
• all refunds can and will be made only if you provide your name and address for refund.

 

Return or exchange an item

If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 7 days of receipt. We will issue a full refund (excluding return delivery charge) on receipt, or exchange the item for a different size / colour if preferred.

Please note:

• The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
• The cost of returning the item to us is your responsibility.
• The parcel can take up to 7 working days to be returned to our Warehouse, unless sent via special delivery.

Faulty Item

If the item you received is faulty, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us.

I received the wrong item

If the item you received is not what you originally ordered, please contact customer care quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Discount codes & vouchers

If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.

Restocking Fees
We know it's hard to figure out your size when you can't try things on first. We also know it’s hard to tell if the colour you see online is going to be exactly the same as the colour of the garment you can expect to receive (let’s face it, monitors vary, photography and light can also vary). However, if you must repeatedly buy €200 worth of clothing, only to return more than half of it (50%) 15 days later, you'll get our dander up. Should this happen, we will warn you in writing with your next order that we reserve the right to impose a "restocking fee" on your next return.

The restocking fee is equal to 30% of the original price paid for every item returned. Example: Say €200 worth of a €250 order is returned to us for a refund. 30% of 200 is €60. €200 - €60 = €140 which is the amount that will be refunded to the credit card on file.

Sale items are usually a high demand item due to the fact that the item is reduced and in some cased the item may be sold at below cost to clear. This usually means that there are limited colours and limited sizes thus demand outstrips supply so as a company we must ensure that we limit the time and further costs associated with these particular items. However we are happy to exchange the item or issue a credit note or gift voucher.
If we receive your return and feel a restocking fee is justified, we will contact you via e-mail and/or telephone before taking any action in order to give you the opportunity to request an exchange instead. Whether or not a restocking fee is applied is based on individual circumstances and cannot be predicted before the items are returned.

This returns policy does not affect your statutory rights.

*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.

For more information, please contact us. We promise that we’re here to help you, not mess with you, so please contact us before becoming upset over our policies.