Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
Our shipping partners are very fast and orders are processed immediately once they are received. We are able to make changes in the first 24 hours of the order received. Please verify your shipping address is correct at checkout (through our shop AND through PayPal if you choose to checkout with their services) before submitting your order. We are not responsible for orders shipped to incorrectly submitted addresses. After 24 hours of receiving your order we are unable to make any changes to order details (name, address, products, cancellations, etc.)
From time to time, we run special discounts, coupon codes and sales. When the discount received is equal to or greater than 40% off the MSRP price these sales are considered "FINAL AS IS" with no warranty, exchanges, repairs, or store credits.
Pre Orders can not be modified or cancel. All Pre Orders are consider FINAL SALE.
In the event that your purchase does not exceed your expectations, please email us within 14 days of purchase at email@example.com for a return authorization.
Once authorized, we will email you a return slip, and return label. Items must be unused, and include all accessories; like the messenger strap, and changing pad. The customer will be responsible for paying the return shipping charges. If we provide the return label, return shipping charges will be deducted from your refund amount.
Once our warehouse has received and inspected your return, your refund will be issued within 3-5 business days and you will receive an email confirmation that your return is completed. Please remember, the customer will be responsible for paying the return shipping charges. Return shipping charges will be deducted from your refund amount.
Free shipping on all orders over $50 in the United States.
It’s your order under $50 ? If yes, don’t worry shipping starts as low as $3.99.
We do and we are working very hard to low our international shipping rate. It starts as low as $9.99 usd.
Please add on the notes at checkout if you prefer UPS or USPS. Remember you are responsible for duties and taxes of your country.
All orders will ship within 1-2 business days, unless otherwise noted within the product description (back ordered products). Please note this processing time is in addition to shipping transit times. Once a package leaves our shop, we are unable to control how it is handled by the carrier. If your order arrives damaged, please contact us immediately so that we can do our best to resolve the issue.
Orchid Hearts Design warrants against manufacturer’s defects for up to 6 months after date of delivery for the original order. If the item cannot be repaired, we will replace it with the same style and color of bag if it’s in stock. Replacement bags are covered under the 6 months warranty from the date of delivery for the original order; the 6 months warranty does not renew at the date of delivery of the replacement bag. If the item cannot be repaired or replaced, we will issue a Store Credit.
What is NOT covered under our warranty:
- Leather Wrinkles: full-grain leather is a natural hide that comes from a cow, and sometimes there are natural marks that come from the cow's environment. We view these variations as the natural beauty and uniqueness of the leather, and absolutely normal.
- Wear and Tear: as you journey through every season of motherhood, bumps and scrapes will inevitably happen...and your Orchid Hearts Design is no exception!
- Accidents: if your child draws on your bag, a strap breaks in a game of tug-o-war, the bag is incorrectly cleaned or treated, something gets spilled on the bag, or any other sort of accidental misuse...Orchid Hearts Design does not cover repair or replacement. Orchid Hearts Design also does not offer warranty coverage for bags that have been intentionally damaged.
Used or second-hand bags, bags purchased from the secondary market, bst or bags that were not originally purchased from us or one of our retailers, tears in the fabric not related to stitching, animal damage, and customized products.